Returns and Exchanges

RETURNS

We hope you love your purchase but if you’ve changed your mind, no problem. Online purchases can be returned to us within 14 days of the days from the day you receive your order.

All products should be returned new, unused and with all garment tags and labels still attached.

Returns that are damaged or soiled may not be accepted and may be sent back to the customer at the customer’s expense. All products returned should have a Return Authorisation Number (RAN). Unauthorised returns will be sent back to the sender.

HOW TO RETURN A PRODUCT

Please follow these steps to return your items:

• Email customercare@trulylinen.com within 14 days of receiving your order to tell us which items you would like to return and request a RAN
• We will email back with specific instructions depending on the country you are returning your order from 
• Complete the Returns Form included in your order and include it with your returned parcel.

Products should be returned within 14 days of receiving your RNA, they should be carefully packed and returned in their original packaging to ensure a full refund.

All products must be returned via recorded delivery - returns sent in any other way may not be credited.

You will be notified by email once your return has been received and processed - this may take up to 10 working days days.

 

LATE RETURNS

Products should be received by TRULY LINEIN within 14 days of the date of your RAN request.

Returns outside these time frames may be accepted at the discretion of TRULY LINEN and may only be refunded as a credit note.

Please note that RNAs requested after 14 days from the date of the original delivery will be granted at our discretion.

CUSTOM ORDERS

You do not have the right to cancel the contract if the order is for goods which are specially designed for you, or which have been amended, modified or customised in accordance with your instructions.

EXCHANGES

We are not able to exchange merchandise on an existing order. You will need to place a new order if you would like to exchange an item for a different size or different colour.

FAULTY PRODUCTS

Products are classified as faulty if they are received damaged or where a manufacturing fault occurs within three months of purchase.

Please note that products that are damaged as a result of wear and tear are not considered to be faulty.

If you would like to exchange a faulty product please be aware that we can only replace it for the same product in the same size, subject to availability.

Where possible and in the first instance, we offer to repair faulty products.

REFUNDS

Refunds will be made within 10 working days of receiving and verifying the returned merchandise to the original method of payment. Refunds outside the EU will be refunded excluding taxes and duties incurred.

We are not liable for any differences in refunded sums due to foreign exchange fluctuations.