FAQ

What does ‘Made to Order’ mean?

It means the items we offer are made in our family-owned studio, in Transylvania, at customers’ request. Unlike mass production, this allows us to use the resources responsibly, to avoid unnecessary waste, and to make basic changes to the product according to your needs.

How long does it take to produce?

Each item is handcrafted with thoughtfulness and detail, which is why it can take up to 15 working days to produce your order. Our lead time can vary according to the number of orders we are processing. Please check the current lead time in each product description before placing your order.

Can you customize the items?

Yes, we can make some basic changes, like adjusting the total length, producing the garment in a different color, adding a pocket, or changing the neckline. Please send us an email at hello@sheslinen.com for more information. Also, please note that customized products are not refundable.

How do I make a purchase?

To make purchases on sheslinen.com, you don’t need to register. However, we recommend that you do in order to have a better experience. Once you have registered for an account, you can log in on our website and view your current and past orders at any time.

Can I place my order over the phone?

No, sorry.

When can I expect to receive my order?

We need up to 15 working days to produce, to which you should add the shipping time of 1-4 working days, depending on destination. A shipping notification and the tracking number will be sent to you once we deliver.

How do I find out what size I am?

Our size guide can be accessed from each product page. If you need our assistance, please feel free to contact us at hello@sheslinen.com.

How will I know if you have received my order?

You will receive an order confirmation in your email shortly after completing the purchase.

Can I change or cancel my order?

Yes, you can change or cancel your order within 24 hours after submission. Please contact us at hello@sheslinen.com.

I have added the incorrect shipping address, how do I change it?

The shipping address can only be changed before the order has shipped. Please contact our customer care team at hello@sheslinen.com.

I have received a faulty or incorrect item. What can I do?

If you have received an item you believe is faulty or incorrect, please contact us right away at hello@sheslinen.com. We will cover the cost of returning your item to us, so it can be repaired, replaced, or refunded.

How do I update my account information?

Your account information can be updated by logging into your account at the top right-hand corner of our website. You can change your contact info, billing, and delivery details as well as subscribe to and unsubscribe from any newsletters and mailings here.

How secure is shopping on www.sheslinen.com?

Our payments are processed via a secure checkout system provided by MobilPay, and you can pay by using Visa, Maestro, and MasterCard. Sheslinen.com uses the Secure Sockets Layer (SSL) security protocol, the most widely accepted Internet encryption standard.

I want to return my purchase. What do I do?

If you would like to return something, please notify us by email at hello@sheslinen.com.

We accept returns within 14 days of receipt. Returns received outside the above time frame are not to be accepted. Please note that all returned items must be in their original condition and must include their original packaging. Original shipping costs (and duties, if applicable) are non-refundable. The customer is responsible for return shipping costs.

Please note that customized products are not refundable.

Can I exchange my item?

Unfortunately, we do not offer exchanges. Since each item is made to order, if you would like to receive a different size, style, or colour, you should place a new order.

How / where do you ship your orders?

We deliver internationally to most countries.

In Romania, deliveries are carried out by Fan Courier, Monday to Friday, and are estimated to arrive in 1-2 working days. All international orders are shipped out through DHL Express, Monday to Friday, and are estimated to arrive in 1-4 working days, depending on location.

Which payment methods do you accept?

Online with debit/credit card (Visa, Visa Electron, MasterCard, Maestro); payment is secured by our partner MobilPay, known for the demanding payment security solutions offered. Such payment shall be made on a redirected page and secured by MobilPay. The completion of your data is safe, so www.sheslinen.com does not have access to your bank account details.

Cash on delivery is provided by our partner Fan Courier and is possible only in Romania, for uncustomized products.

How long does it take for me to get a refund?

The refund will be issued to the credit card used for the order, within 14 days after receiving your returned articles. The refund time frame depends on the credit card used. If the payment was made in cash, which is possible only in Romania, we will need a bank account number and the account holder’s name.

Please note that shipping costs and international customs taxes and duties will not be refunded.

 

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