Returns & Exchanges
Easy exchange. Any of our stores, within 30 days.
Any full-price item, bought online or in store, can be exchanged at any of our stores in Lahore, Islamabad and Karachi.
- Online orders: 30 days from the day your order was delivered.
- Store purchases: 30 days from the day of purchase.
What you can exchange it for
- The same item in a different size, or
- Anything else in the store. If it costs more, you pay the difference. If it costs less, the difference goes onto a voucher.
If your size isn't available
You choose:
- A voucher, issued on the spot for the full amount you paid, valid for 3 months at any of our stores, or
- Anything else in the store, with the difference paid or credited as above.
Conditions
- Unworn, unwashed and unaltered, with all tags attached and in the original packaging.
- Bring your receipt, or your online order number. The confirmation SMS or email is enough.
- Unstitched fabric can be exchanged only if it is uncut and in its original fold.
- Sale and promotional items cannot be exchanged, unless the item is faulty or we sent you the wrong one.
- Customised or altered items cannot be exchanged.
- Delivery charges are not refundable.
Refunds
We do not offer cash refunds. An exchange or a voucher is how we put things right.
Faulty or wrong item
If anything arrives damaged, faulty, or is not what you ordered, tell us within 3 days of delivery. Message us on WhatsApp, email or phone with your order number and a photo. Our customer care team confirms the fault, then:
- In Lahore, Islamabad or Karachi: bring it to any of our stores. We replace it there, or issue a voucher for the full amount. Your choice.
- Anywhere else in Pakistan: we arrange a courier pickup at our cost, then send the replacement free or issue an online voucher.
Tip: photograph the parcel and invoice before opening it. It helps us resolve any issue quickly.
No store near you?
Send the item to our warehouse at your own cost:
The Linen Company, Online Warehouse
31-Q, Gulberg 2, Lahore 54000
+92 316 7770770
Put your order number inside the parcel. Within 3 working days of receiving it, we ship your new size free of charge or issue an online voucher, whichever you asked for.
Vouchers
- Valid for 3 months from the date of issue.
- A voucher issued in store works at any of our stores. A voucher issued online works online.
- Want to use it in the other channel? Message us and we will switch it once.
- No cash value and no cash change.
Order cancellation
Orders can be cancelled before processing begins. Once an order has shipped, it cannot be cancelled and falls under this exchange policy.
We may cancel an order because of stock unavailability, a pricing error, or a payment issue such as a declined card.
If an order is refused at delivery, we are not liable for refunds or compensation.
International orders
Exchanges are not available on international orders, except where the item is faulty or we sent the wrong one.
Need help?
WhatsApp or call: +92 316 7770770
Email: hello@thelinen.company
Customer care hours: Monday to Friday, 9 am to 9 pm