Frequently Asked Questions

General

Do you supply coloured towels and linen?
Ans. We are sorry to advise that at this stage we only stock white commercial textiles. Due to varied colour demands of our customers, currently we do not stock coloured items in bedroom and bathroom range. However, we do accept custom orders for coloured terry towel products. Pricing greatly varies depending on order quantities as each order is custom made by our factory. Minimum wait time for custom orders is 30 days and includes an optional embroidered logo feature and shipping to your nominated address. Please let us know if this interests you and we can arrange for a colour book and pricing table to be sent to you.
* Please note that a non-refundable deposit of 30% is required for all custom orders before production begins. MOQ’s apply.
Are your products safe for domestic use?
Ans. Absolutely. All Lint & Linen towels and linen are safe for domestic use. Our commercial products are specially designed with industry experts to last longer than average domestic use products, delivering users an enhanced experience and a superior performance. Try it for yourself and see the difference!

Do you have a price match policy?
Ans. Our promise: When assessing our price match policy from online stores we also take into account the added cost of delivery to your location (if any). If same specification products are in stock products, can be purchased and delivered to your location via an online store for a total price lower than the one we are offering, we will refund you the balance of difference. Same specifications include criteria such as GSM, thread-count, size, fibre content, dimensional stability, warp and weft count and compliance certification.
* Conditions (Item must be in stock at our competitor).
** Exclusions (Cash-back and coupon offers, stock liquidations, right to limit sales to reasonable retail quantities).

When do I receive my invoice?
Ans. Upon successful receipt of payment of your order you would receive an automated payment receipt followed by a Tax Invoice. You would also receive a hard copy of your tax invoice in an invoice enclosed label with the delivery of your order. If you do not receive your automated tax invoice within 2 hours of placing your order, please email accounts at accounts@lintandlinen.com.au with your details and you will hear back from us within 24 hours. If the matter is urgent, please feel free to call us at (03) 9015 7515 and press 3 for accounts.

How can I receive latest offers and promotions?
Ans. To receive updates in relation to our latest offers and promotions from Lint & Linen please subscribe to our newsletter by visiting Latest Promotions link under Navigation menu in the footer section of our website and submitting your details.

Is my product responsibly sourced?
Ans. At Lint & Linen, we take social responsibility seriously. We choose our partners carefully and our customers can always have a peace of mind that the products they are using are ethically sourced and legally compliant with relevant authorities. Lint & Linen follows a strict code of practice to ensure minimum negative impact of our activities on society and environmental loss. We actively seeks new ways to minimise our carbon footprints and to preserve diversity of life on our planet.

Product Catalogue
Do you have a product catalogue?
Ans. Absolutely. To download latest version of Lint & Linen product catalogue, please visit Product Catalog link provided under Navigation section of our website footer. To receive updates in relation to latest products on our catalogue please subscribe to our newsletter by visiting Latest Promotions link under Navigation menu in the footer section of our website and submitting your details.

Quality Assurance
How do you ensure quality of your products?
Ans. At Lint & Linen, our textile products intended for commercial use are subject to external testing including laboratory tests (A.S and ISO standards). The parameters include:  Dimensional Stability, Colour Fastness to Washing, Colour Fastness to Water, Colour Fastness to Perspiration, Colour Fastness to Rubbing, Colour Fastness to Light, Fabric Weight, Tensile Strength, Threads Per Inch, Composition, Pile Ratio(ISO Standards) and Yarn Count(ISO Standards). Any products that do not meet our results criteria are rejected and not included in our product range.

Claim Your FREE Sample Pack
I still need to check your quality. Can I get a free sample pack before I make-up my mind?
Ans. To ensure that our products can stand the test of time, all our products are subjected to various independent laboratory tests (ISO certified) before induction to our range. We still like to offer our customers peace of mind and take hassle away from your purchase. Therefore, to enable you to make best decision and to allow a comparison of our product with our competitors we offer eligible businesses our FREE sample pack.

How does the claim your Free Sample program work?
Ans. You can claim our FREE samples if you are a business and operate within one of the following industry categories: Accommodation, Healthcare and Hospitality. In order to claim your FREE samples you must supply the following information: Your full name, phone number, business name, valid A.B.N, valid email address with business domain & commercial address. If you meet our criteria, please visit Claim Your Free Sample page under Navigation menu in the footer section of our website.
What information is required for claiming Free sample pack?
Ans. In order to claim your FREE samples you must supply the following information: Your full name, phone number, business name, valid A.B.N, valid email address with business domain & commercial address.
How can I claim my FREE sample pack?
Ans. To claim your FREE sample pack please visit our claim your free sample page page and fill out the required information. Please include Business name in Company Name section and commercial address in Comments/Questions section.
Can I receive my Free samples at a domestic address?
Ans. As part of our brand protection program and to ensure a swift delivery of services, we require a commercial address for delivery of FREE samples to eligible business customers.

Add Customisations

Can I customise my towels and linen with embroidery?
Ans. Absolutely. We can add your custom logo to your towels and linen. Please forward us your logo image file in .PNG format to info@lintandlinen.com.au together with your requirements. For best results please use the highest resolution image and we will get back to you with a quote within 24-48 hours. If you do not hear back from us within 48 hours please feel free to reach us at info@lintandlinen.com.au
* Note: A full upfront payment is required before accepting all custom jobs. Customer to assumes full responsibility for any variations in colour, size , loss or damage to the product arising out of any customisations.

Payment Options
Can I buy now and pay later?
Ans. Absolutely. You can choose one of our interest free payment programs during checkout. Lint & Linen has partnered with Zip Pay to make it easy for our customers to pay for their purchases. You can choose to pay off your loan weekly, fortnightly, or monthly for any amount you choose as long as you meet the minimum required $40 monthly repayment, you can set up repayments as you like. Our Zip Pay interest free program lasts for 3 months.
Note* Minimum monthly payment and Zip Pay account fee may apply. Please refer to Zip Pay website for further details.

Do you accept EFT payments?
Ans. Absolutely. We accept EFT payments from our customers. To make your payment via EFT method, please choose pay via bank transfer when checking out on our website. If you have a custom order, please email your Purchase Order at accounts@lintandlinen.com.au .
How does the 30 Days Business Account program work?
Ans. We understand that cash-flow is a key part for any business. Our 30 Days Interest Free Business Account program is designed for businesses that need to buy our products frequently. To apply for 30 Days Business Account program please scroll to the Navigate section in our website footer and click 30 Days Business Account Application. You will then be redirected to our Business Account Application form. Please submit all necessary details and submit your application. We will get in contact with you within 24-48 hours after receiving your application. If you do not hear back from us within 48 hours, please feel free to reach our accounts team at accounts@lintandlinen.com.au or call us at (03) 9015 7515 and press 2 for accounts. Please allow at least 48 hours after submitting your application and before following-up on your application status with our accounts team.

Shipping and Tracking
Do you offer free express delivery?
Ans. To keep our prices low for our customers, we offer FREE standard delivery. We currently do not offer free express delivery services. However, you can accept to add express delivery services to your order by paying a small premium of $18 per boxed item. We will only charge you the difference between standard and express delivery cost charged by our courier services provider. If you do not wish to incur a higher charge, we suggest that you proceed your checkout with standard delivery option.

How long does shipping take?
Ans. Same city deliveries usually take 1-2 business days and interstate deliveries take 3-5 business days. COVID-19 may affect delivery times.
Can I pickup my order?
Ans. Absolutely. Please select Warehouse Pickup option as your delivery method. You will be notified once your order is ready for pickup. Warehouse pickup is available between 9 AM to 4 PM. To ensure a smooth delivery process, please notify our staff at orders@lintandlinen.com.au 30 minutes before your arrival.
How can I track my order?
Ans. Tracking your order with Lint & Linen is easy. We send you email tracking notifications at each stage of your delivery. You can also view your tracking information through our website. If you signed up for an account at the time of making your purchase, please login to your Lint & Linen account and navigate to Orders section in your profile. Select the order you want to track, scroll down to Shipping Details section and click Track to view the status of your order. If you have not signed up for a Lint & Linen account, on our website please scroll down to Track Order Status link under Navigate section in the footer. Please enter either your Order number & Email or Tracking number provided to you via email to view the status of your order.
Can I get text message notifications for my shipping?
Ans. Absolutely. Simply use your text enabled mobile phone number during the checkout process and we will send you text notifications of your order at each stage of delivery. Please note that delivery notifications are currently supported for text enabled mobile phone numbers only. In addition to text notifications, email notifications will be sent to your provided email address. If you do not receive these notifications, please check your junk folder. If you still unable to find your tracking information please feel free to contact us via any of the contact methods provided on our website.
I have a large order, can I receive it on pallets?
Ans. Pallet shipping is available on request for all orders. Please note that a handling fee of $5 per pallet and pallet charges may apply. As part of our sustainability program, we use reclaimed wooden pallets and request that you please recycle these pallets.

Where is my order?
Ans. Orders placed before 1 PM AEST/AEDT(Melbourne) will be dispatched the same day except weekends and public holidays. Same city orders usually take 1-2 days to arrive after dispatch. Different city and interstate orders can take between 3-5 business days to arrive. If you do not receive your order within the specified time-period, we request you to please check delivery status with courier services provider with the tracking details supplied to after completing your purchase. Please allow up-to 2-3 business days for courier to deliver your product as deliveries can sometimes be delayed due to unforeseen circumstances. If you still do not receive your orders after 2-3 days of you query with the courier services, please feel free to reach us at orders@lintandlinen.com.au and we will do our best to assist you.

Volume Discount Program

How does your volume discount program work?
Ans. Our volume discount program rewards our loyal customers and ensures they receive the best possible prices at all times. When you make purchase through our website, signing-up to an account automatically qualifies you for our Fluffs Reward Program. Signing-up to an account also enables you to view a timeline of your orders and to view your purchase history with us. For every $1 you spend with us, you get 1 Fluff point. 500 Fluffs earn you $25 credit which you can then redeem at any time by requesting your discount coupon. For more details about our Fluffs Reward Program please visit https://lintandlinen.com.au/#smile-home .
How do I check my Fluff points?
Ans. You can check your Fluff points by simply logging in to your account with your username and password and by clicking on our reward launcher. Each time you make a purchase with us, you will receive an automated email at your registered email address containing information to any changes in your Fluff points.

Care Instructions
How do I wash my towels?
Ans. For details on wash instructions and to avoid common mistakes please visit our Care Instructions page. For additional instructions and best practices, please visit our blog post page. To receive updates on latest issues on how to maintain your linen like new, please subscribe to our newsletter

Warranty Claims
How long should my towels last for?
Ans. Your Lint & Linen towels are tested to last for 80 100 wash cycles per year. However, with little care, you can expect your towels to last well beyond their useful life. To ensure best results, please closely follow wash instructions provided on our website or emailed to you at the time of making your purchase. For further information please visit our Care Instructions page or refer to our Blog Post section provided in the footer of our website.

What happens if I have a problem with my purchase?
Ans. We understand that human limitations and unforeseen circumstances can sometimes lead to errors which can be associated with products our services. However, for your peace of mind we back our products 100%. If you are unsatisfied with our product for any reason, you can return your unused products within 30 days of delivery and we will issue a full refund for unused items. For further details please visit our Refund Policy and Return Policy page.