Return, Refund and Exchange

Returns, Refunds & Exchanges

Every piece is handcrafted to order in our Hanoi workshop. If something isn't right, we will make it right.

What can be returned or exchanged

Any eligible item, within 30 days of delivery, provided it is unworn, unwashed and unused, in original condition with all labels attached, and returned in its original packaging.

Not eligible:

• Custom or made-to-measure orders (items produced to your specific dimensions)
• Items marked Final Sale or Clearance
• Pillow inserts and protectors
• Fabric samples and cut-to-length linen fabric
• Gift cards
• Bedding that has been used, washed or altered

Because pieces are made to your measurements, please check the size guide before ordering — or ask us first. We would rather spend ten minutes on sizing than have you send something back.

How to start a return or exchange

We keep this simple. There is no returns portal and no form to fill in.

1. Email scandalinen@gmail.com or message WhatsApp +84 936 188 661
2. Tell us your order number, which items, and the reason
3. We confirm eligibility and send you instructions within 1–2 business days
4. Pack the item securely and send it back using the method we agree on

Please do not ship anything back before hearing from us. Packages returned without prior confirmation may not be processed.

Refunds

Once we receive and inspect your return, we confirm by email. Approved refunds are issued to your original payment method within 10 business days of us receiving the item.

Refunds cover the full selling price of the returned item. Original shipping costs and return shipping costs are not included, unless the return is due to our error.

Who pays return shipping

• If we made a mistake — wrong item, wrong size, manufacturing defect — we cover all return shipping. For international orders we arrange a courier pickup from your address at no charge to you.
• If you changed your mind or ordered the wrong size — return shipping is at your expense. Please use a tracked service; we cannot refund items lost in transit.

We ship to you Delivered Duty Paid, so you will not have paid import duties on the original delivery. For international returns, please mark the package clearly as "Returned Goods — No Commercial Value".

Exchanges

Want a different size, color or item? Email scandalinen@gmail.com or WhatsApp +84 936 188 661 with your order number and what you would like instead. We check availability and confirm before you send anything back. If there is a price difference we either invoice it or refund the balance.

Defective or incorrect items

We inspect every item before it leaves the workshop. If something arrives damaged or not as described — wrong size, wrong color, broken stitches, open seams, any manufacturing defect — you are entitled to a full refund including all shipping and handling, or a free replacement if you prefer.

Contact us within 30 days of delivery with your order number, a clear photo of the issue, and a short description. We reply within 1–2 business days.

What is not a defect

Natural linen characteristics are not manufacturing defects: slight color variation between dye batches, minor texture irregularities, and shrinkage after washing. Our stonewashed French linen shrinks about 2–5%, the 45% linen / 55% bamboo rayon blend about 10%, and the 30% linen / 70% bamboo blend about 2–3%. Wash before the first fitting and follow the care label. See our Care Guide to keep color and shape at their best.

Gifts

Received a SCANDALINEN item as a gift and need to exchange it? We can exchange it for another item or issue a gift voucher of equal value. A cash refund can only go back to the original payment method, so the gift giver would need to contact us directly in that case.

This page summarises our return and refund policy, which is the binding version.