Our goal is to add comfort and luxury into our customers’ lives by providing premium down duvets. We facilitate a shopping experience which matches the quality of our products. To that end, we offer free returns to all customers within Europe (including the UK).
If, for whatever reason, you’re not completely satisfied with your purchase, then please return the product to us and we’ll exchange it or refund the credit or debit card of the person who originally placed the order. Duvets can be returned within 100 days of their arrival while pillows must be returned within 14 days. This serves as our guarantee of complete customer satisfaction.
Returns from the UK after January 31st
The return and refund process for our UK customers will change after the Brexit deadline (January 31st, 2021). But don’t worry, you will still be entitled to our policy that duvets can be returned within 100 days and pillows within 14 days. However the process will have to change.
Unfortunately, with the changing regulations, we would not be able to provide you with a shipping form that is prepaid. Instead it becomes your responsibility to send the product and shipping receipt to us. Once we receive the product and receipt for shipping, we can refund you in full (for shipping costs too), or exchange your item for another product. We understand this is not optimal, but we are here to help you all the way. If you need any assistance, visit the contact us page to get in touch.
Customers Outside of Europe
Customers ordering from outside Europe are responsible for organising and paying for a delivery service to send the product back to us. Duvets may be returned within 100 days of delivery and pillows within 14 days. The full cost of the product(s) will be returned to the card used to place the order as soon as we receive the package. Contact us by email at firstname.lastname@example.org or call us at +44 20 3129 5731 and simply mention that you’d like to make a return. Package the items securely, using the original packaging if possible.
Once we have received the product, we will refund your order or exchange it in accordance with your wishes. If you are making an exchange, a replacement product will be shipped to you for free in accordance with our usual policy.
How to make a return?
1. Let us know that you would like to return your purchase. You can do so in two ways:
- Through the online request form to make a return label
- By sending us an email at email@example.com
2. You will receive a return label via email. Print the label and place it on the box.
3. Hand over the box to a parcel delivery service and let them handle the rest. To find a service point near you, visit the Royal Mail website.
After informing us that you will be returning an order, customers in the United Kingdom and Europe will promptly receive a voucher for a delivery service which will cover the cost of shipping. Other customers will receive confirmation that we shall be expecting the return and preparing their refund, and should make plans to arrange the shipment themselves.
To prepare your unsatisfactory product(s) for return, package the goods securely in a box. If possible, use the original packaging to streamline the process and reduce waste. Once you have shipped the order, wait for the delivery service to complete the shipment. As soon as we have received the product we will begin to process your refund. The card used to make the order will be refunded the full cost of the item(s) within 10 days of our receiving the returned product.
If you have indicated your desire to exchange your order, we will immediately ship a new product to your address. Should the product you are exchanging for cost more than your original order, we will ship the new duvet or pillow once we have received the additional amount (which will be communicated to you in advance). If it costs less, we will refund the difference and ship the new product to you once we receive the package containing your original order.