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, please contact us promptly. We will assess the issue and arrange an appropriate resolution in accordance with applicable UAE consumer protection laws, including repair, replacement or any other remedy required by law.
This applies whether or not the packaging has been opened, and the hygiene condition above does not apply to faulty items. Where applicable, we will arrange collection at our cost.
Non-returnable and non-exchangeable items
- Items purchased during sales or promotional events — final sale, unless faulty or otherwise covered by applicable law.
- Items that have been used, washed, or are missing tags, inserts or original packaging.
- Gift cards.
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.
Order cancellation
Orders can be cancelled before processing begins. Once shipped, cancellation is not possible, and returns and exchanges are subject to the conditions outlined in this policy and applicable law. A shipping confirmation with tracking details and any applicable Cash on Delivery amount will be provided.
Shipping
📦 Return and exchange shipping or pickup charges are the customer’s responsibility, except where an item is faulty, damaged or incorrect, in which case we cover the applicable costs.
How to start a return or exchange, or report an issue
- 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 or exchange, or have a concern about your order, our Customer Services team is happy to help. Your satisfaction remains our priority.