Returns & Refunds

We want you to be happy with your LINNAIS order. As our products are personalised and made to order, our return policy is a little different from that of a standard online shop.

Personalised products

LINNAIS products are embroidered specifically for you based on the personalisation you choose when placing your order.

Because personalised products are made specifically for you, they cannot be returned or exchanged if you change your mind.

Please check your personalisation carefully before completing your order, including names, initials and spelling.

Can I change or cancel my order?

If you notice a mistake after placing your order, contact us as soon as possible at hello@linnais.com.

If we have not yet started personalising your order, we will do our best to make changes or cancel it.

Once embroidery or other personalisation has started, we may no longer be able to change or cancel the order.

Incorrect or faulty products

If something is wrong with your order, please contact us.

This includes products that arrive damaged, have a manufacturing defect or do not match the personalisation you ordered.

Please email us at hello@linnais.com with your order number and photos of the product so we can help you as quickly as possible.

Personalised products being excluded from returns does not affect your statutory rights if a product is faulty or incorrect.

What if I entered the personalisation incorrectly?

Please make sure all names, initials and other personalised text are correct before placing your order.

We embroider the text provided with your order. If the product has been made according to the information you submitted, we cannot offer a refund or replacement because of a spelling or personalisation mistake made when ordering.

If you notice a mistake before we have started personalising your order, contact us as soon as possible and we will do our best to change it.

Non-personalised products

If we offer non-personalised products, these may be eligible for the statutory right of withdrawal applicable to online purchases.

For eligible products, you have 14 days from receiving your order to notify us that you wish to withdraw from the purchase.

Please contact us at hello@linnais.com before returning anything so we can provide the correct return instructions.

Unless otherwise stated, the customer is responsible for the cost of returning a non-personalised product.

Refunds

If a refund is approved, it will be made using the original payment method.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Questions?

If you are unsure whether your order can be changed, returned or refunded, contact us at hello@linnais.com and include your order number.