Seamless Transactions, Considerate Resolutions — For the Global Event Professional

At Urquid Linen Shop, we understand that precision and reliability are paramount in event planning. Just as our table linens, pipe & drape systems, and glass charger plates are selected for their flawless presentation, our Returns & Exchanges policy is designed to provide clarity and confidence. We aim to make this process as straightforward as our checkout, ensuring your focus remains on creating remarkable events.

Policy Overview: We accept returns and exchanges for most items within 15 days of the delivery date. The item must be unused, in its original packaging, and in resalable condition. Please review the sections below for detailed instructions and important exceptions.

1. Eligibility & Conditions

To be eligible for a return or exchange, your item must meet the following criteria:

  • Timeframe: Request must be initiated within 15 days of the delivery date.
  • Condition: Items must be unused, unwashed, unaltered, and free of any stains, odors, or damage.
  • Packaging: All original tags, labels, and packaging must be intact and included.
  • Proof of Purchase: Your order number or invoice is required.

Non-Returnable Items

Based on the nature of our products and to ensure the highest standards of quality for all our clients, the following items are final sale and cannot be returned or exchanged:

  • Closeout / Clearance Items: These products are offered at a significant discount and are sold as-is.
  • Custom-Cut or Made-to-Order Items: This includes specific lengths of pipe & drape, truss covers, or table linens cut to unique dimensions per your request.
  • Opened or Used Products: For hygiene and quality assurance, any item that has been removed from its original sealed packaging, installed, or used at an event cannot be returned. This is particularly pertinent for tablecloths, table napkins, and overlays.

2. Step-by-Step Process

  1. Initiate Your Request: Within 15 days of delivery, contact our support team at [email protected] with your order number and details about the item you wish to return or exchange. Use the provided template below to ensure we have all necessary information.
  2. Receive Authorization & Instructions: Our team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and detailed shipping instructions. Returns sent without an RMA number cannot be processed.
  3. Ship Your Return: Securely package the item(s) in their original packaging. Include a copy of your RMA authorization email inside the package. Ship the package to the address provided in your instructions. We recommend using a trackable and insured shipping service, as you are responsible for the item until it reaches our facility.
  4. Inspection & Processing: Upon receipt, our quality team will inspect the item(s) to ensure they meet our return conditions. This process typically takes 3-5 business days.
  5. Completion: Once approved, we will promptly notify you and proceed with your chosen resolution: a refund to your original payment method or shipment of your exchange item.

3. Return Request Template

Please copy and paste the template below into an email to [email protected] with the subject line: “Return Request: [Your Order Number]”.

Subject: Return Request: [Insert Your Order Number Here] Dear Urquid Linen Shop Support Team, I would like to request a return/exchange for an item from my recent order. – Order Number: [Insert Order Number] – Customer Name: [Your Full Name] – Product Name & SKU: [e.g., “Poly Poplin Tablecloth – 120″ Round, Ivory”] – Reason for Return/Exchange: [Please specify, e.g., “Incorrect size,” “Color mismatch,” etc.] – Desired Resolution: [ ] Refund to original payment method [ ] Exchange for [Specify exact product, color, and size] I confirm that the item is unused, in its original packaging, and includes all tags. Please provide the RMA number and return shipping instructions at your earliest convenience. Thank you, [Your Name] [Your Phone Number – Optional, for faster coordination]

4. Refunds & Reimbursements

  • Timing: After your return is approved, refunds are processed within 5-7 business days. Please note that it may take an additional 5-10 business days for the refund to appear on your original payment statement, depending on your bank or card issuer.
  • Method: All refunds are issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal). We cannot issue refunds to an alternate card or account.
  • Amount Refunded: You will receive a refund for the cost of the returned item(s). Original shipping fees are non-refundable. For exchanges, we will cover the standard shipping cost for the replacement item to your address (excluding expedited shipping upgrades).
  • Return Shipping Costs: Customers are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., wrong item shipped).

5. Exchanges

For a seamless exchange:

  1. Follow the standard return process outlined above.
  2. Clearly state your desired exchange item in your request email.
  3. We will ship the replacement item via our standard shipping method (DHL/FedEx) once the return is received and approved. Expedited shipping for exchanges is available at an additional cost.

Need Assistance?

Our dedicated support team is here to help global event professionals navigate any post-purchase needs. For questions regarding returns, exchanges, or damaged items upon delivery, please contact us:

Email: [email protected]
Mailing Address: Urquid Linen Shop, 2462 May Street, Winchester, US 40391
Please include your order number in all correspondence for the fastest service.

© 2023 Urquid Linen Shop. All rights reserved. | urquid-linen.com
Seamless Transactions for Global Event Professionals
Last Updated: October 26, 2023