Frequently Asked Questions

Sheets

• 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
• What if I return my entire order without the free gift?
  If you return your entire order, you'll need to include the gift along with your return. Otherwise, you'll receive a refund for the order minus the retail value of the gift you received. 
• Does free shipping apply to international orders?
  As it is currently set up, our free shipping promotions are only valid for US orders. We suggest joining our refer a friend program and referring friends and family to get $15 off of your order!
• 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. 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.
• What is the warranty on your comforters?
  We take great pride in the craftsmanship of our down products and expertise of our Canadian manufacturing team. 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 repair it. If a repair is impossible, we will replace the item free of charge.
  
• 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 meaning they have almost 2X the amount of cotton than the Classic line, and they are buttery smooth with a slightly luminous finish. Both collections will get softer and softer with every use and wash.
• What is the warranty on your sheets?

  We take great pride in the craftsmanship of our sheets and expertise of our manufacturing team. As such, we provide a lifetime warranty on all of our sheets. If your sheets ever pill, rip, or fray,  simply give us a shout and we'll repair it. If a repair is impossible, we will replace the item free of charge.

• How do I launder my sheets?
  Check out our care guide here.
• How deep are your fitted sheets?
  All of our fitted sheets fit mattresses up to 15" in depth.
• Are your prices in USD?
  All the prices on the site are in USD and our payment systems processes orders in USD. The conversion rate to your currency will happen through your bank or credit card.
• What are the dimensions of your sheets?

  Product	Duvet Cover	Fitted Sheet	Flat Sheet	Pillowcases
  Twin	68" × 88"	39" × 75" × 15"	71" × 98"	20" × 27"
  Twin XL	68" × 88"	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	107" × 90"	78" × 80" × 15"	110" × 104"	20" × 37"
  Cal King	107" × 90"	72" × 84" × 15"	110" × 104"	20" × 37"

  Dimensions are width × height × depth

• What's the difference between Plush, Mid-Plush, and Firm?
  The Mid-Plush pillow is our best-seller and most versatile. It has a dual-core construction, meaning it has a firm feather pillow built inside a plush down pillow so it balances support and softness to give you the best of both worlds in one pillow. Our Plush pillow is made with 100% Canadian Down and are extremely fluffy and soft, and are recommended for stomach sleepers. Our Firm pillow has the same construction as our Mid-Plush with a greater ratio of feathers to down giving this pillow a high quality firmness.
• I entered the wrong billing address, what do I do?
  Not to worry, shoot us an email and we will make the correction on the back end. This should not hold up your delivery.
• Can I use two codes on one order?
  Our automated systems will only allow one code per order at this time. Make sure to use the offer that gives you the best deal!
• When is my order shipping?
  As long as all of the items you ordered are in stock, you'll receive a shipping confirmation email with tracking information within about 1-2 business days. 

  If you placed your order before 2PM EST Monday-Friday, your order should ship out the same business day. If you ordered after 2PM EST on Monday-Friday, your order will ship the following business day. All orders placed Friday after 2PM EST or over the weekend, will ship on the following Monday. 
• What's the difference between Down and Down Alternative?
  Our Down comforters are made of 100% Canadian White Down and our down alternative comforters are made of 100% Suprelle™ fill which is a premium polyester made to replicate the texture and warmth of down.
• What's the difference between your Lightweight and All-Season comforters?
  The differences between the two comforters is are warmth and weight. The lightweight comforter has a 600 fill power and the all-season comforter which has a 700 fill power. With a higher fill power the All-Season will be fluffier and also much warmer as it traps more air. The Lightweight comforter is meant for warmer climates as it has a lower fill power and contains less down fill than the All-Season.
• 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.
• Are your sheets Oeko Tex Certified?
  Yes! All of our sheets are OEKO-TEX certified which means our products are all free of harmful chemicals and materials. 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.
• I have a King bed but I use Standard pillows. How can I get standard sized pillowcases?
  All of our King and Cali King Core Sets come pre-bundled with King Sized pillowcases. What you can do to make sure you receive standard size pillowcases instead is to place your order with a king sized set and then shoot an email to hello@brooklinen.com with the order number and the Customer Experience team will make sure to swap those pillowcases for you to standard size. We recommend placing your order after 2PM ET so that your order doesn't ship out before we can make the swap!
• Why isn't my free shipping code working?
  Free shipping codes must be entered into the Promotion box in the 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 and we will make it right for you.
• 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!
• What's the difference between Down and Down Alternative?
  Our Down pillows are made of 100% Canadian White Down and our down alternative pillows are made of 100% Suprelle™, a premium polyester product with down characteristics. The difference between down and down-alternative lies in your preference for natural or synthetic products.
• 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 duvet 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 duvet comforter at home, as domestic washers aren't large enough to handle a duvet and machines with agitators can damage the baffle system in the duvet. Plus, once a duvet is wet it gets very heavy and pulling it from the machine can also damage the baffle system.
  
• How do I initiate a return or exchange?
  Head over to our returns page and submit a request form. A Customer Experience Specialist will get back to you in 1-2 business days.
• I just received my order but can't find my pillowcases! What should I do?
  Our pillowcases are folded within our core sets so we recommend completely unpacking and unfolding all the sheets 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.
• I have a Split King bed but you don't sell this in a bundle. Can I still order?
  The best way to process an order for a split king set is to order a regular king Core set or Hardcore bundle and then send an email to hello@brooklinen.com immediately with your order number. Our Customer Experience team will make sure to swap out the king fitted sheet for two twin XL fitted sheets. We can also swap out the pillowcases to standard sized if you prefer those as well. We recommend placing your order after 2PM ET so that your order doesn't ship out before we can make the swap!
• 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.
• What are the dimensions of your sheets?

  Product	Duvet Cover	Fitted Sheet	Flat Sheet	Pillowcases
  Twin	68" × 88"	39" × 75" × 15"	71" × 98"	20" × 27"
  Twin XL	68" × 88"	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	107" × 90"	78" × 80" × 15"	110" × 104"	20" × 37"
  Cal King	107" × 90"	72" × 84" × 15"	110" × 104"	20" × 37"

  Dimensions are width × height × depth

• 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.
• What certifications do your comforters have?
  All of our comforters are certified by the highest standards of down certifications including Oeko-Tex, RDS (Responsible Down Standard), and Downmark (The Down Association of Canada).
• What is your exchange policy?
  Exchanges for different colors or sizes are quick and easy. We will gladly accept exchanges within 60 days of purchase, and return shipping is always on us for domestic orders. Simply head over to here and fill out a request. As soon as we receive your items, we'll ship out your new ones!
• How do I use my referral code?
  Thanks for spreading the word! Once you refer a friend, it usually takes 2 business days for our systems to cross check and ensure your friend's purchase went through. Once it does, you will receive an email with your unique code to make a purchase. Please note that if your code ends up on a third party unaffiliated deal site, your referrals will be deemed invalid. 
• My order didn't ship yet, can I add an item to it?
  For your own security we don't store credit card information on file, so the best way to add to an existing order is to place a new one and we can try to ship both packages together. After placing your second order shoot us an email to hello@brooklinen.com and a Customer Experience Specialist will help combine the orders for you.
• Are your comforters made with duck or goose down?
  Our comforters are made in Canada and there are many factors that go into the quality of down, most importantly including source and bird size. The best down comes from the largest, most mature birds. When a duck and goose are of equal age, the goose will usually be larger thus producing a larger down cluster and commanding a higher price. For this reason goose products are often more expensive than duck. We strategically chose to use down from large and mature Canadian ducks rather than typically young geese to provide optimal value to our customers. The clusters are larger and higher quality without the “goose” markup. 
• Do your sheets wrinkle?
  Unlike many sheet brands we don't use any artificial wrinkle-free chemicals in our sheets. Like any 100% cotton products, your sheets will naturally wrinkle but your sheets will wrinkle less and less with every wash and use, but 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 hanging them to dry.
• I ordered your sheets as a gift, are there prices on the box?
  All of our sheets come pre-bundled in a Brooklinen tote bag and box that are perfect for gifting. We don't have gift messaging at this time, but we make sure of our packing slips don't include pricing just incase your order is a gift!
• 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 2pm EST Monday-Friday and all items are available, your order will ship out the same day with your expedited selection. If you order after 2PM EST on Monday-Friday, your order will ship the following business day with the expedited selection selected during checkout. 
• Can I purchase just a flat sheet?
  Right now, we don't sell flat sheets on their own, as they are only included as part of Core sets
• Where are they made?
  All of our down products are made in Canada. We only use responsibly sourced Canadian White Down to fill our comforters, from Hutterite farms in Northwest Canada. We made sure that our down comes from birds that are byproducts from the meat industry in Canada, and our partners never engage in live plucking.
• 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. Our return policy varies from collection to collection and details are as follows:
  
  Sheets and Pillows:
  
  If you are unhappy with your sheets or pillows for any reason, we are happy to accept returns within 60 days of purchase, no questions asked. Returns of unwashed and unused merchandise are refunded in the original method of payment.
  
  Returns of washed or used sheets or pillows will be refunded minus a processing fee of $9.99. As washed/used items cannot be resold, we donate all returns in this condition to one of our three donation centers across the country. The processing fee covers return shipping, storage, and pickup fees.
  
  Comforters:
  
  We take great pride in the craftsmanship of our down products and expertise of our Canadian manufacturing team. 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 repair it. If a repair is impossible, we will replace the item free of charge.
  
  Blankets:
  
  Our blankets are covered by our 60 day no-questions-asked return policy. If you are unhappy with your purchase for any reason, please initiate a return and we will cover return shipping.
  
  Returns of washed or used blankets inside the 60 day window will be refunded minus a processing fee of $9.99. As washed/used items cannot be resold, we donate all returns in this condition to Goodwill in Brooklyn. The processing fee covers return shipping, storage, and goodwill pickup fees.
  
  We will honor exchanges beyond 60 days for manufacturer defects and product breakdowns only.
  
  To process a return, please fill out our returns form by clicking here.
  
  
• Where are they made?
  All of our pillows are made in Canada from Canadian materials.
• I want to return only part of my Hardcore Bundle. Can I do that?
  Absolutely! Keep in mind that you'll only be receiving a partial refund for the items you return. The reason for this is that by buying the hardcore bundle discount 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 not returning.
  
  Here is the formula we use to calculate your refund: Price of the whole hardcore bundle - 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 does my free $20 Gift Card Work?
  Our Free $20 Gift Cards are valid on any future orders with us and cannot be used on your first order. Free Gift cards expire 3 months after the date of purchase.
• 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!