Shipping Policy

Contact us Email: service@polytexlinen.com Phone: +85224144263

If you don't see your question here, email us and we'll reply as soon as possible.

1) Order Help

Edit / Cancel an Order

Orders start processing shortly after checkout
Changes or cancellations aren't guaranteed
Email service@polytexlinen.com ASAP with your order number

Missing Order Confirmation Email

Check your spam/junk folder first
If it's not there, email service@polytexlinen.com and we'll confirm your order status

Account Required?

No—guest checkout is available. Creating an account helps you:

View order history
Save your size and shipping details
Track orders more easily
Save favorite pieces to your wishlist

Payments

Major credit/debit cards accepted
Other payment options, if available, are shown at checkout
Options may vary by location

Discount Codes

Promotions may be offered occasionally. Rules:

One discount code per order unless stated otherwise
Discounts can't be applied retroactively

2) Shipping & Delivery

Processing Time + Delivery Time

Processing: usually 1–3 business days excluding weekends and holidays
Delivery time depends on:
- Your location
- The shipping option selected at checkout

Tracking Your Shipment

You'll receive a shipping confirmation email when your order ships
Tracking details are provided if available
Tracking may take 24–48 hours to update

International Shipping

We ship to many regions worldwide. If your destination isn't available at checkout, email service@polytexlinen.com and we'll do our best to help.

Duties / Taxes / Customs Fees

International orders may incur duties, taxes, or customs fees charged by your country or region:

These fees are not included in your purchase total
The customer is responsible for these charges

Delayed Delivery

Delays can occur due to carriers, weather, or customs. If your order looks delayed, email your order number and we'll help you track it.

Marked "Delivered" but Not Received

Please try the following:

Check around the delivery area, such as doorstep, mailbox, or parcel room
Check with household members or neighbors
Check with your building's front desk, concierge, or security

If it's still missing, contact the carrier directly first. You can also email us and we'll assist where possible.

3) Returns & Refunds

Returns

Eligible items can be returned within 30 days of delivery if they are:

Unworn and unwashed
Free from makeup, deodorant, perfume, or other stains
With all original tags and hygiene stickers still attached
In their original packaging

For details, please review our Return & Refund Policy.

Non-Returnable Items

For hygiene and safety reasons, the following items are final sale and not eligible for return:

Intimates, underwear, and swimwear
Earrings and pierced jewelry
Items marked Final Sale
Gift cards

Damaged / Defective / Incorrect Items

Your order number
Clear photos of the item, any defects, and the packaging

We'll review and assist as quickly as possible.

Refund Timing

After your return is received and approved:

Refunds go back to the original payment method
Allow 5–10 business days for the refund to appear depending on the payment provider

4) Apparel Care & Fit

Sizing & Fit

Each product page includes a detailed size chart with measurements in inches and centimeters
Models' height and the size they are wearing are listed on most product pages as a styling reference
If you're between sizes or unsure which size to choose, feel free to email service@polytexlinen.com and we'll help you decide
Please note that fit may vary slightly by silhouette (e.g. oversized, relaxed, fitted, cropped)

Fabrics & Materials

Fabric composition varies by item—for example cotton, linen, rayon, polyester, wool blends, or knitwear. Each product page lists the material and key specifications.

For confirmation on a specific item, email the product name or link to service@polytexlinen.com.

First-Wear Tips

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.

Washing & Care

Care depends on the fabric. As a general guide:

Always check the care label sewn into the garment or the product page instructions
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
Reshape while damp and 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

Photos vs. Real Product (Color / Size)

We aim for accurate display, but:

Slight color variations 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 matters, please review the size chart carefully before ordering.

5) Customer Support

How to Reach Us

Email: service@polytexlinen.com Phone: +85224144263

Reply Time

We aim to respond within 1–2 business days, depending on 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