Terms & Conditions 

Price policy

Every item is described as accurately as possible and represents excellent value for money. The correct price is that which is displayed on this website, at the time that we receive your application, save in the case of a mistake where a pricing error is discovered or for reasons beyond our reasonable control, e.g. alterations to the rate of value added tax. If the correct price is higher than the price displayed on the website, you may return the goods within our 14 day approval, in new condition.

We reserve the right to adjust the VAT element if this changes from 20%.

Price Policy on clearance/sale prices

We always strive to bring our customers the best possible offers and deals whilst ensuring to operate fair commercial practices without misleading our customers.

Where we detail price reductions on our web-site the following pricing policy shall apply: The 'WAS' price shown next to an item on this website is the highest price at which the item has been offered for sale in the last 12 months by us or one of our sister company publications (details on request). Some items have been offered for sale at a price lower than the 'WAS' price during the last 12 months but, unless otherwise indicated, the 'NOW' price shown is the lowest price at which the item has been offered by us. Details of intervening prices are available on request. In all cases the 'WAS' price will have applied for a continuous period of 28 days or more.

Clearance/Sale and Promotions

Clearance/Sale products and promotions are subject to availability and are not an indication of availability. Offers may be changed or withdrawn without notice by Surrey Linen Company at any time. We reserve the right to cancel a promotion / reject redemption of a promotional code when stock runs out or when the total value of the promotional codes already exceeds a certain financial value.

Payment Policy

If you are paying by credit card, please note that your card will only be debited as your individual items are despatched.

Delivery

All orders to UK Mainland Only are sent using Parcel Force with a consignment number for tracking. Please allow 3-5 working days for delivery. If not received within this time frame please allow 7 working days for your delivery to arrive before contacting us. Please note: The details the customer provides us with are solely the customer's responsibility, if the customer has provided us with the wrong address details, or any other incorrect details we can not take responsibility for your parcel not being delivered and can not issue a refund or send a replacement under these circumstances.

If your order does not qualify for Free Delivery (orders over £30 GBP to UK Mainland destinations only) delivery will be charged at our standard rate of £3.50 GBP for standard postage (this is not tracked) or £4.95 for a courier service (this is a tracked service).

Christmas Delivery 2016

All orders that require postage  to need to be with us by no later then midday on the ?? December. After this time all orders will require a courier service and orders must reach us by Midday on the ??nd December to ensure pre Christmas Delivery. 

Office Closure 2016

The  Surrey Linen offices will be closed as of 5.30pm on the 23. December and will reopen at 9am on  January 2017.

Seasons Greetings to all our customers. 

Shipping Overseas & UK Off Shore

For UK Off Shore delivery (UK Islands & Scottish Islands, Northern Ireland, Republic of Ireland) and countries within Europe please choose the appropriate option. For International delivery please contact us so that we can get you an acceptable delivery charge. If your order is being sent overseas and you did not choose Parcel Force as a delivery option, please be aware it is the customers responsibility to contact Royal Mail if your order has not arrived and/or has been lost in the post. Should your parcel(s) become lost in post and/or not arrive we can not issue a refund or replacement unless you choose to send your parcel(s) via Parcel Force, as this option offers international tracking.

Returns & Exchange Policy

Customer Satisfaction Guaranteed

We guarantee to replace or refund any item that does not meet with your complete satisfaction.All we ask is that the item is returned to us within 14 days of delivery, unused and in its original packaging together with proof of purchase. Hygiene-sensitive items including bed linen, pillows, mattress-toppers, duvets, bedspreads etc may not be returned for a refund or replacement unless faulty. This does not affect your statutory rights.

If you are ordering Fabric by the metre it can not be returned to us once purchased as it is cut specifically to your order and can not be re-sold.

Postal charges on all goods that are returned to Surrey Linen Company for a refund are at the customers expense, unless the item(s) is faulty, in which case Surrey Linen Company will cover the return postage cost.

Postal charges on all goods to be exchanged will also be at the customers expense (postage cost to and from Surrey Linen Company), unless the item(s) is faulty, in which case Surrey Linen Company will cover the return postage cost.

Please note we will not issue a refund or exchange until we have received the returned goods. Please acquire proof of postage for returns in case your returning parcel(s) becomes lost in post. Please keep proof of postage safe until we have confirmed receipt of goods. Until we have received any returning item(s) it is your parcel(s) and you are responsible for a safe and guaranteed return to us.

It is not the responsibility of Surrey Linen Company to track down any item(s) the customer has returned to us that has become lost in the post and we can not issue a refund or replacement under these circumstances.

Cancellation

Under the Consumer Protection (Distance Selling) Regulations you have a statutory right to cancel your order and receive a full refund, apart from items personalised for you. You may cancel your order up to and including the seventh day after receipt.

We guarantee to replace or refund any item that does not meet with your complete satisfaction. All we ask is that the item is returned to us within 14 days, unused and in its original packaging with all original documentation.

Order Acceptance

We may not be able to accept your order, or part of your order, due to one of the following reasons:

Privacy promise

Your privacy is of the highest importance to us, and we promise never to release your personal details to any outside company for mailing or marketing purposes. When you make a purchase from our website, we do collect certain personal information from you (for example: your name, email address, payment address and details). All such information is held on secure servers.

In order to serve you most efficiently, reputable third-party banking (including PayPal & Barclays) handle our credit card transactions. They receive the information needed to verify and authorise your payment card and to process your order. All such organisations are under strict obligation to keep your personal information private. Customer contact promise.

We realise how important it is to securely store any information that you provide. Surrey Linen Company maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

You can tell whether a page is secure as 'https' will replace the 'http' at the front of the www.surreylinencompany.com in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window. To give you even more confidence in shopping online with, our checkout process uses Verified by Visa, Mastercard® SecureCode™. These services enhance your existing card account against unauthorised use when you shop with us. To use these services, you must first register with the bank or other organisation that issued your card. Verisign Verified by Visa Mastercard SecureCode Once you've registered and created your own private password with your card issuer, you'll be prompted automatically at checkout to provide this password each time you make a purchase.