Who is Moe Linen?

Moe Linen is a Māori-owned, whānau-run bedding and homeware brand based in Tauranga Moana.

We make pure linen throws and bedding inspired by our Māori heritage.  Beautiful linen, cultural design, something a little bit special.

We are still a growing small business who believe in being transparent about where we are, what we know and where we can do better.

What does “Moe” mean?

In te reo Māori, moe can mean to sleep, close (the eyes), dream, asleep.

It’s what we want our pieces to bring into your home - a beautiful, comfortable rest.

Is Moe Linen Māori-owned?

Āe. 100%. Moe Linen is proudly Māori-owned and whānau-run.

Our designs are created from within our own cultural identity and whakapapa. Our Māori inspired designs are more than an aesthetic layer to us, it’s a core part of who we are.

Are your designs traditional Māori patterns?

Our products are inspired by Māori design, concepts, narratives and forms. Each design has its own story, which you will find on the relevant product page.

Some designs may reference recognised Māori forms or patterns, while others are contemporary interpretations developed specifically for Moe Linen.

We aim to communicate the meaning behind each piece clearly and respectfully.

Can non-Māori purchase and use Moe Linen products?

Absolutely.

Our pieces are made to be loved and welcomed into all kinds of homes. You do not need to be Māori to appreciate or own a Moe Linen design.

We simply ask that the story and cultural meaning of the piece are treated with the same respect with which they were created.

Are your products made from pure linen?

Our linen products are made with certified European Flax™ linen unless otherwise stated on the individual product page.

Some products, such as lined throws, may also contain cotton backing, lining, batting, filling, stitching or other components. We list the complete composition of each piece on its product page, so you know exactly what you are bringing home.

Is your linen certified?

Yes. Our flax is European Flax™ certified.  The industry gold standard for traceable, low-impact linen. It means the flax was grown in Western Europe without irrigation, GMO seed or defoliants, then spun and traded under audited, verified conditions.

What is linen made from?

Linen is a natural textile made from fibres taken from the flax plant.

It is known for its strength, breathability, texture and relaxed appearance. Unlike synthetic fabrics, linen does not need to look perfectly smooth to look beautiful. The folds, movement and texture are part of its charm.

Is flax linen the same as harakeke?

No - good question though.

Our linen is woven from Linum usitatissimum, the European flax plant. Harakeke is a different plant, native to Aotearoa and central to Māori weaving traditions. Both get called "flax" in English, but they're not the same fibre.

Why choose linen?

We love linen because it is:

• breathable and comfortable through the seasons

• naturally textured

• strong and durable when cared for properly

• made from a plant-based fibre

• softer and more relaxed with use

• very good at making a bed or sofa look intentionally beautiful without trying too hard.  Think “the good stuff” you’re actually allowed to use every day

Is linen suitable year-round?

Yes. Linen is breathable and helps air move through the fabric, making it comfortable in warmer weather while also layering beautifully during cooler months.

The weight, filling and construction of a piece will affect its warmth, so please check the description of the individual product when choosing for a particular season.

Is your linen pre-washed?

Yes.  But please check the individual product page for details about the finish of each collection.

Where a piece has been pre-washed or softened during production, it will arrive with a relaxed feel and lived-in texture. It will generally continue to soften with washing and use.

Will my linen soften over time?

Yes. Linen naturally becomes softer and more relaxed with washing and use.

A new piece may initially feel more structured or textured than conventional cotton bedding. That is normal. Linen settles into itself over time.

Does linen wrinkle?

Yes.  If it doesn’t, it’s not linen.

Natural creasing is part of linen’s beauty and character. It gives the fabric its relaxed, lived-in appearance.

You can iron or steam your linen if you prefer a smoother finish, but you are under no obligation to fight every wrinkle. Life is too short.

Does linen pill?

Linen is generally less prone to pilling than many synthetic fabrics, but some surface fuzz, loose fibres or lint can appear when a product is new.

This should reduce with use and washing. Friction from rough surfaces, pets, sharp jewellery or repeated rubbing may contribute to wear over time.

Will linen shrink?

A small amount of movement or shrinkage can occur with natural fibres, particularly when exposed to high heat.

Always follow the care label attached to your product. Avoid very hot washing and excessive dryer heat unless the product instructions specifically allow it.

Why is pure linen more expensive than synthetic or mass-produced bedding?

Producing quality linen involves growing, harvesting, processing, spinning and weaving flax fibre. The fibre can be more labour-intensive to work with than many conventional or synthetic materials.

Our pricing also reflects the design process, smaller production quantities, materials, construction and the skilled people involved in making each piece.

You are not paying for fast, disposable homeware. You are investing in something intended to be used, cared for and kept.

Are Moe Linen products handmade?

Our products are professionally produced with a combination of skilled handwork and machinery.

Where a piece is described as handmade, hand-finished, hand-quilted, artisan-made or hand-stitched, this means that part of its production has been completed by people using hands-on textile skills rather than being produced entirely by automated machinery.

What does “artisan-made” mean?

Artisan-made means a product has been created or finished with meaningful involvement from skilled makers.

This can include cutting, aligning patterns, sewing, quilting, checking, washing, trimming or finishing by hand. It does not necessarily mean that every single stage is completed without machinery.

The important difference is that people - not just automated production lines - play a central role in creating and finishing the piece.

Will every piece look exactly the same?

No.

Natural fibres and hands-on production can create small variations between individual pieces. These may include:

• slight differences in weave or texture

• subtle colour variation

• small changes in stitch length or quilting

• minor variation in measurements

• natural slubs, knots or thicker sections in the linen yarn

• slight differences in pattern placement

These characteristics are part of working with natural textiles and artisan production. They help make each piece individual and are not generally considered faults.

What is a linen slub?

A slub is a slightly thicker section of yarn that may appear as a small raised line, knot or irregularity in the weave.

Slubs are a normal characteristic of linen and occur because flax is a natural fibre. They are not holes or manufacturing defects.

My stitching is not perfectly uniform. Is that a fault?

Small variations may occur in artisan-made, quilted or hand-finished products and are part of the way the piece has been made.

Stitching that is uneven but secure is usually a natural production characteristic. Broken seams, open stitching, significant missed sections or construction that affects the product’s use may indicate a fault.

Send us clear photographs if you are unsure. We would much rather take a proper look than leave you wondering.

My item looks slightly different from the website photographs. Is that normal?

It can be.  Natural materials, production batches, lighting, photography and screen settings can all affect how colour and texture appear. Artisan-made products may also have subtle differences from one piece to another.

We do our best to photograph products accurately, but we cannot guarantee that every screen will display an exact colour match.

Will the colour look exactly the same in person?

We work hard to represent each colour as accurately as possible. However, colours can appear different depending on your screen, brightness settings, lighting and surrounding décor.

Natural linen may also reflect light differently throughout the day, so a colour can feel warmer, cooler, lighter or deeper depending on where it is placed.

Can colours vary between production batches?

Yes. Small colour differences can occur between separate dye lots or production runs.

When purchasing matching pieces, we recommend ordering them together where possible. We cannot guarantee that an item purchased from a later release will be an exact colour match to an earlier batch.

Will dark or rich colours fade?

All coloured natural fibres can be affected by prolonged exposure to strong sunlight.

To help preserve the colour of your linen, avoid leaving it in direct sunlight for extended periods and line-dry it in the shade where possible.

Fading caused by sunlight, washing products or incorrect care is considered normal wear rather than a manufacturing fault.

Are your product measurements exact?

The dimensions listed on each product page are a guide.

Because linen is a natural fabric and some pieces involve hands-on cutting, washing, quilting or finishing, minor measurement variations may occur.

Please allow a reasonable production tolerance of a 3-5 cms.

How do I choose the right size?

Please check the measurements on the individual product page rather than relying only on labels such as Queen or King.

Mattress depths, bed frames and personal drape preferences vary. Measuring your bed or sofa before ordering is the most reliable way to understand how the piece will sit in your home.

Are your bedding sizes based on New Zealand measurements?

Our bedding is designed with New Zealand bed sizing in mind unless otherwise stated.

Always check the product’s exact dimensions, particularly if you have an extra-deep mattress, use a thick topper or are ordering from outside New Zealand.

Are pillowcases or other pieces included?

Only the items specifically listed under “What’s included” on the product page are included in your purchase.

Styled photographs may show additional bedding, cushions, furniture or accessories for inspiration. Those pieces are not included unless clearly stated.

No mystery pillowcases hiding in the parcel, sorry.

Do you offer fabric samples?

No.  We are not currently able to offer fabric samples. We photograph our products as accurately as possible and include detailed descriptions to help you choose. Please review our returns policy before ordering if colour matching is especially important to you.

How should I wash my Moe Linen piece?

Always follow the care label attached to your individual product, as instructions may vary depending on its construction, filling and finish.

For washable linen products, we generally recommend:

·         hand-washing is gentlest and best for longevity.  If you're using a machine, stick to a gentle cycle.

• washing separately or with similar colours

• using cool or lukewarm water

• choosing a mild liquid detergent

• allowing plenty of room in the machine

• avoiding bleach and optical brighteners

• avoiding harsh stain removers

• removing the item promptly when the cycle finishes

A large or heavy throw may require a commercial-size washing machine. Do not squeeze it into a machine that is too small. Your linen deserves breathing room, and so does your washing machine.

Can I use fabric softener?

No.  We recommend avoiding conventional fabric softeners unless the care label states otherwise.

Fabric softeners can coat natural fibres and may affect the linen’s breathability and absorbency. Linen will soften naturally with regular washing and use.

Can I use bleach or stain remover?

Do not use chlorine bleach.

Avoid harsh stain removers or products containing bleaching agents unless they have been specifically approved for your product. These products may weaken natural fibres or permanently alter the colour.

For spills, gently blot the area and treat it promptly using a mild detergent. Do not rub aggressively, as this can spread the stain or disturb the surface of the fabric.

Can I tumble-dry my linen?

Check the product care label first.

Where tumble-drying is permitted, use a low and gentle setting and remove the item while it is still slightly damp. Excessive heat can cause shrinkage, weaken fibres and affect quilt filling.

Line-drying in the shade is generally the gentlest option.

Can I line-dry it in direct sunlight?

We recommend drying coloured linen in the shade where possible.

Strong, prolonged sunlight may fade natural fibres, particularly darker shades. Make sure larger pieces are supported evenly so their weight does not stretch the fabric while wet.

Can I iron my linen?

Yes, but you don’t have to.  That’s the charm of linen.

For a smoother finish, iron on the temperature recommended by the care label while the linen is slightly damp. You can also use a garment steamer.

For the classic relaxed linen look, smooth it by hand, place it on the bed and carry on with your life.

How often should I wash linen bedding?

Wash frequency depends on use, climate and personal preference.

Sheets and pillowcases generally require more frequent washing than quilts, coverlets and decorative throws. Larger pieces can often be aired between washes and spot-cleaned when appropriate.

Avoid unnecessary over-washing, which can place additional wear on the fabric.

How should I care for a linen throw/quilt?

Follow the throw/quilt’s individual care label.

Before washing, check that your machine can comfortably accommodate the throw/quilt when wet. Hand wash or wash on the recommended gentle cycle, distribute it evenly during drying and make sure it is completely dry before storing or placing it back on the bed.

Damp filling and folded storage are not good flatmates.

How should I store my linen?

Make sure your linen is clean and completely dry before storing it.

Fold it loosely and keep it in a cool, dry, well-ventilated place away from direct sunlight and moisture. Breathable cotton storage bags are preferable to long-term storage in airtight plastic.

Avoid placing heavy items on top, particularly with quilted products.

How can I help my linen last longer?

A little care goes a long way:

• handwash where possible

• follow the care label

• avoid harsh chemicals and high heat

• keep it away from prolonged direct sunlight

• rotate frequently used bedding between sets

• avoid repeatedly rubbing the same area against rough surfaces

• keep sharp jewellery, buckles and pet claws in mind

• mend small issues before they become big ones

• make sure products are completely dry before storing

Linen is strong, but it is not indestructible.

Is normal wear covered as a fault?

General wear, fading, accidental damage, staining, misuse, pet damage, abrasion, incorrect washing and changes caused by long-term use are not manufacturing faults.

If something does not seem right, contact us with photographs and your order number. We will assess it fairly and in line with your rights under New Zealand consumer law.

Are all your prices in NZD?

Yes.  All prices are in NZD and are inclusive of GST.

How do I know whether an item is in stock?

The product page will show whether an item is:

• in stock

• available for preorder

• sold out

• coming soon

An item marked in stock is available for dispatch, subject to our standard processing timeframe.

An item marked preorder has not yet arrived at our dispatch location or is being made for an upcoming release.

Can I reserve an item?

Items are not reserved by adding them to your cart. Your order is only secured once checkout and payment have been completed.

For limited releases, an item may sell out while it is sitting in your cart. We know. Rude, but unfortunately true.

Can I change or cancel my order?

Contact us as soon as possible at kiaora@moelinen.co.nz with your order number.

We will do our best to help, but once an order has entered packing or has been dispatched, we may not be able to change:

• the delivery address

• the colour or size

• the products ordered

• the payment method

• the order itself

Please check your order and delivery details carefully before completing checkout.

I entered the wrong delivery address. What should I do?

Email us immediately with your order number and the correct address.

If your parcel has not yet been processed, we may be able to update it. Once it has been dispatched, we cannot guarantee that the carrier will be able to redirect it.

Any additional delivery or return-to-sender costs caused by an incorrect address will be payable by the customer.

I did not receive an order confirmation. What should I do?

First, check your spam, junk or promotions folder.

If it is not there, contact us with:

• the name used for the order

• the email address entered at checkout

• the approximate time of purchase

• the amount paid

Please check that your payment was completed before placing a second order.

Can I combine two separate orders?

Contact us promptly and we will see what is possible.

We cannot guarantee that orders can be combined once processing has begun. Shipping charges are not automatically refundable when separate orders are placed.

Do you offer wholesale, trade or commercial orders?

We welcome enquiries from interior designers, accommodation providers, retailers and other aligned businesses.

Email tracy@moelinen.co.nz with information about your business, the products you are interested in and your approximate quantities.

Availability will depend on production capacity and the collection.

What is a preorder?

A preorder allows you to secure a product before it is ready for dispatch.

Preorders help a small business like ours produce thoughtfully, manage quantities and reduce unnecessary excess stock. They also give you first dibs on limited pieces before they disappear into somebody else’s whare.

How do I know that I am purchasing a preorder item?

Preorder products will be clearly labelled on the product page and at checkout.

The listing will include the current estimated dispatch or delivery timeframe. Please read this information before completing your purchase.

When will my preorder be sent?

Your order will be dispatched once the preorder stock has arrived, completed its quality checks and is ready to leave us.

The timeframe shown on the product page is an estimate, not a guaranteed delivery date. Production, freight, customs, port congestion, severe weather and carrier delays can occasionally affect timing.

We will update you if there is a significant change.

Can a preorder be delayed?

Yes. We build reasonable time into our estimates, but international production and freight do not always go to plan.

A preorder may be delayed by circumstances such as:

• production taking longer than expected

• additional quality checks or corrections

• freight schedule changes

• customs or port processing

• severe weather

• carrier disruption

• events outside our reasonable control

If there is a material delay, we will contact affected customers using the email address supplied at checkout.

Can I cancel a preorder?

You may request a preorder cancellation before the item has entered final order processing. Contact us at kiaora@moelinen.co.nz with your order number.

Once a preorder has been allocated, packed or dispatched, our standard returns process will apply.

Where a significant delay occurs beyond the advised timeframe, we will explain the available options to affected customers.

What happens if I order an in-stock product with a preorder?

Everything ships together. Your full order will be sent once the preorder item is ready. The estimated preorder dispatch date will therefore apply to the entire order.

To receive an in-stock item sooner, please place it as a separate order.

Why has payment been taken before my preorder ships?

Payment is taken at checkout to secure your item from the incoming production allocation.

Preorders are made or reserved specifically against confirmed customer demand, which is why payment is collected before dispatch.

Where do you ship from?

Moe Linen orders are dispatched from TAURANGA, BAY OF PLENTY, NEW ZEALAND.

Where do you deliver?

We currently deliver throughout New Zealand only.

How much is shipping?

Shipping charges are calculated at checkout.

How long will my order take to dispatch?

In-stock orders are usually processed within 2 business days.

During launches, promotions, public holidays and limited releases, processing may take a little longer. The dispatch timeframe is separate from the carrier’s delivery timeframe.

How long does delivery take?

Estimated delivery after dispatch:

• New Zealand urban addresses: 1–3 working days

• New Zealand rural addresses: an additional 2–3 working days on top of the standard target.  For rural please enter the most complete delivery information possible, including your rural delivery number, unit number, building name and any relevant access details.

These are estimates rather than guaranteed delivery dates. Rural delivery, customs processing, public holidays, severe weather and carrier disruption may add time.

How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details.

Tracking may take several hours to become active after the label is created.

My tracking has not updated. What should I do?

Tracking typically takes 1 to 3 business days to update once an item is lodged, processed, or transferred between depots.

Carrier tracking does not always update at every stage of the journey. Allow 7 business days after the last scan. If there is still no movement, contact the carrier.

What happens if my parcel is delayed or doesn’t arrive?

If your parcel is delayed, we recommend first checking your tracking information and contacting the courier directly, as they can often provide the quickest update or resolve delivery issues.

If you're unable to resolve the issue with the courier, please get in touch with us. We'll do our best to assist by working with the courier to investigate your parcel.

What happens if my parcel is marked delivered but I cannot find it?

1. Check around your property, letterbox and any safe-drop areas.

2. Ask other members of your household.

3. Check with neighbours, reception or building management.

4. Review any delivery photograph or instructions in the tracking link.

5. Contact the carrier.

Can you deliver to PO Boxes?

No.

Do you offer local pickup?

No.

How will my order be packaged?

We package our pieces carefully, so they are protected on their journey while avoiding unnecessary excess wherever practical.

Is all your packaging plastic-free?

We aim to reduce unnecessary plastic wherever practical. Some protective or freight components may still contain plastic where needed to keep products clean and dry during transport.

Do you offer gift wrapping?

No.

Do you sell gift cards?

No.

What payment methods do you accept?

Available payment methods are shown at checkout and may include VISA, MASTERCARD, SHOP PAY, APPLE PAY, GOOGLE PAY, OTHER METHODS.

Payment must be successfully completed before an order is confirmed.

Is it safe to order through your website?

Payments are processed through secure third-party payment providers. Moe Linen does not directly store complete card details.

What is your returns policy?

We want you to feel confident purchasing online.

You may request a return within 7 days of delivery, provided the item is:

• in original condition

• unused

• unwashed

• unaltered

• free from marks, odours, pet hair and damage

• in its original packaging

Contact us at kiaora@moelinen.co.nz before returning anything. Unauthorised returns will not be accepted.

Please read our full Returns and Refunds Policy for all conditions and exclusions.

Can I return an item after washing or using it?

We cannot accept a change-of-mind return for a product that has been used, washed, altered or damaged while in your care.

Washing changes the condition of natural textiles and means we can no longer resell the product as new.

This does not limit your rights if the item is faulty under applicable consumer law.

Who pays return shipping?

For change-of-mind returns or exchanges, return shipping is the customer’s responsibility.

Original delivery charges and any additional shipping costs are not refundable unless the product is faulty, the wrong item was sent or required by law.

We recommend using a tracked service, as returned items remain your responsibility until received by us.

Can I exchange an item?

Exchanges are subject to stock availability.

For limited releases, we may not be able to hold a replacement while your return is in transit. Where a direct exchange is not possible, we may process a refund or store credit.

Are sale items returnable?

No.  Final-sale items cannot be returned for change of mind.

Your rights in relation to faulty goods are not affected by a sale or discount.

How long will my refund take?

Once your return has been received and inspected, we will contact you within 3-5 business days.

Approved refunds are sent to the original payment method. Your bank or payment provider may require additional time before the funds appear in your account.

My item arrived damaged or faulty. What should I do?

Contact us at kiaora@moelinen.co.nz within 7 days of delivery and include:

• your order number

• a description of the issue

• clear photographs of the full product

• close-up photographs of the problem

• photographs of the packaging if it was damaged in transit

Please do not wash, use, alter or attempt to repair the item before contacting us.

We will assess the issue and explain the next steps.

I received the wrong item. What should I do?

We are sorry - that one is on us.

Contact us promptly with your order number and photographs of the item received, including its label and packaging. Keep the product unused and unwashed while we organise a solution.

What is considered a manufacturing fault?

A manufacturing fault may include an issue with the materials or construction that makes the product unsafe, unusable or significantly different from what was advertised.

Natural texture, linen slubs, minor measurement variation, normal creasing, subtle artisan variation and small colour differences are not considered faults.

Every concern is assessed individually and in line with New Zealand consumer law.

Do your policies affect my rights under the Consumer Guarantees Act?

No.

Nothing in our store policies is intended to exclude or limit any rights you may have under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer law.

Where goods are faulty, not of acceptable quality, not fit for purpose or do not match their description, the remedies available will depend on the nature and seriousness of the issue.

Will sold-out products be restocked?

Some designs may return, while others are released only in limited quantities.

Join the relevant restock list or our email list to hear about returns, new colourways and future collections.

Signing up does not reserve an item, but it does help keep you closer to the front of the waka.

Why do you release limited quantities?

Small and limited releases allow us to produce more intentionally, manage quality and avoid creating large amounts of unwanted stock.

They also mean we cannot always replace or exchange a sold-out piece, so please review measurements, materials and colours carefully before ordering.

Can you guarantee that a design will return?

No. We may revisit some designs or colourways, but we cannot guarantee a restock.

Production capacity, materials and future collection plans all influence whether a piece returns.

How can I contact Moe Linen?

Email us at kiaora@moelinen.co.nz.

Our customer care hours are 9am to 3pm, excluding weekends and New Zealand public holidays.

We aim to reply within 2 business days. During launches and busy periods, replies may take a little longer, but we have not forgotten you.

Please send one clear email containing your order number and all relevant information. Multiple messages across different channels can make it harder—not faster—for our small team to help.

Can I contact you through social media?

You are welcome to say kia ora on social media, but order enquiries are best sent by email.

Email gives us access to the information needed to investigate your order properly and helps protect your privacy.

What information should I include when contacting you?

For the quickest help, include:

• your full name

• your order number

• the email address used at checkout

• a clear explanation of what you need

• photographs where relevant

The more useful information you send us at the beginning, the less back-and-forth we need before getting things sorted.