Frequently asked questions
Delivery & Returns
International delivery will depend on your location.
We apologise if your item is faulty, we always aim for the highest standards in all our products. If there is a fault with your item(s), please contact us at firstname.lastname@example.org
Your order is processed as soon as it comes to us and we aim to deliver your order up to 5 working days after the order has been dispatched. This may take slightly longer for international orders. If you still haven’t received your order after two weeks, please contact us.
Of course, please get in touch providing your name and your order number and we will contact the courier on your behalf. We cannot rearrange deliveries for you. This will need to be done via the courier’s own method, which is usually via their website.
Apologies, if you believe you have received the incorrect item. Please email our support team at email@example.com quoting your order number and a description of the item you have received and we will be happy to exchange.
Free delivery is available on all orders placed over the value of £200 which are for delivery within the UK.
Under the Distance Selling Regulations, you have the right to a 14 day cooling off period in which to return your purchase. You have the right to inspect the product and if after inspection you wish to return the product, please do so in its original packaging within 14 days, ensuring there is no damage to the product or its packaging. Used products cannot be returned unless they are deemed to be faulty. All goods will be inspected prior to a refund being issued.
We do. Just check out as normal and select your destination country.
Yes, you can track your order if you have provided us with a mobile phone number. The courier will send you a message with a link to track and make amendments to your delivery.
Standard delivery to UK mainland is £5.
You contact us at firstname.lastname@example.org and our customer service team will get back to you as soon as possible. Please note we will only be available to reply between 9am-5pm (9am-3pm on Friday).
You can unsubscribe from our newsletter by clicking the link at the bottom of any of our emails.
Our size guide appears under every product page on the website, if you scroll down to the bottom right hand side of the page.
We accept the following forms of payment – Visa, Visa Debit , Mastercard , Maestro , Paypal.
We are unable to take any payment over the phone due to security and fraud prevention procedures. If you are struggling to make a payment online, please contact us.
Eco & Sustainability
GRS stands for Global Recycling Standard. This is the recycling, sustainability and environmentally friendly standard we have been awarded. You can read more about this here.
All of our feather and down products are sourced with our down commitment in mind. We promise to always guarantee quality products, that they have been tested and verified to meet our claims and are made of responsibly and ethically sourced components. Not only that, but we promise to never incur any feather or down live plucking, that these have all been sourced as by-products of the food industry, much like leather and wool, and that these products can be fully traceable back to the source and further.
By advertising our duvets as ‘ethnically sourced’ means that we can trace the filling materials in each of our Down and Feather and Down filled products back to the farm area – ensuring that the animals involved were raised following good animal husbandry and were not subject to any cruel practices such as live plucking or force feeding. As we use animal by-products, animal welfare is something we are very mindful of. To guarantee this we only work with partners who share our stringent standards and total commitment to animal welfare. We annually audit all of our supply partners to ensure compliance. The audits are done through the independently recognised IDFL (International Down and Feather testing Laboratory).
Using silky soft fibres made out of recycled PET plastic bottles, we’ve created a new generation of luxury bedding. The fibres are transformed from the plastic bottles using a pioneering fibre-blowing technique and spun to create small individual down-like clusters which trap air in between one another to ensure insulation and warmth similar to goose down and feathers. Where normal duvet fibres are layered, the unique structure of the Smartdown® fibres means they can be blown like feather and down in to the cotton duvet casings and then sewn in a square cassette pattern to create volume and make the duvet plump and lofty.
Not only that, but the Smartdown® clusters are more durable than feather and down, so they will keep their structure and performance for longer.
My Order & Ordering
If you have already paid for your order, only delivery details can be amended. If you wish to amend items purchased your original order will need to be refunded and you will need to place a new order. Please contact us here, quoting your order number and the amends you wish to make. We will advise you if we are able to make the amends and if any further actions are necessary.
Our orders are processed automatically and cancellations are not always possible if the order has reached our warehouse. If you contact us here, quoting your order number we will advise you on the progress of your order and assist with your request.
We do sometimes have technical glitches where our systems don’t send confirmation emails. If you contact us here quoting your name we will be able to advise whether we have received your order.
We’re sorry you’re having issues placing your order. Please contact us here with a detailed description of your issue, as well as what device you are on (iPad/tables, mobile, desktop computer etc.) and what browser you are using (safari, internet explorer, google chrome etc.).
A duvet’s tog rating indicates the amount of warmth it provides; the higher the tog, the warmer the duvet. All of our core duvets come in 10.5 tog which we recommend as a suitable ‘year round’ tog. For different tog sizes, please contact us to discuss custom orders.
Fill power was originally introduced in the manufacturing of feather filled outdoor jackets and is used as a measurement to determine weight and insulating ability of down & feather. We have removed the fill power point from the description as it isn’t necessarily applicable to natural duvets as it can be confusing and doesn’t explain the duvet specification.
Synthetic means man-made fibres and fabrics and natural is feather/down filling. You can find more detailed information of compositions in the ‘Product Details & Care Guide’ section on individual product pages.
We can assure you, there is nothing wrong with your product. Natural products to tend to have a particular ‘smell’ to them, which is generally attributed to natural products. We do find that in the heat, this smell becomes stronger. This could be down to you being hot as well and potentially sweating during your sleep.
We advise regular airing of products during this time and potentially washing your products, however please read all product washing instructions before you do this! If a product is washed, please ensure that the product is completely dry before you put it back on the bed, shaking the product thoroughly to avoid clumping. Where a product can’t be washed, airing in a well ventilated room or even the garden is just as good.
In some instances, such as with pillows, these may fit in our tumble dryer. As above, please read all product washing instructions before you do this! We do not usually advise to tumble dry natural products, however in desperate situations you could potentially put your pillows in the tumble dryer on a cool, low, reduced temperature spin for a very short time with a tumble drying fragrance cloth. Please check your products repeatedly to make sure they are ok and that there is no scorching to the feathers.
Mattress toppers tend to be of a higher thickness than an enhancer – both add an additional layer of padding and extra comfort. They are especially good for providing extra softness to a mattress that is maybe a little too hard or for extending the life of an ageing mattress.
Hungarian goose feather and down is one of the highest grades of feather currently on the market. They are graded so highly due to their softness, warmth and durability, meaning that they will keep their luxury properties for longer, drape beautifully on the bed and will keep you warm and cosy. We pride ourselves on our ability to guarantee that all our natural filled products are made to the highest quality, using responsibly sourced fillings. We sustainably and responsibly source all of our natural down and feather fill.
If you have already purchased your product the washing instructions are printed on the sewn in sash label. All washing instructions are also listed on our website on the product information page. PLEASE ALWAYS CHECK THE PRODUCT LABEL BEFORE YOU WASH OR LAUNDER YOUR PRODUCTS.
Generally speaking, we recommend any synthetic duvet that has been washed to be air dried thoroughly to ensure the filling is completely dry. To ensure the synthetic duvet or pillow is completely dry, we would suggest weighing the product before and after you wash and dry the item – if the product is heavier after drying, this implies there’s still water in the product and has therefore not been dried thoroughly. PLEASE ALWAYS CHECK THE PRODUCT LABEL BEFORE YOU WASH OR LAUNDER YOUR PRODUCTS.
We source our materials worldwide and we select our suppliers carefully with careful consideration taking to working conditions. We are members of Sedex – the supplier ethical data exchange and all our tier 1 suppliers are audited annually by third paries to ensure compliance.
Because of our specially designed siliconised fibres, our duvets will scrunch down quite small. We recommend that a standard 7kg washing machine will fit our king size duvet or smaller, while 5kg will fit a double or single in. You can see a guide on how to wash your duvet here. PLEASE ALWAYS CHECK THE PRODUCT LABEL BEFORE YOU WASH OR LAUNDER YOUR PRODUCTS.
Many of our promotions cannot be used on discounted or clearance products, this includes any product where was/now price is present. There may be a time where our promotion disregards this rule and promotion codes can be used on these products, this will be clearly communicated as part of the promotion messaging and within the terms and conditions.
To return an item, please follow the guide on our delivery and returns page. You can return all faulty items, please head to our returns T&C’s for more information.