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Help & FAQ's

Browsing our website

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

We try to have a stock level that will keep up with demand but some popular items may sell out fast. If an item is out of stock, please email us with your request and we will do our best to accommodate you or help you find alternative options.

Can I place an item on hold or lay-by for purchase at a later date?

No, we do not offer a hold or lay-by service. Items must be ordered and paid for immediately.

How can I provide feedback about a product?

We love to hear from our customers. You can post a review on a product page under the ‘Product Review’ tab or contact us with your feedback.

What are cookies? Do I need to enable cookies in my browser?

Cookies are small amounts of data sent from a website to your browser and are stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled'. This means each website can send its own cookie to your browser. Cookies cannot access your personal information but use anonymous unique identifiers.

Cookies need to be enabled on your browser for you to add products to your cart and access your account information. If you are using a public computer or share your computer with others, please log out before leaving your computer unattended to protect your information.

For more information about how we use cookies, please see our Privacy & Security statement.

 

Buying

Ordering

I need help with my order. Who can I contact?

Contact our Customer Service team via the email form or call us on (03) 9010 5655.

Has my order been successful?

All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, log in to your account to check 'View Order Status'. If you checked out as a guest and do not have an account yet, you can create a new account.

For further assistance, contact us.

How do I change my order after purchasing?

Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel or make changes to your order after you have placed it with us.

How do I know it is safe to shop with you?

An SSL certificate is used to secure our store's online checkout. It ensures that your personal details and payment information are encrypted when transferring data over the Internet. Limestone and Linen’s payment system is secured with a high grade SSL security encryption via the Bigcommerce SSL certificate. This certification is awarded by GeoTrust in partnership with Bigcommerce.

You can see the transaction is secure if you see a key lock on your web browser. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assure that your credit card and bank account information is secure every time you make an order.

To learn more about security please see our Privacy & Security statement.

What payment types do you accept?

  • Paypal
  • Credit Cards (Visa or MasterCard)

 

Credit cards

Is it safe to use my credit card on your site?

We strive to ensure that every credit card transaction occurs within a secure environment. Limestone and Linen’s payment system is secured with a high grade SSL security encryption via the Bigcommerce shared SSL certificate. This certification is awarded by GeoTrust in partnership with Bigcommerce.
You can see the transaction is secure if you see a key lock on your web browser. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assure that your credit card and bank account information is secure every time you make an order.

My credit card details are not being accepted. What's wrong?

Please check that:

  • There are no spaces in your credit card number
  • Your delivery address is the same as the address linked to your credit card
  • Your name appears exactly the same as on the card

If you are still experiencing difficulties, please check with your bank or financial institution. If you continue to experience the problem, contact us.

 

PayPal

What is PayPal?

PayPal is a payment method for online purchases that allows users to send and receive money online. It offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.

How do I sign up for PayPal?

Create a PayPal account.

Who do I contact if I have a problem with my PayPal account?

Unfortunately we cannot assist with PayPal account problems. If you have any issues with your PayPal account, please contact PayPal Customer Support.

When will my payment be deducted from my PayPal account?

When placing an order, payment will be deducted from your PayPal account immediately.

 

Vouchers and store credit

How do I use my voucher?

Redeem your voucher code during checkout.

I'm having trouble applying a voucher to my purchase. What can I do?

Please check that your purchase meets the Terms & Conditions listed on your voucher. This may include:

  • Minimum spend amount
  • Expiry date
  • Brand, product or sale exclusions

Voucher codes are case sensitive so please enter the exact code at checkout. If you're still having troubles, contact us.

How does store credit work?

When returning an item, you can opt for a store credit. See our Delivery & Returns policy for criteria. This credit (in the amount of your paid price) will be available online in your Limestone and Linen account to apply to your next purchase.

How do I use my store credit?

Your store credit will automatically apply to your next purchase once you are logged in.

 

Gift cards

Do you have gift cards?

Unfortunately we do not offer gift cards or certificates.

 

Pricing

Are your prices in Australian Dollars (AUD)?

Yes, all pricing is in Australian Dollars.

Do your prices include GST and other taxes?

Yes, our prices include GST and other taxes. Our prices are in Australian Dollars (AUD) and we only deliver within Australia.

Do you match prices if I see an item on sale elsewhere?

Unfortunately we do not price match but we strive to have competitive prices.

 

Delivery

How long does delivery take?

Orders are packed and shipped Monday-Friday only. Most orders are shipped within 24 hours from the order date. Orders placed on the weekend and select holidays are processed on the next business day.

If we are unable to process your order due to inaccurate or incomplete payment information, your order processing may be delayed an additional 2 business days. Orders with out of stock item(s) may take an additional 10 business days to process and ship.

We offer Standard Delivery only which should take 3-5 business days from the time of order. We do not offer Express Delivery.

How much does delivery cost?

Orders of $200 or more will receive FREE DELIVERY. For all orders under $200 a flat rate of $15 delivery fee will be charged for standard delivery to Australian metro areas.

How can I track my order?

When your online purchase is complete you will receive an email containing your order confirmation and delivery details. We will also provide you with a link that will allow you to track and trace the status of your delivery at any time.

How do I change my delivery address after my order has been placed?

We request that you double check the delivery address before you submit your order. Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel or make changes to your order after you have placed it with us.

Do you ship internationally?

No, we are only able to deliver goods to Australia.

Will I have to sign for my delivery?

Yes, all deliveries are made by Australia Post registered courier and will require a signature. However, you may choose to have the parcel left unattended at your delivery address or sent to your local post office for you to collect later.

What if I am not home when my order arrives?

It will either be left unattended at your address (only if you have requested this) or the delivery driver will leave a note for you to collect your parcel at your local post office. Parcels are kept at the post office for five days – you will receive another note to remind you to pick it up. It will then be kept at the post office for five more days. If the parcel has not been collected by then, it will be returned to our warehouse.

Do you deliver to PO Boxes or Parcel Lockers?

Yes.