Terms of service

Last updated: 23 August 2026

Welcome to Still & Linen. By accessing our website or placing an order with us, you agree to the following Terms of Service. Please read them carefully before making a purchase.

PRODUCT INFORMATION

We take great care to ensure that our product photographs, descriptions, colours, dimensions and other information are as accurate as possible.

Colours may appear slightly different depending on your screen or device settings. Products made using natural materials or handcrafted finishes may also feature slight variations in colour, texture, pattern, shape and finish. These individual characteristics are part of the product’s natural beauty and are not usually considered faults.

PRICES AND PAYMENT

All prices are displayed in pounds sterling and include VAT where applicable.

Any delivery charges will be clearly displayed at checkout before you complete your purchase. Payment must be received in full before your order can be processed.

We reserve the right to correct genuine pricing or product-information errors. If an error affects an order you have already placed, we will contact you and give you the choice of continuing with the corrected information or cancelling the affected item for a full refund.

PLACING AN ORDER

After placing an order, you will receive an order-confirmation email. This confirms that we have received your order.

Your order is accepted once it has been processed for dispatch. If an item becomes unavailable, we will contact you and offer an appropriate alternative where possible or issue a refund for the unavailable item.

We may cancel an order if payment cannot be authorised, the delivery information is incomplete, an item is unavailable or we reasonably suspect fraudulent activity. If payment has already been taken, the relevant amount will be refunded.

PRODUCT AVAILABILITY

All products are subject to availability. Occasionally, an item may become unavailable after an order has been placed.

If this happens, we will contact you as soon as possible and provide an alternative where appropriate or issue a refund for the unavailable item.

DELIVERY

Our usual delivery timeframe is approximately 1 to 2 weeks from the date your order is placed, although some orders may arrive sooner.

Some of our pieces are dispatched from warehouses within the UK, while others are carefully sourced and sent from our international warehouses. Delivery times may therefore vary between products.

If your order contains multiple items, they may be dispatched from different locations and arrive in separate parcels. You will not be charged additional delivery fees when an order is divided into separate shipments by us.

Delivery estimates are provided in good faith but cannot be guaranteed. Occasional delays may occur because of courier disruption, customs processing, severe weather, busy seasonal periods or other circumstances outside our reasonable control.

If more than two weeks have passed since you placed your order and it has not arrived, please email stillandlinen@gmail.com or contact us through live chat. Our Customer Care team will check its progress and assist you.

You are responsible for providing a complete and accurate delivery address. Please contact us as soon as possible if you notice an error. We cannot guarantee that an address can be changed once an order has entered processing or been dispatched.

CANCELLATIONS AND RETURNS

You have the right to cancel most online orders within 14 days, beginning the day after you or a person nominated by you receives the goods.

To request a cancellation or return, please email stillandlinen@gmail.com or contact us through live chat. Include your name, order number and details of the item you wish to return.

After notifying us of your decision to cancel, you must return the item within a further 14 days.

Unless an item is faulty, damaged or incorrect, you are responsible for the cost of returning it. We strongly recommend using a tracked delivery service and retaining your proof of postage.

Returned products should be handled only as much as would reasonably be permitted when viewing them in a shop. We may reduce the refund if unnecessary handling has diminished the product’s value.

Where your right to cancel applies, we will refund the purchase price and the cost of our least expensive standard delivery option. Additional delivery costs paid for express or enhanced services will not be refunded.

Refunds will be issued to your original payment method within 14 days of receiving the returned goods or receiving acceptable evidence that they have been sent back, whichever occurs first.

Cancellation rights may not apply to personalised or made-to-order products, perishable goods or sealed products that cannot be returned for health or hygiene reasons once unsealed.

Nothing in these terms affects your statutory consumer rights.

FAULTY, DAMAGED OR INCORRECT ITEMS

All products must be of satisfactory quality, fit for purpose and as described.

If an item arrives faulty, damaged or incorrect, please contact us as soon as possible. Include your order number and clear photographs or videos showing the problem so our Customer Care team can assist you efficiently.

Where appropriate, we will offer a refund, repair or replacement in accordance with your statutory rights.

PROMOTIONS AND DISCOUNT CODES

Promotional offers and discount codes may be subject to individual conditions, including expiry dates, minimum spending requirements or product exclusions.

Unless otherwise stated, only one discount code may be used per order. Discount codes cannot be exchanged for cash or applied retrospectively to an order that has already been completed.

We may amend or withdraw a promotion where there has been an error, misuse or circumstances outside our reasonable control.

WEBSITE CONTENT AND INTELLECTUAL PROPERTY

All Still & Linen branding, logos, photographs, product names, written content, graphics and website design belong to Still & Linen or are used with permission.

This content must not be copied, reproduced, altered, distributed or used for commercial purposes without our prior written permission.

ACCEPTABLE USE

You must not use our website:

• For any unlawful or fraudulent purpose
• To place false, fraudulent or unauthorised orders
• To transmit viruses, harmful material or malicious code
• To interfere with the security or operation of the website
• To collect or misuse another person’s information
• To copy, scrape or commercially exploit our content without permission

We may restrict access to our website where we reasonably believe these terms have been breached.

THIRD-PARTY SERVICES

Our website may use services provided by third parties, including payment providers, delivery companies and website applications.

Our website may also contain links to external websites. Still & Linen is not responsible for the content, security or privacy practices of third-party websites. Visiting an external website may be subject to that provider’s separate terms and privacy policy.

LIABILITY

We do not exclude or limit liability where doing so would be unlawful. This includes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or a breach of your statutory consumer rights.

We are not responsible for losses that were not reasonably foreseeable when your order was placed or for business losses arising from purchases made mainly for commercial purposes.

Nothing in these terms affects the legal rights available to you as a consumer.

PERSONAL INFORMATION

Any personal information you provide will be collected, used and protected in accordance with our Privacy Policy.

CHANGES TO THESE TERMS

We may update these Terms of Service if our products, services, business practices or legal obligations change.

The terms applying to your purchase will be those displayed on our website when you place your order. The latest version will always be available on this page.