Frequently Asked Questions
DELIVERY & RETURNS
How do I return an item?
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?
Yes, we do offer Priority Next Day by DPD (Delivery in 1 working day)
* Same day dispatch if ordered before 12 noon Monday to Friday excluding Bank Holidays
Do you deliver to Northern Ireland ?
Due to Brexit changes we're unable to process deliveries to Northern Ireland - however you can purchase a wide range of Fine Bedding Company bedding on our customers website here who are based in Northern Ireland.
Do you deliver to the Channel Islands?
Due to Brexit changes we're unable to process deliveries the Channel Islands.
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 dispatched. 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 email@example.com 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?
You are able to return your item if it is unused and sealed in its original packaging within 14 days of the original purchase. You will be responsible for the cost of returning the item unless of course there is a fault with your product where we will arrange the return.
When will I receive my refund?
A refund can take up to 14 days and this can differ depending on your bank.
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.
Only part of my my order has arrived. What should I do?
Please note we are currently experiencing a high volume of orders so there is a chance your order will arrive in multiple deliveries. If your full order doesn't arrive within 5 working days of purchase, please contact us via email or our live chat function.
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?
Standard delivery costs £4.95 if the order value is below £75.
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.
NIGHT OWL PRODUCTS
How do I wash and dry my Night Owl Duvet?
We've thoughtfully designed them to easily fit into standard domestic washing machines (7 kg+ capacity). We use innovative compressible fibres; allowing the duvet to squash into the drum with ease yet return to its original plump and fluffy state after the washing cycle. We recommend using an energy friendly 40°C temperature setting and without excessive amounts of detergent. Night Owl duvets are tumble dry safe, we advise using a cooler setting where possible – our Linens range can be dry and back on the bed in as little as 90 minutes and 120 minutes for our Cotton Waffle range. Alternatively, you can line dry Night Owl; either way, make sure that it is thoroughly dry before reusing to avoid fibres clumping together.
What size washing machine drum do I need to wash a single, double or king?
We recommend all our Night Owl duvets are washed in +7KG drums which is classed as a UK standard sized domestic washing machine.
Do I need to tumble dry Night Owl duvets or can I air dry it?
Our duvets can be both air dried and tumble dried using a cooler setting. We always encourage a more environmentally friendly air dry which is quick and easy for our Linens range. Our Cotton Waffle range takes longer to dry due to the nature of the cotton fabric. Please ensure it is thoroughly before reusing to avoid fibres clumping together.
Do you make Night Owl duvets in a super king size?
We currently do not offer a Super King size in our range however we are working on it!
Why do you only have King size Night Owl’s in certain colours?
Not all our Night Owl fabrics have the same width and therefore we are unable to offer them in the larger sizes.
How do I get in touch?
You can contact us using the quick chat function at the bottom right hand side of the screen to directly speak to a member of the team. Please note we will only be available to reply between 9am-5pm (9am-3pm on Friday). Alternatively, you contact us at firstname.lastname@example.org and our customer service team will get back to you as soon as possible.
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.
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.
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?
Do you take payment over the phone?
ECO & SUSTAINABILITY
What is GRS?
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?
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.).
RETAIL & HOSPITALITY
I'd like to stock your products, who do I contact?
I want to feature your products in my hotel, how do I go about this?
Please email email@example.com stating all relevant information and we will get back to you as soon as possible.
What is a 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.
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 Feather & Down duvet is 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.
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 firstname.lastname@example.org with what hotel you stayed at and when and we will get back to you as soon as possible.
I suffer neck problems, which pillow should I buy?
We have a variety of neck support 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.
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 modal?
Modal is a natural fibre derived from wood pulp, which is very soft and breathable. 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.
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.
How do I wash my duvet/pillow/mattress topper/enhancer?
All of our products can fit into a standard washing machine (7 kg), however for best results we recommend washing larger togs and sizes in a large capacity machine (10 kg). Larger togs and sizes are 10.5 tog super king, 13.5 tog king & super king.
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 parties 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.
What size washing machine drum will fit my duvet in?
Because of our specially designed siliconised fibres, our duvets will scrunch 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.
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.
What's the minimum order value to redeem a 'refer a friend' code?
The minimum spend must be £60 in order to validate the discount.
Unable to find satisfactory answers?