If you would like to cancel or update your order, please email us at customerservice@puredown.ca as soon as possible. Please include your name, shipping address, order number and the item you wish to cancel or update. If your order has not been shipped, we can cancel or update it immediately. If your order has been shipped already, you will have to return the item after you receive it for a refund.

As soon as your order is shipped, you’ll receive a shipment notification email with a tracking number letting you know your order is on its way.

You can only use one promo code per order.

Orders placed on business days (excluding holidays) will be processed and shipped within 48 hours at the latest. Orders placed on weekends or holidays will be shipped on the next business day.

At puredown, your satisfaction is our priority. We are dedicated to providing a straightforward and transparent return process.

Standard Return & Refund Policy

We gladly accept returns and exchanges within 30 days of purchase for most products. We prefer items to be in unused condition, in their original packaging with all tags and labels intact. For used items, please ensure they still have the original packaging, tags, and labels.

To initiate a return or exchange, please complete the Returns Request Form. Upon submission, we will issue an RMA (Return Merchandise Authorization) number, which is essential for facilitating a smooth return process. An RMA number is required for every return.

How to Initiate a Return

Start your return by filling out our Returns Request Form. A member of our team will reach out within 1-2 business days to guide you through the next steps.

Upon receiving your return in our shipping facility, we will process your refund within 3-5 business days. Please note that based on the card you used to make your purchase, the refund may take up to ten business days to be credited back.

Responsible Down Standard: The down and feathers used in our products have been certified to the RDS (Responsible Down Standard). RDS is a voluntary global standard aiming to ensure that down and feathers come from animals that have not been subjected to unnecessary harm.

STANDARD 100 by OEKO-TEX® certified: If a textile article carries the STANDARD 100 label, you can be certain that every component of this article, i.e. every thread, button, and other accessories, has been tested for harmful substances and that the article, therefore, is harmless for human health.

• Eco-friendliness: The protein in down makes it naturally biodegradable. Due to its natural origin and compostable properties, down also has the lowest carbon footprint of all insulating materials. Furthermore, down recycling has flourished, contributing to down’s green credentials.
• Warmth: Down is by far the warmest insulating material available, giving up to three times the warmth per ounce compared to synthetic materials. In addition, its lightweight and softness give you a cloud-like feel while sleeping.
• Breathability: The breathability of down material ensures your skin can breathe easily, and a steady temperature is maintained throughout the night, ensuring a comfortable night’s sleep.
• Softness: As far as softness goes, there is nothing quite like down. The soft, cozy feel of down almost instantly relaxes people and eases them into a peaceful sleep.
• Durability: The durability of a down comforter is unmatched. With proper care and maintenance, these down comforters can last for generations.

Fill Power is a term you've probably come across when looking at down textiles. Down fill products are made of down clusters, a three-dimensional cluster with fine filaments extending in all directions. Fill power denotes the size of down clusters in a fill. Larger clusters of down represent higher fill power. Fill power can also be understood as the measurement of space a single ounce of down occupies. It is the best quality indicator for down, so you can typically find fill power listed on most premium comforters. It's important to know that down fill power doesn't tell us how warm a comforter will be because there are too many other factors involved affecting warmth, including how much down fill is in the comforter.

Fill power represents the loft of the down used in the bedding item or how fluffy the down is. An ounce of down fill takes up how many cubic inches of space according to its loft. There is more room for air to get trapped in loftier down, resulting in greater insulation.

The fill weight of a down comforter represents the total amount of down contained within it. It is measured in grams and is an important factor to consider when determining an item’s warmth.

If you see black spots through the white shell of your down bedding items, please don’t worry, the black thing is not dirt but naturally grown black or gray down and feathers. We don’t use any decolorizer to decolor the colorful down and feathers but control the rate at 1%, so it’s natural and healthy.

A light scent is completely natural — it comes from the tiny amount of natural oils in down that keep it soft, fluffy, and resilient. Even the cleanest, high-quality down can carry a faint odor, which some people notice more if they have a sensitive sense of smell. The scent can seem stronger right after opening the packaging, and warmth, humidity, or lingering moisture can also make it more noticeable.

At Puredown, all of our down is thoroughly cleaned and certified by RDS, ensuring it’s safe, hygienic, and free from harmful chemicals. We never use heavy chemical treatments to cover the natural scent, so you can enjoy a healthier and more natural product.

The scent will fade with time and use. To freshen your comforter, simply air it out in a sunny, breezy spot for a few hours. If you’d like to speed things up, you can tumble dry it on low heat for a short cycle to let fresh air circulate through the fill.