Lucky Neko Cotton Towels

Shipping & Delivery – Your Questions, Answered!

Where do you ship to?

We deliver to most countries in Europe, Asia, Australia & New Zealand.

✨ Coming soon: North and South America (and more to follow)!

If your country isn’t listed, just pop us an email at hello@thelineahome.nl—we’ll do our best to make it happen for you.

How much is shipping and how long will it take?

We like to keep things simple! Here’s a quick look:

(If you’re ever unsure, just ask us—we’re here to help!)

How fast do you send out my order?

We usually process and pack your order within 1–2 business days. 

How will my order arrive?

Your order might come from our Rotterdam HQ, our Asia warehouse, or both! Sometimes you’ll get a couple of parcels, but you’ll always have tracking for each one.

We use DHL, local post, and as many eco-friendly couriers as possible (think bikes and electric vans!).

Will I get tracking info?

Always! You’ll get one tracking link for the full journey, and another from your local courier for the final stretch—so you’re never left guessing. 

Is your packaging eco-friendly?

We’re big on sustainability! Most of our packaging is already biodegradable or made from natural materials like cardboard or recyclable plastic.

Will I pay extra taxes or duties?

No nasty surprises here—all import duties and VAT are included in your purchase price. What you see is what you pay.

What if I miss my delivery?

No stress! Couriers usually try again, or drop your parcel at a nearby Parcel Shop. You’ll get a postcard, email, or SMS with all the details. Just collect it within a week to avoid extra hassle.

What if my address is wrong or I've missed the collection?

It is important to double check your shipping address and availability to receive. If your address isn’t correct or the collection has been missed, the package will return to the local sorting hub.  There’s usually a chance for a final delivery (with a small fee of €6,5–10, set and charged by the courier). We’ll email you with payment details.

Heads up: Refunds aren’t possible in this case.

My order is lost, or damaged—what now?

Just email us and we’ll jump in to help! If your parcel is lost in transit, we’ll contact the shipping company on your behalf to track it down. If it is lost, we will send a replacement at no extra cost.

If it’s marked as delivered (with proof of delivery and signature), we can’t refund or resend—so please make sure your postbox is secure.

For damaged products, drop us an email with your order number, along with some photos/video —we’ll make it right, promise. For full detail, please refer to our Refund & Return Policy.

The package is too late, or I've changed my mind... 

If the package is too late for you or that you have simply changed your mind, please still receive the package and contact us for a return shipping label. Refusing the package will not send the package back to us at the Rotterdam HQ. This will make the order non-refundable.

Why did I only get part of my order?

Sometimes your order is split into separate parcels (from different warehouses). Check your email (both inbox and spam folder) for all the tracking info. If you’re still unsure, just ask—we’re always happy to check for you.

Need to return something?

No worries! For returns, refunds, or if you received the wrong item, check out our Refund & Return Policy or email us anytime.

Still have questions?

Just reach out at hello@thelineahome.nl—no question is too small, and we genuinely love to help!