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.
To initiate a return or exchange, please ensure that the item has not been worn and the tags are still attached. If the original purchase does not fit, you may request an exchange or return, assuming the item is in the same condition it was received. If the desired size or color is out of stock, alternative options may be suggested or an exchange for a similar product can be arranged.
For exchanges, the process can generally be handled online, or our support team can assist if there are issues with the online system. It's important to provide the correct order number and details to facilitate the process efficiently. Always check whether the size or color you want is available before requesting an exchange.
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.