Policies and Procedures
You may reach us at the main Website offices, located at French Quarter Linens in Portland, Oregon: 888-200-7498 M-F 10am-6pm PST. You may email us anytime: firstname.lastname@example.org.
Policies, Shipping & Returns
Our commitment to you includes price matching with our competitors' sale prices. We ensure you receive the best service without compromise.
We offer complimentary UPS Ground shipping to the contiguous United States for orders over $200. We require a signature upon delivery for orders over $500. We are not responsible for delays within the shipping process; shipping fees are non-refundable. All orders ship complete.
Custom Quotes for Expedited Shipping can be arranged. Please email us at email@example.com for a custom shipping quote.
Shipping internationally can be arranged. Please email us at firstname.lastname@example.org for a custom shipping quote. You will be responsible for any additional fees, taxes, and duties assciated with your shipment.
We offer a vast collection of options that are made to order. Other customizations (special sizes, embroideries, or monograms) are also available. Labeled “special order” along with lead-times, these products are not eligible for expedited shipping or return. If you are unsure of your choice you can order swatches by emailing email@example.com
Complete satisfaction is our primary goal, and we encourage you to order swatches prior to purchase to ensure the perfect choice. In the event an item is not as expected we accept returns on in-stock items within 14 days of order delivery. Items must be unused, in new condition, and in their original packaging. For hygienic reasons, duvets, comforters, sleeping pillows, mattress pads, and face masks are not eligible for return.
Items labeled “Special Order” may not be returned. Clearance merchandise is also
A 20% restocking fee will be charged for returns. Refunds are issued minus the restocking fee, and all shipping costs. Returns received without prior authorization will not be accepted. To request a return please email firstname.lastname@example.org.
Credit Card Policy
We accept all major credit cards. We have set up our system to capture a pre-authorization for the amount of your order. Your card is charged in full when your order is processed. If there are changes that need to be made to your order, you will be notified.
Out of Stock Items
It is possible for items to sell out or become unavailable. We will inform you via email of any item that is or has become out of stock, as well as the associated arrivial time provided by the purveyor. Timelines are not final and are subject to change.
We happily match competitor pricing on identical merchandise. Please provide the website address, email, or advertisement showing the product name, style, color, number, dimensions, price, and current date. Upon verification, we can issue a price override for the item in question. The item must be new, in its original packaging, and sold from a verified source. Price matches will not be considered from eBay, Craigslist, or other unmonitored third-party sources.
When can I expect my order?
If an item is denoted as “in stock,” it means this is an item we typically have on hand. We do our best to ship within a few business days of your order date. Once the carriers receive your package shipping can take 7-10 business days depending on your location. If an item is denoted as “special order,” we order it for you direct from the purveyor. Depending on the purveyor, we will list a range for your lead-time. The item is either shipped to our store and then to you, or in most cases directly to you. Some purveyors take more time than others to make sure your items are to their standards. Please make note of the lead-time associated with your items when you order.
How many shipments should I expect?
We will default to the most efficient way for you to receive complete shipments in as few packages as possible. If an order is taking exceptionally long to fulfill, we will reach out to you regarding the delay, and offer to ship a partial order.
The style or color I’m looking for is not here. Where can I find it?
We have long standing relationships with our purveyors and access to pretty much anything that is still in production. The collection we represent online is highly curated. If there is a color or style you are looking for and do not see it on our site, just give us a call or email us at email@example.com. We’ll do our best to get it for you.
Can I order something with custom measurements or have something altered?
In a lot of cases, yes! One of the hallmarks of luxury linens is catering to custom pieces. Please call or email us at firstname.lastname@example.org and we will look at options together.
I’m new to luxury bedding. Where do I start?
Depending on the size of your bed, geographical location, aesthetic, and sleeping preferences, every customer has a different set of needs in dressing their bed. The tried-and-true rule is sheets belong in sets of three: one for the bed, one for the closet, and one for the wash! As for the items that belong on a bed? That is up to your personal preference. There's no wrong way to make a bed. Check out our Anatomy of a Bed glossary for more information.
How do I know what firmness I want in a pillow?
There are a lot of theories, but it boils down to preference. A “soft” pillow will prop your head up the least and is great for stomach sleepers. A “firm” pillow provides more structure and is an excellent choice for a broad-shouldered person. A “medium” will fall somewhere in the middle. It is a good rule of thumb that a pillow will lose a little bit of its loft during the breaking in period, so err on the side of more firmness than less.
What is the difference between percale and sateen?
Not to be confused with “satin,” sateen is simply a different way of weaving a material. Whereas percale weaves “over-under” for every single thread, a sateen weave skips over a couple threads at a time to give it a smoother, silkier feel. As a result, percales are generally more crisp and tailored feeling, like fine hotel sheeting. Sateen has a more relaxed feel, beautiful drape, and helps retain a little heat.
Can I get a swatch of fabric before ordering?
Absolutely! We have access to many different fabrics for sampling. If there is a product you are interested in simply contact us to request a sample. If we cannot make a cutting for you, most fabrics are available for check out with a valid credit card. All samples must be returned within the time frame discussed with your sales representative.
I can’t get my discount code to work. What do I do?
First, make sure the items in your shopping bag are eligible for the promotional offer. Second, there is a place in checkout to enter the code, and it will not apply until you move to the next step. If it still doesn’t work, go ahead, and place the order and send us a follow up email or give us a call. All orders are reviewed before your card is charged, so we can make sure you are only charged for the correct amount.
Can I have my order gift-wrapped?
We offer gift wrapping on select items. Please email us to inquire!
I just placed an order and I need to change or cancel it. How do I do that?
No problem! Please call us during business hours or email anytime so that we make the appropriate changes.
Can I have items monogrammed?
Many of our purveyors offer quite extensive monogramming options, and we also have internal resources we can explore if your items lend themselves to custom embroidery. Please call or send us an email to inquire about your monogramming options.
Can I return an item in store that was purchased online?
At this time our stores cannot accept returns on items purchased online. If you have an item that needs to be returned call or email us and we will take care of it. Please keep in mind some items are not eligible for returns.
How come the item I ordered looks different from the same one I got a few years ago?
The nature of luxury linens revolves around character, handcrafting, small-batch dyeing, and careful finishing. Since we support purveyors with artisan, limited, and small-batch production variations in dye lots, fibers, weave, and finishes are natural and not uncommon. It is also possible that the purveyor may have altered the design or discontinued a particular color. These characteristics make your bedding what it is, and therefore your bedding may not be identical to what you had purchased prior.
Is my linen supposed to look like this?
Linen’s natural beauty lies in its flaws—variations in texture, weave, and dye lots are not only normal, but also desirable. Linen is notorious for getting softer and more pliable with time. It will naturally wrinkle. Leave as is for a relaxed look, steam or iron for a more refined look. It is also normal for linen to produce a lot of lint in the dryer for the first handful of washes.
How do I care for the items I purchased?
We do our best to relay all purveyor recommendations for care, as well as our own tips and tricks on the product detail pages. Check out our CARE PAGE, and if you have additional questions or concerns, feel free to contact us for our expertise.
I’m a professional interior designer. Do you have a trade program?
We offer a competitive trade discount for verified professionals. Please visit our TO THE TRADE page to submit your information for consideration.
Do I have to have a customer profile to make a purchase?
You are welcome to check out as a guest. We recommend creating a profile so that you have access to your purchase history for future ordering.
Can I buy a gift card?
Physical gift cards are available in three designs and in the following denominations: $50, $100, $250, $500, $750, $1000, $1500, and $2500. E-Gift cards are available online, and are available in $50, $100, $250, $500, $750, and $1000 amounts. At this time, physical gift cards can only be redeemed in store, or by phone while making an online purchase.
Can I order by phone?
Absolutely! We are here to assist you, Monday-Friday, 9am-5pm PST. Feel free to email us or leave a message any time with your contact information and we will get back to you the next business day!
How do I know what size bed skirt I need?
In general, the bed skirt “size” will be the same size as your mattress. For example, if you have a queen-sized bed, a queen-sized bed skirt should do the trick. The “drop” is how far the bed skirt will hang down from its starting point to the ground. In general, your skirt should stop just above the floor, about ¼”. Bed skirts are either ruffled or tailored—the style will be noted in the product description.
What exactly is linen?
Linen is a type of fabric woven from the flax plant. Linen has been used in garment making for many thousands of years and is one of the most durable fabrics known! It is naturally and beautifully imperfect. It is cool to the touch, and incredibly breathable. Fabrics are made of many materials now, and “linens” collectively refers to bedding, sheets, table dressings, and other soft textiles. Historically these items were uniquely made of linen many years ago.
How do I know what foundations are necessary in dressing my bed?
There are many things to consider when putting together your perfect bed. Foundations usually get lost in the shuffle. Mattress pads and bed skirts help protect your mattress and can add an additional layer of comfort. Choosing the right duvet insert plays a part in temperature regulation, and the correct sleeping pillow will support your neck and give you a restful night. If you are unsure of where to begin, give us a call or send an email and we can guide you through the process.
My down has lost its loft. Is there a way to restore it?
In most cases, down’s loft can be restored by leaving the item in the sun for an afternoon—or tumbling it through the dryer on low with dryer balls. We recommend cleaning down according to the instructions regularly or sending it to be cleaned by a down specialist. Do NOT dry clean. Sometimes down can be added to your item for a fee depending on the purveyor. In other cases, it may simply be time for a new pillow or duvet.
What is down?
Down is the soft under plume of a bird. Down used in bedding is usually from a duck or goose and resemble a dandelion fluff. These are not the feathers. Down retains and regulates heat with each cluster being virtually weightless. Its insulation qualities are unparalleled and because of this down is used in many industries. “Fill power” is the amount of space one ounce of down occupies in cubic inches. A higher fill power uses larger clusters and offers the ability to trap more air to retain a higher loft. First time down customers should always read up all the product descriptions, and chat with one of us for guidance.
What is Linen Society?
In addition to being the overarching company name for our family of luxury linen boutiques, Linen Society is our online store, and the label representing our design collaboration with Italy’s finest weavers and artisans. Our team travels to purveyors around the globe to commission items and collections based on all the qualities we want to see in a product… creating a truly unique amalgamation of the finest linens available.
Can I delay the shipping of my order?
If you have special circumstance regarding the shipping and delivery of your order, please contact us directly to discuss your needs.
Can I ship to a PO Box?
In some cases, we can ship to a PO Box. If you would like your order shipped to a PO Box there is additional time involved with fulfillment. Expect timelines to be extended by one week to allow for the extra shipping.
My fitted sheet isn’t quite fitting right. What am I doing wrong?
In most cases the fitted sheet is on sideways! Turn your sheet 90°, and try again. It is difficult to determine which sides are supposed to run lengthwise and vice versa on something with elastic that skews its shape. Fitted sheets are also not supposed to fit taught. This allows for fabric to give when weight is applied across the surface. The tighter the fitted sheet is pulled, the more likely it is to wear out, bald, or tear. Most fitted sheets are made to accommodate mattresses up to 17 inches deep. If your mattress is particularly shallow or tall, you may notice a difference in fit. All of these situations are normal—and a few washings usually help the sheet break in and find its life. As a side note, folding a fitted sheet is a both a mystery and an art… and some of us professionals haven’t even mastered it yet!