Refund and Returns Policy

What we can accept

Returns must be unused and in the original packaging. Missing components make an item ineligible.

• Framed art and glass are returnable unused, but must go back in the original corner protectors and carton. Glass broken on a return journey without them cannot be refunded.
• Candles that have been lit cannot be returned. Unburned candles in their original wrap are eligible.
• Resin and wood figurines may be returned unused; pieces that have been mounted or adhered are not.

Starting a return

1. To open a return, email customerservice@linenhouse.shop. Unauthorised parcels cannot be processed, so please wait for the confirmation.
2. Pack the item in its original packaging, with the authorisation reference enclosed, and post it to the address we give you.
3. Discretionary returns travel at the customer’s cost; defective or wrongly supplied goods travel at ours.
4. We settle refunds within five business days of receipt and inspection. Original delivery charges are refunded only for faulty or incorrect goods.

Faulty or incorrect goods

Anything defective is put right without charge – refund or replacement, with return postage covered by us.

Exchanges

We do not process exchanges as a single transaction. Return the original item for a refund and place a new order for the replacement; that way the second item is reserved from stock immediately rather than waiting on the first parcel reaching us.