Terms of service

Our Terms & Conditions: Simple, Fair, and Transparent

Welcome to Linen & Loom! We're dedicated to providing you with beautiful, honest bedding and a straightforward shopping experience. These terms explain how we work, ensuring clarity and peace of mind every step of the way.

Who We Are:
This website, www.linenloom.co.uk, is owned and operated by Linen & Loom. We're here to help! If you have any questions or need to get in touch, please use the contact details below:

Linen & Loom
Office 2/3, 2nd Floor
48 West George Street
Glasgow
G2 1BP

Ordering with Us
Shopping for your perfect bedding is easy! Just browse our store, add items to your cart, and proceed to checkout. We'll ask for a few details to complete your order.

Payment: We accept Visa and MasterCard. We only charge you when your order is ready to ship. If an item is on back order, we won't charge you until it's dispatched.
Order Mistakes: If you've made a mistake and can't correct it in your cart, just contact us, and we'll help fix it.
Order Confirmation: When you receive your order confirmation, it means we've received your order. A contract between us is formed when we send you your invoice, which happens when your order is ready to ship. This protects us both in case of pricing errors or product availability issues. If a price changes, we'll always contact you first.

Shipping & Delivery
We get your beautiful bedding to you quickly and safely.

Carriers: We ship using trusted services like Royal Mail or fully tracked couriers such as Evri, Parcel Force, and DPD.
Dispatch Time: We aim to dispatch your order within 1 to 3 business days.
Lost or Damaged in Transit: If your goods are lost or damaged during delivery, please inform us within two working days of expected delivery. This allows us to make a prompt claim with the delivery company and resolve the issue for you. Always quote your order number.
Proof of Delivery: You agree that the proof of delivery from our courier is sufficient evidence that your goods have been received.

Back Orders
If an item you've ordered is out of stock, we'll place it on back order for you. We'll always email you with the option to cancel your order if you prefer not to wait.

Tax Charges
For all orders placed within the UK, 20% VAT is included in the displayed price.

Security
Your payment security is a top priority. When you place an order on our website, your credit card numbers are encrypted using 128-bit encryption after they reach our secure system. They are never held in clear text on any website.

Returns & Refunds: Shop with Confidence
We want you to be completely happy with your Linen & Loom bedding. We offer a 30-day return or exchange policy from your purchase date.

General Returns: We'll refund or replace most goods if they are returned to us within 30 days of purchase, are complete, in their original packaging, unused, and with any seals or tags intact.
Damaged Returns: Please ensure fragile items are securely wrapped for return. If an item is damaged during return shipment due to mishandling, we unfortunately cannot process a refund for that damage. We'll provide photos for you to claim with your chosen carrier.
Returns Outside Policy: If items are returned outside our 30-day policy (e.g., late or used), we may return them to you at your cost or accept the return with a deduction for loss in value and processing fees.

Faulty or Missing Items: We'll Make It Right
In the rare event you receive a damaged item or find parts missing, please notify us within the 30-day return period. We'll promptly arrange replacements, usually within 3-5 working days.

Before You Fix It: Please contact our team before attempting any repairs yourself, as this may void the manufacturer's warranty. We cannot accept returns if any alterations have been made.
Damaged Package on Delivery: If your package looks damaged, please write "Damaged" on the courier sheet BEFORE signing for delivery. If it's severely damaged, you can refuse delivery. Once we receive the damaged item back, we'll ship a new replacement.
Damage Discovered Later: If you accept a package and later find damaged or missing parts, please notify us immediately. We'll send replacement parts at no extra cost. However, if you signed without noting damage, we can only accept such claims free of charge within 48 hours of delivery.

Refunds
We process returns within 5 working days of receiving them back. For security, refunds are always issued using the same method as your original payment. The time it takes for the payment to show in your account usually ranges from 5-10 working days, depending on your payment method.

Privacy Policy & Cookies
We respect your privacy. We do not disclose buyers' information to third parties, except as necessary for order fulfilment (e.g., sharing delivery details with couriers).

Cookies: Our website uses cookies to manage your shopping cart, save delivery addresses, and remember your details if you choose. You can turn off cookies in your browser settings, but please note that doing so will prevent you from placing orders or using other cookie-dependent features.
Data Use: Data collected helps us fulfil orders, improve our site and service, and is only shared with third parties for goods delivery purposes.
Full Details: For a complete understanding of how we collect, use, and share your personal information, please refer to our dedicated Privacy Policy page on www.linenloom.co.uk.

General Terms
Guarantee: We guarantee your satisfaction. All our products come with a 7-day no-quibble guarantee.

Changes to Terms: We may update these terms and conditions at any time. Please don't assume the same terms will apply in the future.
Your Legal Rights: None of these terms affect your statutory legal rights; they are not diminished in any way. If any part of these terms is found to be invalid, that part will be removed to the minimum extent necessary, without affecting the rest of the terms.

Made-to-Measure Products: Specific Terms
These terms apply specifically to our made-to-measure curtains and blinds, where you provide the measurements.

Measurements: Please ensure your measurements are absolutely correct when ordering made-to-measure products. As these items are custom-made to your exact specifications, we cannot offer refunds or accept returns for incorrect measurements provided by you. All sizes must be given in centimetres (CM) only.
Photography: We make every effort to display colours and shades accurately. However, due to individual monitor settings, colours may appear slightly different. We strongly recommend you request a fabric sample before ordering.
Tolerance: As our made-to-measure products are handmade, there is a working tolerance of 3cm. Orders cannot be returned if they are within this limit.
Cancellations/Amendments: Made-to-measure goods are excluded from the 14-day cancellation rights under The Consumer Contracts Regulations 2013. This does not affect your statutory rights regarding faulty goods.
Prices & Payment: The price you pay is the price displayed on our website at the time of your order. Prices can change at any time. All prices are in UK Sterling and include VAT. Ownership of goods transfers to you upon delivery, provided full payment has been received.
Returns: Made-to-measure products are custom-made to your precise requirements and are therefore not eligible for cancellation or return once made. We strongly advise you to double-check your measurements and use our free fabric sample service.
Defective & Damaged Goods: All made-to-measure products are carefully checked before dispatch. You have 7 days from receipt to report any damage or defects due to manufacture or delivery. We may ask for photographs of the damage/defect and may request the goods be returned for full inspection. This does not affect your statutory rights.
Order Acceptance: You will receive an order confirmation, which you are responsible for checking. We cannot accept claims based on incorrect measurements or products if they match your confirmed order. We reserve the right to cancel any order at any time, in which case a full refund will be given within 7 days. No discounts or compensation will be offered if we are unable to proceed with your order.