Frequently Asked Questions (FAQs)
Shipping & Delivery
What is 'My Account'?
‘My Account’ is a one stop for all the information related to your order(s). It gives you the complete control to do the following:
- Edit your personal information like name, email, address, etc.
- Change password
- Check your Loyalty Points
- Initiate a return / refund of your order
- Cancel an order
Is it necessary to have an account to shop at Linenclub.com?
Not necessarily. You can shop with the Guest user option. But, we advise to create an account and enrol for the Loyalty programme which will help you to earn rewards.
How can I find out if Linenclub.com delivers to my PIN Code?
When you are on the product view page, you can type in your pin code to check the delivery estimate time and if the pin code is not serviceable, it would let you know.
How do I know my order has been confirmed?
Once your payment is authorized and your order is completed, you will receive an email & SMS from Linen Club confirming the order placement. You would be provided with the order number, details of the order and the amount you have paid.
Do you take orders over the phone?
No. We do not take orders the phone. Customer would have to place the order by themselves. One could email the customer care support for any difficulties faced during placing the order.
How do I check the current status of my orders?
‘My Account' would provide you with complete information of your order including the status. In ‘My Account’, you could click on ‘Orders’ to get the complete details of your order.
I have already placed my order. Can I add more items to the same order?
No. Once the order is placed, you wouldn’t be able to add more items in it. You can place another order for the items missed out though.
What is the estimated delivery time?
The delivery time varies from cities to cities. Typically, it takes 3-7 working days. You could enter your pin code at the product view page to know the exact estimate time of delivery.
Order cannot ship to my area. Why?
There are a few pin codes which are not yet serviceable by our courier partners. However, we are putting our efforts into adding more pin codes and hence would request you to check back after a few days.
How are orders placed on Linenclub.com delivered to me?
Once the order is placed, Linen Club ships out the order through one of our various courier partners. All these partners are reputed logistic service provider. Once your order has been shipped you will get an e-mail and SMS informing you the details of courier partner and AWB number using which you can track your shipment. Furthermore, we would also share the estimate delivery dates via SMS and email.
Why did I receive only a part of my order?
The reasons why you would have partially received the order are:
- We shipped out your items in two different shipments. The other would still be in transit.
- The stock for the remaining items was not available. In this case, you will receive a call/email from our customer care informing you the same. Only after your confirmation, the order will be shipped to you. In the unlikely situation, if you are not available on your mentioned phone number, an e mail will be sent to you informing the same.
Does Linen Club deliver outside India?
You can place orders from across the world but delivery addresses are restricted to India. We are currently not doing international shipping of products.
What are the shipping charges?
Linenclub.com offers free shipping within India on all orders above INR 1000 & charge a flat rate of INR 49/ - non-refundable shipping charge on orders below INR 1000.
How can I track the delivery of my order?
Once your order is placed, Linen Club assigns your order to one of our courier partners. A SMS would be sent to your registered phone number with the details of the courier partner along with the AWB#. You can track the order using the AWB# on their respective website.
Returns & Refunds
What happens to my used reward points when I cancel/return my order?
When you cancel/return your order, the value of the reward points used will be credited to your Loyalty account as the Loyalty points and you can use it in your future orders. However, you cannot encash your reward points.
What happens to my used reward points when I partially return my order?
When you partially return your order, we refund the value of the reward points to your loyalty account as loyalty points, which you can use in your future orders. However, you cannot encash your reward points.
How do I initiate return on Linenclub.com?
Returns can be initiated online by logging into your Linenclub.com account, navigate to “Orders” section, select your order and click on returns. In case you have placed the order as guest user, you will be able to initiate return through ‘Guest returns’ available in the footer of the website. However, we advise to register with Linen Club before placing an order for hassle free returns.
When and how can I cancel an order?
Once you have placed an order, the details of your order populates in your ‘My Account’. You can cancel the order till it is not shipped. Once the order gets shipped, unfortunately you would not be able to cancel the order. However, if you have paid using credit card/net banking, you may choose not to accept the order and we will refund the amount to you, once the shipment comes back to us.
Do you exchange or replace items?
We do not have product to product replacement at Linen Club. However, if you have any problems with your order, especially in terms of fit, size or color, or if you come across any defects, we’ll be happy to refund it. All you need to do is return the product back to us within 15 days of delivery. You would be refunded once the returned item(s) reaches us. For Online Payments - refunds will be done through payment gateway. The refunds will be initiated within 48 hours of items getting received at the warehouse. It typically takes 7 to 10 working days for refunds to reflect in to your account which is completely dependent on your bank. While initiating the returns, you would be requested to share your account number and IFSC code of the bank to which you would want the refund amount to be transferred only if you want the refund against the Cash on Delivery (COD) orders.
I need to return an item, how do I arrange for a pick-up?
You could initiate a pick up for your order/item by going into My Account > Returns. You can initiate a pick up within 15 days of order delivered.
What is the pickup process?
Once you have initiated the process for a pick up, we request our logistic partners to arrange a pick up from your door step. They would in turn get in touch with you and get the item picked up. Please keep the items properly packed in a packet and mention the order number/invoice number on top of the packet.
I have changed my mind and would like to retain the product. What do I do?
Please email to our customer support team in case you want to cancel the reverse pick up of your item. If the item is already picked up by the Logistics Service Provider from your door step, we would not be able to cancel the return.
When are returns not possible?
When the below mentioned points are not fulfilled, returns are not possible.
- Return needs to be initiated within 15 days from the date of delivery.
- Item(s) of the order should not be used.
- The tags of the items should be intact and not removed.
When are Refunds provided?
Refunds would be initiated once the returned product has reached our warehouse. Refunds would be initiated within 48hours from the time your product is delivered to the warehouse.
What are the modes of refund available after cancellation?
Linen Club provides refunds in 2 different forms:
Prepaid / Online Paid: Orders placed with Credit Card, Debit Card or Net Banking, refunds will be done through payment gateway. The refunds will be initiated within 48 hours of items being received at the warehouse. It typically takes 7 to 10 working days for refunds to reflect in to your account which is completely dependent on your bank.
I would like to ship the return myself to Linenclub.com. How can I do this?
Yes, you can do this but, the logistics /shipping charges will be borne by you & in that case Linen Club doesn’t bear the responsibility in any case the Product is not delivered, lost by Courier etc. We advise to allow us to pick the product with the help of our Logistics partners.
What happens to my used loyalty points when there is a payment failure?
When there is a payment failure, the points used are credited back to your Loyalty account as loyalty points. However, you will not earn any points for this order.
When do I Earn Loyalty Points on an Order?
Loyalty points will be added to your loyalty account post the Return window of that particular order gets closed i.e. after 15 days of the Delivered orders.
How do I pay for a Linen Club purchase?
The payment options we support are:
- Credit Card
- Debit Card
- Net Banking
- Mobile Wallets
- Cash On Delivery (COD)
Are there any hidden charges when I make a purchase on Linen Club?
There are no hidden charges. The price shown against each product is the final price and you wouldn’t be asked to pay any more than that.
How do I pay using a Net Banking?
You can pay through your Net Banking account with ICICI, HDFC, IDBI Bank, Axis Bank, OBC, SBI and 30 other Indian banks. On the Payment page, choose Net Banking as your preferred mode of payment and click to place your order. This will take you to the banking site where you will need to enter your bank login details (Net Banking User ID and Password) and the transaction password. Once successful, you’ll receive a confirmation and your order will be processed. We support all major banks for Net Banking.
Is it safe to use my credit/debit card on Linenclub.com?
All credit card and debit card payments on Linen Club are processed through secure and trusted payment gateways. Linen Club does not store or capture any credit card or net banking related information. 3D Secure password service is used by Banks for online transactions, providing an additional layer of security through identity verification.
Can I make a credit/debit card or internet banking payment on Linen Club through my mobile?
Yes. You can make payment through the mobile site of Linen Club. The mobile site too uses trusted payment gateways which keep your card information secured and protected.