It is our mission to offer our customers exceptionally beautiful table linens accompanied by superb customer service. We will do our best to assure that you are completely satisfied with your merchandise and your shopping experience. Here are some answers to frequently asked questions:
How do I order a custom tablecloth?
After reaching out to us by email to let us know what you’re looking for, we will walk you through the very personal step by step process that we employ to provide you with ideas and possibilities for your table linens. A personal consultation can take place in your home or online, depending on your preference and location. We will request photographs of your table, as well as any design elements in your dining area and home that you would like us to consider when selecting fabric swatches for your review. Although initially you may receive “virtual” fabric swatches by email, no order will be finalized until you have approved actual swatches, to assure that the colors and texture meet your approval. Computer monitors vary and can distort the look and feel of the fabrics. Based on your fabric choices, the size and shape of your table, and the length of the overhang you desire, you will receive a written estimate of the total cost, including sales tax and shipping charges. The turnaround time for production will also be included and will take approximately 4 to 6 weeks. Once we receive a signed work agreement and a 50% deposit, your order can no longer be modified or cancelled. The balance of your payment will be due once manufacturing is complete, before your order is shipped.
Can I custom order other items in addition to tablecloths?
The ordering process for custom napkins, placemats and table runners is the same as for ordering a tablecloth. If we are custom-making any of these items for you, we will send fabric swatches to you for your approval. Once your signed work agreement and a 50% deposit are received, your order will be final. We will process your payment and begin the manufacturing process. At that time, your order can no longer be modified or cancelled.
How do I care for my custom linens?
We use exceptional quality fabrics for our table linens, and therefore dry cleaning is required.
What is your policy for changing, cancelling or refunding a custom order?
Once your initial 50% payment and signed work agreement are received, it can no longer be changed or cancelled. Of course, we stand behind all of our linens with a complete satisfaction guarantee. Because our linens are specifically made for each customer, we cannot offer refunds. However, we will replace any custom item that arrives to you with a defect in workmanship or in a damaged condition. If this occurs, please notify us immediately at [email protected] so we can begin to rectify the situation. In the case of a manufacturing defect, return shipping costs will be reimbursed and we will inform you of the turnaround time to repair or replace the damaged item. A returned item must be in its original condition and be sent back with its original packaging within 14 days. Grey House Linens is not responsible for items damaged as a result of improper care and cleaning. As indicated above, all Grey House Linens products require dry cleaning. We reserve the right to inspect returned merchandise and deny a repair if no defect exists, if it has been used or altered, or if care instructions have not been followed.
Is it possible to return custom items received as a gift?
Because custom orders are uniquely manufactured, they are not eligible for return, exchange or merchandise credit.
Is it possible to purchase ready-made items from Grey House Linens?
Yes! We offer a wide range of ready-made tablecloths, napkins, table runners and placemats! Contact us for information about our varied inventory, or visit our shop on Etsy to view and purchase ready-made items. Grey House Linens make wonderful gifts for holidays, engagements, weddings, birthdays, house-warmings and any other occasion. Grey House Linens Gift Cards are also available for purchase, by emailing us at [email protected].
We accept VISA and MasterCard as well as PayPal. PayPal does not require that you open an account – you can use your credit card to process a PayPal order. Our direct credit card processing applications adhere to the PCI Data Security Standard (PCI-DSS), Level 1. Your personal information will not be sold or distributed under any circumstances.