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Can I place my order by phone?
Yes! Please contact us by phone. We are available Monday thru Friday 9AM - 5PM Pacific (excluding Canadian statutory holidays).
Do I need a promotion code?
No, unless indicated otherwise on the homepage. Discount are usually reflected in the price or automatically applied at checkout.
I have just been sent a PayPal invoice, but I do not have a PayPal account. Is there another payment option I could use?
You do not need to create a PayPal account to use it. PayPal provides an option for one-time payments. It is one of the most secure payment gateway platforms we use, and it accepts all credit cards and Visa-Debit cards.
How does the Winks program work?
The QE '40 Winks' Club is a free loyalty program that allows members to earn points (Winks) which can later be redeemed as store credit. Every $1 earns you “80 Winks”; when you have earned ‘40,000 Winks’ (a total of $500 in purchases), you will receive a $10 Reward Certificate to use toward any one bedding purchase. Visit our page here for more information.
How do I add points from my online order to my Winks program?
Our Winks program is currently not linked to our website. So, to ensure that your points are added to your account, simply email us your order confirmation and we will add them to your account.
How can I use my gift card?
We are happy to apply your gift card to your online order. There are two ways that you may redeem it:
Complete your purchase online then forward your order confirmation number to firstname.lastname@example.org. Attach an image of the back of the gift card that shows the complete barcode to your email.
We will verify your gift card then issue you a refund the gift card amount within 1-3 business days.
Send us an email with a list of items you wish to purchase. Include your shipping address, phone number, and an image of the back of the gift card that shows the complete barcode.
We will verify your gift card and redeem the amount on it when we process your order.
Any outstanding amount you owe on your order will be emailed to you in an invoice. The invoice will contain a link for you to pay the outstanding balance with your credit card.
We will process your order after we receive a confirmation of your payment.
We are currently making changes to our website; in the near future gift cards will be much easier to use.
How long does it take to ship my order to a store?
Please visit this page for the latest updates on upcoming store closures that may delay the arrival of your package.
Do you ship to outside Canada and the U.S.?
Yes! For shipments to countries outside Canada and the U.S., please email us with a list of items that you wish to order, or call us toll free at 1-866-421-5520 (press ‘1’). We are available Monday thru Friday 9AM - 5PM Pacific (excluding Canadian statutory holidays).
How do I track my package?
Once your order ships, you will receive an email from one of our shipping partners, UPS or Canada Post. This email will have a link to the page where you may track your order.
For orders that are being shipped to a store, you will receive an email which will provide you with an estimated date of arrival. The store will contact you once they receive your order.
Please email us your order confirmation number if you have questions about your order. We will be sure to respond within one business day.
How can I cancel or change my order?
Please contact us immediately if you realize that you need to alter or cancel your order. Generally, after we receive your order, we will ship your order on the following day once they pass their security check
How would I know when to pick up my ship-to-store order?
Once your order is processed, you will receive an email from notifying you with an estimated arrival date at your selected store. The store will contact you once they have received your parcel. Please bring your photo ID and a copy of your order confirmation to retrieve your order.
I cannot go into the store to retrieve my ship-to-store package. Can I send someone else to get it for me?
Of course! Please contact us with the name of the person who will be visiting the store and we relay the information to the store. Please ask your replacement to bring a photo ID and a copy of your order confirmation to retrieve the order.
What is the price adjustment policy for online and in-store purchases?
For online purchases, price adjustments may be granted within 20 days of the original date of purchase. If you qualify for an adjustment, please provide us with your order confirmation by phone or email and we will examine your request.
For store purchases, you will need to contact the store directly within 15 days of your purchase with a copy of your receipt. A list of our store locations can be found here.
What do I do if the new merchandise I purchased has a defect?
For online purchases that arrived damaged, please send pictures of the defective merchandise and the order confirmation number to our email. Our customer service department will examine your product and contact you within one to two business days.
If the defective merchandise was purchased from a store, you will need to return to the store with the product and your receipt.
Damages resulting from improper care or incorrect washing practices cannot be refunded or returned. Please see our detailed return policy here if you have more questions.
Do you have any wrinkle-free sheets?
QE Home no longer carries wrinkle-free sheets. Harsh chemicals, such as formaldehyde, are commonly used to treat the sheets to make them wrinkle-free. These chemicals deteriorate quickly over time causing the sheets to begin wrinkling again.
Our company takes pride in using natural materials to make our luxurious TENCEL® blend and Bamboo-blend products. Sheets and duvet covers made from these fibers have been shown to wrinkle much less than 100% cotton. Please browse Care Recommendations for proper washing and drying instructions.
I just bought a set of luxury bed sheets. How should I wash it?
We recommend using vinegar in the first two washes to set the colour. Fill your machine with cold water before adding 1/3 - 1/2 cup of vinegar. You may use some mild detergent as well. Once the vinegar has been diluted in the water, you may add your linens. Please browse Care Recommendations for more information.
How do I take care of my down duvets?
You can increase the longevity of your down duvet by placing it in a duvet cover and airing out your duvet periodically. Please visit our Duvet FAQs page for comprehensive care instructions.
What is the difference between Quilts and Coverlets?
Our quilts are typically made of a breathable fabric, such as cotton or a cotton blend. They have a slightly thicker filling, and often feature special embellishments.
Coverlets have a thinner filling and are made of microfiber which tends to not breathe. We recommend using coverlets to embellish your bedroom or couch, and they are perfect for the warm sleepers who typically turn down their covers at night.
I want to know more about the MLILY® 2-Year Limited Pillow Warranty.
The MLILY® 2-Year limited Pillow Warranty only covers defects resulting from defective materials. In the rare instance that you will need to exchange your MLILY® pillow, and you meet all the criteria listed below, please bring your pillow and receipt into one of our stores. MLILY® pillows purchased online may only be exchanged in stores. You will be entitled to an exchange for a new Mlily pillow of the same style, a different MLILY® pillow, an in-store credit or a full refund.
The limited warranty covers you only if you fulfill the following conditions:
This Pillow Warranty covers the following defects:
This Pillow Warranty does not cover:
My MLILY® pillow has a smell. How do I get rid of the smell?
These pillows may initially have a slight odor because they have been packaged in protective plastic. Remove the plastic and allow the pillow to air out. The scent will dissipate fairly quickly.
The MLILY® are CertiPUR-US which means that they are:
I just bought a MLILY® pillow. How do I care for it?
Pillow cases are recommended to prolong the life of the MLILY® Pillow and eliminate the necessity of frequent washing. All MLILY® pillows are protected by an outer zippered cover. When needed, remove the cover and spot clean problem areas with mild soap then air it out to dry. Do not use chlorine bleach. For your memory foam pillow, you may spot clean and hand wash problem areas; do not machine wash or machine dry your MLILY® pillow foam. Use mild soap, to rinse targeted areas, and squeeze water out gently. Air-dry your foam pillow away from direct sunlight and heat.
I like your products: where can I leave a review?
You may leave a review on our Amazon store or on our official Facebook page. We value all feedback, and we are certain that other customers will find it useful to read your experiences.
I had an amazing experience at one of your store locations. Where can I leave a compliment?
We aim to ensure that every customer walks out of our stores happy. We appreciate feedback to ensure that our staff knows that they are being appreciated for their hard work, as well as to help us improve our training needs. Please visit our Facebook page to share your experience.
I want to work for your company. Where can I submit my resume?
You may send your resume to HR@QEHomeDecor.com with “Join the Team” in your subject line specifying the location(s) that you are interested in applying. Please visit to our Careers page for up-to-date information on opportunities to join our team!