The Line Style in Context

The Line is a modern and personal approach to retail. We bring together carefully chosen fashion, home, and beauty items and place them in context through inspiring editorial features and intimate offline shopping experiences. The thematic, seasonal, and handpicked assortments we call Selections offer another way to explore our evolving edit of things you’ll wear, use, and treasure for years to come.

x

Frankly Answered Queries

What if I forgot my password?

If you forgot your password, we will email you a temporary password via a secure, encrypted connection.

How do I change my password?

Under your Account Settings, click Password. You will be prompted to enter a new password.

What payment methods does The Line accept?

We accept Visa, MasterCard, American Express, Discover, JCB, and Diner’s Club.

What if I have a question about my order?

Please drop us a line at hello@theline.com. We're here to answer your questions about existing orders, shipping, and returns Monday through Friday, between 9:00 a.m. and 6:00 p.m. EST.

What is The Line’s shipping policy?

We offer free shipping on most U.S. orders. Next-day shipping is available for an additional charge. Orders placed before 2 p.m. on business days begin processing on that day; orders placed after 2 p.m. begin processing on the next business day.

Shipping Options

Order Total* UPS Ground** UPS Two Day UPS Next Day
New York Tri-State Area
 
Under $100
$100 or more
$10 (1—2 days)
Free
$20
$20
$25
$25
Continental U.S.
 
Under $100
$100 or more
$10 (3—5 days)
Free
$20
$20
$25
$25
International All international orders ship via UPS Worldwide Expedited for $35 - $50.
*Item total, before any applicable sales tax is added
**UPS Ground transit times may vary, especially during peak shipping season, and cannot be guaranteed. For time-sensitive orders, please choose UPS Two-Day or UPS Next-Day shipping.

U.S. Ground Shipping

Some items are only available for delivery via ground shipping, which takes approximately 3–5 business days.
Items will be flagged as requiring ground shipping.

U.S. Special Delivery

Some items are made to order, and may ship from us or directly from the manufacturer. If you place an order for one or more of these items, we will contact you via email with regard to production and/or shipping.
Items will be flagged as requiring special delivery.

Does The Line ship to countries other than the United States?

We ship to more than 100 countries using UPS Worldwide Expedited service, with delivery within two to five business days. International shipping rates vary by country and range from approximately $35 to $50. To see the shipping cost for your order, place items in your bag and begin the checkout process: add your billing and shipping information and continue to the next step to view your shipping cost.

What about items marked as requiring special delivery?

Some items are made to order, and may ship from us or directly from the manufacturer. If you place an order for one or more of these items, we will contact you via email with regard to production and/or shipping.

What about fees, taxes, and/or duties for international orders?

International orders are subject to duties and taxes determined by the country to which they are shipped. These fees are the responsibility of the recipient to pay upon delivery. Orders refused at the point of delivery will incur return shipping charges as well as a restocking fee equivalent to the duties and taxes levied upon the original shipment.

We are required by law to list directly on the package the full retail value of items ordered and contained therein. We cannot mark any package as a gift to avoid customs and duties fees. On rare occasions, customs agents may delay the delivery of, open, and/or examine the contents of packages at their discretion. For more information on customs fees and procedures, please contact your local customs office.

What is The Line’s holiday shipping schedule?

We will not be shipping on the following days:

  • Monday, May 29, 2017
  • Tuesday, July 4, 2017
  • Monday, September 4, 2017
  • Thursday, November 23, 2017
  • Monday, December 25, 2017
  • Monday, January 1, 2018

For U.S. delivery by Christmas, orders must be placed by 2 p.m. ET on December 21st (via two-day air) or by 2 p.m. ET on December 22nd (via next-day air).

What is The Line’s return policy?

We accept returns of most unused, unworn, unwashed, unaltered, and undamaged items* within 14 days of purchase; sale items must be returned within 7 days of delivery date. Gifts may be exchanged for items of equal or greater value within 30 days of the purchase date if accompanied by a gift receipt. All returned items must be accompanied by original packaging, such as boxes, hangers, and garment bags.

For an item to be eligible for return:

  • It must be unused, unworn, unwashed, and undamaged.
  • It must have all original tags attached.
  • If a beauty item, it must be unopened.
  • If footwear, it must include the original shoe box in original condition (without shipping labels). Footwear returned in a damaged shoe box or without the original shoe box will incur a fee of $30, to be deducted from your refund.

*Undergarments, swimwear, pierced earrings, opened beauty items, works of art, select home goods, and any other items designated “final sale” are not eligible for return. Additionally, we cannot accept returns of monogrammed, personalized, or special-order items, or of items damaged through normal wear and tear.

How do I return an item to The Line?
  • Request a Return Authorization (RA) number by emailing returns@theline.com with your order number and the name of the item(s) you would like to return.
  • After receiving your RA number, note it below along with the return code(s) for the returned item(s). If your order was shipped to a U.S. address, you’ll receive a pre-paid UPS return label via email.
  • Re­package the item(s) you would like to return.
  • Leave your return shipment at a UPS drop-off location.

We’ll let you know as soon as we’ve received your return and processed your refund. It may take up to 14 business days from the date we process your refund for it to reflect on your original form of payment.

What is the charge for return shipping?

For orders shipped within the United States, return shipping is free for all eligible items* purchased at full price if returned within 14 days of purchase using the prepaid UPS label provided; return shipping is free for all eligible sale items if returned within 7 days of delivery date using the prepaid UPS label provided.

*Items that did not initially qualify for free shipping do not qualify for free return shipping.

What if I receive a damaged or defective item?

If you receive a defective or damaged item, please contact us immediately at hello@theline.com. In the case of damage incurred during shipment, we must be notified within 48 hours of delivery in order to initiate the return process.

What about returns for international orders?

The above return policy applies to international orders, with the following adjustments:

  • Return-eligible items will be accepted within 14 days of delivery date.
  • Return shipping fees are the responsibility of the customer.
  • We cannot refund duties and taxes paid to clear customs.
What is The Line’s price adjustment policy?

We offer a one-time price adjustment on full-price merchandise within seven days of purchase. Items not purchased at full price are ineligible for price adjustments.

How does the pre-order process work?

Select items are available for pre-order and are marked accordingly. Upon placing a pre-orderable item in your bag, you will see the item’s expected ship date. Pre-orders require a 50% deposit at the time of purchase. When the item is ready to ship, the balance due will be charged to your card. Once the payment is processed, you will receive an email with tracking information for the shipment. Any other (non-pre-order) items in your order will ship separately.

What if I’ve made it to the end of this page and still have a question?

Please contact us at hello@theline.com