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09 January 2017

FREQUENTLY ASKED QUESTIONS (FAQ’S)

Shopping

How can I place an order at Bed Linenz?

Visit us on Bedlinenz.com and select the items you like by clicking on the item, selecting your preferred size and quantity and finally clicking on “Add to Cart”.  

  • Check out the rest of our collections if you would like to add more items or go to your cart and click “Check Out” if you are done shopping.

  • If you are a new customer, click “Account” on the upper right side of the page and “Create Account” with your contact details. Otherwise, click on "Login", and fill your details.

  • Choose your shipping address then “Continue to shipping method”.

  • Choose your shipping method, then click “Continue to payment method”.

  • Choose your desired payment method and click on “Complete order”. Enjoy, we will take care of the rest!

 

How do I register?

  • Click on “Account” link at the top right of the page.

  • Please complete all fields accurately.

  • Click on save.

  • Congratulations! You now have an account and are ready to start shopping!

 

Why login and what does it mean?

It is very important for you to have an account and login in order to have full access and buy from Bed Linenz. If you still do not have an account, please do register here. You can still however check out without having an account, but it is very important to have your full contact details in order to proceed with your order.

 

Do you have a showroom? Can I come and check out the items before I buy them?

We do not have a physical store as we are an online shopping store. We offer a much simpler solution: Everything you see on our website can be bought and delivered to your doorstep.

We offer fast and free delivery (free only in the UAE) to most of the Arab World (please check the countries we ship to under “About” to your home or office. If you do not like the product or it does not fit your bed, we will pick it up for free (in some countries)*. Avoid the crowds at shopping malls and shop from your home or office!

*Please check under Returns/Exchanges for more details.

 

Can I order items in bulk to resell them?

We do not support bulk ordering. The reason is that customs authorities require additional paperwork for bulk shipments. We would love for you to order anything you like for yourself but we might have to block an order if we think you're ordering to resell. However, you can contact us at sales@bedlinenz.com for bulk or retail orders and we will be happy to assist you.

  

How do I know which set size shall I buy?

We work on the UK standard bed linen sizes, before you choose any set, you need to check your mattress size and your duvet size, based on them, you can choose your duvet cover size as per the below chart:

  

Size name

Mattress size

Duvet cover size

Single

90 x 200 cm

135 x 200 cm or 140 x 200 cm

100 x 200 cm

110 x 200 cm

120 x 200 cm

Double

135 x 200 cm

200 x 200 cm

140 x 200 cm

King

150 x 200 cm

230/240 x 200/220 cm

160 x 200 cm

Super King

180 x 200 cm

260 x 220 cm

 

Returns/exchanges

Returns (except Cash on Delivery).

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.

 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

 

Several types of goods are exempt from being returned:

      • (a) not listed in the non-returnable list.
        • (b) not “Clearance Items” clearly marked as such and displaying a No-Return Policy.
        • (c) in the same condition as received and with the original packaging box. In all circumstances, you can contact or WhatsApp our Customer Service Team +971 52 9828 218 or through the “Contact us” page for a return of an item or refunds.

 

Also, any items that are used or installed cannot be returned.

There are certain situations where only partial refunds are granted (if applicable).

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 14 days after delivery.

 

Refunds (if applicable)

Refunds will be done only through the Original Mode of Payment (except Cash on Delivery).

 

Once your return is received and inspected, we will send you an e-mail to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. However, if your method of payment was Cash on Delivery (COD), unfortunately we will not be able to send cash back, but we will issue you a voucher or a coupon with the same amount of purchase for you to use in the future at Bed Linenz.

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@bedlinenz.com.

 

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@bedlinenz.com and we will arrange a pick up.

 

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

How can I return an item?

At Bed Linenz, we offer return/exchange policy within the MEA at your own cost. If you are not 100% satisfied with your purchase from Bed Linenz, please follow the steps below:

  • Contact our customer service team via the “Contact us” form, call or WhatsApp us at us at +971 52 9828 218 in the UAE to initiate the process.

  • We will inform our courier partner (aramex) to pick up the item from your doorstep within 3-5 working days, in certain countries it may take longer, we will try our best not to keep you waiting.

  • Let us know when the item has been picked up so we can refund you based on acquiring bank policy.

 

How long does it take the courier to collect the item?

Typically, aramex representative will contact you within 3-5 days from the day you requested a return. However, it might sometimes take up to two weeks for them to collect the item.

 

Can I return the item after 14 days?

As per our Returns policy, you can return an item within 14 days and get you refund (except Cash on Delivery).

There may be situations in which you were not able to return items within the 14 days, in such cases please contact our Customer Service Team or WhatsApp us at +971 52 9828 218 or through the “Contact us” page and file a complaint. Complaints are handled on case by case basis.

 

What is the return notice period?

We provide our customers with a 14 days’ notice period of returns. Please note that the items must be in the original packaging and must be unused.

  

I paid through Cash on Delivery, how can I receive a refund for an item?

Unfortunately we are unable to offer cash back for COD purchases. However we offer refunds in the form of Bed Linenz credit / voucher or coupon which will be e-mailed to you after we receive and inspect the item.

 

How long does it take to get my refund?

The sooner you inform us that you want to initiate a return process the better! Our courier will schedule a pickup from your doorstep at a time that suits you. Most of the returns/exchanges are picked within 3-5 working days. The time to get your refund depends on your bank, it may take up to 2 weeks, or even more.

 

I changed my mind. Can I still cancel an order before I receive the item?

At Bed Linenz, the most important thing for us is that you feel comfortable buying the items you really want. If you want to cancel an order, the rule is that the sooner you inform us the better! Cancellations depend on whether your order has been shipped or not. Usually, this happens within one business day. Hence, we give you the possibility to cancel your order at a very early stage. If this is the case, please send us a request through the “Contact us” form and we will take care of everything!

However, if your order has been shipped we would not be able to cancel it. At that point your next best option is to return the item if you aren’t satisfied with it and you will be reimbursed (except Cash on Delivery).

 

Payment Methods

What kind of payment methods do you accept?

Credit Cards

At Bed Linenz, our preferred payment method is via a secure credit card transaction. Rest assured, your card number will be protected using industry-leading encryption standards. We guarantee a safe shopping experience on our website. We currently accept Visa and MasterCard credit/debit cards. Orders completed with credit cards will not be charged with any additional fees.

 

Cash on Delivery

For customers whom do not have credit cards, we accept Cash on Delivery (COD) as an alternative payment method. Using this service, you can select to pay in cash to the aramex agent upon receiving your order.

 

PayPal

We at Bed Linenz are proud to offer PayPal as a method of payment! All you have to do is select PayPal as a payment method (after filling in your customer information) and proceed to 'Check Out.' You will be redirected to your PayPal account where all your debit or credit card details and address will be displayed, as well as your desired purchase. When you click "Complete Order" the amount will be sent to Bed Linenz. If you do not click "Complete Order" within 30 minutes, your order will be cancelled.

 

Is Bed Linenz’s website trusted for online payments?

We actually use industry-leading encryption standards! This encrypts the data you provide to us, ensures it is safe and not accessible to any third party. From your side, the most important thing is to protect your password. Your data is only used to process orders and to serve you better. It will be under no circumstances disclosed to any third party.

  

My credit card details were rejected! What can I do?

Double check the following common mistakes:

  • Is the card you used for ATM use only?

  • Some cards are not enabled for online shopping, contact your bank to enable your card for that.

  • Did you complete the 3D Secure Check successfully?

 

In order to avail of 3D secure authentication, you must register your credit/debit card. This is a one-time process which takes place on the card issuer’s (Bank) website. The process involves the cardholder answering several security questions to which only the card issuer and cardholder will know the answer. The cardholder then selects a password and/or a secret question, which will be used by the card issuer during each online transaction. Contact your bank if you are facing any problems with 3D secure.

 

  • Were the following fields entered correctly – card number, name on card, CVV code, expiry date?

  • Turn your card over and look at the signature box. You should see a special 3-digit code. This 3-digit code is your CVV number / Card Security Code.

  • Is there sufficient limit on your credit card?

 If the above conditions are met, call your bank to check if your credit card is eligible for online purchases or if there is any other reason blocking it.

 

Products

What kind of products do you have at Bed Linenz?

We have a wide variety of duvet covers and pillow cases for adults and kids, and some beach towels and ponchos for kids. Check out our collection on Bedlinenz.com.

 

What brands do you have at Bed Linenz?

We have a collection of recognized international brands as well as brands that are sold exclusively at Bed Linenz.

 

How can I search for a product at Bed Linenz?

Just enter what you are looking for in our search bar on the top left of the page, and it will give you all the relevant products corresponding to your query.

 

Does Bed Linenz guarantee authenticity of its products?

We only sell 100% authentic products at Bed Linenz. We stand behind the authenticity of every product we sell. All of our products are sourced from authorized distributors and are of different qualities, from sateen, flannel, 100% high quality soft cotton, 100% cotton, microfiber to polyester, check under “Details” for each set’s quality.

 

The item I want is out of stock. What do I do?

Although we try to have a stock level that will keep up with expected demand, certain items that are highly popular can sometimes run out of stock. Unfortunately we will not be able to provide timelines for when a specific item will be available again. As stocks continuously change and new products are always being added, please continue to check in to see if we have restocked your desired item or another style like it.

  

What if I receive a different item than the one I ordered?

We at Bed Linenz take extra care to ensure that you receive what you ordered. In case we made a mistake, please contact us as soon as possible via e-mail at info@bedlinenz.com or call, WhatsApp us at +971 52 9828 218 or via the “Contact us”. We will schedule a pick-up of the item and refund you as soon as possible once we receive and inspect the item.

 

DELIVERY POLICY

Bed Linenz will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.

A Single order maybe split into multiple shipments, depending on the availability of the item and / or weight limits for parcels by the courier/postal company. The cardholder should be aware of the possibility that multiple shipments may result in multiple postings to the cardholder’s monthly statement.

 

Where do you deliver to?

We ship to most of the Middle East countries, these countries include major metropolitan areas of the United Arab Emirates (UAE), Bahrain, Egypt, Jordan, Kuwait, Lebanon, Oman, Qatar and Saudi Arabia.

Unfortunately, there are a number of locations where we are currently not able to offer home delivery to. These locations will not be shown in the “city” or “country” drop down button.  

 

Please note that if you live beyond the city limits of the location you've selected then it may be necessary to collect your shipment. If you're unsure about whether or not your address is too far, please make sure to contact us via e-mail at info@bedlinenz.com or call, WhatsApp us at +971 52 9828 218 or via the “Contact us” to avoid delays.

 

Do you have extra charges for delivery?

Deliveries in the UAE are free, as for the rest of the countries, you will be charged for delivery as this goes directly to the courier company, please check the delivery costs (in AED) in the table below:

 

Destination

First Half Kg

Each Additional Half Kg

Each additional Half Kg   After 10 Kg

BAHRAIN

27

9

9

EGYPT

30

10

10

JORDAN

30

10

10

KUWAIT

27

9

9

LEBANON

30

10

10

OMAN

27

9

9

QATAR

27

9

9

SAUDI ARABIA

30

10

9

 

 Why am I paying shipping charges?

Our free shipping offer is valid within the UAE only. If you are living outside the UAE, the courier company collects their shipping costs based on the country.

  

How long will it take to receive my order?

The majority of our clients should expect the first delivery attempt within 2-3 working days of placing the order within the UAE, and 4-5 business days within the rest of the countries. The effective working days are from Saturday to Thursday and do not include Public holidays.

 

My order has been shipped, what’s next?

When your order is ready for delivery, you should receive an e-mail notification. This means that one of our Aramex courier agents has your shipment and should be on the way to you shortly.

If you need to reschedule or are unavailable for any reason, please make sure to contact us via e-mail at info@bedlinenz.com or call, WhatsApp us at +971 52 9828 218 or via the “Contact us”.

 

How can I track my order?

We currently are unable to offer online tracking for Bed Linenz last mile shipments. However if you e-mail info@bedlinenz.com call or WhatsApp us at +971 52 9828 218, our team members will be happy to update you.

 

I've been waiting longer than the delivery promise for my location, what should I do?

First of all, we are very sorry that we were not able to meet the delivery promise for your area. Our courier partner team (aramex) will contact you soon to support in any way they can.

Please do not hesitate to contact us directly by calling or WhatsApp us at +971 52 9828 218 or by e-mailing info@bedlinenz.com.

 

What if the item I received was damaged?

At Bed Linenz, we always take extra care in packaging your items. However, in case the item you received was damaged, please inform us immediately via the “Contact us” form or call, WhatsApp us at us on +971 52 9828 218 in the UAE.

 

Can I place an order outside the Middle East?

Currently Bed Linenz covers the GCC, Lebanon, Jordan and Egypt only. We are planning to expand to other parts of the Middle East and the rest of the world shortly, so please stay tuned because we might start shipping to your country sooner than you think!

On the other hand, you may still contact us via the “Contact us” form or call, WhatsApp us at us on +971 52 9828 218 in the UAE, and we will see what we can do.

 

How can I change my delivery address?

Please fill in the “Contact us” form to notify us of your correct address.

 

Technical

How secure is shopping on Bed Linenz?

Shopping on Bed Linenz website is guaranteed to be 100% secure. Credit card numbers are never stored on our systems and all payment details are encrypted with the highest levels of security before being transmitted. We follow the most strict protocols to ensure that each of our customer’s data is protected.

 

I forgot my password, what do I do?

It is super easy to reset your password! Go to “Account” on www.bedlinenz.com and click on “Forgot your password?”. Type your e-mail address and then click “Submit”. A password reset link will be sent to your e-mail.

 

Do you have an Arabic website?

Unfortunately we do not have an Arabic website at the moment, but we promise we will work on it as soon as we can.

 

 

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OUR STORY- BEDLINENZ

Bed Linenz is an online store established in Dubai – UAE that is all about bringing color and joy in the easiest way to give your bedroom an instant makeover, by offering exclusive products to the Arab World. Our philosophy is that bed-time is going to be party-time every night! We simply want to conquer the world and offer fun and original things. From kids (boys and girls) fairy tales characters’ bed linen, to vintage, colorful, fresh collection to friends for life bed linen collection, we promise you, your dreams and children’s dreams will come true. Browse through our unique collections to create your own private retreat – from colorful and playful to bright and relaxing.