Frequently Asked Questions

To save you time, you’ll find our most frequently asked questions below:

Ordering & Deliveries
Where do you deliver to?
  • We deliver throughout mainland UK only.
Do you offer free delivery?
  • We offer FREE delivery on all orders.
What is the status of my order?
  • The easiest way to check the status of your order is to set up an account when placing your order. This allows you to log in and receive the most up to date information on your order.
Which payment methods do you accept?
  • We accept all major credit and debit cards as well as PayPal.
How long will my order take to arrive?
  • Our bed linen (duvet covers, sheets and pillowcases) will normally arrive within 3-4 working days of your order being received.
  • Our duvets and pillows are made-to-order and will be dispatched direct from our manufacturer and delivered to you normally within two weeks of your order being received.
  • December 2022: Order your made-to-order duvets and pillows by midnight on Sunday 11th December for delivery before Christmas. Orders after this date will be delivered mid-January 2023.
  • We use DPD's tracked service, so you will receive a text or email with a delivery slot and options to rearrange delivery if it's not convenient for you.
  • For specific smaller items (pillowcases), we use Royal Mail tracked service.
Can I make changes to an existing order?
  • We are unable to change an order once it has been placed. If you wish to add items to your existing order, please place an additional order. We do not store your credit card information and cannot process changes made after the order has been placed. 
  • We are unable to remove items from an existing order, instead please return unwanted items once you receive your order.
  • We are unable to accept returns on duvets or pillows which have been made-to-order just for you, unless faulty or wrong item received. 
Can I cancel my order?
  • We are unable to cancel an order once it has been placed. You can initiate a return once you receive your order.
Will my order arrive at the same time?
  • Our bed linen (duvet covers, sheets and pillowcases) will normally arrive within 3-4 working days of your order being received and delivered by DPD or Royal Mail. Our duvets and pillows are made-to-order and will be dispatched separately direct from our manufacturer and delivered by DPD to you within two weeks. Therefore you may receive two separate deliveries.
  • December 2022: Order your made-to-order duvets and pillows by midnight on Sunday 11th December for delivery before Christmas. Orders after this date will be delivered mid-January 2023.
Returns
Do you accept returns or exchanges?
  • If you are not 100% satisfied with the purchase of your bed linen (duvet cover sets, sheets or pillowcases), we will gladly take it back within the returns period of 30 days for a full refund. Items must be returned complete, in perfect condition, unused, unwashed and with their original packaging.
  • We are unable to offer exchanges. If you would like something different you will need to place a new order and send the original items back for a refund.
  • All returns are free of charge.
  • We are unable to accept returns or exchanges on duvets or pillows which have been made-to-order just for you, unless faulty or wrong item received.
I would like to return an item, what do I need to do?
  • We have tried to make returning items as simple as possible and they are completely free. For more information see our Deliveries & Returns page.
  • Items must be returned complete, in perfect condition, unused, unwashed and with their original packaging.
  • We are unable to accept returns on duvets or pillows which have been made-to-order just for you, unless faulty or wrong item received. 
How long will my refund take and how will I be refunded?
  • Once the return has been received and checked by our team, we will send you a confirmation to the email address provided. 
  • We will issue a refund to your original payment method as quickly as we can, normally within 5 working days of us receiving and checking the return.
Are there any items that I cannot return?
  • We are unable to accept returns on duvets or pillows which have been made-to-order just for you, unless faulty or wrong item received. Our Buying Guides will help you find the perfect bedding and our Care Guide will ensure you achieve the best results.
Bed Linen
Where is your bed linen made?
  • We have carefully selected highly regarded, innovative and skilled craftspeople from Portugal.
What certification does your bed linen have?
  • All of our bed linen is Oeko-Tex® Standard 100 certified, a rigorous environment standard which ensures no harmful substances are used at any stage of the manufacturing process. This process surpasses all other existing criteria in safety and environmental protection.
What is the difference between cotton percale, cotton sateen and linen?
  • Both percale and sateen are made using the finest long-staple 100% cotton and are naturally breathable.
  • Percale is a traditional plain-weave fabric where the fibres have been tightly woven together. If your looking for a cool, crisp and smooth feel with a matte finish. Shop our Classic Cotton bed Linen.
  • Sateen has a unique weave which gives it a smooth, softer and silkier feel with a subtle sheen. Shop our Luxe Cotton bed Linen.
  • Linen is a natural fibre made from the flax plant. It's incredibly soft and breathable yet strong and durable, with a subtle distinctive texture. Shop our Ultimate Linen bed Linen.
What is the thread count of your bed linen?
  • Our Classic Cotton bed linen has a 300 thread count percale weave.
  • Our Luxe Cotton bed linen has a 400 thread count sateen weave.
  • Linen is measured in a slightly different way to cotton, normally by weight and referred to in grams per square metre, or ‘gsm’. Our Ultimate Linen bed linen is 165gsm, not too heavy and not too lightweight.
Why can I see slubs in my linen bedding?
  • Small slubs may be seen in the fabric, this is completely normal and adds to its natural beauty.
What is the difference between your Classic and Luxe cotton bed linen?
  • Our Classic Cotton bed linen has a 300 thread count. It feels cool, crisp and smooth with a matte finish.
  • Our Luxe Cotton bed linen has a 400 thread count. It has a smooth, softer and silkier feel with a subtle sheen.
Why do you only offer white bed linen?
  • We have always loved the calm, tranquillity and simplicity of white bed linen. It's all you need to create the perfect bed in which to rest, relax and recharge.
What is the difference between a standard and Oxford pillowcase?
  • Standard pillowcases, also known as Housewife pillowcases, feature a plain sewn edge. 
  • Oxford pillowcases typically have a flat border which is usually 5cm in width surrounding all four edges.
How deep are your fitted sheets?
  • Our fitted sheets are 36cm deep.
How do I care for my bed linen?
  • To keep your bed linen looking and feeling its best, we recommend following our simple and straightforward Care Guide.
Is your packaging Eco friendly?
  • We do not use any plastic in our packaging.
  • All of our bed linen arrives at your door packaged in a reusable 100% cotton storage bag. 
Duvets & Pillows
Where are your duvets and pillows made?
  • Our duvets and pillows are made-to-order in the UK just for you.
What are your duvets and pillows and made of?
  • Our duvets and pillows are hand filled in the UK only using the finest hotel quality European white down and feather or Eco Hypoallergenic man-made fillings, encased in luxurious 100% cotton covers.
What certification do your natural duvets and pillows have?
  • Our down and feather duvets and pillows are thoroughly tested and conform to the highest European standards.
  • Oeko-Tex® Standard 100 certified, a rigorous environment standard which ensures no harmful substances are used at any stage of the manufacturing process. This process surpasses all other existing criteria in safety and environmental protection.
  • Downafresh® guarantees our natural fillings are sourced from cruelty-free suppliers and are a by-product of the food industry. 
  • Nomite® ensures that the high density cover fabric forms a natural barrier against mites, ideal for allergy sufferers.
What certification do your Eco Hypoallergenic duvets and pillows have?
  • Our Eco Hypoallergenic duvets and pillows are thoroughly tested and conform to the highest European standards.
  • Oeko-Tex® Standard 100 certified, a rigorous environment standard which ensures no harmful substances are used at any stage of the manufacturing process. This process surpasses all other existing criteria in safety and environmental protection.
  • Ecolabel® ensures scientific reliability and environmental credibility, guaranteeing a lower environmental impact in comparison to similar products on the market.
  • Eco2® identifies our products environmental benefits, using less C02, land and water in production.
  • Our Luxe Feels Like Down has the following additional accreditations: PlasticBank® is a social enterprise committed to stopping plastic reaching the ocean by building ethical ecosystems in coastal communities. The materials are reprocessed for reintroduction into the global manufacturing supply chain. SocialPlastic® is the collected ocean bound plastic which is reintegrated into products and packaging. This creates a closed-loop supply chain while supporting those who collect it and helping solve one of the most urgent environmental problems of our time.
What is the difference between your natural and hypoallergenic duvets and pillows?
  • Our natural duvets and pillows are filled with either European feather and down or 100% European down resulting in luxurious comfort.
  • Our Eco Hypoallergenic duvets and pillows are filled with superior recycled man-made fibres.
What is Tog?
  • The tog rating acts as a guide to the warmth of a duvet by its ability of trapping warm air around you. Togs work on a scale, the higher the tog, the warmer you will be. The lower the tog, the lighter the duvet will be making you feel cooler.
What is the best duvet and pillow for allergy sufferers?
  • Our Classic and Luxe Feels Like Down duvets and pillows are hypoallergenic, perfect for allergy sufferers.
  • Our natural down and feather duvets and pillows are Nomite® certified. This ensures that the cover fabric forms a natural barrier against mites, ideal for allergy sufferers.
How do I choose the correct pillow firmness for my sleep position?
  • If you sleep on your front, you may want a softer pillow that your head will sink into and easily mould to your head and neck.
  • If you sleep on your back, you may need a medium pillow that will provide the right level of support and comfort for your neck without affecting the alignment of your spine.
  • If you sleep on your side and have a smaller frame, you may prefer a medium pillow. If you have a larger frame, you may benefit from a firmer pillow.
  • If you tend to sleep on all sides, using a medium pillow may be the best option.
How should I care for my duvet and pillows?
  • To keep your duvet and pillows looking and feeling their best, we recommend following our simple and straightforward Care Guide
Is your packaging Eco friendly?
  • Our duvets and pillows arrive at your door packaged in a reusable natural 100% cotton storage bag.
  • We do not use any plastic in our packaging as this is one of the main contributors to the climate change issue. 

 

If you have any other questions, we'd love to help. Get in touch here.