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Frequently Asked Questions

 

Sheets

  • I activated my Loyalty Rewards account after placing my first order. Did I still earn the rewards?

    Yes, you still earned your Loyalty Rewards! The rewards earned on an order are automatically posted to the account associated with the email address used on the order. These rewards will post to your account as soon as the order is fulfilled and shipped out even if that account has not been activated.

    As long as you created your account with the same email address used on your order, you should see your rewards very soon!

  • Can I return items to your retail location?

    You can return any item purchased from our site or our Williamsburg store within 365 days of purchase. You will be able to make these returns on your own through our returns platform or in-person at our retail location. 

    If you purchased in-store and would like to return online, please email our CX Team at hello@brooklinen.com! We will help out with the next steps from there. 

    If you purchased in-store and would like to return in-store, a member of our team will help you through the process. All you need is your order number and email address used on the order. 

    If you purchased online and would like to return in-store or online, all you need is your order number and zip code! One of our team members will help out at our store or you can follow the link here to initiate your return online. :) 

  • How do I refer a friend?

    If you'd like to refer a friend, you can log into your account and navigate to your account page. If you scroll down, there will be an area for you to "Give $25, Get $25". You will be able to send your friend an email, copy the referral link, or share via Facebook and Twitter. 

    Once your friend places their order with your referral code, you will earn $25 for your next order! These credits will be posted to your Loyalty Rewards account as soon as your friend's order is fulfilled and shipped out. :) 

  • What if I forgot to add my Promo Code at checkout?
    If you were not able to add your Promo Code or Loyalty Rewards at checkout, please email us at hello@brooklinen.com with your order number and offer details. We will work to find the best solution for you!
  • How do I modify the items in my order?

    If you submit your order and then have a change of heart, we can make select changes if you speak with a member of our CX Team within 15 minutes of your order being placed! Please reach out to us over Live Chat, so we can update your order.

    Keep in mind, a swap can only be made for items of the same value. For example, we can change your Luxe Core Sheet Set in Solid White to a Luxe Core Sheet Set in Windowpane. 

    If you would like to add or upgrade the items in your order, the best course of action will be to place a new order! 

  • I'm hoping to mix and match the sizes of my Fitted Sheet, Flat Sheet, and Pillowcases in my Core Set. Is there a custom option?

    At this time, our Core Sets come pre-bundled as follows:

    Twin Core Set: Twin Fitted Sheet, Twin Flat Sheet, Standard Pillowcases
    Twin XL Core Set: Twin XL Fitted Sheet, Twin XL Flat Sheet, Standard Pillowcases
    Full Core Set: Full Fitted Sheet, Full Flat Sheet, Standard Pillowcases
    Queen Core Set: Queen Fitted Sheet, Queen Flat Sheet, Standard Pillowcases
    King Core Set: King Fitted Sheet, King Flat Sheet, King Pillowcases
    Cali King Core Set: Cali King Fitted Sheet, King Flat Sheet, King Pillowcases

    If you're interested in a Core Set that is different from the pre-bundled ones, you can head here for a custom Classic Core Set and here for a custom Luxe Core Set. Please note that we are only able to provide these custom options for our Classic and Luxe Core Sets, and that not all sizes, colors, or bundles are available to mix and match.

  • My order was marked as delivered, but it’s not here! What do I do?

    If your order was marked as delivered but it is not at the desired location, we first suggest verifying the shipping address on your order. If the shipping address is correct, check all possible locations around your home, apartment, or office and see if someone else accepted the delivery. 

    Additionally, packages may be prematurely marked as delivered. We suggest waiting 3 business days for your package to arrive after the listed delivered date. If your order does not arrive within this time frame, please reach out to us at hello@brooklinen.com and we will find a solution! 

    Please be aware, lost packages must be reported within 14 days of the marked delivery date. 

  • Do you have swatches or samples you could send?
    We don't currently have a sample or swatch program but we are looking into rolling one out. If you are looking to just feel the fabric or see if a color goes with a room, we recommend purchasing a set of pillowcases and if they work out, contact our Customer Experience team and they will credit your pillowcases towards a full sheet set.
  • What's the difference between Classic and Luxe?
    It all comes down to personal preference, and you can't go wrong either way! Our Classic line has a 270 thread count, and is super crisp and soft with a matte finish. We recommend you get classic sheets if you prefer cool and crisp sheets when you sleep or if you just prefer lighter, more breathable sheets. Our Luxe line has a 480 thread count and are buttery smooth with a slightly luminous finish. Both collections are made with 100% long-staple cotton and will get softer and softer with every use and wash.
  • Can I wash my Comforter?
    The best maintenance for down is to be hung outside on a dry day any season and then shake the dust out of it, but you can also use the dryer on air fluff / no heat. For spills or stains, they can be spot cleaned with soft soap like Zero or Woolite. They can be dry cleaned for large stains if the first two methods don't help. However dry cleaning will shorten the life-span of the Comforter as the chemicals remove the natural oils in the down and the clusters will breakdown faster.

    The best way to clean our Down Alternative Comforters is to follow the same steps as above (hanging the comforter outside, and spot cleaning with Zero or Woolite). The main difference is that Down Alternative can be dry cleaned as often as necessary.

    We don't recommend washing either our Down or Down Alternative Comforter at home, as domestic washers aren't large enough to handle our Comforters and machines with agitators can damage the baffle system in them. Plus, once a Comforter is wet it gets very heavy and pulling it from the machine can also damage the baffle system.
  • If one item is backordered, when will my package ship?
    We strive to ship all of our orders as fast as possible. If your order has an item that is not currently in stock, your entire order will ship when that item is back in stock. If you need part of your order more quickly, shoot us an email at hello@brooklinen.com and we'll let you know if there's a way to make this happen!
  • Can I wash my Pillow?
    We recommend washing our pillows as seldomly as possible so as to not disturb the texture and fluffiness of the down fibers. If a product is stained, we recommend spot washing it with woolite or oxyclean around the stained area. Should a pillow need to be washed, we recommend washing on a low and gentle cycle and tumble dry on low.
  • Do you ship to P.O. boxes?

    Yes -- we ship to P.O boxes! All orders being sent to a P.O. box will ship through USPS Priority Mail, including international orders. For international orders, keep in mind that there may be additional duties and taxes to pay upon the arrival of your package.

  • Can I use a Gift Card from Amex or Visa in addition to my credit card?
    At this time, our system can only accept one form of payment at a time so in order to use both a third-party gift card and credit card on your order, you can purchase a Brooklinen gift card with the Amex or Visa gift card, and then apply the Brooklinen gift card at checkout in the 'Have a Gift/Promo code?' section. If you have any further questions, please don't hesitate to drop us a line at hello@brooklinen.com
  • I can't log into my account!
    In order to check out on our website, you only need to enter your email address. In order to see previous orders, you can create an account here and login. Please shoot us an email if you have any difficulty logging in and we will help you out!
  • I ordered your sheets as a gift, are there prices on the box?
    Not to worry -- all of our items and packing slips do not include any pricing. Even better, all of our sheets come pre-bundled in a beautiful tote bag that is perfect for gifting!

     

    You can also choose to add a gift note at checkout for a personalized touch :)

  • What is the warranty on your Sheets?

    We’re incredibly proud of our craftsmanship and offer a lifetime warranty on all textile products. If you have an issue with the quality of your Brooklinen product simply give us a shout at hello@brooklinen.com and we’ll find a solution.

  • I can't check out. How can I place my order?

    If our site is not currently working properly or if buying via the site is just not your thing, please feel free to give us a call and we will gladly put your order through over the phone.

    Please note that orders with a total of $0 are not recognized in our system and will not ship out.

  • I entered the wrong billing address! What should I do?

    Don’t worry! We send all billing info via email, so an incorrect billing address won't impact your order at all. As long as the payment goes through, you're all good. You can shoot us an email, and we will make the correction on your account from our end. 

  • How do I use my Loyalty Rewards?

    If you would like to apply your Loyalty Rewards to an order, all you have to do is log into your account and then add to your cart like usual. Once you get to the checkout, you will be able to apply the available credits using a sliding bar on the right side of your screen!

    Please keep in mind, our system can only process one promotion at a time and will block any orders with a balance under $5. Just make sure there's no other code applied at checkout and your final purchase price is over the minimum.

  • Why isn't my free shipping code working?
    Free shipping codes can be entered into the promotion box during checkout. If you are having trouble with the code itself, or can't find a place to enter it, please shoot us an email and let us know the code that is not working. We will be sure to help as soon as possible! 
  • Can I stack multiple promotions in one purchase?

    At this time, we can only accept one promotion per order. This includes promo codes, gift card codes, Loyalty Rewards, and site-wide promotions. We always suggest using the offer that gives you the best deal!

    Please note that restrictions may apply on any codes.

  • What are the dimensions of your Sheets?
    Product Duvet Cover Fitted Sheet Flat Sheet Pillowcases
    Twin 173cm x 223cm 99cm x 191cm x 38cm 180cm x 249cm 51cm x 69cm
    Twin XL 173cm x 223cm 93cm x 203cm x 38cm 180cm x 264cm 51cm x 69cm
    Full 229cm x 229cm 137cm x 191cm x 38cm 218cm x 249cm 51cm x 69cm
    Queen 229cm x 229cm 152cm x 203cm x 38cm 234cm x 264cm 51cm x 69cm
    King 272cm x 229cm 198cm x 203cm x 38cm 279cm x 264cm 51cm x 94cm
    Cal King 272cm x 229cm 183cm x 213cm x 38cm 279cm x 264cm 51cm x 94cm"

    Dimensions are width × height × depth for our Classic and Luxe sheets

  • Are your prices in USD?
    All the prices on the site are in USD and our payment systems process orders in USD. The conversion rate to your currency will happen through your bank or credit card. Please note that we are not responsible for changes in exchange rates.
  • Do you ship internationally?

    Yes — we ship all over the world! You can head to the checkout section of the site and enter your address to see if we ship to your location, and how much it will cost to get there. Currently, we ship to:

    Hong Kong, Canada, Australia, Singapore, Belgium, Czech Republic, Denmark, France, Germany, Ireland, Israel, Japan, Liechtenstein, Luxembourg, Mexico, Netherlands, New Zealand, South Korea, Sweden, Switzerland, United Kingdom, and US Minor Outlying Islands.

    Keep in mind that there may be additional duties and taxes to pay upon the arrival of your package as well, especially if you are having your items shipped to a P.O. Box. At this time, we do not offer free return shipping for exchanges or returns for international orders.

  • I placed my order with expedited shipping, when will I receive it?
    We prioritize expedited orders and try to get them out the door as fast as possible.

    If you place an order before 12pm EST Monday-Friday and all items are available, your order should ship out the same day with your expedited selection. If you order after 12PM EST on Monday-Friday, your order should ship the following business day with the expedited selection selected during checkout. Please note that there are no orders processed or deliveries made over the weekend. 
  • My order didn't ship yet, can I add an item to it?

    For your own security, we don't store any payment information in our system, therefore, we won't be able to add items to an existing order. The best way to get all the items you would like is to place a new order.

    Please feel free to contact us at hello@brooklinen.com if you have any questions or concerns about the new order!

  • When is my order shipping?
    Thanks so much for placing an order with us! While the processing and shipping times will depend on the items that you have purchased, please note that we cannot guarantee the timeline that an order will ship.

    Products by Brooklinen
    As long as all of the items you ordered are in stock, you should receive a shipping confirmation email with tracking information within about 1-2 business days.

    If you placed your order before 1PM EST Monday-Friday, your order should ship out the same business day. If you ordered after 1PM EST on Monday-Friday, your order should ship the following business day. All orders placed Friday after 1PM EST or any time over the weekend, should ship on the following Monday

    Orders with a total of $750 will require Signature Confirmation. Orders with a total of $0 are not recognized in our system and will not ship out.

    Products by Spaces
    Orders placed with one of our Spaces partners will be processed and shipped on a case-by-case basis. Specific shipping details can be found on each product page, but general information can be found below for each partner.

    Partner Processing Time  Shipping Time
    Bombabird Ceramics 1-2 business days 3-4 business days
    Boundless Rugs 2-5 weeks 3-7 business days
    The Color Cord Company
    1-3 business days
    3-5 business days
    Dims. 1-2 business days 1-5 business days
    Floyd 1-2 business days 3 business days
    gestalten 1-2 business days 1-5 business days
    Inside Weather 3-15 business days 3-5 business days
    Intelligent Change 1-2 business days 4-7 business days
    Recreation Center 1-2 business days 1-5 business days
    The Sill 1-7 business days 2 business days
    Simply Framed 5-7 business days 1-3 business days
    Taschen 1-2 business days 1-5 business days
  • Where are your Pillows made?

    All of our Down products are made in Canada. We use responsibly sourced Canadian White Down from Hutterite Farms in Northwest Canada to fill our Pillows. Our Down Alternative Pillows are made in the United States.

  • What certifications do your Pillows have?
    Our Down Pillows are certified by the Down Association of Canada (Downmark) and come with a Downmark tag. Our Down Pillows are also treated with Ultra-Fresh Antimicrobial Additives to help to keep products fresh, clean, and odor free. Ultra-Fresh is US EPA registered, BPR compliant, and OEKO-TEX certified. Click here to read more about the Down Association of Canada and here to read more about Ultra-Fresh.
  • What's the difference between Down and Down Alternative?

    Our Down and Down Alternative Pillows are made to feel like very similar products. The only difference between these products is the fill. The fibers are different, but the shells are the same. 

    Our Down Pillows are made of natural fibers (duck down) and the Down Alternative Pillows are made from synthetic fibers (high-grade microfibers). The synthetic fill was engineered by our team to imitate the weight and warmth of natural fill. Aside from being slightly more affordable than natural down, Down Alternative products are preferred by people with allergies or aversions to products made from animals.

  • Where are your Comforters made?

    All of our Down products are made in Canada. We only use responsibly sourced Canadian White Down 

    from Hutterite Farms in Northwest Canada to fill our Comforters. Our Down Alternative Comforters are made in the United States. 

  • Are your Comforters made with duck down or goose down?

    Many factors are considered when determining the quality of down, most importantly, the source and size of the bird. The best down comes from the largest, most mature birds; therefore, we strategically chose to use down from Canadian ducks rather than young geese to provide optimal value to our customers. Our Down Comforters, made with mature duck down, were created to ensure the highest quality while maintaining an accessible price.

  • What certifications do your Comforters have?
    Our Down Comforters are certified by the Down Association of Canada (Downmark) and come with a Downmark tag. Our Down Comforters are also treated with Ultra-Fresh Antimicrobial Additives to help to keep products fresh, clean, and odor free. Ultra-Fresh is US EPA registered, BPR compliant, and OEKO-TEX certified. Click here to read more about the Down Association of Canada and here to read more about Ultra-Fresh.
  • What's the difference between your Lightweight and All-Season Comforters?

    The difference between our Lightweight and All-Season Comforters are the warmth and weight. Our All-Season Comforters have a higher fill power than our Lightweight Comforters making them fuller and fluffier. There is physically more fill in the All-Season Comforters, therefore, more trapped air and warmer sleep.

    You can learn more about our Comforters here.

  • What's the difference between Down and Down Alternative?

    Our Down and Down Alternative Comforters are made to feel like very similar products. The only difference between these products is the fill. The fibers are different, but the shells are the same. 

    Our Down Comforters are made of natural fibers (duck down) and the Down Alternative Comforters are made from synthetic fibers (high-grade microfibers). The synthetic fill was engineered by our team to imitate the weight and warmth of natural fill. Aside from being slightly more affordable than natural down, Down Alternative products are preferred by people with allergies or aversions to products made from animals.

  • What is the warranty on your Comforters?
    We take great pride in the craftsmanship of our Down and Down Alternative products and the expertise of our manufacturing teams. As such, we provide a lifetime warranty on all of our Comforters. If your Comforter ever breaks down, simply give us a shout and we'll find a solution for you. :) 
  • I want to return only part of my Hardcore Bundle. Can I do that?

    Absolutely! All you have to do is head to our returns page and initiate a return for the items you'd like to send back to us. 

    Please keep in mind, you will only be receiving a partial refund for the items you return. The reason for this is that by buying the Hardcore Bundle, you get 25% off all three items: the Core Set, Duvet Cover, and Pillowcases. By returning only part of your order, this will break the bundle and therefore we will only be able to refund you for the difference between the Hardcore Bundle price and the price of the a la carte items you are keeping.

    Here is the formula we use to calculate your refund:

    Price of the Hardcore Bundle - the price of the items you are keeping at their non-bundled price = Your Refund

    For Example:
    If you paid $179 for your Hardcore Bundle but you want to return just your Duvet Cover. We would calculate your refund by doing $179 - $144 (Price of non-bundled items you are keeping) and so your refund would be $35 for returning your Duvet Cover.

  • How do I initiate a return?

    If you're looking to initiate a return, just head over to our returns page!

    Please note that we are not able to process returns for items listed as Final Sale or items that are a part of Spaces by Brooklinen.

  • What is your return policy?

    We stand behind the quality of our products and are confident you will love the feel of your new bedding.

    If you are unhappy with your order, we will gladly accept returns for items purchased on our site or at our retail location within 365 days of purchase. Returns are refunded to the original method of payment.

    If for any reason, your original form of payment is no longer active or able to process the refund, you will receive store credit for the same amount. At this time, we are only able to cover return shipping costs for orders within the US.

    Please note that we are not able to process returns for items listed as Final Sale including, but not limited to, our Last Call section. If your Final Sale item has a manufacturing defect or product breakdowns, please reach out to us so we can find the best solution for you! 

    To process a return, please fill out our returns form by clicking here.

  • What is your exchange policy?

    At this time, we do not offer exchanges. The best way to move forward is to initiate a return for your original items and repurchase the items you would like in a new order! You can click here to initiate a return. Please feel free to contact us at hello@brooklinen.com if you have any questions!

    Please note that we are not able to process returns for items listed as Final Sale.

  • What are the dimensions of your Sheets?
    Product Duvet Cover Fitted Sheet Flat Sheet Pillowcases
    Twin 64" × 90" 39" × 75" × 15" 71" × 98" 20" × 27"
    Twin XL 64" × 90" 39" × 80" × 15" 71" × 104" 20" × 27"
    Full 90" × 90" 54" × 75" × 15" 86" × 98" 20" × 27"
    Queen 90" × 90" 60" × 80" × 15" 92" × 104" 20" × 27"
    King 106" × 90" 76" × 80" × 15" 110" × 104" 20" × 37"
    Cal King 106" × 90" 72" × 84" × 15" 110" × 104" 20" × 37"
  • Can I purchase items individually instead of in a Bundle?

    Yes, we absolutely offer individual Sheets and pairs of Pillowcases! You can find these items on each Collection page, by using the search bar in the top right corner, or in the links below. 

    You can find our Classic Flat Sheet here and our Luxe Flat Sheet here.

    You can find the Classic Fitted Sheet here and the Luxe Fitted Sheet here

    You can find the Classic Pillowcases, Luxe Pillowcases, Linen Pillowcases, Heathered Cashmere Pillowcases, and Silk Pillowcases in these links. :)  

  • Are your Sheets OEKO-TEX Certified?
    Yes! Our Classic and Luxe Sheets are STANDARD 100 by OEKO-TEX® #17.HUS.08214 Hohenstein. OEKO-TEX tests for harmful substances which are prohibited or regulated by law and chemicals which are known to be harmful to health. They also test for color fading and acidity as a precautionary measure to safeguard health at every stage of production.
  • How deep are your Fitted Sheets?
    Our Classic, Luxe, Linen, and Heathered Cashmere Fitted Sheets fit mattresses up to 15" in depth.
  • How do I launder my Sheets?
    Check out our care guide here.
  • Do your Sheets wrinkle?

    Unlike many bedding brands, we don't use any artificial wrinkle-free chemicals in our sheets, so like any 100% cotton products, your sheets will naturally wrinkle. With every wash and continued use, your sheets will wrinkle less and less.

    We recommend hang drying your sheets to prevent significant wrinkling. If you prefer to use a dryer, we recommend taking your sheets out of the dryer 5 minutes before the cycle ends and laying them flat to dry.

  • I just received my order but can't find my Pillowcases! What should I do?
    Our Pillowcases are folded within our Core Sheet Sets, so we recommend completely unpacking and unfolding the entire set to make sure the Pillowcases are in there. If we did make a mistake when packing your order, please send an email to hello@brooklinen.com and we will be sure to send you a pair of Pillowcases ASAP.
  • Do you offer Split King Sheets in a Bundle?
    Yes, we now offer Split King Sheet Sets! You can follow this link for the Classic Split King Set and this link for the Luxe Split King Set. Once you navigate to the collection you prefer, you will be able to choose your color or pattern and whether you would like Standard or King Pillowcases!
  • What's the difference between Plush, Mid-Plush, and Firm?

    The Plush Pillow is our softest and fluffiest Pillow. It is perfect for bringing hotel luxury right into your bedroom. The Mid-Plush Pillow has a dual-core structure with an extra supportive inner layer and a super comfy outer layer. This Pillow is our best seller and the most versatile option. Our Firm Pillow has the same dual-core construction as the Mid-Plush, but with a higher ratio of the dense inner layer to the fluffy outer layer. The high-quality firmness of this Pillow makes it extremely supportive.

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We’re raising our prices soon.

Since our launch five years ago, prices of cotton and other key commodities have significantly increased. Paying our suppliers fairly and providing you with the best products on the market is paramount to us—to that end, prices of some of our Classic and Luxe sheets will rise up to 15% starting March 26th, 2019.