Frequently Asked Questions
How can I change or cancel an existing order?
After you have placed your order online and received your order confirmation number, you will not be able to make changes. To cancel an order prior to shipment, please contact our Customer Service at 571-257-3392 (Monday-Friday 9am-5pm EST) or email@example.com. If the order was already shipped and you would like to return it, please refer to the Shipping and Returns section below.
When will my order ship?
We ship Monday through Friday, except Holidays. Items shipping from France (Garnier-Thiebaut France collection) will ship within 10-14 days from the date of the order. Items shipping from our warehouse in Virginia (Hotel Collection, Bombacio and Factory sales items) will ship within 48-72 hours.
Need to confirm the delivery date for your order?
If you need to receive your order by a certain date, we encourage you to email or call us to verify the status of your order.
Will my purchase be subject to sales tax?
Depending on the state where the order is shipping to, orders might be subject to sales tax. This will be added to the order total during checkout process.
One of my items is damaged, defective or incorrect. What should I do?
We are very sorry for the inconvenience. Feel free to reach our Customer Service at 571-257-3392 (Monday-Friday 9am-5pm EST) or firstname.lastname@example.org. We are here to help you.
Can I order a style that has been discontinued?
Please contact Customer Service at 571-257-3392 (Monday-Friday 9am-5pm) or email@example.com for any inquiry regarding discontinued items. Our Customer Service team will assist you in checking availability.
How true is the color of a product appearing on my screen?
Please be advised that colors look different on screens, and might not represent the true color of the actual product.
Why am I not receiving Order Confirmations or Shipping Notifications?
Please review your Bulk, Spam and Junk folders and make sure the emails are not going there. If they are, please mark as NOT JUNK and add the domain to your trusted domains list.
Payments and Privacy
Do you share contact information with other companies?
Your privacy is our priority and you can be assured that your personal datas will not be shared with any other company
What forms of payment do you accept?
We accept all major credit cards, including American Express, Visa, MasterCard, and Discover
What currency are your prices in?
All prices are in US$
Are my online purchases from Garnier-Thiebaut secure?
Ordering online from Garnier-Thiebaut is safe. All data is encrypted using Secure Socket Layer (SSL) encryption technology. Our credit data processing is fully compliant with the Payment Card Industry Data Security Standards (PCI DSS).
Shipping and Returns
What are your shipping methods?
We ship all orders UPS Ground from Virginia. This is currently our only shipping method.
How can I follow my order?
Tracking information will be emailed to you. You can also get your tracking information and follow your order by logging in to your account.
Can I edit the shipping address on my order after it has shipped?
No. Once your order has shipped we can no longer edit the shipping address. You can try to contact the courier directly to see if they can modify the address on their end.
I received a package but it only contains part of my order. Where are the remaining items?
In order for you to receive your items as quickly as possible, we may ship your order in multiple shipments. You will receive individual tracking information for each shipment.
My order has been marked as delivered but I haven’t received it.
Please double check the shipping address on your order confirmation. Check anywhere where the postal carrier could have left the package. If the package still hasn't shown up within 3 business days, please reach us by email or phone.
What is your return policy?
If you are not fully satisfied with your purchase, you can return the items within 15 days of purchase for a full refund of the purchase price (excluding shipping cost).
Returned items must be unused, unlaundered, in brand new condition and in their original packaging. We reserve the right to refuse any return if it does not comply with our return policy
How do I process a return?
To return your order or part of your order, make sure it's been under 15 days since you receive it and the product is new, not washed, in original packaging. You can send your package to : Garnier Thiebaut Retail Returns, 1044 Commerce Lane, South Boston, VA 24592. You must include your original packing slip or a print out of your order. Once you return the merchandise, you can also track your return and refund from your account.
If you checked out as Guest and don't have an account, please email firstname.lastname@example.org with your order number, return reason and list of items you would like to return.
Please keep in mind that discounted items on special, sale and promotions are considered final sale and cannot be refunded.
I can't log in or access my account. What should I do?
We are very sorry for the inconvenience. You can try to reset your password or feel free to reach us by email or phone. We are here to help you.
If I’m an interior designer can I apply for a discount?
We are pleased to offer special conditions to qualified interior designers. Please reach out to us for more information.
I want to open a Wholesale account with Garnier-Thiebaut, how do I proceed?
You can simply begin your application online today by creating a Wholesale account (go to Customer Login page->Business Customer->Request Wholesale Access) or feel free to give us a call.
Do you have physical retail locations in the U.S. and Canada?
Yes, please visit our Store Locator to find a Garnier-Thiebaut authorized retailer near you.
Product sizes and Care instructions
Will the product shrink?
Please refer to our Wash & Care instructions.
How do I make sure I am ordering the correct tablecloth size for my table?
Please refer to our Tablecloth size calculation instructions.
How should I wash my linen?
Please refer to our Wash & Care instructions.
What is the difference between Percale and Sateen?
Sateen sheets have a really soft hand, with a silky smooth surface and a slight sheen. They are usually a little warmer than Percale sheets.
Percale bed linen has a crisper feel and matte finish. It is lighter weight and more breathable.
How deep are your fitted sheets?
Our fitted sheets are usually 15" deep, and can stretch up to 17".
What is the thread count?
The thread count is the number of threads woven in a square inch of fabric. The higher the thread count, the warmer, softer and denser the fabric will be. However a higher thread count does not necessarily mean a higher quality sheet.
What does ELS Cotton mean?
ELS means extra long staple cotton. At Garnier-Thiebaut, we manufacture our products exclusively with extra long-staple cotton because it is the strongest and finest cotton fibers. It ensures a better feel and a longer durability for our products.
What is the Green Sweet treatment ?
This patented eco-friendly treatment protects your linens against spill and stains, without altering the look and feel of linens. Enjoy the look and soft feel of cotton linens, without worrying about stains.
What is the difference between our coated cotton and Green Sweet stain resistant treatments?
The main difference between these two treatments is the way they feel. Green Sweet has the soft feel of cotton, while our coated cotton is a little stiffer due to the 2 layers of acrilyc coating. For everyday or outdoor use, we recommend our coated treatment which can easily be wipe cleaned. Prefer Green Sweet for special occasions or for the dining room.
What is the difference between standard and high thread count in Table linen?
High thread count patterns have finer details and more sheen than regular thread count patterns.
Can I buy fabric by the yard?
Yes, fabric by the yard is available for all our allover patterns (patterns starting with the word "Mille"). Please see our Store Locator page to find a retail partner near you that can help accommodate your request.
What is an allover pattern?
An allover design is a running pattern which means that it doesn't have a beginning and an end.
What is the GSM?
GSM is the short for grams per square meter. The number refers to the density of the towel. The lower the number, the lighter and thinner the towel. The higher the number the denser, heavier and more absorbent.