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Frequently Asked Questions
Got a burning question about linen care or about our products that you want answered? Browse our frequently asked questions section to find the answers to the most common problems and questions our customers have. If you have a question that hasn’t been answered here you can contact us through one of the methods found on our contact page and we’ll do our best to help. For more detailed guides you could always check out our blog.
General Questions
- Can I buy from you if I don't own a business?
- What does delivery cost and how long does it take?
- How do I report a damaged item?
- How do I return an item?
- Do you deliver to the USA?
- Do you sell antimicrobial bedding?
- My Visionaires Members Club reward points don’t seem to have been applied. What can I do?
- My discount code isn’t working, what can I do?
- Hokodo Payment Frequently Asked Questions
Product Technical Questions
- What does thread count mean?
- What is the difference between bag style and envelope style duvet covers?
- What is meant by percale?
- What is satin?
- What is sateen?
- What does 'jacquard' mean?
- What does 'dobby' mean?
- What is carded cotton?
- What is combed cotton?
- What is Egyptian cotton?
- What is yarn count?
- What does 'pilling' mean?
- What are the benefits of cotton bed linen?
- What are the benefits of polycotton bed linen?
- Why should you wash towels before use?
- What does GSM mean?
- Which GSM should I buy?
- What are the benefits of cotton table linen?
- What are the benefits of 100% polyester table linen?
- What is meant by mercerised cotton?
- How are your cotton products made?
- How do I wash the linen I've bought from you?
- What do the coloured tabs mean on some bed linen?
General Questions
Can I buy from you if I don’t own a business?
Yes! Vision made its name primarily as a seller of linen to the hospitality industry, which is why we offer lots of products in pack quantities and prices with both excluding and including vat. However, we sell to anyone who wishes to buy from us, including the general public. What’s more, the Visionaires Members Club is available to anyone who creates a free account with us (click here to learn more about that). It’s the best way to get tried and tested hotel quality linen in your home, linen that is trusted by thousands of hotels and other hospitality establishments worldwide.
We also have a dedicated home linens website over at westpointhome.co.uk.
What does delivery cost and how long does it take?
Delivery times and cost are totally dependent on where you live. You can find the full details by visiting our dedicated delivery page.
How do I report a damaged item?
In the rare event that you receive a damaged item, please head to our dedicated delivery and returns page to find out what you need to do to notify us of the issue.
How do I return an item?
If you wish to cancel or return an order, please head to our dedicated delivery and returns page to find out what you need to do to notify us.
Do you deliver to the USA?
Unfortunately, we don't currently deliver to the USA. If you're currently located outside the UK then you can find a full list of the International countries we deliver to by visiting our our dedicated delivery information page.
Do you sell antimicrobial bedding?
Yes! Our More Than Clean range is treated with Micro-Fresh® antibacterial protection. This is an innovative formula that inhibits the growth of and spread of bacteria, offering protection against harmful pathogens. Click here to view our More Than Clean range for more information.
My Visionaires Members Club reward points don’t seem to have been applied. What can I do?
Please first check that you are logged into your account before you go to place your order (you can log in by clicking here). If you have just created your account then you may need to confirm your registration, which you can do by clicking the link in the email we sent you (check your spam inbox if you can’t see it, but if you need any help then please let us know).
For more information on our members account, please click here. If you are still having issues then please get in touch with us.
My discount code isn’t working, what can I do?
Please first check that the discount code you are trying to use hasn’t expired. Many of our discount codes are only available for a limited time and the expiry date will be shown in the information that’s supplied with the discount code, such as in one of our marketing emails. Some discount codes can also only be used in certain cases, such as only applicable to a certain product or a minimum order value. Again, these details will be supplied with the discount code in question.
If you believe that the discount code is still valid and it still isn’t working then please get in touch with us and we’ll look into it for you.
Product Technical Questions
What does thread count mean?
This is the combined number of warp (lengthways) and weft (width ways) threads per square inch of fabric.
What is the difference between bag style and envelope style duvet covers?
Bag style: This is the traditional style of hotel duvet cover that incorporates an open end that can be tucked under the mattress, making it easier to change than other varieties.
Envelope style: Envelope style duvet covers feature an internal flap which closes the duvet inside and holds it in place.
Shoulders style: Also known as tack style, this is a variation on the open bag style. Usually shorter than the traditional bag, because instead of having an open end that is tucked under the mattress, the corners of the bag feature stitched shoulders to hold the duvet in place.
For a more detailed guide to different types of duvet covers you should read our article on the topic.
What is meant by percale?
A closely woven plain weave fabric with a thread count of 200 and above (some would argue 180 and above).
What is satin?
A weave construction where the warp (lengthways) yarn floats over 3 to 5 (commonly 4) weft yarns to give a smooth lustrous finish.
What is sateen?
A weave construction where the weft (width ways) yarn floats over 3 to 5 (commonly 4) warp yarns to give a satin type finish.
What does 'jacquard' mean?
The loom used to produce fabrics with more intricate woven designs such as florals etc.
What does 'dobby' mean?
The loom used to weave plain fabric, or the more simple geometric designs (stripes, squares).
What is carded cotton?
Carding is a mechanical process whereby a web of fibres is untangled and aligned by a series of metal teeth rotating at high speed. This process also removes short fibres and any remaining waste material and readies the fibres for the yarn spinning process.
What is combed cotton?
This is a process which can be done in addition to carding to improve the quality of the yarn. The fibres are further aligned and short fibres plus any remaining impurities are removed by passing through finer combs. This process gives a more even, smooth, clean and stronger yarn. Fabrics made from combed cotton will be more expensive due to this additional process.
What is Egyptian cotton?
Egyptian cotton has a longer fibre staple length due to the favourable growing conditions in the Nile Delta. This will give a stronger, smoother yarn. For a more detailed explanation, read our 'Egyptian cotton explained' article.
What is yarn count?
This is the method used to describe the density (thickness) of the yarn and is traditionally given in “cotton count” e.g. 16’s, 30’s, 40’s. In this system the lower the count, the thicker the yarn, so a 16’s yarn will be thicker than a 40’s yarn. The higher counts e.g. 40’s, 60’s will be used in bed linen and the lower counts in table linen. The metric system used to measure yarn density is the “tex” system which works in the opposite way whereby the higher the tex value the thicker the yarn.
What does 'pilling' mean?
Pilling (often described as bobbling) occurs when fibres break free from the fabric as a result of abrasion. These loose fibres form an entangled ball which is loosely attached to the fabric surface giving a rough and worn appearance. It can be tricky to avoid, but you can take some preventive measures by following the tips in our 'how to avoid bobbling or pilling on your bed linen' article.
What are the benefits of cotton bed linen?
100% cotton bed linen provides greater comfort due to its naturally absorbent properties which will absorb moisture from the body during sleep. If you're struggling to understand the different types of cotton, we break it down for you in our 'a breakdown of different types of cotton' article.
What are the benefits of polycotton bed linen?
Polycotton combines the absorbent properties of 100% cotton with the easy care and faster drying characteristics of polyester.
Why should you wash towels before use?
During manufacture, a lubricant is applied to the yarn used to form the terry loops, which assists the insertion of the terry loop weft during weaving. This lubricant gives the yarn a slippery surface, which means the loops are very easy to pull. A pre-washing process is essential both to remove this lubricant and to allow the ground weave of the towel to shrink in, which tightens the fabric and holds the loops in place. Around 3 times the usual quantity of detergent is required in the pre-wash to ensure all lubricant is removed.
For more information on the best way to keep towels in prime condition, read our towel washing guide.
What does GSM mean?
The standard measurement for a weight of fabrics is grammes per square metre (GSM). This is also used to indicate the quality of a towel. The higher GSM, the better the quality.
Which GSM should I buy?
The softness and absorbency of a towel will be greater with increasing GSM, therefore the higher the GSM, the more luxurious the towel. A towel that weighs less than 400gsm will feel thin and this should be the minimum weight for hand/guest towels. Luxury towels fall in the region of 500 – 650gsm and higher in some cases.
What are the benefits of cotton table linen?
Cotton table linen is more absorbent which is often more desirable for napkins in particular; and can be finished to a crisp sheen giving a luxurious drape.
What are the benefits of 100% polyester table linen?
100% polyester table linen has a higher strength and lasts longer than cotton. Shrinkage is minimal. It also has increased stain release properties and has a faster drying time than 100% cotton. This is desirable from a laundry production perspective as production costs are reduced. Polyester constructions have been developed to give a softer, absorbent more cotton like feel.
What is meant by mercerised cotton?
Mercerising is a process by which cotton fibres by are swelled with treatment in concentrated sodium hydroxide. This gives the fibres a circular cross section which increases the lustre, improves shrinkage, strengthens the fabric and increases colour retention.
How are your cotton products made?
The process of making our cotton products is quite extensive, but if you're interested in finding out about all the steps that our products go through from the cotton fields to your hands then start with part one in the series of our 'ultimate guide to cotton fabric manufacturing'.
How do I wash the linen I've bought from you?
Different materials require different washing methods and temperatures. If you need specific instructions for each product, we offer these on the page for that particular product. Just look under the 'care instructions' tab that you can find under each product image. If the instructions are missing or you require further help, please don't hesitate to get in touch and we'll help you keep your purchases in tip-top condition. Don't forget that you can also read our hints & tips blog for a multitude of care guides, including our extensive 'laundry advice' guide.
What do the coloured tabs mean on some bed linen?
The coloured tabs you can find on some of our bed linen are there to help you identify what size it is. For example, if you are a busy housekeeper in a hotel and have a pile of duvet covers of different sizes, it's quicker to identify each size by just checking the colour of the tab located on each duvet cover.
The colours relate to the following sizes:
- Single size - blue
- Double size - red
- King size - gold
- Super king size - green