We make every effort to accurately fulfill your order to your satisfaction. If you are dissatisfied with a product from All About Down®, please allow us to make it right. We are a small business with a personal interest in each product we sell.
Call us at 206-784-3444 or 1-888-289-3696, or email us at Jack@allaboutdown.com to discuss your order if you would like a replacement or refund. To be eligible for a return, your item must be in the same condition that you received it. Gift cards cannot be returned.
You will be responsible for paying for your own shipping costs for returning your item. If you are shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your return.
Send your return to:
All About Down®
352 N 78th Street
Seattle, WA 98103
New Down Comforters and Pillows
We will accept returns of new products in good condition for six months after their purchase. Please call first to discuss your return, then send it to us, and keep your shipper’s receipt until you have received your exchange or refund. We will issue a refund using your original method of payment. Please include a contact phone number or email address in case we have any questions about your return. NOTE: Shipping costs will not be refunded.
New or Re-covered Pillow Adjustment
We will adjust the fill weight of your new or re-covered pillow one time without charging for labor within six months of purchase. You must pay for any goose down that we add. After the first adjustment, there will be a charge for labor plus any additional down.
Down Comforter Adjustment
We offer our customers the opportunity to try a down comforter before it is stitched into squares and locking the down into place, to make sure it is the right fill weight. Once we’ve top-stitched the comforter, there will be a substantial charge for unpicking the stitching to add or subtract down.
If you have us remove goose down, we can bag it up and return it to you, or use it make other items for you. We cannot refund you for the down that we have removed, nor buy it back.
We use a mild and natural soap to wash down items. Due to the gentleness of the process, we cannot guarantee that all stains will be removed and will not refund the cost of washing for this reason.
There is always a small risk when washing down items. We will examine your item and let you know if we don’t think it will hold up in the cleaning process. If you go ahead, we will not be responsible nor provide a refund if a seam comes apart, the down shifts or baffles tear inside a comforter or sleeping bag. It is often the case that the baffles are damaged before we see them. We will let you know.
Washing sleeping bags, coats, vests, pants, snowsuits made from semi-permeable or waterproof membranes such as GORE-TEX™ carries the risk that the fabric will delaminate. We are not responsible for manufacturers’ defects that can cause this to happen, nor will we provide a refund.
We cannot accept returns of custom orders. Before we accept a custom order, we discuss with the customer in great detail the cost and the nature of the work to be done. We do our best to communicate beforehand how your custom order will turn out. Once a customer has approved the work order, either verbally or in writing, the custom item or service is considered sold. There are no refunds.
There are no returns on custom products, renovations, re-coverings, or repairs once you have agreed to the order; however, we will work with you to try and make you satisfied.
If you buy a new pillow from All About Down® and find that you want it softer or firmer, we will add or remove down from your pillow one time at no charge. We call this our "Comfort Guarantee". We charge a small fee for each adjustment we make after the first one. There will be an additional cost if we add goose down or feathers. We do not buy the down that we remove from your pillow. We can use it to make another down product or will return it to you.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Jack@allaboutdown.com or 206-784-3444.