Support & FAQ
Find quick answers about Linen and Co products, ordering, delivery, care, and trade services. Need personalized support? Contact us anytime.
Welcome to Linen and Co Support. Here you'll find answers to common questions about our products, ordering, delivery, care, and trade services.
If you need further assistance, please don’t hesitate to contact us directly via email, phone, or WhatsApp. We’re here to help!
Orders and Payment
You can place an order directly on our website. If you need help choosing sizes, fabrics, or quantities (especially for hospitality), contact us and we’ll guide you through the best options for your space and budget.
Yes. We supply hospitality and trade clients with dedicated pricing. You can apply by completing our Trade Registration Form, or contact us directly and we’ll assist.
Production starts once full payment has been received and your order details have been confirmed.
No. We require full payment before production and we do not offer credit facilities.
If production has not started yet, we’ll do our best to help. Once production has started (especially for custom items), changes and cancellations may not be possible. Please contact us as soon as possible with your order number.
Lead Times and Delivery
Ready-made items are typically dispatched within 2–4 business days.
Made-to-order items generally take 3–14 working days depending on the product and order size.
Yes. Custom sizing and bespoke orders may require additional lead time. Embroidery can add approximately 1–2 weeks depending on complexity and volumes.
Yes — absolutely. If you have an urgent deadline, contact us as soon as possible with your requirements. We’ll confirm what’s achievable and prioritise production and delivery where we can.
Yes, express delivery is available in many areas. Delivery timelines depend on your location and courier availability.
Yes, express delivery is available in many areas. Delivery timelines depend on your location and courier availability.
We deliver within South Africa and to select African countries. If you’re outside South Africa, contact us with your location and order requirements and we’ll confirm options.
Returns and Refunds
Because most Linen and Co products are made to order, we do not accept returns for change of mind or incorrect ordering. If you’re unsure about sizing, fabric, or suitability, please contact us before placing your order — we’re happy to advise.
Yes. For hygiene and safety reasons, certain items cannot be returned or exchanged unless they are faulty or defective. If you’re unsure whether an item is eligible, please contact us before ordering.
If you believe an item is faulty or defective, please contact us as soon as possible with your order number and photos. We’ll assess the issue and advise the next steps in line with our quality guarantee.
No. All returns must be pre-arranged and authorised by Linen and Co. Unarranged or unsolicited returns will not be accepted.
Refunds for approved returns (for example, faulty/defective items) are processed after inspection and confirmation. We aim to resolve approved refunds promptly.
Commercial and hospitality return terms may differ depending on the project and order type. Please contact us and we’ll confirm the applicable terms for your order.
For complete details, please see our Full policy here → Returns Policy.
Product Care, Quality and Sizing
You can view all our product sizing information on our Size Guides page.
Proper care extends the life and appearance of your linens. We recommend following the specific care instructions for each fabric.
For detailed guides, please visit our Care Guides.
Washing temperatures vary by fabric type. Polycotton percale can handle warmer washes, while cotton percale benefits from moderate temperatures.
For exact instructions, refer to our Care Guides.
Yes, but follow the care instructions for each product to avoid damage. Our care guides provide detailed advice on drying and ironing best practices.
Yes, we stand by the quality of our linens. Warranty is valid when care instructions are followed correctly. Damage from improper care, such as bleaching or overheating, is not covered.
Contact us with your purchase details and photos of the issue. We will assess your claim and guide you through the process.
Customisation andBespoke Services
We offer a range of custom options depending on the product, including bespoke sizing, embroidery/branding, and tailored finishes. If you’re not sure what’s possible, contact us with what you need and we’ll advise.
Yes. We offer embroidery, monograms, and branding for hospitality and trade clients. Share your logo or requirements and we’ll guide you on placement, thread options, and lead times.
Yes. Many of our products can be made to custom sizes. Send us your measurements (and the product you’re looking at) and we’ll confirm feasibility and pricing.
Lead times vary depending on the product and the level of customisation. We’ll confirm an estimated timeline once we have your requirements. (Embroidery may require additional time.)
Absolutely. If you’re ordering for hospitality, we can recommend the most suitable fabric, finish, and closure options based on your use case, laundering, and budget.
The easiest way is to contact us with what you need (product, quantities, sizes, and any branding). We’ll come back with recommendations and a quote.
Trade and Hospitality Clients
Trade pricing is available to hospitality and industry professionals, including hotels, guesthouses, lodges, spas, interior designers, decorators, and other trade clients.
No — we don’t require minimum order quantities for trade or hospitality clients. If you’re ordering in volume, we can also advise on the most cost-effective options for your operation.
Yes. Bulk discounts may apply depending on product type and order volume. Contact us with your quantities and we’ll confirm the best pricing available.
Yes. We can recommend the best fabric, finish, and product mix based on your guest experience goals, laundering requirements, and budget.
A: Yes. We offer bespoke sizing and branding options for hospitality clients, including embroidery and custom labels where suitable.
Yes — absolutely. If you have an urgent deadline, contact us as soon as possible with your requirements. We’ll confirm what’s achievable and prioritise production and delivery where we can.
Start by telling us what you need (product type, quantities, sizes, and any customisation). We’ll come back with recommendations and a quote.
Contact and Support
You can contact us via email, phone, or WhatsApp and we’ll assist with product questions, sizing, trade enquiries, and quotes.
- Email: info@linenco.co.za
- Phone: 010 109 4950
- WhatsApp: 066 291 8292
To help us assist you quickly, please include your order number (if applicable), the product name(s), sizes/quantities, and any deadlines (especially for hospitality or urgent orders).
We aim to respond within 48 business hours. Urgent requests are prioritised where possible — please include “Urgent” in your message and your deadline.
Yes. We’re happy to advise on fabric options, sizing, and the best product mix for your home or hospitality property.
Our Support & FAQ page covers ordering, delivery, returns, care, customisation, and trade services.
Start by telling us what you need (product type, quantities, sizes, and any deadlines or branding). We’ll guide you on the best options for hospitality use and come back with recommendations and a quote.
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