Frequently Asked Questions
Products & Sizing
How do I find the right size?
We provide detailed size charts on each product page. Measure yourself and compare with our measurements. If you need help choosing between sizes, contact our customer service team.
What makes your down products special?
Our down is responsibly sourced and certified to meet high ethical standards. We use premium quality down with high fill power for optimal warmth and durability.
How should I care for my down product?
Follow the care instructions on the label. Most down items can be machine washed gently with specific down detergent. Tumble dry low with tennis balls to restore loft.
Orders & Payment
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and Apple Pay. All payments are processed securely through encrypted connections.
Can I modify or cancel my order?
Orders are processed quickly for fast delivery. Contact us immediately through our customer service portal if you need changes. We can only modify orders that haven’t entered shipping process.
Will I receive an order confirmation?
Yes, you’ll receive an order confirmation email immediately after your purchase. This includes your order number and item summary.
Shipping & Delivery
Where do you ship?
We ship throughout the United States and to select international destinations. Shipping costs and delivery times vary by location.
How long will delivery take?
Standard shipping: 5-8 business days
Expedited shipping: 2-4 business days
Express shipping: 1-2 business days
Can I track my order?
Yes, once your order ships, you’ll receive a tracking number via email. Monitor your package’s progress through our website or carrier’s site.
Returns & Warranty
What is your return policy?
We offer a 30-day return policy for unworn items in original condition with tags attached. Initiate returns through our online portal at downcollection.com/returns.
When will I receive my refund?
Refunds are processed within 7-10 business days after we receive and inspect returned items. You’ll receive email confirmation when processed.
What is your warranty policy?
We offer limited warranty against manufacturing defects. Warranty covers workmanship and materials but not normal wear and tear or damage from improper care.
Contact & Support
How can I contact customer service?
Our customer service team is available through the contact form on our website. We typically respond within 24 hours on business days.
Do you have physical stores?
We operate as an online retailer through downcollection.com, allowing us to offer competitive pricing and focus on quality customer service.
Product Performance
Are your products waterproof?
Many of our products feature durable water repellent (DWR) finish. Specific waterproof ratings vary by product – check individual product descriptions for details.
What temperature ratings do you use?
Our temperature ratings are based on industry standards and indicate the lowest temperature at which most users will feel comfortable. Individual comfort may vary.