Frequently Asked Questions

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Contact Us Directly for Personalized Support

Feel free to reach out to us, Monday through Friday, 8:00 AM to 4:00 PM PST if you have any questions. Our Customer Service and Orders department is headed by Yolanda, who has been with Luxe Line for more than 5 years.

Each territory also has dedicated sales reps who are ready to assist with any inquiries you might have. To the left, you see Marissa, who manages the orders and delivery for the south east, and Lori who focuses on San Diego, Central, and Northern Califonia.  For a full list of territories and reps, please see our contact page.

We’re here to provide the answers you need, whenever you need them. Collectively, our  team has over 175 years of experience working in the event industry.

Below is a convenient list of our most frequently asked questions.

General Questions

Who are your typical clients, and do you offer any special programs?

We work with a wide variety of clients, including brides and grooms, event planners, hotels, and venue spaces. For event industry professionals, we offer a Trade Account Program with special benefits.

Additionally, we provide a Non-Profit Discount for qualifying non-profit organizations on their orders.

Yes, we offer design support to all our clients—it’s one of our favorite parts of working at Luxe Line! In addition to offering suggestions, we can:

  • Send fabric samples to help you decide.
  • Provide photos of past events for inspiration.
  • Set up an appointment at one of our showrooms (where available) for an in-person consultation.
  • Set up a Zoom Call to discuss fabric combinations.

No, we do not have a minimum order requirement. You can order any amount of linen or napkins as you wish when your items are shipped, and there will be no extra fees. However, to qualify for free delivery, a minimum order of $75 in linen is required.

How to place or cancel orders

How can I place an order for specialty table linens?

You can place an order in three ways:

  1. Via our website: Add your desired items to the shopping cart and submit the order. Please note, this does not confirm availability. Your formal quote will do that.
  2. Email our orders team: Send your order details to orders@luxelinen.org. We will process your request for a quote and will confirm the availability of linen.
  3. Contact your dedicated sales representative.

Whichever method you choose, you will receive a confirmation of receipt within one business day, and a finalized quote within two business days.

Once your order is received, we will create a detailed quote within 48-72 business hours. The quote will include the available linens, total costs, and all shipping or delivery charges. It’s important to carefully review your quote for accuracy.

Please note: Receiving a quote confirms linen availability at that moment but does not place a hold on the linens for your event. To reserve the linens, you must follow the payment link in your invoice and make a deposit. We refer to this process as “confirming” your order.

If you’re satisfied with the price, linens listed, and delivery options, you can reserve your linens by following these steps:

  1. Electronically sign your invoice.
  2. Make a 50% deposit using the secure pay link in your invoice.

Once your order is confirmed and the deposit is paid, your linens will be reserved for your event.

Yes, you can make small adjustments to your order even after it’s confirmed. We understand that changes in guest count are common in the event industry. However, any changes must be communicated to us no later than 5 working daysbefore your linens are packaged for delivery or shipping.

To cancel your order without forfeiting your deposit, you must notify us at least 3 weeks (21 days) before the delivery date listed on your invoice. Cancellations made after this period will result in the loss of your deposit.

Feel free to reach out to us, Monday through Friday, 8:00 AM to 4:00 PM PST. Our Customer Service and Orders department is headed by Yolanda, who has been with Luxe Line for more than 4 years. Each territory also has dedicated sales reps who can assist with any inquiries, you can find that list on our contact page.

To cancel an order, please email the orders desk at orders@luxelinen.org and CC your sales representative on the email. Just let us know if you want to cancel the order.

Door to Door Delivery Policy

Where do you offer door to door delivery?

Yes, we offer door-to-door delivery to clients located in Los Angeles and Orange County, California.

For clients outside of this area, we provide UPS shipping at a discounted rate.

Delivery and pick-up fees vary based on your specific needs. To ensure fairness and transparency, it’s best to discuss your options with your sales representative.

For trade account holders, we offer free delivery days and hours. However, additional services like same-night pick-up or strike options may incur fees depending on the size of your order.

Yes! If you have a Trade Account and are located within our delivery area of Los Angeles or Orange County, CA, you may choose to have your order delivered during our free delivery days:

  • Los Angeles: Free delivery on Monday, Wednesday, and Friday.
  • Orange County: Free delivery on Tuesday and Thursday.

 

Delivery times range between 10:00 AM and 3:00 PM, and are scheduled at our convenience to keep costs low and continue offering this service at no charge.

We deliver Monday through Sunday including holidays.  Please note that delivery during a holiday or weekend might incur an extra charge.

Yes, we do! Our setup service includes the placement of table linens only and does not include folding or placing napkins. Our strike service involves removing the linens and napkins from the tables after your event.

Please note that extra fees will apply if:

  • Tables are not ready for linens to be removed (e.g., excess debris, florals, or other decor still on the tables).
  • The event does not end on time, causing a delay in the strike process.

The minimum cost for an order to be eligible for a trade account holder to get free delivery is $75.00.

Shipping

Where do you ship to?

At Luxe Linen, we are proud to offer shipping across the continental United States for all our luxury table linen and napkin orders. Thanks to our high shipping volume, we can extend a 60% UPS discount to our clients, ensuring you receive top-quality service at a reduced cost.

We have a few different shipping options.

Standard Shipping:
Delivery times vary between 2 to 5 business days, depending on the destination.

Expedited Shipping:
For urgent orders, we offer overnight shipping with a guaranteed delivery time by 10:00 AM the next day to most locations within the continental United States. This ensures that you receive your linens when you need them most.

At Luxe Linen, we exclusively use UPS to ship our luxury table linen and napkins for events, as we have found them to be the most reliable shipping provider.

At Luxe Linen, our goal is to deliver your linens 2-3 business days before your event date. To ensure timely delivery, we ask that you provide your actual event date when placing your order. This allows us to factor in extra time based on the shipping time to your location, so your linens arrive well in advance of your special occasion,

Returning your linens or napkins is simple! On your order invoice, you’ll find detailed instructions on where and when to place your linens for UPS pickup. Follow these steps:

  1. Place the linens or napkins in the large shipping bag provided with your order.
  2. Attach the return shipping label included with your shipment.
  3. Leave the package outside the address provided (or at your usual UPS drop-off location) on the date listed in your order notes.

If your regular UPS carrier picks up or drops off inside your location, you can leave the package for them. For any assistance, feel free to contact your sales representative.

Payments

How do I make a deposit?

Each quote comes with a secure pay link embedded in the invoice PDF. This link allows you to electronically sign your order and make a credit card payment quickly and easily. Simply open the PDF, follow the link, and complete your payment to confirm your order.

Yes! If you prefer to pay by check, simply electronically sign your order using the secure link in the invoice PDF. After signing, please email your sales representative and orders@luxelinen.org with the check number you’ll be sending. This helps us keep track of your payment.

Yes, clients can pay invoices easily! Simply forward the invoice to them, and they can use the embedded payment link to complete the transaction.

ABOUT US

Our clientele ranges from wedding and special event producers, floral designers, hotels, and private venues, as well as couples planning their very special day. We proudly offer delivery Nationwide and offer door-to-door delivery in Los Angeles County, and Orange County. We look forward to serving you.

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LOVE THE LOOK OF A LUXURY HEMSTICH OR EMBROIDERED EDGE NAPKIN? 

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Rent each of our Specialty Luxury napkins for $3.00. Discount is taken on new reservations, for events being hosted from June 1st to October 31st.

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