FAQ

We've put together a few commonly asked questions here, but if you have any other queries, do feel free to contact us. You can also email us at support@lineae.co, find us on Instagram @lineae.co, and on Facebook @lineae.co. Follow us!

How long will it take for me to receive my order?

Depending on your location, it can take 5 - 7 business days for your goods to be received if your shipping address is in West Malaysia.

International shipping is subject to international postage services.

I have filled in the incorrect shipping address or details on my order.  How can I change it?

Please send us a message with your order number immediately and we will endeavour to update your order with the correct details.

Can I change my order once I have submitted it?

Unfortunately we are unable to accept order cancellations due to change of mind once your order has been submitted due to the integrated nature of our order-to-fulfilment process.

If you have ordered the wrong item, please let us know via the Contact form and we will do our best to see what we can do for you.

Can I get a refund or organise a return of my purchase?

Please let us know within 7 days of receiving your goods if an item is faulty, and we will provide a refund or replacement once the item is returned to us. Buyers will have to bear the cost of return shipping only.

Note that refunds are not applicable for change of mind purchases.    

Can I cancel a pre-order or get my deposit back?

There are no refunds or exchanges on items purchased via pre-order. Any deposit paid is non-refundable if a customer wishes to cancel their order. A credit note may be granted on a case-by-case basis.

How much does shipping cost?

Peninsula Malaysia: RM8 for goods up to RM99.

East Malaysia: From RM15 and above. Please refer to estimated rates on our Shipping & Returns page.

Rest of the world: Shipping will be calculated at checkout based on the weight of your package.

Do you accept wholesale orders for customised notebooks or corporate stationery?

Yes, we do and we would love to work with you to design something just for your company! Please contact us directly for more information and to discuss your needs. You may also email us at support@lineae.co. As a guide, a project for a customised product usually takes a minimum of 8-10 weeks from conception to delivery. 

Are you on any other retail platforms such as Shopee and Lazada?
No, we are not. We are an independent store and orders can only be made from our official website https://lineae.co.

Do you have a physical store or pop-ups/stockists? 

No, we do not have a physical store at the moment but it is part of our future plan. That said, by keeping retail sales online, we are able to keep costs lower and hence retail prices lower.

We are however currently stocked at the following locations, and may pop-up in markets or malls near you, so do subscribe to our newsletters to keep up with the latest updates!

Can you explain the cost of the products sold at Līneae?

Līneae sources products from all over the world, focusing on smaller artisanal studios and family owned businesses where items are manufactured locally in their country, and often finished by hand, if not completely hand made. Artworks are designed by the creator of these brands themselves, and they produce in small batches, making only a limited number of these notebooks and pens.

We are a huge supporter of ethical brands so you will also find sustainable products in our collections where everything from the materials used, to the method of productions are done in the most sustainable possible way. These products are of higher quality, designed to be sustainable, and have less impact on our planet.

Līneae's products are priced according to the Recommended Retail Price (RRP) as advised by our producers and artisans. Please note that this dollar figure may vary slightly depending on the foreign exchange rates on any day. 

If you have further questions about this, please feel free to contact us for more information.

Are products sold at Līneae eco-friendly? Are they made of recycled or environmentally friendly materials?

All paper goods sold at Līneae are made with FSC paper at the minimum - this means paper that is certified to come from a sustainable renewable source. Some are also made from recycled products such as plant waste (for paper) and recycled leather - these details are available in the product specifications for each item. We also stock products that are printed using vegetable inks or other eco-friendly alternatives.

We try as much as we can to bring in products that are made not only from eco-friendly materials, but also using environmentally friendly processes that leave a smaller footprint on the environment. This is one of the main reasons we choose to work with smaller studios that produce products in small batches and often by hand. These studios and small producers try to work locally within their communities as much as possible to reduce their impact on the environment and also to contribute back to their livelihoods. 

For examples, you can read more about some of the brands we represent here and here.

We are continuously working to further refine our product selection to ensure that the materials and processes used are as sustainable as possible. As a business, we try to use recycled, or compostable packaging and minimise packaging where possible.

Why do some of your products such as greeting cards, and notebooks not come with an external sleeve or packaging?

We, alongside with most of our lovely producers and brands have chosen to opt out of having external sleeves or plastic packaging for our products where possible. This is to reduce wastage from unnecessary packaging. Also, going naked is sexy when it comes to caring for or environment ;) However, rest assured that your order as a whole will still be packaged to ensure that your items arrive to you safely and in good condition. 

What sort of packaging do you use to send out orders? 

We try as much as possible to avoid using plastics and unrecyclable materials in our packaging by limiting use to recyclable, recycled, and compostable materials. Naturally, this costs us a little more but we think caring for our planet makes it worth it. Plus, every order you make is making use of 100% ocean bound plastic pollution! Click on the links above for more information about our amazing mailers from The Better Packaging Co.!

In an effort to reduce unnecessary waste and packaging, we are also up-cycling and reusing packaging materials to pack your orders where possible. This includes carton boxes, tissue wrap, and packaging fillers. Hence, you may receive packaging materials that may not bear our brand name but that is ok as we take upcycling seriously and believe strongly in reducing wastage.

In turn, we encourage you to up-cycle, re-use, compost and recycle your packaging where possible as well. You may notice that some of our cards and notebooks do not come with protective sleeves or packaging to reduce on unnecessary packaging. We also endeavour to use compostable or recyclable mailers where suitable to have a smaller impact on the environment. We believe that every effort, no matter how small, plays a part in caring for our planet.