FAQ

Hi, how can we help you?

If you can't find the answer you're looking for, please contact us at service@polytexlinen.com and our team will get back to you as soon as possible.

Online Ordering

Can I change or cancel my order?

We begin processing orders quickly, so changes or cancellations are not guaranteed. If you need help, please contact us as soon as possible at service@polytexlinen.com with your order number.

I placed an order but didn't receive a confirmation email. What should I do?

Please check your spam or junk folder first. If you still don't see it, contact us at service@polytexlinen.com and we'll confirm your order status.

Do I need to create an account to place an order?

No. You can check out as a guest. Creating an account allows you to view order history, save your size and shipping information, save pieces to your wishlist, and track your orders more easily.

What payment methods do you accept?

We accept major credit and debit cards and other payment methods displayed at checkout. Availability may vary depending on your location.

Do you offer discount codes?

We may offer promotions from time to time. Please note:

Only one discount code may be used per order unless stated otherwise
Discounts cannot be applied retroactively

Shipping & Delivery

How long does shipping take?

Orders are typically processed within 1–3 business days excluding weekends and holidays. Delivery timeframes depend on your location and the shipping method selected at checkout.

How can I track my order?

Once your order ships, you'll receive a shipping confirmation email with tracking information if available. Please allow 24–48 hours for tracking updates to appear.

Do you ship internationally?

Yes, we ship to many regions worldwide. If your destination is not available at checkout, please contact us at service@polytexlinen.com and we will do our best to assist.

Will I have to pay duties or customs fees?

International orders may be subject to duties, taxes, or customs fees imposed by your country. These charges are not included in your purchase total and are the responsibility of the customer.

My order is delayed—what should I do?

Shipping delays can happen due to carrier issues, weather, or customs processing. If your order appears delayed, please contact us with your order number and we will help you track it.

My tracking says "delivered" but I didn't receive my package.

Please check around your delivery location, with household members, neighbors, or your building's front desk. If you still cannot locate it, contact the shipping carrier directly. You may also email us and we will assist where possible.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery for eligible items that are unworn, unwashed, free from stains or odors, and with all original tags and hygiene stickers still attached. For full details, please review our Return & Refund Policy.

Can I return worn or washed items?

For hygiene, safety, and product integrity reasons, we do not accept returns on items that have been worn, washed, altered, or show signs of use (such as makeup, perfume, pet hair, or missing tags).

Which items are final sale and cannot be returned?

For hygiene reasons, the following items are final sale and cannot be returned:

Intimates, underwear, lingerie, and shapewear
Swimwear (once the hygiene sticker is removed)
Earrings and pierced jewelry
Socks, tights, and hosiery
Items marked Final Sale

Do you offer exchanges?

We do not offer direct exchanges at this time. If you'd like a different size, color, or style, please return the eligible item for a refund and place a new order. This ensures you receive your preferred piece as quickly as possible, while it's still in stock.

What if I receive a damaged, defective, or incorrect item?

Please contact us within 7 days of delivery at service@polytexlinen.com with your order number and clear photos of the item, any visible defects, and the packaging. We will review your request and assist as quickly as possible.

When will I receive my refund?

Once your return is received and approved, refunds will be processed to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your payment provider.

Sizing & Fit

How do I find my size?

Each product page includes a detailed size chart with measurements in both inches and centimeters. We recommend measuring yourself (bust, waist, hips) and comparing with the chart before ordering. Models' height and the size they're wearing are listed on most product pages as a styling reference.

What if I'm between sizes?

Fit depends on the style:

For fitted or tailored pieces, we suggest sizing up for comfort
For oversized or relaxed pieces, your usual size is usually fine
If you're unsure, email us at service@polytexlinen.com and we'll help you decide

Do your clothes run true to size?

Most of our pieces run true to size, but fit may vary by silhouette (e.g., oversized, relaxed, fitted, cropped). Check the size chart and product description on each page for the most accurate reference.

Fabrics, Care & Product Details

What materials are your clothes made of?

Fabric composition varies by item—for example cotton, linen, rayon, polyester, wool blends, or knitwear. The fabric content is listed on each product page.

If you have allergies or sensitivities to certain materials, we recommend checking the fabric details before purchasing. For confirmation on a specific item, email us the product name or link at service@polytexlinen.com.

Do your garments have a smell when first opened?

Some garments may have a light fabric scent when first unpacked—this is normal and typically fades after airing out in a well-ventilated space for 24–48 hours. We recommend washing new pieces before the first wear.

How should I care for my clothes?

Always follow the care label sewn into the garment or the care instructions listed on the product page. As a general guide:

Hand wash or machine wash on a gentle, cold cycle when possible
Use mild detergent and avoid bleach unless specified
Wash similar colors together to prevent color transfer
Lay flat or hang to dry for delicate items
Steam or iron on a low setting, following the care label
Avoid prolonged exposure to direct sunlight to help preserve color

Are the colors and sizes exactly the same as the photos?

We do our best to display products accurately. However:

Slight color differences may occur due to lighting, screen settings, or fabric finish
Manual measurements may differ by 1–2 cm due to the nature of fabric and hand-measuring

If exact fit is important, please review the size chart carefully before ordering.

Will the color fade or the garment shrink after washing?

When cared for according to the care label, our garments are designed to maintain their color and shape. To minimize fading or shrinkage:

Wash in cold water with similar colors
Avoid high heat in both washing and drying
Lay flat or hang to dry rather than tumble drying when possible

Account & Support

How do I contact customer support?

You can reach us at:

Email: service@polytexlinen.com

How long does it take to receive a response?

We aim to respond within 1–2 business days, depending on message volume and business hours.

Contact Information

Polytex Linen Cotton Limited Flat E (Front), 20/F, Excelsior Building 68 Sha Tsui Road Chai Wan Kok Hong Kong