Customer Service | SFERRA Fine Linens
For holiday shipping guidelines, please see below under Holiday Shipping.
*Please note: Our offices are closed at 3pm EST every Friday between Memorial Day and Labor Day.
SHIPPING & PROCESSING
Most in-stock items ship within 1 business day, however some orders may take up to 3 business days to process. Please note that we do not ship on Saturdays, Sundays, or the following holidays:
New Year’s Day (January 1st)
Memorial Day (last Monday in May)
Independence Day (July 4th)
Labor Day (1st Monday in September)
Thanksgiving Day (3rd Thursday in November)
Black Friday (3rd Friday in November)
Christmas Day (December 25th)
Note: Orders of $2,000 and above will require a signature upon delivery.
For U.S. domestic delivery by December 25, 2017, orders must be placed by 11:59PM ET on Wednesday, December 20th with UPS Next Day selected or by 11:59 ET on Thursday, December 21st with UPS Saturday delivery selected during checkout. Delivery is subject to product availability. If your order includes items that are not available for immediate shipment, we will contact you via email or telephone. Delivery times for all shipping methods during the holidays are subject to the UPS holiday schedule.
Orders placed after 12pm ET will be processed the following business day. All shipments are via United Parcel service, and our standard method of shipping within the continental United States is UPS Ground. You may choose to upgrade your shipping service during checkout, for an additional charge.
We currently offer the following flat-rate shipping options within the contiguous United States: Standard ($7.50; delivered within 8 business days), Expedited ($25; delivered within 3 to 5 business days), Next Day ($75; delivered the following business day when placed prior to 12pm ET), and Saturday Delivery ($100; delivered the immediate Saturday when ordered prior to 12pm ET Friday).
Note for expedited orders: we work to process any expedited orders as quickly as possible and will ship via the selected expedited method. Delivery times for all shipping methods during holidays are subject to the UPS holiday schedule; we recommend that you check schedules posted at ups.com prior to placing your order to confirm delivery cutoff dates.”
Delivery to Alaska and Hawaii is available via Ground for a flat fee of $15, and general delivery time of 8 – 15 business days.
We currently ship to the international destinations listed below; if your desired country is not listed here please contact us at email@example.com directly. Please note that the customer is responsible for paying all import duties and tariffs to the carrier upon delivery. For packages that are refused upon delivery or returned back to SFERRA, the customer will be responsible for all applicable duties and tariffs to import the items back to the SFERRA returns center, and the difference in shipping fee charged to the customer and the actual shipping costs paid to the carrier to and from the United States. These costs will be deducted from the customer return.
8-12 Business Days
Australia, Austria, France, Germany, Italy, Kuwait, Monoco, Netherlands, Norway, Qatar, Saudi Arabia, Sweden, Switzerland, United Arab Emirates, United Kingdom
10-15 Business Days
Barbados, Bermuda, Finland, Hong Kong, Hungary, India, Indonesia, Japan, Malaysia, South Korea, Philippines, Spain
10-15 Business Days
Brazil, Portugal, South Africa
10-15 Business Days
Post Office Delivery
At this time, we do not deliver to PO/UPS Boxes, or APO/FPO/DPO.
SFERRA products available for purchase online are subject to availability. While we strive to display the most up-to-date product inventory, on occasion ordered items may be out-of-stock or backordered. If your order includes items that are not available for immediate shipment, we will contact you within 3 business days; you may elect to partially ship or cancel backordered items. You will not be charged for backordered items until they ship. Please note, however, that you may see a preauthorization on your selected method of payment prior to shipment; this charge will not post to your account until your order has been shipped.
On special occasion, promotional offers may be advertised via email, social media, through partnerships, on our website, or in other communications. Each offer is subject to change and is valid only on SFERRA.com. Offers cannot be applied to previous purchases and are not valid on phone orders or at any SFERRA retail partner store; nor can promotional offers be redeemed for cash. Contact our Customer Service team with any questions on promotional offers or their terms.
We take pride in our long-standing tradition of quality and well-made linens for the home. If you are not completely satisfied with any item purchased from SFERRA.com, we will gladly issue a refund. Please note the following provisions:
- Item(s) must be returned within 30 days of receipt.
- Item(s) must be in their original packaging and condition, with labels attached. Laundered items cannot be returned.
- Item(s) must have been purchased through SFERRA.com; purchases from retail partners cannot be returned to our online store.
- Custom items—including items with a monogram—are ineligible for exchange or refund, unless there is a manufacturer’s defect or error.
- Returns are refunded to the original method of payment.
- Exchanges cannot be made. We invite you to return any unwanted item(s) and make a new purchase.
- All sales become final after 30 days from receipt of shipment.
- Shipping fees, sales tax, import duties and tariffs are non-refundable and will be deducted from the customer return.
A Return Number must be obtained in order to return any item(s) purchased through our website. You can obtain a Return Number by signing into your SFERRA.com account. Once logged in, click on “Orders” and select the item(s) that you wish to return. Your return request will then be submitted to our customer service team. Alternately, if you do not have a SFERRA account you can process your return here. Please allow 1 – 2 business days for review of your return request.
Once your return request has been approved, you will receive an automated email which will contain the necessary Return Number and instructions on how to return your item(s). Please be sure to write the Return Number clearly and legibly on the outside of the box. In a separate email you will receive instructions on how to print your pre-paid UPS shipping label.
If you have received an item as a gift or did not create a SFERRA.com account, please contact us at firstname.lastname@example.org.
Most orders placed prior to 12pm ET Monday – Friday are processed and shipped the same day. Therefore, once your order is submitted there is a limited window of time during which an order may be cancelled. Please note: no changes can be made once an order has been submitted. If we are contacted prior to an order being packed and/or shipped, we may cancel the order and you may submit a new one. If you wish to cancel an order, email email@example.com or call 877-336-2003, 9am to 5pm ET Monday – Friday.
Most returns are processed within 7 - 10 business days upon receipt of your package. Please allow additional time to process returned items reported as defective/in need of inspection. You will receive an automated email notifying you of your refund once processed. Eligible returns will be refunded for the full value of the returned merchandise to the original method of payment. Shipping costs will be refunded only if the return is a manufacturer error or a shipping error on our part. Credits to your account may take 3 – 5 business days to appear on your statement once the return has been processed.
PRICING, PAYMENT, AND SALES TAX
Prices displayed on the SFERRA.com site are quoted in U.S. dollars. SFERRA accepts the following terms of payment for online purchases: all major credit cards and SFERRA gift cards. At this time, we cannot accept payment by check or COD.
Your selected method of payment will be charged only upon shipment. You may see a preauthorization as a pending charge upon submitting an order, but rest assured that you will not be charged until your item(s) has shipped.
We are required to collect local sales tax in states where SFERRA maintains a physical presence. Sales tax is added on all merchandise shipping to the following destinations:
Arizona, California, Connecticut, Florida, Georgia, Illinois, Kentucky, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Virginia, Washington, D.C.
All merchandise purchased with a SFERRA.com gift card is subject to our standard return policy. A new gift card will be issued—less shipping fees—in the event merchandise purchased with a gift card is returned.
Gift cards are non-returnable and cannot be redeemed for cash.
Can I place a custom order?
Custom sizes are available for select bedding and table linens. Please contact our Customer Service team to learn more about custom orders: 877-336-2003 or firstname.lastname@example.org.
How do I care for my linens?
Be sure to follow the instructions found on the care label sewn onto your SFERRA linens. For all machine-washable fine linens, use only a mild liquid detergent free of added bleach, optical brighteners, whiteners, or fabric softeners as these additives can weaken the fibers. For detailed care instructions, read our care guide.
How long should my bed sheets last?
With proper care, fine bed linens can last for many years. In order to assure the long life of your bed linens, it is best to alternate the use of each set on a weekly basis. Three sets of sheets for each bed is a good guideline to follow: one on the bed, one in the wash, one in the closet. Always follow the instructions on the care label, but for detailed care tips please visit our Care Guide. Keep in mind that over-drying or drying on too hot a setting is the single biggest factor in reducing the life of your sheets.
How can I be sure my sheets won’t shrink, and will continue to fit my bed after laundering?
All cotton will shrink to some extent, but we anticipate this by cutting our items larger to allow for shrinkage. Many of our linens are woven on extra-wide looms, which allows us to create wider sheets and deeper fitted sheets.
Do I need to iron my cotton sheets?
Many people do not iron their sheets, preferring the comfort of cotton and not minding its slightly wrinkled natural state. To help your sheets to look as crisp as possible, be sure to not over-dry them. Wash them in warm water with a cool rinse, dry them on a low setting, and remove them from the dryer promptly while they are still slightly damp, then hang or fold to smooth. Minimal touching up with an iron—on the cuff or return, for example—will give a crisper appearance, especially to embroidered sheets (be sure to iron on embroidery on the reverse side). Of course, for the most elegant appearance, some people do prefer to have their sheets ironed.
Why do some sheets lose their sheen after laundering?
Sateen sheets, after their first washing, will lose some of their shine and silkiness due to the construction of sateen weaves. Ironing will smooth the fibers and restore the sheen of the fabric.
I stayed at a hotel with SFERRA linens and would like to purchase, how may I purchase for my home?
We create linens especially for our partner hotel properties. Our Grande Hotel percale and Fiona sateen collections are available on our website and offer a similar sleep experience to that of our fine hotel partners. If you have additional inquiries about the linens you’ve experienced in a hotel property, please contact our Customer Service team: 877-336-2003 or email@example.com.
Do your fitted sheets accommodate deep mattresses?
Our bottom fitted sheets have 17” pockets to accommodate luxuriously thick mattresses, even when topped with mattress pads or other cushioning. For thinner mattresses, you can simply tuck the excess fabric under your mattress, or contact Customer Service to place a custom-size order.
Do you offer trade discounts for interior designers?
If you are interested in establishing a wholesale account with us, please email us with your business name and address and a member of our sales team will contact you.
How do I identify the style name for my linens?
Often our customers look to reorder their beloved sheets many years after their first purchase, and do not recall the collection name. Recently we have begun adding the style name to the labels of our best-selling basics, but if your linens are older than 2015, the label does not have any identifying numbers or codes (RN17415 is our Registered Number, found on all SFERRA products, and does not indicate a style). Please contact us at firstname.lastname@example.org with any descriptive features and our Customer Service team will do their best to identify the item and/or recommend a comparable product from our current line.
What is a percale or sateen?
When buying sheeting, the most important factor is how it feels to you, and a fabric’s weave is a strong indicator of feel. When aiding customers in their search for the perfect sheet, our first question is always “are you a percale fan, or sateen”? The dichotomy in these most popular sheeting weaves creates two camps of sleepers.
Percale lovers are drawn to the cool crispness that the tight percale weave offers: at once smooth, soft, and with a bit of a ‘snap’ as you draw the sheets up, with a matte hand that is livable and unfussy. For the technically curious, this is created by weaving one weft yarn over a warp yarn, then under the next warp yarn, and continuing in the one-over one-under pattern.
Sateen lovers luxuriate in the silk-like hand and celebrate its lustrous sheen. The ultra-smooth and almost slippery feel is a sensory experience that goes hand-in-hand with its more formal and glossy appearance. A sateen weave differs from percale in that the weft yarn may pass over two or more warp yarns, before weaving under, thus creating the smooth sheen.
Understanding the fabrication will help you discover the ideal SFERRA sheet for your ideal sleep experience.
Can I request a swatch before ordering?
For most of our fabrics we are able to supply a small swatch cutting upon request. Please contact us at email@example.com with your request and address, and we will try to accommodate you.