FAQ - OLD Version

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Order Questions

I am a returning customer, how do I place an order

When you order an item we'll ask you to log into your account at checkout. You may also log into your account at any point in time, to track an order; review your order history; add saved items; store multiple shipping addresses; change your billing address or other account settings.

Where is my confirmation e-mail?

As soon as you place an order, we'll send you an email confirming the details. If this hasn't arrived in your inbox yet, have a look in your 'junk' folder – it may have gone in there. If not, please get in touch and we'll get one sent out to you pronto.
We'll also notify you by email as soon your item is picked up, informing you the carrier and the estimated arrival date of your order. That email contains a link taking you to our live page to track the progress of your order. If you have ordered multiple items, we’ll notify you as each separate item is picked up.

I cancelled an order but there is a charge on my account. Huh?

This only occurs when your credit card provider places a Hold on your card to verify the account contains sufficient funds for your purchase. Your monthly statement was mailed after you cancelled your order but before the Hold was removed (normally in three days). Your credit will show up on your next statement but if you want to be sure, please contact your credit card provider.
We charge your card only when your merchandise has shipped. No funds are transferred to us until your package is placed on the shipping docks for carrier pickup.

Can I cancel an order if I change my mind?

You are free to cancel your order any time and get a full refund until your item has been placed on the pickup dock for our parcel carriers. Simply email us at orders@perfectlinens.com to arrange the cancellation. We would then refund you the amount paid for the product except possible handling and logistics costs. Cancellation after that time will need to be made at the time of delivery, via a refusal of delivery and you will be liable for outbound return shipping costs.

Can I change my existing order?

Once you’ve placed an order, we’re not usually able to make any changes but please contact us for the best advice. Simply email us at orders@perfectlinens.com to arrange the change. You can also call us toll free: (800) 399-3643.
Any change to the order will have to be approved by Perfectlinens.com before any confirmation. We would then advise you if this can be done and what would be the changes and possible additional costs.

Multiple shipments

After you place your order online, you will receive an order confirmation and it will break down your order into the different shipments. Also when your package is delivered your invoice will display which shipment has arrived out of how many.

When will I receive my items?

All our home textiles are in stock and all orders ship within 1 – 2 business days. We aim for your items to arrive at your door in 7 – 8 days from when you place your order. They might arrive sooner than this, but we can't guarantee it.
We'll also send you a confirmation email once we've shipped your order, with a trackable link taking you to our carrier's website where you can see when your order is expected to arrive.

Do you sell to other businesses?

Right now, we're happy selling only to individuals. Plans for selling to businesses are in the works so if you have a valid Tax Resale Certificate and you'd like to know more, please sign up to our newsletter and we’ll update you on our progress.

Does Perfectlinens.com have a showroom or retail store where I can see the products?

To help keep our prices lower, our showroom is our website. You’ll find all the product information you need here, including details from in-depth research. We also take great care to describe each item as clearly as possible. If there's anything else you want to know, please get in touch.

Can I place an order over the phone?

We don't take orders over the phone, but our friendly Customer Representatives are on hand to talk you through placing an order on our website. You can reach us toll free at (800) 399-3643, Grace is at extension 3.

Where are Perfectlinens.com's products manufactured?

Our suppliers travel from Italy to India to find you the best home textile makers in the world. Most of our items are produced in Europe, some in India and some are made in the USA. Look for the special USA flag so you can spot the items made here.

Where do you ship to?

At the moment, we deliver only to the United States and Canada. If you live elsewhere, you should be able to enjoy Perfectlinens.com's beautiful home textiles soon. If you'd like to know when we start shipping to other countries, sign up to our newsletter and we'll keep you posted. Our parcel carriers deliver only to actual street addresses and we do not deliver to Post Office boxes or APO/FPO addresses.

I am new to Perfectlinens.com, how do I place my first order?

Firstly, a big, warm welcome to Perfectlinens.com - we're thrilled you'd like to place an order. You may create an account now, or simply start shopping and continue to checkout. You’ll have the option to create an account later if you want.
We’ll ask you to choose a password to create a new account. If you ever forget or wish to change your password you will find help here.

What about your Free Shipping promotion?

An order qualifies free of freight costs when it is shipped to a single destination within the continental United States. Shipments to Alaska and Hawaii will be assessed a $10.00 freight cost surcharge. Shipments to Canada are assessed a $45.00 surcharge.

Safe Shopping Guarantee

After processing your credit card information with your credit card company, we discard it – we do not store any credit card data. Access to sensitive data for potential fraud is simply impossible. Please see Security for further information or contact us if you have a problem.

My order seems to have been 'pending'/'processing' for a while now, is this normal?

Sometimes certain products, especially those that are custom-made, can take longer to be manufactured, this may be the reason your tracking progress has not changed. Get in touch with us and we'll give you more precise information. Payment

I don't see anything I can order

Firstly, a big, warm welcome to Perfectlinens.com - we're thrilled you'd like to place an order. To find products, you'll see "Shop Now" at the top of every page. Select from the dropdown options you'll easily find there. Also, on the homepage you can scroll down to "Featured Products" and select products to order.
You may create an account now, or simply start shopping and continue to checkout. You’ll have the option to create an account later if you want. We’ll ask you to choose a password to create a new account. If you ever forget or wish to change your password you will find help here.

What if I am tax exempt?

If you are in New York and are tax exempt, you may still place your order online. We will remove tax applied to your order when you email a copy of your order receipt and your New York State Tax Exemption form to payment@perfectlinens.com. Please allow 5 business days for us to process your exemption and to send an updated receipt to the email address on your order.

I need to update my credit card information.

To ensure maximum security concerning fraud, you cannot store credit card information with Perfectlinens.com. When big boys like Target Stores, Home Depot and our government suffered security breaches, we figured it was a risk for little uns like us. We hold no sensitive financial information at all -- what could be safer than that? While it's a minor inconvenience we're all guaranteed peace of mind. For more details, please see our Security page.

I'm having trouble paying through my PayPal account, what should I do?

If you're having problems placing an order using your PayPal account, simply get in touch and we will be glad to help.

Why has my payment failed?

This might have happened for a number of different reasons. First, check you are using a card that we accept (including Visa, MasterCard, Discover and American Express). Have you entered the card details correctly? Is your billing address in the USA?

If you've checked everything above and it still isn't working, we recommend you give your bank a call to check there are enough funds in your account to make the payment.

Can I pay by check?

Unfortunately not. But if you'd like to order a number of items for a business, please contact us and we can discuss a convenient way to pay. <h5">Where do I enter my discount coupon code? You'll see a big box named, "Discount" during checkout. Enter your code into the box then select "Apply." Your discount amount will immediately be subtracted from your order total. Your credit card, Amazon payments or Paypal account will be charged the new, reduced amount.

 

You can only use one coupon code per order, but our system is constantly evolving to accept more than one coupon.

What type of cards do you accept?

We accept all major credit and debit cards, including Visa, MasterCard, Discover and American Express. If you'd like to use a card other than the ones we accept, you can pay via Amazon Payments or PayPal.

Will sales tax be applied to my order?

Sales tax will only be applied to your order if your shipping address is in New York State. Outside of New York no taxes would be applied. Shipping & Tracking

My product has arrived but I want to return it.

If it's within 45 days of receipt, you may return sheets you have opened, used and washed. You must have a return authorization number to qualify for a return. To return your item, contact our CPR (Convenient Parcel Return) department or telephone (800) 399-3643 #4 from 8am-5pm Eastern.

My order is later than expected and I still haven’t received it - what should I do?

Firstly, we'd like to apologize. We work hard with our manufacturers to make sure you receive your items within the shipping window they promise. But if you have waited longer than our promised date (we’ll advise you as fast as possible of any expected delays that we are aware of) and wish to check on the progress of your order please log into your account and go to 'My Orders' to find a link that takes you directly to our parcel carrier’s website. Tracking details provided there are updated regularly with the latest delivery information. We can resolve the problem for you if you wish to contact us via email or telephone (800) 399-3643 from 8am-5pm Eastern.

You didn’t answer my question. How come?

Probably because this FAQ was written by a PR person. Please ask us your question using our contact us form.

I received the wrong product, what shall I do?

If you have received the wrong item, please set up a refund or replacement by contacting us and we can resolve the problem for you.

What if my order is incomplete?

If you are missing part of an order or product, please contact us and we can resolve the problem for you. Our home textiles are made by a number of different manufacturers so could arrive at different times.

I have tracked my order with UPS or FedEx and they said it’s already been delivered, but I don't have it – what should I do?

They may have left your delivery with a friendly neighbor. If you still haven’t been able to track it down then contact them toll-free by telephone at (800) 742-877 (UPS) and (800) 463-3339 (FedEx) for further information.
In most parts of the USA, both carriers now offer Parcel Service to schedule a delivery time for when you are home.

What happens if I'm not there when delivery is attempted?

Our parcel carriers, UPS and FedEx, will arrive with your items during normal business hours. They’ll attempt re-delivery for two additional days if you are not there for their first attempt.
If you’re not available, they will leave you a slip of paper with their phone number and your unique package tracking number. You will have the opportunity to call their toll-free number (800) 742-877 (for UPS) and (800) 463-3339 (for FedEx) and quote your tracking number to rearrange delivery at a time that suits you.

How can I contact your parcel carriers?

You can contact our parcel carriers after your item has been shipped by dialing toll-free (800) 742-877 (for UPS) and (800) 463-3339 (for FedEx). They will ask you for the unique package tracking number that we emailed you after your item(s) shipped. If you’ve misplaced your tracking number(s), don’t worry. Just log into your account and then select “My Orders” to retrieve it.
You may prefer to log into your own account and then click on “My Orders” to find a link that takes you directly to the UPS or FedEx tracking website, where you can get immediate updates on your shipment’s progress. This information is updated regularly with the latest delivery details.

General Questions

Can I change my delivery address?

You are able to change your delivery address up to the point your order is placed on the pickup dock for our parcel carriers. Changes to the delivery address must be done by contacting us, as this can’t be done through your account alone. Just e-mail us at orders@Perfectlinens.com and we’ll do our best to update your details on our system. If your order is already picked up, it may be too late to change your delivery address and you may be liable for any logistic or carrier costs incurred for rearranging delivery.
Would you like to notify us of a change in a phone number or any other special requirements, please get in touch with us.

I have bought several items, will they arrive at the same time?

It depends. Our home textiles are made by a number of different manufacturers so could arrive at different times. Unfortunately we are unable to combine the delivery of several items as each product could be shipped separately.

Can I track the progress of my order?

Yes, thanks to our clever live tracking system. Once your order on it’s way, you will be notified by an email which contains a link taking you to our live tracking page that’ll tell you exactly where it is.
You can also log into your own account after you’ve placed an order and select “Track My Order”, where you’ll see the items you’ve purchased recently. Choose the one you would like to track and we’ll take you to the live tracking page of our parcel carrier.
Our online tracking page is updated regularly with the latest information we have available.

How will my order be delivered?

Our parcel carriers are UPS and FedEx. We’ll notify you by email as soon your item is picked up, informing you the carrier and the estimated arrival date of your order. Our parcel carriers make three consecutive daily attempts to deliver to you.

How will I know you have received my return?

We'll email you to let you know each step of your return: received by our parcel carrier; acceptance at our returns warehouse; inspected and processed – and the amount of your return credit.
In the rare instance when you don’t receive our email, the parcel carrier may have lost your return package. We are not responsible for shipments lost in transit back to us. We recommend you ship with UPS, FedEx or US Post Office insured parcel post as these carriers provide proof of delivery. UPS and FedEx will reimburse up to $100 (the insured value can be raised for a nominal extra fee) in case of loss.
Just contact us and we’ll assist you in filing a lost shipment claim with our shipping partners.

How long will my refund take? How will I be refunded?

We’ll issue your refund when your returned package is received and inspected. Your account should be credited within 10 working days after receipt, depending on how you paid.
We like to keep things simple and safe, so we won’t refund a different card or send a check.

Who pays for shipping a return to Perfectlinens.com?

PerfectLinens pays for all returns, for any reason. If you are not satisfied with your PerfectLinens purchase and wish to return your order, just email us at Returns@PerfectLinens.com and we will arrange for a pre-paid return shipping label to be emailed to you.

We will arrange for the item(s) to be picked up at our expense and give you a full refund.

Manufacturers apply finishes to make sheets feel good when new so we suggest sleeping on your sheets for three launderings before making your final decision.

What if my order is damaged?

We have specially-trained quality assurance teams to make sure your order is up to our standards before we ship it to you, so damage is rare. Damage can occasionally occur during transit. If you are unhappy, please email us within 24 hours of delivery, sending us a couple of photos of the damage. Our team will assess the damage and, once approved, will arrange for the item to be picked up at our expense and either give you a full refund or order you a replacement. It's very important that you inspect your product upon delivery, as you'll be required to sign a form confirming that it was received in good condition.

How long will it take for my order to arrive?

We estimate between 5 - 7 days for your order to arrive as it depends on your location and that of our shipping warehouse. Occasionally items can arrive sooner than this.
When the delivery window is longer than normal, we'll tell you the latest lead-time on the product detail page of your selected item.

Returning a gift?

Don't worry, we won't tell the gift giver! We can accept your return and issue you a gift certificate via email so that you can purchase something that you really like. Contact us to get started. Your Account

Can I have multiple shipping addresses on file?

Of course. You can add them during checkout, or you can manage and edit addresses any time by simply clicking here and adding one or multiple shipping addresses. Please take this moment to delete any incorrect shipping addresses.

How do I change my billing address? My shipping address?

Change billing address: Sign in and go to the “Change Billing Address” page, where you can edit and save your new billing address. You can also edit your billing address during the checkout process.
Change shipping address: Sign in and click here to edit your shipping address(es). Also take this opportunity to delete incorrect addresses by selecting "delete" on any unwanted addresses. You may also edit or add a new shipping address during the checkout process.
Not signed in? Click here to log into your account.

I forgot my password – I want to change my password!

Forgotten password: Sign in and click here to be taken to the “Forgot your Password?" page. Enter your email address. After clicking "Submit" we'll e-mail you a link to reset your password.
Change password: Sign in and click here for the “Change Password” page. Add your new password and save it. Your new password will be active the next time you log into Perfectlinens.com. If you've forgotten your password and the email address you used is no longer valid click here to create your new account.

 

Not signed in? Click here to log into your account.

Do you sell Twin Size sheets? Full Size?

At this moment we selling a few Twin and Full Size items. We regularly add new products.
We will alert you as soon as other sizes are added -- but have you signed up for our newsletter?

I'm looking for more moderately priced sets of sheets.

Ah, "Price is what you pay, value is what you get.*" How many lower-price sheets have you purchased but rarely used after washing them a few times? You can't return those sheets so your dollar$$$ and time are wasted.

Instead of satisfaction, chances are 9 out of 10 you'll tolerate your sheets. It's why many customers tell us their linen closets are full of barely-used sheets! They aren't comfortable and you can't return them to get your money back.

Perfectlinens does the hard work of finding comfortable sheets. We search for superior sheets from manufacturers and importers around the world. Many of our suppliers are small, exclusive European mills.

We then test each sheet after they're laundered 10 times. We identify sheets which truly deliver exceptional comfort over their life-times.

When you consider the time and money you waste until your luck brings you a comfortable sheet, Perfectlinens isn't so pricey. Further, our scientific approach allows us to guarantee your money back if you're not 100% satisfied -- even after you've used your sheets (read more). No other retailer we know of makes such a strong guarantee.