If your order arrives damaged, defective, incorrect or incomplete, or if it doesn’t arrive at all, please contact us within 7 days of delivery and before using or washing the item.

We verify every claim against the carrier record and with our fulfilment partner. Once your claim is approved we’ll arrange a replacement or a refund, including any shipping you paid. We choose between the two based on the nature of the issue and current stock, and we’ll confirm which applies before we proceed.

Depending on the case we may also ask you to return the item, in which case we cover the cost. We’ll send you instructions if that’s needed, so please don’t ship anything back before you hear from us.

Reporting within 7 days matters because it lets us verify the issue with our fulfilment partner and the carrier while the delivery record is still open. Requests made between 8 and 30 days after delivery are reviewed individually — we’ll always look at them, but we can’t guarantee a full remedy. After 30 days we’re no longer able to help.

If you received a different size or colour than the one shown on your order confirmation, that is an incorrect item and it falls under this section — not under “changed your mind”.

To review a claim quickly, please email support@whisperlinens.com with:

• Your order number
• A short description of the issue
• A photo or video showing the problem
• A photo showing all items you received, laid out together
• A clear photo of the shipping label and barcode on the outer packaging

Please keep the outer packaging until your claim is closed. Requests without photos of the parcel and shipping label take longer to process and may not be approved.

Bedding is a hygiene-sensitive product. Once a set has been delivered we’re not able to accept it back or refund it because of a change of mind, and this applies whether or not the packaging has been opened.

That’s exactly why we’d rather help you get the choice right before you order:

• Cancel free before it ships. Most orders are prepared for shipping within about 24 hours. Until that happens you can cancel for a full refund, for any reason at all — just email us with your order number.
• Ask us before you buy. Not sure whether a set will fit your mattress depth, or how a fabric behaves after washing? Email support@whisperlinens.com. We’ll check it against the specific set you’re looking at, and we’d much rather spend five minutes on that than have you end up with the wrong thing.
• Use the guides. Our US Size Guide, Canadian Size Guide and Care Guide cover mattress depths, set contents and fabric care in detail.

If something is genuinely wrong with your order — damaged, defective, incorrect, incomplete or missing — that’s a different situation entirely and it’s covered in full above.

Please don’t ship anything back without written instructions from our team. Parcels sent to an address we haven’t confirmed can’t be tracked, received or refunded.

Orders can be cancelled for a full refund at any time before dispatch — no reason needed. Most orders are prepared for shipping within about 24 hours, so please email us as soon as possible with your order number.

Once an order has been dispatched it can no longer be cancelled, and the sections above apply instead.

Please make sure your shipping address is complete and correct at checkout, including apartment or unit number and a valid phone number. Address details cannot be changed once an order has been dispatched.

If a parcel can’t be delivered because of an incorrect or incomplete address, an unknown recipient, or because it isn’t collected in time, the carrier returns it to a local processing centre. In that case:

• We can arrange one redelivery attempt to a corrected address in the same country for a fee of USD 15, provided you contact us within 7 days of the first delivery attempt.
• If the second attempt also fails, or if we don’t hear from you within 7 days, the carrier disposes of the parcel. In that case we can refund the item price, less shipping and handling already incurred.
• If a parcel is refused at the door, the same applies once the carrier confirms the refusal: we refund the item price, less shipping and handling already incurred.

Deliveries to PO Boxes, APO/FPO addresses, and remote or restricted delivery areas cannot be guaranteed and are not eligible for lost-parcel claims.

If your tracking shows no movement, or your order hasn’t arrived within 10 days of the estimated delivery date, please contact us. We’ll investigate with the carrier and offer a replacement or a full refund where the delay or loss is confirmed.

We aren’t responsible for delays or delivery failures caused by events outside our control, including natural disasters, extreme weather, strikes, customs actions and carrier disruptions. In those cases we’ll keep you updated and find a fair solution with you.

Where a return is required as part of an approved claim, our support team will provide the return instructions and cover the approved return shipping cost. All returns must be approved in advance — unauthorised returns cannot be accepted.

Approved returns must be shipped within 15 days of the date we provide return instructions, using the method specified in those instructions.

If you’re asked to arrange the return shipment yourself, please keep the shipping receipt, tracking number and shipping label. We may request these before completing the refund.

Parcels sent with cash-on-delivery or pay-on-delivery terms, sent without prior approval, or sent to an address other than the one specified in the return instructions will be refused and cannot be accepted or refunded.

Please don’t include any items in a return parcel that aren’t part of the approved return. If an item is included in error, we can’t guarantee that it will be identified, returned, refunded or compensated.

Approved refunds are issued within 3–5 business days after your request is approved. Your bank or payment provider may need additional time to post the refund to your account.

Refunds are issued to the original payment method used at checkout.

Where a return has been required, refunds are issued after the returned item has been received and inspected. If a returned item is used, washed, stained, damaged, altered, or missing original packaging, labels, accessories or inserts, the refund may be reduced or declined.

Original shipping fees, shipping protection, priority processing fees and other service fees are non-refundable, unless the refund is due to our error, a verified defect, damage, an incorrect item, an incomplete order or a confirmed lost parcel.

Gift cards are non-refundable.

Dimensions listed in our size guides are approximate. Manufacturing tolerances and slight differences between production batches mean actual measurements may vary by roughly 1–2 in (2–5 cm).

Listed measurements refer to the product before washing. Natural fibres such as cotton and linen may shrink slightly on the first wash.

Minor colour differences caused by lighting, photography, fabric texture or your screen settings are not considered product defects.

These are normal characteristics of textile products rather than faults. Receiving a set in a different size from the one on your order confirmation is a separate matter entirely — that’s an incorrect item, and it’s covered in full above.

• Change-of-mind requests once an order has been delivered
• Requests made more than 30 days after delivery
• Items that have been used, washed, stained, damaged, altered or worn after delivery
• Damage caused by misuse, improper care, improper storage or improper laundering
• Shipping and handling costs on parcels refused at the door or returned to the carrier as undeliverable
• Parcels lost or undelivered at PO Boxes, APO/FPO addresses, or remote and restricted delivery areas
• Small differences between listed and actual measurements, within the range described above
• Minor colour differences caused by lighting, photography, fabric texture or screen settings
• Minor scuffs to the outer packaging, and creases caused by compression packing
• Returns sent without prior approval, to an address other than the one specified, or by a method other than the one provided by our support team
• Returns shipped more than 15 days after return instructions were provided
• Delays or losses caused by events outside our control

This policy does not limit any rights you may have under applicable consumer protection laws. If your country, state or region provides additional mandatory consumer rights, we will handle your request in accordance with those laws.