Frequently Asked Questions

We recommend professional cleaning for all our feather filled products as washing in a standard washing machine can destroy the natural construction of the feathers. This can reduce the loft of the duvets and pillows as well as their lifetime. Our products are manufactured to the highest quality and if care is taken when cleaning, we guarantee you will have many years of pleasure from them.

The fabric we use is 100% down proof cambric cotton with a thread count of 233.

The internal wall height of the baffle boxes are approximately 3cm.

Fill weights vary according to the size. They are as follows:

Single- 900g
Double- 1200g
King size- 1500g
Super king size - 1700g
Goose down pillows - 500g

We are afraid that any bespoke products made specifically for our customers are non-retunable as they have especially been designed and made to suit your requirements. If you were to return them we could not sell them on. However, although we have never to date received a complaint, we will be happy to alter the product until you are fully satisfied.

A lot of people are allergic to feathers in which case we would recommend you to use synthetic duvets and pillows. However if it's dust mite allergies you have then it has been shown that the rigorous washing of the feathers and using down-proof cambric cotton makes feather bedding a better option as the tightly woven cotton not only helps by preventing feather quills coming out of the duvet but also helps by acting as a barrier for any dust mites to get into your duvet or pillow. This has also been mentioned in the Allergic Living Journal
http://allergicliving.com/index.php/2010/11/22/dust-mite-allergy-uncovered/?page=2

Yes no problem. If you find you need to change your order please contact us immediately on 0208 331 0888 Monday-Friday 9am-5pm and Saturdays 10am-1pm. It depends on what stage the order has got to. As long as it hasn’t despatched we will try our best to amend it accordingly. We do try to get your goods to you as soon as we can so the packing process is very short. Please contact us as soon as possible.

For bespoke orders, you can change your order up until we start production of your item. As long as the item is not cut and production started, we can change the design if need be.

I'm afraid we are an internet site only. If you need your goods urgently, as long as we have your order placed by 12 noon, we will try our best to get your goods delivered the very next day for £9.95.

You are welcome to call us on 0208 331 0888. Our office is open Mon-Fri 9am-5pm and Saturday 10am-1pm for telephone orders or answer any queries you may have. You can also leave a message on the phone at any time and we will be happy to call back to assist you further.

For any orders placed on the internet or on the telephone, we accept all major credit and debit cards. Goods are dispatched as soon as the transaction has gone through and payment is cleared. If you would like to pay by cheque, please call us on 0208 331 0888 and place your order over the phone. As soon as the cheque has cleared we will despatch your goods.

If you prefer to pay using a cheque then please call us to place an order on 0208 331 0888. We will send you a confirmation email and an address to post the cheque to. Once we receive the cheque and it has cleared, we will dispatch the goods.

We use Sage Pay who supply secure online credit card and debit card solutions. Sage Pay has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI) and are VeriSign Secured. As of 25th September 2007 we have added 3D Secure to the site. This provides extra security for YOU - our customers to ensure nobody is using your credit or debit card fraudulently on the site. 3D secure is the internets version of chip and pin. If you have not yet registered the site will automatically take through the process prior to processing the payment. This gives you greater confidence when shopping online with us.

Our online system has been set up to accept all Visa debit and credit cards including Visa Electron. It also accepts Maestro, MasterCard and Solo Cards. To ensure the maximum security for all our customers and to minimise any possible fraudulent activity, we have implemented 3D Secure onto our site. This may cause a problem if you are using any card which is not part of the 3D secure scheme. At present, we cannot accept JCB, Diners Club International or American Express online. However, we can process transactions using JCB and American Express cards manually. Please call 0208 331 0888 Mon-Fri 9am-5pm and Saturday 9am-1pm and we can take your order over the phone. If you are still experiencing problems please call our office and we will be happy to help.

If for any reason you wish to cancel your order you can do so up until it is at despatch stage. Please contact us immediately on 0208 331 0888 Monday-Friday 9am-5pm and Saturdays 10am-1pm. As long as the order has not been despatched we can cancel it for you. If it has been despatched then unfortunately it will be delivered and you will incur the delivery cost. The goods will then have to be returned to us in line with our returns policy. Please see our terms and conditions for more information.

For bespoke orders, orders can be cancelled as long as the product has not begun production. If the product has been cut to size, it cannot be cancelled or refunded (please see terms and conditions for more details). We will always try our best to accommodate wherever we can so if we can save extra costs being occurred, we will always try for you. Please call us immediately on 0208 331 0888 if this is the case.

If you would like to use our services for bespoke soft furnishings, or for wholesale enquiries, please email us at enquiries@autumndown.co.uk or call us on 0208 331 0888 Monday-Friday 9am-5pm and Saturdays 10am-1pm where we will be happy to take your order or assist you with advice.

If you have any questions or difficulties placing an order, again please call us on 0208 331 0888 Monday-Friday 9am-5pm and Saturdays 10am-1pm where we will be happy to assist and advice you. Outside of these times, if you have an urgent questions or requests, please email us at enquiries@autumndown.co.uk . We do receive emails promptly and will respond via email or telephone as appropriate as soon as we can.

At your leisure browse though our website by clicking on the menu across the top of the page. Select your product, size and quantity and select ok. These items will now be added to your shopping basket.

If you know exactly what you are after, click on the search button and type in your required product. Click on the size and quantity and these products will be added to your shopping basket.
When you are happy with your selection, click on the “Checkout” button and follow the simple instructions. Your contact details and delivery instructions will be requested follows by our secure Sage Pay checkout process.

If you would like to use our services for bespoke soft furnishings, or for wholesale enquiries, please email us at enquiries@autumndown.co.uk or call us on 0208 331 0888 Monday-Friday 9am-5pm and Saturdays 10am-1pm where we will be happy to take your order or assist you with advice.

As soon as your payment has cleared (dependent on how you choose to pay for your goods) We try very hard to ensure all orders are dispatched promptly. Standard delivery £6.99 will take 2-3 working days and next day delivery £9.95 will be delivered next day as long as we receive your order by 12 noon Mon-Fri. Next Day orders placed by 12 noon on Friday will be delivered on the following Monday. Deliveries to Ireland, Channel Islands, outreach area of Scotland, Isle of Wight and Isle of Man may vary according to your postcode. For confirmation of delivery costs and timings please call 0208 331 0888, Mon-Fri 9am-5pm and Saturday 10am-1pm. At any other time, please leave a message and we will call you back.

Yes, we can ship a product anywhere in the world however, delivery costs are calculated according to the weight of the product. So every order outside of the UK will need to be priced according to your requirements. For overseas orders please call +44 (0) 208 331 0888 to check delivery costs and place your order over the phone. Orders can only be accepted in sterling and VAT will be charged within the EU at the prevailing rate. Orders outside the EU will be exempt of VAT.

Please note if your credit card is in any other currency, the exchange rate will be that of your card issuer and you may be charged an international fee by them. Local import duties may be payable on receipt of goods. Delivery charges will be dependent on weight of parcel to your destination address.

Yes you can choose to deliver to a different address from your invoice address however, if it’s the first time you are placing an order with us we will call you to confirm this for security purposes. After this time, just log into your account where your details will be stored and just select which delivery address you would like your products to be delivered to.