Customer Service Policy
At The Linen Hall, we strive to provide excellent customer service to everyone. To ensure a smooth and enjoyable experience, we have established the following policies for our main products. Please be aware that this policy is subject to change at The Linen Hall’s discretion. We encourage customers to review this policy periodically to stay informed about any updates. Thank you for choosing The Linen Hall, and we look forward to providing you with exceptional products and services.
1. Memberships
1.1 Non-Refundable and Non-Transferable:
We are delighted to offer memberships to The Linen Hall, which come with a host of exclusive benefits and privileges. Please note that all memberships sold by The Linen Hall are non-refundable and non-transferable at all times. Once a membership is purchased, it is considered final, and no refunds or transfers to another individual will be permitted.
We encourage customers to carefully consider the membership options available and their respective benefits before making a purchase. Our team is available to provide any necessary information or clarification to assist you in choosing the most suitable membership for your needs.
1.2 Membership Duration and Privileges:
The duration of each membership is clearly specified during the purchase process, and members will be entitled to the membership benefits and privileges for the specified period.
It is important to note that the benefits and privileges associated with the membership are exclusive to the named member only. These benefits cannot be used by any other individual, as they are intended to enhance the experience and engagement of the specific member with The Linen Hall.
Should you have any questions about the duration of your membership or the privileges included, our team is readily available to provide the necessary information and assist with any queries.
1.3 Membership Renewal and Expiry:
To continue enjoying the benefits and privileges of your membership, we offer convenient membership renewal options. Members will receive reminders regarding their membership expiry, and we encourage timely renewal to ensure uninterrupted access to the membership perks.
Please be aware that once a membership has expired, access to exclusive benefits will cease, and members will need to renew their membership to resume enjoying these privileges.
1.4 Membership Card:
Upon becoming a member of The Linen Hall, each member will be issued Linen Hall Membership Card. This card serves as proof of membership and must be presented when availing of membership benefits, including discounts and exclusive access to certain events.
At The Linen Hall, we take pride in providing exceptional experiences to our valued members. We appreciate your understanding of our membership policies, which are designed to ensure fairness and transparency in the membership process. If you have any inquiries or require assistance, please feel free to reach out to our customer service team. Thank you for choosing to be a part of The Linen Hall’s esteemed membership community.
2. Event Tickets Policy
At The Linen Hall, we strive to provide our customers with memorable and enjoyable experiences at our events. To ensure the smooth running of these events and to accommodate all attendees, we have the following policies in place:
2.1 Ticket Sales, Refunds & Changes:
All tickets sold for events, workshops, and other ticketed activities, are non-refundable or exchangeable under any circumstances. If a ticket buyer is unable to attend an event, they have the option to pass the ticket to a friend or family member. To facilitate the transfer, The Linen Hall must be notified at least 24 hours before the event, providing the details of the new ticket holder. In the case where the ticket was purchased at a discounted member price and the recipient is not a member, The Linen Hall reserves the right to charge the remaining amount up to the full-priced ticket.
2.2 Timely Arrival at Events:
We kindly request all ticket holders to arrive at events in a timely manner. Arriving on time helps to avoid disruptions to the event and ensures that all participants can fully engage in the scheduled activities.
2.3 Late Arrival Considerations:
Please be aware that if you arrive after an event has started, there is a possibility that you may not be admitted. This measure is taken to minimise interruptions and to maintain the flow of the event for the benefit of all attendees.
2.4 Booking-Only Policy:
The Linen Hall operates on a booking-only policy for most of our events. Customers are encouraged to reserve their tickets in advance through our website or in-person at our physical location.
2.5 Limited Walk-Ins:
While we usually operate on a booking-only basis, we may consider walk-in visitors if the number of bookings is significantly smaller than our event capacity. However, this is subject to availability and cannot be guaranteed.
2.6 Fully Booked Events:
For events that have reached full capacity with all available bookings filled, we regretfully cannot permit admission of any additional visitors. This policy ensures that all attendees can comfortably participate in the event without overcrowding.
By adhering to these policies, we aim to create an organised and enjoyable experience for all event attendees. Your cooperation in arriving on time and making advance bookings is greatly appreciated, as it allows us to better plan and cater to the needs of our valued customers.
Thank you for your understanding and support in helping us maintain the quality of our events and services at The Linen Hall. We look forward to welcoming you to our upcoming events and ensuring you have a memorable time with us.
3. Linen Hall Charity Bookshop Policy
The Linen Hall Charity Bookshop offers a diverse selection of books at their listed prices, and we are committed to supporting our charitable endeavours through these sales.
3.1 Pricing and Discounts:
All books available for purchase at The Linen Hall Charity Bookshop are priced as listed, and no further discounts or negotiations on the prices will be entertained. The funds generated from book sales directly support The Linen Hall, and we greatly appreciate your understanding and support in maintaining the listed prices.
3.2 Returns and Exchanges:
We understand the importance of customer satisfaction, but due to the nature of the products offered at The Linen Hall Charity Bookshop, we regret to inform you that books cannot be returned or exchanged for any reason. Once a book is purchased, it is considered a final sale.
To ensure complete satisfaction with your chosen book, we encourage customers to carefully inspect and review the condition, content, and other details of the book before making a purchase. We provide a conducive environment for our customers to peruse the books and make informed decisions.
3.3 Quality and Condition of Books:
The Linen Hall Charity Bookshop takes great care in curating a wide variety of books, and we make every effort to ensure they are in good condition and accurately represented. However, as our inventory comprises both new and second-hand books, slight variations in the condition may exist.
Should you have any concerns about the quality or condition of a book, please feel free to ask our staff for assistance. We will be more than happy to address any queries or provide additional information to help you make an informed choice.
3.4 Charitable Contributions:
Every purchase and donation made at The Linen Hall Charity Bookshop supports The Linen Hall. Your support enables us to make a positive impact on our community and beyond, and we extend our heartfelt gratitude.
At The Linen Hall Charity Bookshop, we strive to make your shopping experience enjoyable while ensuring the proceeds from your purchases make a difference. We thank you for your understanding of our policies and for joining us in our charitable endeavours. If you have any questions or require further assistance, please do not hesitate to reach out to our customer service team. Thank you for being part of The Linen Hall’s charitable mission.
4. Gift Range Policy
4.1 Return Policy:
4.1.1 We want you to be delighted with your purchase from The Linen Hall’s gift range. If you change your mind, we will be happy to exchange your purchase if it is within 28 days of purchase. To initiate an exchange, please ensure that you present a valid proof of purchase, such as the original receipt or order confirmation. This policy applies to all eligible items in our gift range, provided they are in their original condition, unused, and with all accompanying packaging. We are unable to provide cash or card refunds.
4.1.2 Please note that personalised items, art, as well as personal goods (i.e.. cosmetics, food, clothing etc.), are exempt from our standard return policy and cannot be returned or exchanged unless they are defective or damaged upon receipt.
4.2 Linen Hall Membership Discount:
4.2.1 We value the loyalty of our esteemed Linen Hall members, and as a token of our appreciation, we offer an exclusive 10% discount on all gift range (books & publications excluded) purchases made in-store.
4.2.2 To avail the 10% discount, members are kindly requested to present their valid Linen Hall Membership Card during the transaction. This discount is applicable only to members in good standing and cannot be combined with other ongoing promotions or discounts.
4.2.3 Please note that non-members visiting The Linen Hall will not be eligible for the 10% discount on gift range items. To take advantage of this exclusive benefit, we encourage non-members to consider becoming part of The Linen Hall community by acquiring a membership.
At The Linen Hall, we are committed to providing exceptional service to our customers. Should you have any questions or require further assistance regarding our Gift Range Policy, please do not hesitate to contact our team. We hope your gift shopping experience with us is a delightful one, and we look forward to assisting you in finding the perfect gifts for your loved ones. Thank you for choosing The Linen Hall.
5. Payment Security Policy
At The Linen Hall, we prioritise the security and privacy of our customers’ financial information. For this reason, we have implemented the following payment security policy:
5.1 Payment Method:
The Linen Hall accepts payments for memberships, event tickets, and purchases from our gift range exclusively through two authorised channels: online transactions via The Linen Hall website and in-person payments at our physical location.
5.2 No Phone Payments:
For security reasons, The Linen Hall does not accept payments over the phone. At no point will any of our staff members or representatives request customers to provide their financial details (such as credit card numbers, bank account information, or passwords) through phone calls.
5.3 Online Transactions:
Online payments can be made securely through The Linen Hall website using the available payment gateways. We employ industry-standard encryption and security measures to protect customers’ financial data during online transactions.
5.4 In-Person Payments:
Customers who prefer to make payments in person can visit The Linen Hall’s physical location during business hours. Our staff will be happy to assist you with your purchase and ensure a safe payment process.
5.5 Customer Responsibility:
Customers are responsible for safeguarding their own financial information. It is essential to be cautious and not share sensitive payment details with anyone over the phone, especially if initiated by a third party claiming to represent The Linen Hall.
5.6 Reporting Suspicious Activity:
If customers encounter any suspicious requests for payment or personal information claiming to be from The Linen Hall, we encourage them to immediately report it to our customer service team. We take such reports seriously and will take appropriate action to address any potential security concerns.
By adhering to these payment security measures, we aim to protect our customers from potentially fraudulent activities and maintain a safe and trustworthy environment for all transactions. Thank you for your understanding and cooperation in helping us ensure the security of your financial data.
6. General Customer Service Guidelines
At The Linen Hall, we take pride in fostering a welcoming and inclusive environment for all our visitors and staff members. We believe that respectful behaviour is fundamental to creating a positive experience for everyone. We kindly request our customers to adhere to the following guidelines:
6.1 Communication:
The Linen Hall aims to maintain clear and open communication with all customers. If you have any questions, concerns, or feedback, please feel free to contact our customer service team through our designated channels, such as phone, email, or in-person at our physical location.
6.2 Respecting Customer Privacy:
The Linen Hall is committed to safeguarding customer information. Any personal data collected during the purchasing process or while interacting with our services will be handled in accordance with our Privacy Policy.
6.3 Courteous Behaviour:
The Linen Hall staff members are trained to treat all customers with respect, courtesy, and professionalism. We expect our customers to reciprocate this behaviour, ensuring a positive and welcoming environment for all.
6.4 Respect for Staff:
Our dedicated team members are committed to providing exceptional service. We expect our visitors to always show courtesy and respect towards our staff. Please treat them with kindness and consideration, recognising that they are here to assist you and ensure your visit is enjoyable.
6.5 Respect for Other Visitors:
The Linen Hall is a place where people from various backgrounds come together to explore our offerings. We encourage our visitors to be mindful of others’ space, privacy, and enjoyment. Please conduct yourself in a way that promotes a harmonious and pleasant atmosphere for everyone.
6.6 Zero Tolerance for Aggressive Behaviour and Unacceptable Language:
The Linen Hall maintains a zero-tolerance policy towards aggressive behaviour, harassment, or the use of offensive and unacceptable language. Any form of violence, threats, or disrespectful conduct towards our staff or other visitors will not be tolerated.
6.7 Right to Refuse Entry or Ask to Leave:
Our team is empowered to ensure the safety and comfort of all visitors. In instances where a customer’s behaviour violates our respectful conduct policy, The Linen Hall reserves the right to refuse entry to the premises or ask the individual to leave, as deemed necessary to maintain a positive environment.
We believe that promoting respectful behaviour enhances the overall experience for everyone at The Linen Hall. By creating a space where all individuals are treated with kindness and consideration, we can together foster a warm and friendly community cantered around shared interests.
Thank you for being an integral part of The Linen Hall’s ethos. We appreciate your cooperation in upholding these values, and we look forward to serving you with the utmost care and respect.
