Welcome to Linenvessel. Below you will find answers to common questions about our linen and cotton storage baskets, laundry hampers, payment methods, delivery arrangements and returns.
If you need further assistance, please contact us at cotton@linenvessel.com.
1. About Linenvessel
What products do you sell?
Linenvessel offers linen and cotton storage baskets and laundry hampers for everyday household organisation. Product pages provide information about available sizes, colours, materials and other relevant product details.
Where can I shop for Linenvessel products?
You can browse our collection and place an order through our official website:
How can I contact customer service?
Please email cotton@linenvessel.com for product enquiries, order updates, delivery questions, returns or refund requests.
Please include your order number when contacting us about an existing purchase.
2. Payment Methods
Which payment methods do you accept?
The payment methods available at checkout may include:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Other electronic wallets displayed at checkout
Availability may depend on your location, device, browser and the payment method supported for your transaction. Please refer to the options shown at checkout before placing your order.
When will my payment be processed?
Payment is processed during checkout according to the selected payment method. Your order confirmation will provide the relevant purchase details.
If a payment is declined or cannot be completed, please check your payment details or contact the relevant payment service provider before attempting another payment.
Will I receive an order confirmation?
Yes. Once your order has been successfully submitted and confirmed, we will send an order confirmation to the email address provided at checkout.
Please check your inbox and spam or junk folders if the message does not appear.
What should I do if I believe I have been charged incorrectly?
Please email cotton@linenvessel.com with your order number, the amount in question and a description of the issue. We will review the available order and payment records and respond accordingly.
For your privacy, do not send your full payment card number or card security code by email.
3. Shipping and Delivery
Where do you ship from?
Orders are prepared for dispatch from Canada for delivery to the European markets we serve.
Which delivery services do you use?
We work with established carriers, including DHL, FedEx and UPS, using Priority services where available for the destination and shipment.
The applicable carrier and service may vary according to the delivery location and order requirements.
How long does delivery take?
Our estimated delivery time is 5–12 business days from dispatch.
This is an estimate rather than a guaranteed delivery date. Actual transit times may vary because of carrier operations, destination-specific arrangements, customs procedures where applicable, public holidays or other transport disruptions.
Where a mandatory delivery deadline applies under the relevant law or your order agreement, that deadline takes precedence over a general estimate.
Will I receive tracking updates?
Yes. We send shipping notifications to the email address provided when you place your order.
Depending on the tracking information supplied by the carrier, updates may be sent at key stages, including:
- When your order is dispatched.
- When the parcel reaches a carrier facility or another tracking point.
- When the parcel progresses through the delivery network.
- When local delivery arrangements or final delivery updates become available.
Please check your inbox and spam or junk folders for these messages.
What should I do if my tracking information has not changed?
Carrier tracking information may not update at every stage of transit. If your tracking information remains unchanged for an extended period or your parcel appears delayed, please contact cotton@linenvessel.com and include your order number and tracking reference.
We will review the available information and contact the carrier where appropriate.
What happens if my order has not arrived within 5–12 business days?
Please email us if your order has not arrived within the estimated delivery period.
We will review the tracking information and, where appropriate, open an enquiry with the carrier. Following the investigation and consideration of the circumstances, we may arrange a full refund or a replacement shipment, subject to applicable law.
If a statutory delivery deadline has been exceeded, we will follow the relevant legal requirements concerning additional delivery time, cancellation and reimbursement.
You will not be required to wait indefinitely for an undelivered order.
What happens if my parcel is lost or damaged during delivery?
Please contact us at cotton@linenvessel.com and provide your order number and relevant details.
We will review the circumstances and, where appropriate, investigate the matter with the carrier. Where the parcel is confirmed lost or arrives damaged, we will consider the appropriate refund, replacement or other remedy under the circumstances and applicable law.
For consumers covered by applicable European rules, the risk of loss or damage generally remains with the seller until the consumer, or a designated person other than the carrier, physically receives the goods.
4. Returns and the Right of Withdrawal
Can I return an item if I change my mind?
For consumers covered by the applicable EU consumer withdrawal rules, most online purchases of physical goods may be returned without giving a reason within 14 days of receiving the goods.
To exercise this right, please email cotton@linenvessel.com with a clear statement that you wish to withdraw from your purchase. Include your order number and the product you wish to return.
Certain statutory exceptions may apply where permitted by law.
How do I return an item?
Please contact us by email before sending your return so that we can provide the relevant return instructions and address.
Following a valid withdrawal notice, goods should be sent back without undue delay and within the applicable statutory period, ordinarily 14 days after notifying us of your withdrawal.
Unless we have agreed to cover the return cost or applicable law requires otherwise, customers may be responsible for the direct cost of returning goods following a change-of-mind withdrawal, provided this was disclosed as required by law.
Can I return an opened item?
Opening an item does not automatically remove your statutory withdrawal rights.
You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning. Where applicable law permits, a reduction in the refund may apply if the item’s value has diminished because of handling beyond what is necessary for that assessment.
Faulty or damaged goods are handled under the applicable rules for non-conforming goods.
How long does a withdrawal refund take?
Following a valid withdrawal, refunds will be processed without undue delay and within the applicable statutory period, ordinarily no later than 14 days after we receive your withdrawal notice.
Where permitted by law, reimbursement may be withheld until the returned goods are received or evidence of their return is provided, whichever occurs first.
Refunds are normally issued to the original payment method.
5. Damaged, Faulty or Incorrect Items
What should I do if my item arrives damaged?
Please email cotton@linenvessel.com after receiving the parcel. Include your order number, a short description of the problem and clear photographs showing the damage.
Photographs help us assess the matter and determine the appropriate next step.
Do I need to return a damaged item?
For eligible reports of items that arrive damaged, we may be able to resolve the matter using photographs and relevant order information without requiring the item to be returned.
If a return or collection is required under applicable law or is necessary to resolve a particular case, we will provide the relevant instructions.
Can I request a refund or replacement for a faulty item?
Yes. Please email us with your order number, a description of the fault and supporting photographs where available.
After reviewing the information, we will determine the appropriate resolution in accordance with the circumstances and applicable law. This may include a replacement, refund or another remedy available under the relevant consumer protection rules.
You retain any statutory rights that apply to faulty, damaged or incorrectly supplied goods.
What if I receive the wrong item?
Please contact cotton@linenvessel.com with your order number and photographs of the item received, where possible.
We will review the order details and advise you on the appropriate next steps, including a replacement or refund where applicable.
6. Refunds
How will my refund be issued?
Refunds are normally issued to the original payment method used for the purchase, unless another method is agreed and permitted by law.
How long will it take for a refund to appear?
After we initiate a refund, the time it takes to appear in your account may depend on the payment method and the relevant financial institution.
We will provide relevant confirmation when appropriate. This processing time does not extend any statutory refund deadline that applies to us.
Do I have to pay return costs for faulty or damaged goods?
Where applicable law requires the seller to bear the cost of resolving a fault or non-conformity, we will not transfer that cost to the customer.
For change-of-mind withdrawals, the customer may be responsible for direct return costs where this is permitted by law and was properly disclosed before purchase.
7. Order Changes and Cancellations
Can I change my delivery address after placing an order?
Please contact us as soon as possible if you need to correct your delivery address.
Changes may be possible before dispatch. Once a parcel has entered the carrier’s network, an address change may depend on the carrier’s procedures and may not be available.
Can I cancel an order?
Please email cotton@linenvessel.com as soon as possible and include your order number.
Cancellation may depend on whether the order has already been processed or dispatched. However, any statutory cancellation or withdrawal rights that apply to your purchase remain unaffected.
8. Customer Service
When can I contact Linenvessel?
You may email us at any time. Our team reviews enquiries during its normal working hours, which may vary according to business requirements and public holidays.
Please leave us a message whenever convenient. We aim to reply within 24 hours of receiving your enquiry. If further review is required, we will follow up as appropriate.
What information should I include in my enquiry?
To help us identify your order and respond efficiently, please include:
- Your order number, where applicable.
- The product name.
- A clear description of your question or concern.
- Relevant photographs or tracking details, where appropriate.
Please do not include passwords or full payment card details in your message.
9. Further Information
For full details of our purchasing, delivery, returns and privacy arrangements, please refer to the relevant policy pages on our website:
- Terms and Conditions
- Shipping Policy
- Returns and Refunds Policy
- Privacy Policy
- Cookie Policy
If you need assistance with any of these matters, please contact us directly.
Linenvessel Customer Service
Email: cotton@linenvessel.com