Returns & exchanges
Falling in love is a journey, and sometimes it takes a few tries. If you’re not 100% sure about your linen, you don’t have to decide right away. Take a few days (or nights) to decide. Our “30-Night Sleep-On-It” return policy means that if you haven’t completely fallen in love with your new linen, you can reach out to firstname.lastname@example.org to begin the return process. We’ll send instructions for printing your return label, and you’ll receive a refund in the original method of payment, once we inspect the returned items. Please note, in order to receive a refund, returned items must be sent back within 30 nights of receiving your original order.
Please note If you’ve ordered from the Sleep collection and Bathe collection, your linen can be used and washed but must be unmarked and undamaged. Those items will be donated to our local charity partner.
The Dine collection must be unused and unwashed to be eligible for return.
Certain products are always final sale. Gift cards, Nellie's products, Fabric Swatches, and merch (hats and candles).
Products that have been marked "final sale" are not eligible for an exchange, refund, or store credit.
Returned items are subject to a $15 processing fee. This processing fee will be deducted from your refund. All shipping charges are non-refundable.
If you’re in need of a different size or your chosen shade just isn’t working in your space, reach out within the first 30 days of receiving your order, and we’ll happily exchange your item for something that you can see yourself settling down with. We’ll even cover the cost of the return shipping within Canada and the US.
Please reach out to email@example.com to get the ball rolling.
In Vancouver? Come see us
If you would like to return or exchange your items in person, find us at our Vancouver Showroom located at 858 East Hastings Street. Please email us at firstname.lastname@example.org beforehand so our team is prepared for your visit.
Not sure about colour?
To help you feel confident in your choice, we offer linen swatches in our Sleep collection colors. Linen is a natural fiber, and items crafted during different seasons or times may have a slight colour variance – swatches can help make sure the colour you’re considering is perfect for your home. You can pick them up at our Showroom, or order them online (and if you do decide to order from our Sleep collection, we’ll refund you the cost of the swatches).
No retroactive discounts
Bundle pricing will not be retroactively applied to Sheet and Duvet Sets that are purchased in separate transactions. If you purchase a Bundle and decide to return only The Sheet Set or The Duvet Set, the bundle discount will be removed when calculating your refund.
Holiday and promotional pricing (i.e. Black Friday, Boxing Day) will not be retroactively applied.
International returns & exchanges (outside North America)
We’re happy to help any friends abroad find the perfect linen fit. However, we deduct a handling fee of $20 from all refunds. We’re charged a customs brokerage fee to receive returned items from abroad, and this handling fee covers a small portion of that. We do not cover return shipping for refunds or exchanges.