FAQs

Frequently Asked Questions

Have an issue, want some more information or just curious about something. Let’s see if we have the answer.

What’s your question about?

 

DELIVERY & RETURNS

How much is international delivery?

International delivery will depend on your location. You can see a full list of our delivery options on our delivery and returns page.

How do I return an item?

To return an item, please follow the guide on our delivery and returns page. You can return all faulty items, please head to our returns T&C’s for more information.

My item is faulty, but I ordered it in store. How do I return this?

We do not have physical stores. Any items purchase in store will need to be returned to the store where you purchased it, as your contract is with them. The store can contact us to discuss returns if necessary.

 

Do you offer next day/express delivery?

Not at the moment, however we aim to get your order out to you as soon as possible. We hope to have more delivery options available to you soon.

When will my order be delivered?

Your order is processed as soon as it comes to us and we aim to deliver your order up to 5 working days after the order has been despatched. This may take slightly longer for international orders. If you still haven’t received your order after two weeks, please contact us.

I'm having issues with your delivery courier. Can you help?

Of course, please contact us here including your name and your order number and we will contact the courier on your behalf. We cannot rearrange deliveries for you. This will need to be done via the courier’s own method, which is usually via their website.

I received the wrong size/tog/product, can I exchange this?

Apologies, if you believe you have received the incorrect item. Please email our support team at returns@finebedding.co.uk quoting your order number and a description of the item you have received and we will be happy to exchange.

How do I get free delivery?

Free delivery is available on all orders placed over the value of £75 which are for delivery within the UK.

Can I exchange an item?

Unfortunately you wouldn’t be able to exchange an item once you have purchased it. You would need to return your original order and place another order using our website.

When will I receive my refund?

A refund can take between 3-5 working days and this can differ depending on your bank.

Do you offer delivery to Europe or outside Europe?

We do. You can see a full list of countries we deliver to on our Delivery and Returns page here.

I can't see my country on your list of countries, can I arrange a delivery?

Of course, please contact us here including your name and your country and we will get this set up for you.

Can I track my order?

Yes you can track your order if you have provided us with a mobile phone number. The courier will send you a message with a link to track and make amendments to your delivery.

What happens if I'm out when my delivery arrives?

The courier should leave a card to let you know they have called with details of how to contact them to arrange a re-delivery.

How much does delivery cost?

Our overseas and non-mainland UK delivery charges are stated here.

What are your delivery options? Do you do Click & Collect?

You can see a full list of our available delivery options on our Delivery and Returns page. Unfortunately we don’t offer Click & Collect at the moment. We aim to get your order out to you as soon as possible though and hope to have more delivery options available to you soon.

Do I need to sign for my delivery?

We would ideally wish for you to sign for your delivery, however a signature is not necessary to receive your order.


ECO & SUSTAINABILITY

What is GRS?

GRS stands for Global Recycling Standard. This is the recycling, sustainability and environmentally friendly standard we have been awarded. You can read more about this here.

Are your down and feather products ethical?

All of our feather and down products are sourced with our down commitment in mind. We promise to always guarantee quality products, that they have been tested and verified to meet our claims and are made of responsibly and ethically sourced components. Not only that, but we promise to never incur any feather or down live plucking, that these have all been sourced as by-products of the food industry, much like leather and wool, and that these products can be fully traceable back to the source and further.

Can I have further information on 'ethical sourcing'?

By advertising our duvets as ‘ethnically sourced’ means that we can trace the filling materials in each of our Down and Feather and Down filled products back to the farm area – ensuring that the animals involved were raised following good animal husbandry and were not subject to any cruel practices such as live plucking or force feeding. As we use animal by-products, animal welfare is something we are very mindful of. To guarantee this we only work with partners who share our stringent standards and total commitment to animal welfare. We annually audit all of our supply partners to ensure compliance. The audits are done through the independently recognised IDFL (International Down and Feather testing Laboratory).

Why is Smartdown vegan?

Using silky soft fibres made out of recycled PET plastic bottles, we’ve created a new generation of luxury bedding. The fibres are transformed from the plastic bottles using a pioneering fibre-blowing technique and spun to create small individual down-like clusters which trap air in between one another to ensure insulation and warmth similar to goose down and feathers. Where normal duvet fibres are layered, the unique structure of the Smartdown® fibres means they can be blown like feather and down in to the cotton duvet casings and then sewn in a square cassette pattern to create volume and make the duvet plump and lofty.

Not only that, but the Smartdown® clusters are more durable than feather and down, so they will keep their structure and performance for longer.


MY ORDER & ORDERING

I've made a mistake on my order, can I amend this?

If you have already paid for your order, only delivery details can be amended. If you wish to amend items purchased your original order will need to be refunded and you will need to place a new order. Please contact us here, quoting your order number and the amends you wish to make. We will advise you if we are able to make the amends and if any further actions are necessary.

Can I cancel my order?

Our orders are processed automatically and cancellations are not always possible if the order has reached our warehouse. If you contact us here, quoting your order number we will advise you on the progress of your order and assist with your request.

I haven't received an order confirmation, has my order been placed?

We do sometimes have technical glitches where our systems don’t send confirmation emails. If you contact us here quoting your name we will be able to advise whether we have received your order.

I'm having issues placing my order.

We’re sorry you’re having issues placing your order. Please contact us here with a detailed description of your issue, as well as what device you are on (iPad/tables, mobile, desktop computer etc.) and what browser you are using (safari, internet explorer, google chrome etc.).

 

How to I acquire a VAT receipt?

VAT is automatically highlighted at checkout and will be visible on your order confirmation email. If you require our VAT number please contact us.

How do I claim my VAT if I live in Guernsey, Jersey or the Channel Islands?

If you live in Guernsey, Jersey of the Channel Islands VAT please contact us directly in order to claim your tax back.


RETAIL & HOSPITALITY

I'd like to stock your products, who do I contact?

If you are a retailer wishing to open a trade account with us, please contact us here with details of your store. We will then make contact to discuss next steps.

I want to feature your products in my hotel, how do I go about this?

Please email hospitality@finebeddingcompany.co.uk stating all relevant information and we will get back to you as soon as possible.

Do you have any physical stores?

We are an online store, therefore we don’t have any physical stores. We do however stock our products in many high-street and independent retailers. You can find your nearest stockist here.


PRODUCTS

What is tog?

A duvet’s tog rating indicates the amount of warmth it provides; the higher the tog, the warmer the duvet.

What season for what tog?

An adult winter duvet is usually between 10.5tog (the most popular option) and a 13.5tog, with a summer duvet around 4.5tog. It is recommended that duvets for babies and young children should be no more than 4.5tog.

Why do you not use fill power?

Fill power was originally introduced in the manufacturing of feather filled outdoor jackets and is used as a measurement to determine weight and insulating ability of down & feather. We have removed the fill power point from the description as it isn’t necessarily applicable to natural duvets as it can be confusing and doesn’t explain the duvet specification.

What is FS stand for?

FS’ stands for Four Seasons – the duvet comprises of two independent duvets (usually a 9.0tog and a 4.5tog) which clip together to become a 13.5tog.

Is Four Seasons the same as All Seasons?

Yes, both descriptions are used to detail the combination duvet option.

Which duvets are all seasons/four seasons?

In The Fine Bedding Company natural range the Goose Down duvet & the Goose Feather & down duvet are available in Four Seasons. If you prefer a fibre filled duvet the combination is available in Boutique Silk, Breathe and the Spundown ranges. In our Nimbus Emporium Gold, Silver and Bronze ranges the 4.5 tog and 9.0 tog are bought individually but have buttons and button holes respectively so that they can be used together as a four season (13.5 tog) luxury combination duvet.

How does a four seasons/all seasons duvet clip together?

Nimbus emporium duvets have buttons and button holes. The duvets from The Fine Bedding Company range use press studs to attach.

What do you mean by synthetic and natural?

Synthetic means man-made fibres and natural is feather/down filling with cotton covers.

How do I was my Clusterfull Mattress Topper

Our Clusterfull mattress topper is actually spot clean only. We advise that this is aired and any marks removed with either a damp cloth or sponge, before being allowed to dry completely before it’s put back on the bed.

My natural product really smells! Is there something wrong with it? How do I remove this?

We can assure you, there is nothing wrong with your product. Natural products to tend to have a particular ‘smell’ to them, which is generally attributed to natural products. We do find that in the heat, this smell becomes stronger. This could be down to you being hot as well and potentially sweating during your sleep.

We advise regular airing of products during this time and potentially washing your products, however please read all product washing instructions before you do this! If a product is washed, please ensure that the product is completely dry before you put it back on the bed, shaking the product thoroughly to avoid clumping. Where a product can’t be washed, airing in a well ventilated room or even the garden is just as good.

In some instances, such as with pillows, these may fit in our tumble dryer. As above, please read all product washing instructions before you do this! We do not usually advise to tumble dry natural products, however in desperate situations you could potentially put your pillows in the tumble dryer on a cool, low, reduced temperature spin for a very short time with a tumble drying fragrance cloth. Please check your products repeatedly to make sure they are ok and that there is no scorching to the feathers.

Is a product coming back in stock? When will this be?

Many of our products are core lines and should be in stock. However, we do from time to time discontinue our products. So if you do see a line that is out of stock and would like to enquire about availability, please contact us here.

What is the difference between a mattress topper and a mattress enhancer?

Mattress toppers tend to be of a higher thickness than an enhancer – both add an additional layer of padding and extra comfort. They are especially good for providing extra softness to a mattress that is maybe a little too hard or for extending the life of an ageing mattress.

I stayed at a hotel that featured your bedding and I'd like to buy it. Where can I find it?

Please email hospitality@finebeddingcompany.co.uk with what hotel you stayed at and when and we will get back to you as soon as possible.

I bought one of your products years ago, but I think it has been discontinued. Could you suggest an alternative?

We do from time to time discontinue our products or redevelop them with improved features. Some of our more popular lines and their current or improved equivalents can be seen below.

  • Cotton Embrace Pillows – Clusterfull Pillow Pair
  • Fine Bedding Indulgence Pillows – Aura Pillow
  • Pure Indulgence – Aura
  • Perfect Balance – Breathe
  • Nimbus V-Shaped – FBC V shaped
  • Silk Sensation – K&Q Silk Sensation
  • Cashmere Touch – Smartdown
  • Perfect Comfort – Dual Layer Mattress Enhancer
  • Cotton Touch – Boutique Silk
  • Eden – Hotel Luxe
  • Luna – Spundown
  • Soft As Silk – K&Q Silk Sensation
I suffer neck problems, which pillow should I buy?

We have a variety of neck supprt products, including the Head and Neck Pillow, Dual Support Memory Foam Pillow and the Traditional Memory Foam Pillow, along with various V-shaped back support pillows. You can view the full range here.

Although our products have been designed with these particular ailments in mind, we recommend that you consult your doctor or medical professional before purchase if you are specifically using the product as a tool to reduce pain.

Do you do a 'his and hers' duvet?

We do not provide a ‘his and hers’ duvet at this time

I'd like some advice on which product to buy.

We’re so happy you would like to purchase one of our products, please contact us here and we will be able to tailor our recommendations based on your requirements.

What are your product guarantees?

We have a 10 year guarantee on our Nimbus Gold, Silver and Bronze duvets and you can register your guarantee for these items here. Although we do not offer guarantees on any of our other products, we do recommend the following timescales to replace your bedding.

  • Fibre Duvets – 5 to 10 years
  • Feather Duvets – 7 to 10 years
  • Fibre Pillows – 2 to 5 years
  • Feather Pillows – 3 to 5 years
  • Memory Foam Pillows – 2 years
  • Fibre Toppers – 2 to 3 years
  • Feather Toppers – 2 to 3 years
  • Fibre Enhancers – 3 to 5 years
  • Feather Enhancers – 3 to 5 years
  • Protectors – 10 years

These are only recommended lifespans of our products. We recommend regular maintenance, such as airing and cleaning for optimum results. Details of how to care for your product will be affixed to your product.

What firmness would you recommend for my pillow?

Choosing the firmness of your pillow depends on what position you sleep in.

Soft – If you sleep on your front

Medium – If you sleep on your back

Firm – If you sleep on your side

Shop our full pillow range here.

What is the depth of my mattress topper/enhancer/protector?

Clusterfull mattress topper – 5cm depth with 35cm straps

Dual Layer Topper – 8cm depth with 35 cm straps

Spundown Enhancer – 3cm depth with 35cm straps

All mattress protectors have a 35cm jersey skirt

What is modal?

Modal is a natural fibre derived from wood pulp, which is very soft and beathable. It’s used in fabrics and fillings mixed with cotton or polyester to provide softness or temperature and moisture regulation. You can find modal in our Breathe range.

What makes your nimbus Hungarian products so special?

Hungarian goose feather and down is one of the highest grades of feather currently on the market. They are graded so highly due to their softness, warmth and durability, meaning that they will keep their luxury properties for longer, drape beautifully on the bed and will keep you warm and cosy. We pride ourselves on our ability to guarantee that all our natural filled products are made to the highest quality, using responsibly sourced fillings. We sustainably and responsibly source all of our natural down and feather fill.

Do you do wool products?

The only wool products that we have are part of our Junior range. We offer a Soft Wool Duvet, Topper and Pillow.

Do you do kids/children's nursery products?

Yes we provide a Junior Fine Bedding range, found here.

Which of your products comply with Fire & Furnishing Regulations?

Fire & Furnishing Regulations only apply to pillows and toppers and all our pillows and toppers comply with Fire & Furnishing Regulations. If it doesn’t pass the test, then we won’t sell it to you.

Do you do duvet covers?

At the moment we don’t have duvet & pillow covers in our range.

Does Night Owl come with a pillow?

The Night Owl duvet isn’t supplied with a pillow but it does have a pillow case which can be used to store the duvet when not in use. The double duvet is supplied with two pillow cases.

How do I wash my duvet/pillow/mattress topper/enhancer?

If you have already purchased your product the washing instructions are printed on the sewn in sash label. All washing instructions are also listed on our website on the product information page. PLEASE ALWAYS CHECK THE PRODUCT LABEL BEFORE YOU WASH OR LAUNDER YOUR PRODUCTS.

How do I dry my products after washing?

Generally speaking, we recommend any synthetic duvet that has been washed to be air dried thoroughly to ensure the filling is completely dry. To ensure the synthetic duvet or pillow is completely dry, we would suggest weighing the product before and after you wash and dry the item – if the product is heavier after drying, this implies there’s still water in the product and has therefore not been dried thoroughly. PLEASE ALWAYS CHECK THE PRODUCT LABEL BEFORE YOU WASH OR LAUNDER YOUR PRODUCTS.

Where does the fine bedding source its materials?

We source our materials worldwide and we select our suppliers carefully with careful consideration taking to working conditions.  We are members of Sedex – the supplier ethical data exchange and all our tier 1 suppliers are audited annually by third paries to ensure compliance.

Why do your Junior duvets only go up to 4.0 tog?

Young children cannot regulate their body temperature like adults, which means that they would be warmer under the same duvet than an adult. It is recommended that children 12+ months sleep under no more than a 4.0 tog duvet. Please do not use a duvet for children less than 12 months old to prevent risk of overheating.

Why should children under 12 months not have a pillow?

We don’t recommend that children under the age of 12 months sleep with a pillow due to the risk of suffocation. Children between the ages of 12 months and two years should sleep with a small, lightly filled pillow to prevent neck strain.

I have night sweats. What products do you recommend?

To keep cool in the evening we recommend using a lower tog and selecting a duvet with a breathable fabric or filling which can be washed frequently to be kept fresh. Our Breathe duvet contains modal and can help temperature regulate, search for it in our duvet section.

Do you do V-shaped pillows?

Yes we do have a v-shape back support pillow in The Fine Bedding Company range – you will find it in the pillows section under v-shape.

What size washing machine drum will fit my duvet in?

Because of our specially designed siliconised fibres, our duvets will scruntch down quite small. We recommend that a standard 7kg washing machine will fit our king size duvet or smaller, while 5kg will fit a double or single in. You can see a guide on how to wash your duvet here. PLEASE ALWAYS CHECK THE PRODUCT LABEL BEFORE YOU WASH OR LAUNDER YOUR PRODUCTS.

Do you provide spare storage bags for duvets?

Not at the moment, but this is something we may consider in the future.

What is the best way to dry my duvet?

To dry your duvet we advise either putting this out on a washing line or in a well ventilated room. The duvet must be completely dry before it goes back on the bed in order to avoid clumping. Once the duvet is completely dry, give it a good shake before you put it back on the bed in order to disperse the fibres. Some of our customers have even recommended weighing your duvet before you wash it. That way if the duvet is the same weight or less, you know all the moisture has dried. You can see more details on how to wash and dry your duvet here. PLEASE ALWAYS CHECK THE PRODUCT LABEL BEFORE YOU WASH OR LAUNDER YOUR PRODUCTS.


PROMOTIONS

Why is my promotion code only discounting one item?

Many of our promotions cannot be used on discounted or clearance products, this includes any product where was/now price is present. There may be a time where our promotion disregards this rule and promotion codes can be used on these products, this will be clearly communicated as part of the promotion messaging and within the terms and conditions. Please always check the terms and conditions carefully.

My promotion code doesn't appear to be working, why is this?

Please check the promotional terms and conditions to make sure the promotion hasn’t ended and that the promo code has not expired. If you still think that there might be an issue, please contact us here.

Do you have any promo codes running?

We will from time to time feature promotion codes and discounts. We are currently running a free UK delivery discount on orders over £75. If you would like to check if we do have any promotion codes running at the moment, please contact us here. Alternatively, subscribe to our newsletter to be the first to find out about all our promotions, discounts and sales.


SERVICES

How do I unsubscribe from your emails?

You can unsubscribe from our newsletter by clicking the link at the bottom of any of our emails. Alternatively you can unsubscribe using the links below.

Online Customer

Retail Customer

Hospitality Customer

Where can I find your size guide?

Our size guide appears under every product page on the website, if you scroll down to the bottom right hand side of the page.

Who are your approved stockist/suppliers?

Our approved stockists can be found here.

I'd like to speak to someone in person, how do I telephone you?

We cannot offer telephone support at this time. We apologise for the inconvenience. If you contact us here we will get back to you as soon as possible. We will usually get back to you within one working day.

What types of payment do you take?

We accept the following forms of payment – Visa, Visa Debit , Mastercard , Maestro , Paypal.

How do I register my Nimbus guarantee?

We offer a guarantee registration on all Gold, Silver and Bronze Nimbus Emporium duvets. You can register your duvet here.

Do you take payment over the phone?

We are unable to take any payment over the phone due to security and fraud prevention procedures. If you are struggling to make a payment online, please contact us here.


It's all about
the perks!

Sign up for email updates and be the first to know about new arrivals, special offers and exclusive events.