FAQs
To track the status of your order or return, please check the email notifications sent by our company which include order confirmation and shipping confirmation details. If you received a tracking link, you can click on it to view the current status of your shipment. Keep in mind that it sometimes takes the postal service a few days to scan items into their system, which can delay tracking updates. Rest assured, this delay is normal and does not affect the actual shipping progress of your item.
If you are unable to locate the email or if the tracking details are not updated, please ensure you are checking the correct email account or check your spam folder. Remember, tracking updates might take a few days to be accurately reflected by the postal services.
Proper care of down jackets and coats is essential to prolong their life and maintain their functionality. Here's a guide based on our best practices:
Washing: Always use cold water for washing. Opt for a special down detergent or a gentle detergent, but avoid any fabric softeners or conditioners as these products can impair the downs's loft and performance.
Drying: The most crucial aspect of caring for down garments is drying. It is recommended to tumble dry on a low setting. To help redistribute and fluff up the down, add dryer balls or tennis balls in the dryer. It's often necessary to run several drying cycles to fully dry the down.
If you're unable to follow these instructions strictly, or prefer a more straightforward approach, dry cleaning is a viable alternative. This method has been successful for many users in keeping their down items in good condition.
• Proceed to checkout and enter your code in the ['Discount Code'] field.
• Click ['Apply'] to see your new total before finalizing your order.
• Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.
Returns and Exchange Policy
General
If you don't love your purchase, you may return or exchange within 21 days of your purchase date (no exceptions) for a new size/style or a refund back onto your original form of payment—minus a $15 restocking fee, per item. Items must be in original condition, hangtags must be on, with no signs of damage, wear or excessive fragrance.Please note, there is no restocking fee on an exchange or a return for a gift card.Gift returns will receive a non refundable gift card.
Please note that, during busy periods, it may take up to 15 business days for returns to be processed and checked back into our warehouse. Once your return is processed, you'll receive an automated email notification that a refund has been issued back to your original method of payment.
Final Sale
Final sale items cannot be returned for a refund, exchange or store credit. No exceptions.International (outside the US)
Due to duties and taxes all International orders (outside the USA) are considered final sale. Hence there shall be no returns or exchanges.
How to Start a Return
To start a return please go to Start a Return section at the bottom of our website.
This takes you to our returns portal. This is the only way to do a return / exchange, we shall not be able to accept returns / exchanges any other way as our system is very automated. Please note if you return any item not via the retrains portal you may well lose your item and we shall not be liable.
The poral is very clear and 95% of people have no issue using this. Please ensure you are careful with the question regarding if the hangtags are on or not. If you type that they have been removed then the item shall not be returnable. If you say the hangtags are on and we find them not to be then we shall not process a refund.
You shall be asked if you wish to exchange, if you do not then press the return button. You shall then have the option to Get $$$ back, if you want a return and refund that is the option to press.
Any other issues please contact customer service.
Sorry no we do not offer expedited shipping. Many due t courier companies not really able to guarantee delivery on time. This annoys customers as the costs is usually very high.
You will have the option to cancel your order within your confirmation email. You may also contact our customer service team at [email/phone #]. Please include your order number and the reason for cancellation in your message.
Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.
Boutiques / Wholesale
We love working with wonderful Boutiques!
We prefer working via Faire, details of which you may find below.
If you prefer to work direct then please contact us at:
[email protected]