Frequently Asked Questions


WEBSITE QUESTIONS

There are a varied number of ways that you can contact someone at Jan de Luz Linens…

For immediate questions and responses, please use the Live Chat:

Click on the Live Chat tab at the bottom of any page and you will be connected to a living breathing person. From there, you can ask them a quick question about where something is or inquire about our product selection and its customization… basically, think of it as immediately getting the attention of a Jan de Luz employee as if you were at the store location.

For not-so-immediate questions and responses, like custom orders or custom embroidery, please use Email:

Click on the badge in the upper right hand corner of the page, that says “Ask Brigitte”, and a pop up will appear. From there, you can enter your name and contact information, as well as note what kind of inquiry it is, and enter your request in the text field. You should receive a response by the following business day.

Brigitte is the proprietor and operator of the Jan de Luz Linens store in downtown Carmel by the Sea, California. Everything selected and presented in this website is something she has personally shopped and hand picked for her store. It is her taste and LookBook fashion and style that her customers have grown to appreciate and depend upon. Elegant and sophisticated, Brigitte is sure to help you with whatever problem you might run into with her products.

For example, in the embroidery section, when you are selecting thread colors for your monogram, and have found a monogram that allows for 2 thread colors… you might become confused about what secondary thread color might look complimentary to the primary thread color you choose. At the end of the secondary thread colors options, you can choose the square “Ask Brigitte”, and she will select a complimentary thread color based on the product, the embroidery design, and her 20+ years of service in the realm of aesthetic embroidery and artistic appeal.

But this is not the only example of when Brigitte might know the answer. If you have a question about whether this or that can be embroidered, whether your wedding invitation fonts can be copied onto your wedding guest dinner placement napkins, or anything that comes along, concerning French style and or French linens, Brigitte is sure to have the answer.

No. You can go through shipping as a “guest”.


JAN DE LUZ ANTIQUES v. JAN DE LUZ LINENS

ALL SALES ARE FINAL. Store credit will be given within the first 72 hours of purchase ONLY.

Any purchase returned, must be in the same condition as when it was received. Under no circumstance will a reimbursement be given on a purchase. A 20% restocking fee is also applicable to returned antique items.

Please note that we WILL NOT BE RESPONSIBLE FOR TRANSPORT of antique items. All items must be moved out of the store within 15 days of purchase, else a storage fee will commence.

No. Although if you call one and meant to call the other, the receptionist/front desk will give you the correct number with a smile on their face, you cannot submit linen orders through the Carmel Valley location, nor antique orders with the Carmel by the Sea location. However, if you are purchasing one of the antiques within the store in Carmel by the Sea, Brigitte will mediate the order.


ORDERING ONLINE

Our Privacy Policy is located at the bottom footer of the website.

Or you can view it here.

All major credit cards.


Credit-Card-Logos-1

Yes, your debit/credit card will be charged when the order is placed.

We do not store any credit card information, but you can store your credit card information to your account for future use.

YOU WILL NEED TO CALL THE STORE in the next 24 hours after placing your order to cancel or change your order.

We’re sorry if this unfortunate event occurs, but just call or email the store explaining the situation and we will send you a return label.
Visit the Contact page for phone numbers or send us an email.

No merchandise can be returned without this return label; please do not just ship the item(s) back and wait for a response.

Unfortunately at the moment, we do not offer gift wrapping. But each product is wrapped in tissue.

No. If you mark that you are sending your order as a gift, only a packing slip will be shipped with the items.

Mais oui, of course we ship to P.O. Boxes, as well as residential or business.

SHIPPING

When you place an order without embroidery, it is shipped out within 2-3 days (automatically defaulting to ground shipping, 7-10 business days). Please see our Shipping Policy for a more in-depth review.

If you have an embroidered item, it should ship from the store in 6 – 8 days. If you would like to expedite your order, you can also choose from 1 day shipping and 2 day shipping in the shopping cart. For any extenuating circumstances, please either :

1) use the Live Chat to coordinate and see if your urgent order can be completed in time or
2) click on the badge in the upper right hand corner and “Ask Brigitte”

The reason why this may seem like such a long time, is because embroidery is not only Brigitte’s focus but main talent. She and/or her staff will check over every thread of embroidery work to make sure that you receive defined and high quality thread work on your purchased items. Each design is manually checked, entered, and then managed from start to completion. Please check out our article on how this antique thread artwork happens to learn about the history, technical terms, and versatility of thread weaving. Please allow for variance depending on the embroidery design that is being done or the quantity in the order.

Our fees are the same whether local or international.

STORE POLICIES AND RETURNS

ALL SALES ARE FINAL. Store credit will be given within the first 72 hours of purchase ONLY.


Please view our Return Policy for more information.

CUSTOM ORDERS

A custom order is something requested from the client to be made especially and specifically for them. This can include: one of our Emilia Collection tablecloths or anything that is embroidered.

Yes, you can send links and pictures with your custom order submissions. Go to this page and send us an email. From there, fill out the contact email form and attach any supporting pictures or information regarding your special order. Someone will respond back to you within a business day.

Yes, you can send links and pictures with your custom order submissions. Go to this page and send us an email. From there, fill out the contact email form and attach any supporting pictures or information regarding your special order. Someone will respond back to you within a business day.

Yes, there is a cost. Someone will manually digitize your design into an embroidery design. Upon doing so, we will send you a estimation by email and wait for your approval before moving forward.

You are the only owner of that digitized embroidery file.

Design charges will be applied only once. The set up fee is for the digitization process (which only happens once), and then each design will be charged as it’s regular embroidery charge.

Yes. We will send a digitized proof of the custom design before we move forward with the order.

It takes 48 hours for either a logo or personal design to be “digitized”.

We’re sorry if this unfortunate event occurs, but just call or email the store explaining the situation and we will send you a return label. No merchandise can be returned without this return label; please do not just ship the item(s) back and wait for a response.

MISCELLANEOUS QUESTIONS

Yes. As of right now we are still working on our mailing list and are trying to make sure we keep our customers update without bogging their inbox with notifications. Please bear with us during this learning process. We will let you know once we have created a mailing list.

Each item is scaled differently and sizing information will be provided on the product page, under the Specifications tab.

Yes. This counts as custom embroidery for a custom order. You would fill out the form and email us with the information, to which someone will respond to you within a business day with corresponding prices and times. BE SURE TO ATTACH A PICTURE OF THE LOGO WITH YOUR ORDER SUBMISSION.

Please call or email us to contact a store representative who can work with you. They will offer more detailed information depending on group size and order details.