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SHIPPING & RETURNS

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Shipping & Delivery

We aim to dispatch all orders as quickly as possible. Most orders are shipped on the same or next business day; however, processing may take up to 3 business days.

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You will receive a shipping confirmation email once your order has been dispatched.

If, for any reason, we are unable to meet the expected processing time, you will be contacted and given the option to maintain your order with a new delivery date or cancel it for a full refund.

Orders are shipped only on business days (Monday to Friday, excluding public holidays).

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Delivery Times & Costs

Shipping times and costs vary depending on the destination:

  • Portugal

  1–3 business days — 8€

  • Spain

  2–4 business days — 15€

  • Europe

  3–7 business days — 20€

  • Rest of the World

  Shipping costs available upon request

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International orders may be subject to customs duties, import taxes, or other fees, which are not included in the purchase price and must be paid by the customer upon delivery. These charges are determined by the destination country and are beyond our control. We recommend contacting your local customs office for more information before placing your order.

We recommend contacting your local customs office for more information before placing your order.

Delivery times are estimates and may be subject to delays caused by carriers, customs clearance, or other circumstances beyond our control. In such cases, Our Linen cannot be held responsible for delays.

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Tracking & Delivery

For tracked shipping methods, you will receive a tracking number via email.

We are responsible for your order until it is delivered to the address provided. Once delivery is confirmed by the carrier, responsibility for the package transfers to the customer.

All courier deliveries may require a signature upon receipt. Please ensure that someone is available at the delivery address.

Orders cannot be redirected once they have been dispatched.

It is the customer’s responsibility to provide accurate and complete shipping information. Our Linen is not responsible for orders returned due to incorrect or incomplete addresses, failure to collect the order, or absence at the time of delivery. Additional shipping costs may apply for reshipment.

Any issues or complaints related to the delivery service should be addressed directly with the carrier. However, we will always do our best to assist when possible.

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Stock & Availability

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All orders are subject to product availability.

In the event that an item is out of stock after an order has been placed, we will contact you within a reasonable timeframe to provide an updated delivery estimate or offer the option to cancel the order with a full refund.

 

Returns & Exchanges

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Right of Withdrawal (14 Days)

In accordance with European Union consumer protection laws, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing any reason.

To exercise this right, please contact us at info@ourlinen.pt within this period.

Items must be returned:

  • unused and in original condition

  •  in their original packaging

  • with proof of purchase

Unless otherwise agreed, return shipping costs are the responsibility of the customer.

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Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us as soon as possible.

In accordance with applicable consumer laws, Our Linen will cover all return shipping costs and offer a replacement, repair, or full refund, as appropriate.

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Return Process​

To initiate a return, please contact us at info@ourlinen.pt within 14 days of receiving your order.

Please include:

  • your order number

  • the item(s) you wish to return

  • the reason for return (optional)

  • photos, in case of defective or damaged items

Once your request is reviewed, we will provide you with return instructions.

We recommend using a tracked shipping method, as we cannot be responsible for items lost during return transit.

Return shipping is the responsibility of the customer, and items are returned at the customer’s risk until received by us.

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Refunds​

Refunds will be issued using the original payment method once the returned item has been received and inspected.

Please allow 5–10 business days for the refund to be processed.

Shipping costs are non-refundable, except in cases of defective or incorrect items.

Please note that any customs duties, import taxes, or additional charges incurred for international shipments are non-refundable. These fees are imposed by the destination country and are paid directly by the customer to the relevant authorities.

If an order is returned due to refusal to pay customs duties or import taxes, the original shipping costs and any return shipping fees may be deducted from the refund.
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Non-Returnable Items & Conditions

To be eligible for a return, items must be unused, unwashed, and returned in their original condition and packaging.

We reserve the right to refuse returns or issue partial refunds in the following cases:

items returned after the 14-day return period
items that have been used, washed, or damaged beyond what is necessary to inspect them
items not returned in their original condition and packaging
incomplete returns (missing items, accessories, or packaging)

Returned items are subject to inspection upon arrival.

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If you have any questions, please contact us at info@ourlinen.pt.

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