Frequently Asked Questions (FAQs)
Welcome to the Givan’s Irish Linen Stores FAQ page. Below you’ll find answers to some of the most common questions our customers ask. If you can’t find the information you need, feel free to contact us at info@givans.co.uk or call us on 01733 562300.
Ordering & Payment
1. How do I place an order?
Orders can be placed directly through our website. Simply select your items, add them to your basket, and follow the checkout process. If you need assistance, please contact us. We also accept order over the phone and by mail order.
2. What payment methods do you accept?
We accept all major debit and credit cards, including Visa, Mastercard, and American Express. Payments are processed securely at checkout.
3. Is my payment secure?
Yes, your payment is completely secure. All transactions on our website are processed through trusted and encrypted payment gateways, ensuring your personal and financial information is protected. We do not store any payment details, and our site uses SSL encryption to safeguard your data at every step.
4. Can I change or cancel my order?
If you need to make changes or cancel your order, please contact us as soon as possible. We can only make changes before your order has been processed for dispatch.
5. Can I use a gift card or discount code?
We do not currently offer gift cards, but discount codes may be available from time to time, usually through our email newsletter. To be the first to hear about exclusive offers and seasonal promotions, we recommend signing up for our newsletter at the bottom of our website.
6. Why are extra charges showing at checkout?
There are no additional charges beyond the price displayed on our product pages and shipping. Our checkout system shows a detailed breakdown, including VAT, to keep everything transparent. Shipping charges are calculated and added at checkout once your delivery address has been entered. The final total you pay will match the product price plus any applicable shipping fees—no surprises or hidden costs.
Contact & Store Info
7. What are your opening times?
Our customer service team is available Monday to Thursday, 9am-5pm & Friday, 9am-1pm (UK time). Please note that we are closed on weekends and public holidays.
If you need assistance outside of these hours, feel free to email us at info@givans.co.uk, and we’ll get back to you as soon as possible during business hours.
8. How can I contact you?
You can reach us via email at info@givans.co.uk or by phone at 01733 562300
9. Where are you based?
Givan’s Irish Linen Stores is based in the UK, with our factory and offices in the heart of Lurgan, Northern Ireland—a town renowned for its rich heritage in the textile and linen industry. We are proud to continue this tradition, offering high-quality Irish linen through our online store and mail-order service to customers across the UK, Ireland, and beyond.
10. Do you have a physical store?
No, we do not have a physical retail premises. Givan’s Irish Linen Stores operates exclusively as an online store and mail-order catalogue. You can browse and purchase our full range of luxury Irish linens directly through our website or by contacting us for assistance.
11. How do I request a mail-order catalogue?
To receive our latest mail-order catalogue, simply email us at info@givans.co.uk or call 01733 562300 with your name and postal address. We’ll send a copy to you as soon as possible and add your details to our mailing list for future issues.
12. How often do you send your catalogue?
We send our mail order catalogue twice a year—typically in winter and summer. If you'd like to receive a copy, you can sign up through our website or contact us directly.
Shipping & Delivery
13. How long will it take to receive my order?
We aim to dispatch all orders within 1-2 working days (excluding Made to Order items), though this may vary during busy periods. Once dispatched, delivery times depend on your chosen shipping method.
14. Which delivery services do you use?
We use Royal Mail Tracked 24 for parcels under 2kg within the UK. For larger domestic orders, we ship via trusted couriers such as DHL. International orders are sent using reliable services like FedEx, UPS, or DHL, depending on the destination and parcel size.
We will always notify you of the delivery service used and provide full tracking details once your order has been dispatched, so you can monitor your delivery every step of the way.
15. How long do made-to-order items take to arrive?
Delivery times for made-to-order items can vary depending on the product and customisation options. Because each item is individually crafted, specific lead times are listed on the product page of each made-to-order item.
Please check the product description for estimated dispatch and delivery times before purchasing. If you have any questions or need a faster turnaround, feel free to contact us directly.
16. Are orders containing both made-to-order and in-stock items shipped separately?
Typically, orders are shipped together once any made-to-order items are ready. Please refer to the estimated dispatch times listed on each individual product page. If you'd prefer to receive the in-stock items sooner, you're welcome to contact us to request a split shipment—additional delivery charges may apply.
17. Do you offer international shipping?
Yes, we do ship internationally. Shipping costs and delivery times vary by destination and will be calculated at checkout.
18. Will I receive tracking information?
Yes. Once your order has been dispatched, you’ll receive an email with full tracking details so you can follow your parcel’s journey.
19. Can I change my shipping address after placing an order?
If you need to update your shipping address after placing an order, please contact us as soon as possible. We may be able to amend the address if your order has not yet been dispatched. Unfortunately, once an order has been shipped, we are unable to change the delivery address. For this reason, we recommend double-checking your details at checkout.
20. What should I do if my parcel hasn’t arrived?
If your parcel hasn’t arrived within the expected delivery timeframe, please first check the tracking information provided in your shipping confirmation email. If there’s no update or you believe your parcel is delayed or lost, contact us at info@givans.co.uk or call 01733 562300. We’ll work with the delivery service to investigate and help resolve the issue as quickly as possible.
21. What if my item arrives damaged or faulty?
Please contact us immediately if your order arrives damaged or with a fault. We will arrange a replacement or refund after inspecting the issue.
Newsletter & Account
22. How do I sign up for your newsletter?
You can sign up for our newsletter by entering your email address in the newsletter sign-up section at the bottom of our website. Subscribers receive updates on new collections, exclusive offers, and linen care tips straight to their inbox. You can unsubscribe at any time by clicking the link at the bottom of any email.
23. How do I manage my account?
To manage your account, click “Account” at the top of our website (or in the mobile menu). From there, you can log in to view your order history, check the status of current orders, and manage saved addresses. If you haven’t created an account yet, you can set one up quickly using the same email address you used to place your order.
24. Can I update my contact or delivery information?
Yes, once you're logged in to your account, you can edit your saved addresses and contact details at any time. If you need to update delivery information for an order that has already been placed, please contact us as soon as possible at info@givans.co.uk or call 01733 562300, and we’ll do our best to make the changes before dispatch.
Embroidery & Personalisation
25. Can I personalise my order?
Yes! We offer a bespoke embroidery service on many of our linens, including handkerchiefs, napkins, bedding, and more. You can choose your initials, font, thread colour, and placement. Please see more details on our Embroidery Service page.
26. How long does embroidery take?
Personalised items may take an additional 7-10 working days before dispatch. We’ll confirm lead times when you place your order.
27. Can I add initials or monograms to items I’ve already purchased?
Yes, you can add initials or monograms to your order as long as it has not yet been dispatched. Please contact us immediately after placing your order to request embroidery additions or changes. Please note, this may extend the estimated dispatch time, but we will keep you informed of any changes. Once an item has been shipped, modifications are no longer possible.
28. Can personalised items be returned?
Unfortunately, we cannot accept returns or exchanges on personalised items unless they are faulty.
Gifting
29. Are your products suitable for gifting?
Absolutely. Our collections of luxury bedding, table linen, handkerchiefs, and accessories make beautiful and thoughtful gifts. You can add gift wrap and a handwritten gift card during checkout.
30. Can I send an order as a gift directly to the recipient?
Yes, you can have your order shipped directly to the recipient’s address. During checkout, simply enter their delivery details instead of your own.
31. Do you offer gift wrapping or gift messages?
Yes, we do! You can add gift wrapping and a gift card with a handwritten message directly at checkout on our website. It's a thoughtful way to personalise your order, whether you're sending a gift for a birthday, wedding, or special occasion. If you need any help or have specific instructions, please feel free to contact us after placing your order.
32. Do you include prices on gift orders?
No, we do not include prices on gift orders. Your gift package will include a separate order note showing the recipient’s and sender’s details, but the pricing information will be omitted to keep your gift a surprise. If you add gift wrapping to your order, we also omit the individual items from the order note, so it only shows the recipient, sender, and order number.
33. Can I return or exchange gift-wrapped items?
Yes, you can return or exchange the items themselves if they meet our return conditions. However, please note that gift wrapping fees are non-refundable once completed. If you wish to cancel gift wrapping, please contact us as soon as possible. Unfortunately, we cannot accommodate cancellations once the order has been dispatched.
Returns & Exchanges
34. What is your returns policy?
You can return eligible items within 28 days of receipt for a refund or exchange, provided they are unused, unwashed, and in good condition. Please see our Returns Policy for full details.
35. Do I have to pay for return postage?
Yes, return postage costs are the responsibility of the customer unless the item is faulty or there has been an error with your order.
36. Can I exchange an item?
Yes, exchanges are possible. You will be responsible for return delivery and a new shipping fee for the replacement item. Please see our Exchange Policy for full details.
Product Information
37. Are your linens 100% Irish linen?
Yes. We specialise in high-quality Irish linen products, known for their durability, softness, and timeless appeal.
38. What makes Irish linen special?
Irish linen is renowned for its exceptional quality, strength, and natural lustre, thanks to centuries-old craftsmanship and the unique climate of Ireland. Its durability and elegant feel make it a luxurious choice for bedding and home linens. Learn more about the heritage and qualities of Irish linen in our blog.
39. Do your linens come pre-washed or will they shrink?
Most of our linens, including traditional Irish linens by McCaw Allan and double damask linens, are not pre-washed. Some natural shrinkage is expected, but our expert weavers account for this during production. The sizes listed on our product pages reflect the final finished dimensions, so you can order with confidence. Please note, slight variations in size may still occur due to the natural characteristics of linen.
40. Are your fabrics OEKO-TEX or GOTS certified?
Many of our fabrics carry OEKO-TEX or GOTS certification, ensuring they meet high standards for safety and sustainability. Certification details are listed on individual product pages where applicable. Additionally, our feather and down products come with a Downpass certification, guaranteeing responsible sourcing and quality.
41. Are your linens hypoallergenic?
Yes, our linens are naturally hypoallergenic. Linen’s breathable, moisture-wicking properties help reduce allergens and irritants, making it an excellent choice for sensitive skin and allergy sufferers.
42. Where do you source your products?
We take pride in sourcing our products from trusted suppliers across Northern Ireland, the UK, Ireland, and the EU. Our linens and textiles are carefully selected for their quality, craftsmanship, and heritage, with a strong emphasis on Irish linen traditions.
We work closely with mills and manufacturers who share our commitment to excellence, ensuring every item meets the high standards our customers expect.
43. Do you offer fabric samples or swatches?
Yes, we can provide fabric swatches for many of our linen and cotton ranges. Please contact us with the items you're interested in and we’ll be happy to assist.
44. Are your sizes standard?
Yes, we use UK standard sizes across our linen collections; however, please note that all measurements are approximate. Due to the natural properties of linen and cotton fabrics, minor variations in size can occur during production or after laundering.
45. Do you offer bespoke or made-to-measure items?
Yes, if you require bespoke sizing for bedding, table linen, or other items, please contact us to discuss custom options.
46. How do I care for Irish linen?
Linen is a naturally strong and antibacterial fabric. It can be washed at high temperatures (up to 90°C), though 40–60°C is usually sufficient. Avoid bleach and optical brighteners, and iron linen while damp for best results. Air dry or tumble dry on low heat and remove before fully dry. For full guidance, see our Linen Care Guide.
Trade & Business Enquiries
47. Do you offer wholesale or trade accounts?
While we do not offer wholesale accounts, we are happy to accept trade orders. If you are an interior designer, small business, or looking to place a bulk order, please contact us directly to discuss your requirements and pricing.
48. Can you supply hotels, restaurants, or retailers?
Yes, we may be able to supply hotels, restaurants, and retailers, depending on the product type and quantity needed. We recommend getting in touch with us directly to explore options and lead times. Our Irish linen products are well-suited for luxury hospitality and retail environments.
If you have any other questions, please let us know. We’re always happy to help.
Givan’s Irish Linen Stores – Supplying timeless linen since 1899.
