Frequently Asked Questions
Q: Where do you ship?
A: We currently ship only to the United States, including all 50 states, Washington D.C., and inhabited U.S. territories such as Alaska, Hawaii, Puerto Rico, Guam, U.S. Virgin Islands, Northern Mariana Islands, and American Samoa.
We do NOT ship to uninhabited U.S. islands including Midway Island, Wake Island, Baker Island, Howland Island, Jarvis Island, Johnston Atoll, Kingman Reef, Palmyra Atoll, and Navassa Island.
All orders are processed at our warehouse in Yiwu, China and shipped via international logistics.
Q: How long does shipping take?
A: Standard Shipping takes 5–8 business days.
For remote areas including Alaska, Hawaii, and all U.S. territories, estimated delivery is extended to approximately 13–15 business days for reference only.
Express Shipping (UPS/FedEx/DHL) takes 3–5 business days (where available; availability is determined at checkout based on item dimensions, weight, and destination zip code).
Q: Is shipping free?
A: Free standard shipping is offered on all orders over $79. A flat shipping fee of $9.99 applies to orders under $79. Express Shipping is $69 flat rate and is not eligible for free shipping promotions.
Q: How can I track my order?
A: You will receive an email with a tracking number once your order ships. You can also track your order in your Account Dashboard. Please allow 24–48 hours for tracking information to activate after shipment.
Q: Will I have to pay customs duties or import fees?
A: No. All orders are shipped DDP (Delivered Duty Paid). Import duties, customs fees, and VAT are included in the product price. You will NOT be charged any additional fees upon delivery.
Returns & Refunds
Q: What is your return policy?
A: We accept returns within 14 days of delivery. Items must be unused, in original packaging, and with all original tags attached. Please refer to our full Return Policy for details. Please note that we do not accept exchanges.
Q: How do I start a return?
A: Contact us at service@heimlinen.com with your order number, and we will send you return authorization and instructions. Please note that we do not offer exchanges; if you need a different item, size, or color, please return the original for a refund and place a new order.
Q: How much will I be refunded for a non-quality return?
A: For non-quality returns, you will receive a refund equal to 50% of the total paid amount, minus our $9.99 shipping and processing deduction. Return shipping costs are also your responsibility.
Q: Do I pay for return shipping?
A: For personal/non-quality returns, the customer covers return shipping costs.
For defective, damaged or incorrect items, we will cover return shipping fees,
provided you contact us within 24 hours of delivery and retain all original packaging.
Products
Q: What sizes do your bedding sets come in?
A: We offer standard US sizes: Twin, Twin XL, Full, Queen, King, and California King. Detailed dimensions in inches and centimeters are listed on each product page.
Q: What materials do you use?
A: Our bedding is made of premium materials including microfiber and bamboo blends. Material details are shown on each product page.
Q: How do I care for my bedding?
A: Care instructions vary by item. Generally, we recommend machine washing in cold water on a gentle cycle and tumble drying on low heat. Always follow the care label on your product.
Payment
Q: What payment methods do you accept?
A: We accept PayPal and major credit/debit cards (Visa, Mastercard, American Express) through PayPal’s secure checkout.
Q: Do you charge sales tax?
A: Applicable sales tax is calculated based on your shipping address and clearly displayed at checkout before order confirmation.
Q: Is my payment information secure?
A: Yes. All transactions are processed through PayPal’s encrypted gateway. We do not store your card details on our servers.
Account
Q: Do I need an account to place an order?
A: Yes, an account is required for checkout. You can register easily with only your email address.
Q: How do I unsubscribe from emails?
A: Click the Unsubscribe link at the bottom of any promotional email, or contact us at support@heimlinen.com.
Contact Customer Service
- Pre-Sales: support@heimlinen.com
- After-Sales / Order Cancellation / Return: service@heimlinen.com