Call us: 1-800-399-3643, 9am-5pm EST

Frequently Asked Questions

Returns & Refunds
My product has arrived but I want to return it.

If you wish to return your item, you can set up your return online 24/7 by clicking here or email us at or contact our CPR (Convenient Parcel Return) department by telephone (800) 399-3643 extn. 4) during normal business hours. We will email you a pre-paid return shipping label.

Under what conditions can I return my sheets?

You may return sheets you have opened, used and washed within 45 nights of receipt.

How much of my money will be refunded?

You will receive a full refund on receipt of the returned item(s). The only exceptions are returns from Alaska and Hawaii, which will not be credited for the $10.00 freight surcharge and returns from Canada, which will not be credited for the $45.00 surcharge.

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

Returns are our expense. The only exceptions are returns from Alaska and Hawaii which will not be credited for the $10.00 freight surcharge; Canada returns will not be credited for the $45.00 freight surcharge.

How will I know you have received my return?

We'll email so you know your credit has been issued. Your email will include the amount of your return. 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 at and we’ll assist you in filing a lost shipment claim with our shipping partners.

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 three days). Your credit will show up on your next statement but if you want to be sure, please contact your credit card provider.

What if my order is damaged?

It's 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. Still, damage can occasionally occur during transit. Email us at or contact us by telephone (800) 399-3643 extn. 4) during normal business hours. Our team will arrange for the item(s) to be picked up at our expense and either give you a full refund or order you a replacement.

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 at to get started.

Shopping at
To where do you ship?

At the moment, we deliver only to the United States and Canada. Also, our parcel carriers deliver only to actual street addresses and we do not deliver to Post Office boxes or APO/FPO addresses.

What about your Free Shipping offer?

An order qualifies for free shipping on all orders shipped to a single destination within the continental United States or Canada. Shipments to Alaska and Hawaii will be assessed a $10.00 freight surcharge; to Canada we asses a $45.00 freight surcharge.
Returns from Alaska and Hawaii not be credited for the $10.00 freight surcharge. Returns from Canada will not be credited for the $45.00 freight surcharge.

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 4-6 days from when you place your order. They might arrive sooner than this, but we can't guarantee it.

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.

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 Please allow 5 business days for us to process your exemption and to send an updated receipt to the email address on your order.

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.

Secure Shopping
Do you save my credit card details? discards your credit card information after your order is shipped – 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 at if you have a problem.

Order Questions
I am new to, how do I place my first order?
Firstly, a big, warm welcome to - 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.
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.

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.

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 at and we'll get one sent out to you pronto.

Can I cancel an order if I change my mind?

You are free to cancel your order until your item has been placed on the pickup dock for our parcel carriers. Simply email us at to arrange the cancellation. Cancellation after that time will need to be made at the time of delivery, via a refusal of delivery.

Why is my coupon code not working?

The discount will be applied at the summary stage of the payment process. If this isn't happening, or you have any questions about using your coupon code, just get in touch with us at You can only use one coupon code per order.

Deliveries and Tracking Your Order
How will my order be delivered?

Our parcel carriers are the US Postal Service (USPS) and FedEx (for Canada we ship USPS only). 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 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 but please check the website at the time of ordering to get the latest lead-time on your selected item.
We'll notify you by email as soon your item is shipped, 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.

Can I track the progress of my order?

Yes, thanks to our clever live tracking system. Once your order on its 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. Our online tracking page is updated regularly with the latest information we have available.

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

It depends. Our sheets 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.

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

USPS and FedEx, our parcel carriers, will arrive with your item(s) 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 (1-800-275-8777 (for USPS) 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 by dialing toll-free (1-800-275-8777 (for USPS) and (800) 463-3339 (for FedEx). They will ask you for the unique package tracking number that we emailed you, or if you were not available when they attempted delivery, the number on the slip of paper they left. If you’ve misplaced your tracking number(s), don’t worry. Just log into your account and then select “My Orders” to retrieve it.

After tracking my order, UPS or FedEx 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. Get in touch with us at and we'll help if they don’t resolve your problem.

What if my order is incomplete?

If you are missing part of an order or product, please contact us at and we can resolve the problem for you.

I received the wrong product, what shall I do?

If you have received the wrong item, please set up a replacement online 24/7 or contact us at and we can resolve the problem for you.

What type of cards do you accept?

We accept all major credit and debit cards, including Visa, MasterCard and American Express. If you'd like to pay without a card you can choose between PayPal. Amazon payments, Apple Pay and Google Pay.

Can I pay by check?

Unfortunately not. But if you'd like to order a number of items for a business, please contact us at and we can discuss a convenient way to pay.

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 and American Express, D). 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.

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

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

I need to update my credit card information.

You cannot store or update your credit card information with We ensure maximum security against fraud as we do not store any credit card data. Access to sensitive data for potential fraud is simply impossible.

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

Forgotten password: Sign in and on “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 on “Change Password” page. Add your new password and save it. Your new password will be active the next time you log into 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.

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

Change billing address: You can edit your billing address during the checkout process. After you’ve established your account, sign in and go to the “Change Billing Address” page, where you can edit and save your new billing address. 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.

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 signing in and adding one or multiple shipping addresses. Please take this moment to delete any incorrect shipping addresses.

General Questions
Where are's products manufactured?

Our suppliers travel to Italy, Portugal, India, China and others to find you the best home textile makers in the world. Many of our items are produced in India or China, but some are made in the US – we feature a special “Made in USA” category so you can spot the items made here.

Where is located? What is your phone number?

Our warehouses are in different parts of the country. Our headquarters is in the Big Apple: 484 West 43rd Street, Suite 42-S, New York, NY 10036. Our phone number is (212) 273-1000.

Does 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 sheet as clearly as possible. If there's anything else you want to know, please get in touch.

You didn’t answer my question. How come?

Please ask us your question using our contact us form.