Orders & Returns

How to order

1. Fast and easy ordering over the phone

If you would like to order the chosen items immediately, this can be done over the phone. A homeslinen.com employee will answer all your order related queries, so you only need to provide information about the types and total number of your chosen items, a contact person, a phone number, and a delivery address.

Orders over the phone can be placed on any business day from 10 a.m. to 2 p.m. on 089 701 1238 (Telenor).

2. Fast ordering by e-mail

If you prefer to place an order by e-mail, please write to us at info@homeslinen.com. Send us your details–name, delivery address, phone number, and details regarding the items and quantities you would like to order. To avoid any confusion, we also recommend to send us links to the chosen items.

3. Direct online ordering

The online ordering enables you to create your own individual profile in the store’s online system, where you can follow the status of your current orders, review older orders, save favorite or interesting items, and use a number of discounts and reductions. The customers with an online registration automatically participate in our “Customer Loyalty Programme”, which makes them eligible for a discount on any order, after a certain turnover has been reached. The discount keeps increasing with the accumulation of a higher turnover. You can also make an online order as a GUEST, without registration. To place your order online, please follow the steps, listed below:

I. Registration. To register as a user, please follow this link. In the “new user” section, enter your first and last names, e-mail, and access password. Once the information has been provided, click on “registration”. The system will automatically send you an e-mail with your access details. After you have made a registration as a user, next time when you visit the online store, all you need to do is to enter your e-mail and access password in the “registered user” section at the following link.

II. Choosing items and quantity. On the page of each item, you can find its particular name, a brief explanation, colour choice (if applicable), and dimensions. On the right side of each dimension, you will find an “add to cart” button. To add an item to your shopping cart, you only need to click on this button, located in front of your chosen dimension. In case you would like an additional copy of the same item, click the button once again. To enter your shopping cart, click on “order”.

a) Making changes to your shopping cart. Once you have added the chosen items to your shopping cart, they are already placed there. The shopping cart is located at the upper right corner of the online store. Inside the cart, you can change the quantity of the chosen items, remove them, or relocate them in “interesting’ for later purchasing. In case you would like to add more items to your shopping cart, click on “continue shopping” at the lower left corner of the shopping cart. If you are satisfied with the cart contents and want to order the chosen items, click on “continue ordering” at the lower right corner of the shopping cart.

III. Choosing a delivery address, delivery and payment methods, and order confirmation. Once you have approved the contents of your shopping cart, the clicking on “continue ordering” will take you to the final page of the ordering process, where you can enter a delivery address, delivery and payment methods, and confirm your order.

Step 1. Delivery address. The system will store the provided address, thus avoiding the necessity to enter it again during any future ordering. Nevertheless, if you wish, you can enter a new delivery address, while placing the next order. To modify the delivery address, click on “change” at the upper right corner in the “Delivery address” section. In order to save the provided address, click on “save” at the bottom of the “Delivery address” section.

Step 2. Delivery. Here you can choose between two options–delivery to your home or to a specified office of the courier company Speedy. In case you prefer delivery to a Speedy office and there is more than one office of the courier in your location, please specify in the “comment” section, found at the bottom, the office address at which you would like to pick up your order. For our customers’ convenience, the delivery price is fixed at BGN 4,99 for orders within Sofia City and at BGN 5,99 for the rest of the country, regardless of the payment method or the size of the order*. The delivery price is automatically added to the sum of the chosen items and is paid together as a total amount. The delivery is free of charge for orders over BGN 119. If you would like to change the delivery method, click on “change” at the upper right corner in the Delivery section. To save the chosen delivery method, click on “save” at the bottom of the Delivery section.

Delivery-time. The exact time for the delivery is dependent on your chosen items, their quantities, availability, and whether the items’ suppliers are located in Bulgaria or abroad. The usual delivery-time for Bulgarian items is five (5) business days and for those shipped from abroad–thirty (30) business days after order confirmation. For information regarding the delivery-time of a particular item, please see the “delivery” field next to the respective item. In case there is a difference between the specified and the actual delivery-time, we will duly inform you, stating the reasons for the particular change. If you order two or more items with different delivery-times, then the longest delivery-time shall apply.

Step 3. Payment method and promotional codes. Our customers can choose from the following available payment methods:

Cash on delivery. Payment of the ordered items takes place at the time of their delivery cash or with card to the courier company Speedy. The cash on delivery amount includes both the price of the ordered items and the delivery costs. The delivery receipt, issued by the courier company, is equivalent to a cash receipt, due to which we are exempted from issuing such a receipt in this case. Please, note that the cash on delivery option is not available for some items. For more information, see “payments” section of the respective item.

Payment with debit/credit cards on Stripe platform.

Payment via PayPal.

Bank transfer. This payment method is available for all items offered by the online store. By choosing it, you can pay for the chosen item by making a payment order to the account of HOMES LINEN Ltd. at any bank office nationwide or by using e-banking. If your chosen payment method is a “bank transfer”, in the order confirmation e-mail, you will receive information regarding the company’s bank account and all other necessary details related to the payment process.

You can find the full terms and conditions related to card payments here.

If you have a promotional discount code, please enter it in the respective field of this section. The discount will be automatically applied to your shopping cart.

To modify the payment method, click on “change” at the upper right corner in the “Payment method and promotional codes” section. To save the chosen payment method, click on “save” at the bottom of the “Payment method and promotional codes” section.

Step 4. Comment. Optionally, you can leave us a comment in this field. For example–a note regarding a preferred delivery hour, a request for an invoice, etc. If you wish to modify your comment, click on “change” at the upper right corner in the “Comment” section. In order to save your comment, click on “save” at the bottom of the “Comment” section.

Step 5. Review and final order placement. To confirm your order, you have to agree to the Terms and Conditions of the online store, by ticking the respective box, and to click on “Final order placement” at the bottom of the page. Once the order has been finalized, you will receive, via the e-mail address you have provided, a notification confirming that your order has been received. In case you do not receive such an e-mail notification within 1 day, please contact us here.

All orders placed by 10 а.m. on a business day will be processed the same day. Orders placed after 2 p.m. will be processed on the next business day. Orders received on weekends or public holidays will be processed on the next following business day.

IV. Deliveries abroad

We deliver to every country in the European Union via DPD Economy service and DHL. Orders from abroad can be paid with a debit/ credit card, bank transfer or PayPal, all taxes are on the client.

Returns

Dear customers, HOMES LINEN Ltd. guarantees the quality of all its products. However, in the unlikely event that they do not meet your requirements, you have the right to cancel one or more items included in the placed order within 14 days of its receipt, by sending it, together with the accompanying purchase order cancellation form at your own expense to our return address (printed on the form). Please, pay attention to the following:

If you decide to return an item, it must be accompanied by the purchase order cancellation form, which is attached to your order form in the Shipping e-mail. The returned item must be unused, unpacked, with undisturbed commercial appearance, and with its undamaged original packaging and labeling, addressed to: Sofia, bul. Cherni Vrah 67, Office Speedy 75;
We kindly ask you to take care of the items while in your possession and during their return, in order to avoid any damage or loss during the transportation process;
Do not forget to keep the document, issued by the shipping company, as proof that your shipment has been sent. Otherwise, you take the risk of losing the items before we have received them;
For reasons of hygiene, if the packaging of certain items has been opened, such as–bed linen, blankets, pillows, duvets, mattress and pillow protectors, towels, and bathrobes, they cannot be cancelled or returned, unless the customer is entitled to return them, i.e. they are faulty and we have confirmed the fault;
We are unable to exchange or to accept returned items that are part of individual orders. The individual orders include аll items with dimensions provided by the customer. Individual orders are confirmed with a minimum of 50% advance payment which is not refundable in case of order cancellation. The aforementioned information is not applicable in case of faulty items that have been part of an individual order (for example, when the fabric is frayed);
The refund of cancelled item(s) is carried out in the same form of payment originally used to make the purchase, i.e., if the customer has used a debit card, the amount is refunded with a credit transaction to the same card within ten (10) business days of the returned item(s) receipt. In case of a bank transfer or cash on delivery payment, the amount due for the returned item(s) will be refunded via a bank transfer to a bank account provided by the customer. The delivery costs are non-refundable;
We do not refund item(s) returned after the 14th day of their receipt, or if they are damaged, used, or with damaged original packaging. In the event that such an item(s) has been returned, it will be sent back to the customer at his/her own expense;
The process of returning item/s is the same as the order cancellation procedure;
The purchase order cancelation policy does not infringe the customer’s rights in case of faulty/damaged items.

Claims (faulty/damaged items)

Upon receipt of the order, the customer shall have the responsibility to inspect the products and, in case of an apparent fault or damage, to inform us by following the steps, listed below. Do not accept the products without checking and unpacking. After their receipt, we have to be informed within a reasonable time (up to 3 days following the receipt) about all apparent faults/damages. Taking care of its customers, HOMES LINEN Ltd. accepts product claims made up to 14 days after the fault/damage was found. The claim policy does not cover products that have been obviously used or have been damaged due to their usage by the customer. The claims procedure is the same as the returns procedure, please refer to the steps above.

If you find that the products are not of satisfactory quality, contact us within a reasonable period of time and take care of them, while we are checking your enquiry.

If you have any queries regarding the shopping process, deliveries, and payment methods, do not hesitate to contact us here.

We wish you a pleasant shopping experience at homeslinen.com!

* In case of orders with considerably larger volume and/or weight, HOMES LINEN reserves its right to change the fixed delivery price. In such circumstances, we will inform you about the additional delivery price before your final confirmation of the order.

HOMES LINEN Ltd. is VAT registered.