We want your shopping experience to be stress-free and enjoyable. Full-priced items may be returned for a refund within 14 days of delivery, or exchanged within 30 days of delivery, provided they meet the conditions below.
Returns — within 14 days
To qualify for a refund, please ensure that:
- ✔️ Items are unused, unopened and in their original condition
- ✔️ All tags and inserts are attached
- ✔️ Items are returned in their original brand packaging
Exchanges — within 30 days
Full-priced items may be exchanged within 30 days of delivery, on the same conditions as above.
Bedding, towels and other linens
For reasons of hygiene, bedding, towels, pillows, duvets, mattress protectors and similar linens cannot be returned or exchanged once their packaging has been opened, unless the item is faulty. Please inspect your order before opening.
Faulty, damaged or incorrect items
If an item arrives defective, damaged, incomplete, or not as described, you are entitled to a repair, replacement or refund under UAE Federal Law No. 15 of 2020 on Consumer Protection and Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means.
This applies whether or not the packaging has been opened, and the hygiene condition above does not apply. Please contact us promptly on discovering the fault and we will arrange collection at our cost.
Non-returnable items
- Items bought during sales or promotional events — final sale, unless faulty
- Items that are used, washed, or missing tags, inserts or original packaging
- Gift cards
Order cancellation
Orders can be cancelled before processing begins. Once shipped, cancellation is not possible, but the order remains eligible for return or exchange under this policy. A shipping confirmation with tracking and any applicable Cash on Delivery amount will be provided.
Refunds
Refunds are issued to the original payment method within 14 business days of the returned item passing inspection. For Cash on Delivery orders, refunds are made by bank transfer or store credit.
Shipping
📦 Return and exchange shipping or pickup charges are the customer’s responsibility, except where the item is faulty, damaged or incorrect — in which case we cover them.
How to start a return or exchange
- In store: bring your receipt or order confirmation to any TLC UAE store.
- Online orders: WhatsApp or call +971 58 585 3090, or email hello@thelinen.company
Need help?
Our UAE support team is here for you:
- 📱 WhatsApp / Call: +971 58 585 3090
- 📧 Email: hello@thelinen.company
- 🕒 Sunday–Thursday, 9:00 AM – 5:00 PM
If you need assistance with a return beyond these timeframes, our Customer Services team is happy to help — your satisfaction remains our priority.