FAQ
If you have questions about a specific item, ordering, or delivery, you may find the answer below.
Product & Condition
Are your items new?
Most items at The Linie are antique, vintage, or one-of-a-kind objects. Some newer, functional items may also be included and will be clearly described as such on the product page.
What condition are the items in?
Vintage and antique objects may show signs of age and use, including surface wear, patina, small marks, historic repairs, dents, or slight irregularities. These characteristics are part of an object’s material history and are not considered defects unless they affect stability, function, or overall appearance.
Each item is individually described and photographed to represent its condition as accurately as possible. Minor variations and signs of age may not always be visible in photographs.
If you would like additional photographs or a detailed condition report, please contact us before purchase.
Do you restore or polish the objects?
Objects are cleaned before listing, and minor restoration may be carried out when necessary. In some cases, surfaces may be lightly polished, while in others natural patina is preserved. Decisions are made individually, depending on the material, condition, and character of the object.
Can I see more photos or ask questions before buying?
Absolutely. If you need additional images, measurements, or clarification, please contact us at hello@thelinie.com before placing your order.
Shipping & Delivery
Where do you ship from?
All orders are shipped from Berlin, Germany.
Do you ship internationally?
Yes. We ship from Germany to selected international destinations.
Available destinations and shipping costs are shown at checkout.
If your location is not listed, please contact us before placing an order.
Please note that international orders may be subject to customs duties, import taxes, or local fees, which are the responsibility of the customer.
How long will delivery take?
Orders are typically dispatched within 2–4 working days, unless otherwise stated.
Delivery times vary depending on destination. As a general guide:
• Germany: approximately 3–7 working days
• European Union (non-Germany): approximately 5–11 working days
• UK & Switzerland: approximately 7–14 working days
• Europe (non-EU): approximately 7–18 working days
• Asia: approximately 7–14 working days
These timeframes are estimates only. Delivery may be affected by customs clearance, local carrier handling, or other external factors.
Are shipments insured?
Yes. All shipments are sent with tracking and insurance.
Will I need to pay customs duties or taxes?
For orders delivered outside the European Union, customs duties, import taxes, or handling fees may be charged by the destination country upon import.
These charges are not collected at checkout and are the responsibility of the customer. They are usually payable upon delivery or directly to local authorities.
We are unable to estimate or control these charges. If you are unsure, we recommend checking with your local customs authority before ordering.
Returns & Support
Do you accept returns?
For EU customers, yes. EU consumers have a statutory 14-day right of withdrawal for eligible online purchases.
The easiest way to exercise this right is by using our online withdrawal function: Withdraw Contract.
For customers outside the EU, we do not offer change-of-mind returns, unless required by applicable consumer law.
If an item arrives damaged, incorrect, or materially different from the description, please contact us at hello@thelinie.com within 48 hours of delivery where possible, including photographs of the item and packaging.
As many items are antique, vintage, or one-of-a-kind, we encourage reviewing the product description, measurements, condition notes, and images carefully before purchase.
Full terms are outlined on our Returns & Refunds page.
What if my item arrives damaged?
Please inspect your order upon delivery.
If your item arrives damaged, incorrect, or materially different from the description, please contact us at hello@thelinie.com within 48 hours of delivery where possible, including clear photographs of the item and packaging, so we can assess and resolve the issue.
Please keep the original packaging until the issue has been resolved, as it may be required for the shipping claim.
If a return is required, we will provide a return shipping label or arrange the return method with you.
Signs of age and use, including patina, surface wear, small marks, historic repairs, dents, or slight irregularities, are expected for antique and vintage objects and are not considered damage when they have been described or shown before purchase.
Are there items that cannot be returned?
Unless required by applicable consumer law, we do not accept returns for:
- Gift cards that have been used or partially used
- Custom or special-order items made to the customer’s specification
- Items returned outside the applicable return period or without a valid withdrawal or return request
For customers outside the EU, change-of-mind returns are not accepted.
Can I exchange an item?
As most items are one-of-a-kind, exchanges cannot be guaranteed.
If you wish to exchange an item, please return it according to our Return Policy and place a new order separately.
I have questions about an item — what should I do?
We encourage you to reach out before purchasing. We’re happy to answer questions about condition, size, material, or suitability for your space.
Contact us at hello@thelinie.com.