Customer Service

Contact Us

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: hello@linensociety.com.

Policies, Shipping & Returns

Shipping

We offer complimentary UPS Ground shipping to the contiguous United States for orders over $200, after taxes and applicable discounts have been applied.  We require a signature upon delivery for orders over $500. Orders with destinations outside the contiguous United States will automatically be charged the applicable international rate based on the service chosen. We are not responsible for delays within the shipping process; and, shipping fees are non-refundable.

Expedited Shipping

Qualified items are available for expedited shipping and cost is calculated based on the applicable rate for service chosen; however, this will not speed up the production time of an order. Items that are custom or special order will be expedited after the production lead-time has been satisfied.

Shipping to Hawaii, Alaska, and International

You will be charged the calculated cost based on service chosen for destinations outside the contiguous United States. We currently only ship to North America, US Territories, Australia and New Zealand. These shipments cannot be expedited. Feel free to contact us if special arrangements need to be made, or if you are requesting delivery to other countries not listed. You will be responsible for any additional fees, taxes, and duties to accommodate your shipping needs.

Additional Requests

We do our best to ship items quickly and efficiently. Sometimes we need to pull items from a combination of our stores, warehouses, and manufacturers. We will notify you of any special circumstances in filling your order. If you have special instructions like “Please leave on the front porch,” “ship my items as they become available,” “or ship my order complete,” please write them in the space provided and we will do our best to accommodate your requests.

Custom or Special Orders, and In Stock Classification

Unless you are ordering a small quantity of an item that reads as “in stock,” your order is classified as a Custom or Special Order. This includes, but is not limited to the following: uncommon sizes, shapes, colors, and styles, a large or significant quantity of an item, a combination of items that would deplete in-store stock, an item with longer than one week’s lead-time, custom embroidery, and monogrammed items. All custom or special orders are non-refundable and payment is required in full at the time of order. If you have any questions as to whether your order falls under these guidelines, please contact us before placing your order.

Returns

We have been serving customers for over 80 years, and your complete satisfaction is our primary goal.  We encourage you to order samples, request fabrics, and speak with us before you place an order so that you can be sure you are making the best choices for you and your space. A few minutes with our experts can resolve most of the issues associated with returns, before you commit to your purchase. Since we offer these options and the vast majority of our business is based on custom and special ordered items, we invite you to become familiar with our return policy.

We accept returns on in-stock items only, within 14 days from the date of order. Custom or special orders are non-refundable. If special shipping arrangements or concessions need to be made for your order, such as a large quantity or discontinued fabric, your order becomes non-refundable. For hygienic reasons, all down products are non-refundable. We cannot accept items that have been laundered, used, soiled, altered, customized, monogrammed, and/or are missing their original packaging. All discounted merchandise is final sale with no exceptions. Shipping fees will not be refunded.

If your items qualify for return, you may request a return authorization by emailing us. If possible, leave the packaging sealed. Otherwise, all items must be nicely folded into their original packaging. We charge a 15% restocking fee. You will be responsible for all shipping charges associated with the return of your item. Refunds will be processed when the merchandise has been received, inspected, and approved for return.

Complimentary Gift Wrap

At this time, we can accommodate gift-wrapping for in-store pickup only. If your item has an unusual shape or size, we may not be able to complete your request. You will be notified if this is the case.

Credit Card Policy

We accept Visa, MasterCard, American Express, and Discover. 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 before your card is charged.

Out of Stock Items

It is possible that items sell out or become unavailable during your ordering process. We will inform you via email of any item that is or has become out of stock, as well as the associated ETA provided by the manufacturer. ETAs are not final and are subject to change by the manufacturer. We will keep you updated as we receive information. We generally hold items in your order until all items are ready to ship. If you would like us to ship your in-stock items ahead of time, please let us know.

Price Matching

We are happy to match any competitor’s 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.

FAQs

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 in one of our retail locations.  We strive to ship UPS Ground within a few business days of your order date. Shipping can take up to 7-10 business days depending on your location in relation to the west coast. If an item is denoted as “special order,” we typically do not carry that item in our retail stores and we must order it for you 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?

Every order is unique. We will default to the most efficient way for you to receive the most complete shipments in the least amount of time. We will usually send you an email to keep you aware, as well as tracking information when we receive it.

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 also 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 send en email. We can probably 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 so that we can look at all of your options together.

How do I know how many pieces I need?

Excellent question. A good place to start is our ANATOMY OF A BED GLOSSARY. You can always just call or email us too!

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. We recommend you begin with MEET YOUR SHEET to get an idea of what you may be looking for.

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, like fine hotel sheeting…. And sateen has a more relaxed feel, beautiful drape, and helps retain a little heat.

Can I get a swatch of fabric before ordering?

We have access to many different fabrics for sampling. If we have one available for the item that interests you, we are more than happy to have you examine it so that you feel confident in your purchase. Please 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, and must be returned within the time frame discussed with your sales representative.

What does “Special Order” mean?

An item that is noted as “special order,” is an item not typically stocked in our retail locations and must be ordered directly from the purveyor for you. The lead-time will be listed with your product selection. These products are not eligible for expedited shipping or return.

Where can I find my purchase history prior to 2018?

We love our new website and we hope you do too! Unfortunately, we were not able to carry over any purchase history information to our new servers. The good news is that you can call or email us and we will be able to look up your history in our local retail system.

When will my card be charged?

Your card will be charged after online Customer Service representative reviews your order for any issues or missing information.  If there are any questions, we will call or email you to confirm or clarify, and then we will then charge your card to process the order.

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, please call during business hours or send an email anytime so we can look out for your order. Go ahead and place it, because 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?

At this time, we only offer gift-wrapping on in-stock items and items smaller than 4x12x18.

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 this monogrammed?

A great deal 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.

Are French Quarter Linens and Samuel Scheuer Linens the same store?

French Quarter and Samuel Scheuer share the same owner, along with Grande Maison in Los Angeles and Manor in Portland— all under our Linen Society umbrella. Whereas these locations carry a largely similar collection of items from a shared catalog of purveyors, they maintain a unique personality and heritage, as well as some in-store exclusives.

Can I return an item in store that was purchased online?

Please make sure to check in with our online customer service representative to discuss your concerns about your purchase. If our team has approved your return or exchange, we will make arrangements for you to return the item directly to us. At this time, we are unable to accommodate in-store returns for online purchases.

How come the item I ordered looks different from the same one I got a few years ago?

We strive to support purveyors with artisan, limited, or small-batch production. The nature of luxury linens revolves around character, handcrafting, small-batch dyeing, and careful finishing. Variations in dye lots, fibers, weave, and finishes are natural and not considered defects. It is also possible that the purveyor may have altered their design, or discontinued a particular color. Because of these characteristics, 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—there are variations in texture, weave, and dye lots that 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. If you have additional questions or concerns, feel free to contact us for further 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 may have access to your purchase history at a later date.

Can I buy a gift card?

Gift cards are available in 3 different designs, in $50, $100, $250, $500, $750, $1000, $1500, and $2500 amounts. At this time, 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. Although it is difficult to manufacture by today’s standards, 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, and wears well. It is cool to the touch, and incredibly breathable. Even though fabrics are made of many materials now, “linens” collectively refers to bedding, sheets, table dressings, and other soft textiles because most of these things 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 while dressing your bed and foundations usually get lost in the shuffle. Mattress pads and pad 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 sleep. 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 your down according to the instructions regularly, or sending it to be cleaned by a down specialist. Do NOT dry clean. In select cases, 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 geese, are not feathers, and resemble a dandelion fluff. It retains and regulates heat with each cluster being virtually weightless. Its insulation qualities are unparalleled are used in many industries for these properties. “Fill power” is the amount of space one ounce of down occupies in cubic inches.  A higher fill power uses larger clusters and has the ability to trap more air, and 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 fifth online store, and is also 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 of the qualities we want to see in a product… creating a truly unique amalgam of the wonderful things we discover over the years.

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?

Unfortunately, we are unable to ship to PO boxes. You must provide a physical address to ensure proper and timely delivery.

My fitted sheet isn’t quite fitting right. What am I doing wrong?

Believe it or not, nine times out of ten, the fitted sheet is actually on sideways. It is difficult to determine which sides are supposed to run lengthwise and vice versa when you are assessing something with elastic that skews its shape. Fitted sheets are also not supposed to fit taught, in order 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, so if your mattress is particularly shallow or thick, you may notice a difference in how it fits.  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!