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Frequently Asked Questions
Copyright DeWoolfson Down International, Inc.


Warranty, Returns and Refunds

Comforter Warranty

The fabric and construction of all DEWOOLFSON down filled comforters is guaranteed to be free from defects and workmanship for a period of ten (10) years from the date of purchase. The use of a comforter cover is required to maintain your warranty. We are not responsible for damage, abuse or improper care, or for fabric worn by perspiration or oils.
This warranty is given in lieu of all other warranties expressed or implied, including the implied warranties of merchantability and of fitness for a particular purpose.

Pillow Warranty

The fabric and construction of all DEWOOLFSON down and feather pillows is guaranteed to be free from defects and workmanship for a period of five (5) years from the date of purchase. The use of a pillow protector is required to maintain your warranty. We are not responsible for damage, abuse or improper care, or for fabric worn or stained by perspiration or oils. All pillows will absorb perspiration and body oils, and we are not responsible for the softening or "breaking in" of pillows as a result.

This warranty is given in lieu of all other warranties expressed or implied, including the implied warranties of merchantability and of fitness for a particular purpose.

Featherbed Warranty

The fabric and construction of all DEWOOLFSON featherbeds is guaranteed to be free from defects and workmanship for a period of five (5) years from the date of purchase. The use of a featherbed protector is required to maintain your warranty. We are not responsible for damage, abuse or improper care, or for fabric worn or stained by perspiration or oils.
This warranty is given in lieu of all other warranties expressed or implied, including the implied warranties of merchantability and of fitness for a particular purpose.

Comforter Warranty

The fabric and construction of all DEWOOLFSON silk filled comforters is guaranteed to be free from defects and workmanship for a period of five (5) years from the date of purchase. The use of a comforter cover is required to maintain your warranty. We are not responsible for damage, abuse or improper care, or for fabric worn by perspiration or oils.
This warranty is given in lieu of all other warranties expressed or implied, including the implied warranties of merchantability and of fitness for a particular purpose.


Linens

Sateen refers to the weave of the fabric, not the fiber content. Cotton sateen weaves are produced by interlacing long floats of cotton yarn over the face of the fabric. It results in a soft, supple fabric with a subtle gloss. It is a version of the satin weave.
In order to assure uniformity of all linens of the same color and collection, be sure to order all items at the same time. For example, if you need two shams and a coverlet from the same collection and color, try to order all items at the same time. If you order the shams at a later date, there is no guaranty that the colors will be an exact match.
Dry Clean Only. While in some cases some manufacturers state that cool water wash is appropriate for silk sheets, NEVER WASH A SILK FILLED COMFORTER OR PILLOW.
The use of face creams containing Benzoil Peroxide, Alpha Hydroxy or other similar ingredients, as well as teeth whiteners, will cause white and/or yellow staining of all fine bed and bath linens, including white and colors.

Yes. New sateen sheets do have a gentle shine but that will disappear after washing. However, the fabric will actually become softer and more supple with use. To return some of the luster, remove from dryer while still slightly damp and iron on cotton setting.

With proper care, your investment in fine linens will last many years. All linens that we sell are packaged with care instructions and many have sewn-in labels with laundering instructions/symbols. Please follow your manufacturer's recommendations. Although historically matelasse fabrics are dry clean only, many today are machine washable. If your matelasse is machine washable, may we suggest The Laundress line of fabric care detergents, which are formulated for each fabric and proven to clean gently. Always read your product's cleaning label before choosing a method of cleaning.

While you should always follow your manufacturer's recommendations, we DO NOT recommend bleach in any form, even for whites. We find that bleach can eventually yellow even white linens, cause damage to the yarns and decrease the life of your fine linens. Use cautions: we recommend that you NOT use any laundry detergent that contains bleach for any fine linens. May we suggest The Laundress line of fabric care detergents, which are formulated for each fabric and proven to clean gently.

LAUNDERING INSTRUCTIONS
With proper care, your investment in fine linens will last many years. All linens that we sell are packaged with care instructions and many have sewn-in labels with laundering instructions/symbols. Please follow these guidelines. We recommend laundering unless dry cleaning is specifically recommended on the product. Unless otherwise specified, all fine linens should be laundered separately on a gentle cycle in warm water. May we suggest The Laundress line of fabric care detergents, which are formulated for each fabric and proven to clean gently.

DO NOT BLEACH OR USE DETERGENTS THAT CONTAIN BLEACH OR WHITENERS.

WARNING: The use of face creams containing Benzoil Peroxide, Alpha Hydroxy or other similar ingredients will cause white and/or yellow staining of all fine bed and bath linens.
Dry on low heat and remove promptly. Smooth out wrinkles, fold and enjoy. Almost all better quality linens are made of 100% cotton. Cotton is the most comfortable of all fibers. Most of our customers simply enjoy their linens, and do not worry about ironing. The "rumpled" look is expected.

SHRINKAGE
Shrinkage can range from as little as 2% to 4% or has high as 10%, depending on the fibers used. Hot water and excessive heat will greatly increase shrinkage.

These rugs may be machine washed on low temperatures and gentle cycle. Please use gentle detergents. May we suggest The Laundress line of fabric care detergents, which are formulated for each fabric and proven to clean gently. Do not use bleach, detergents containing bleach, or liquid fabric softeners. Tumble dry on low temperatures; shake rug after drying to re-fluff pile. Do not vacuum.

We recommend cold water wash. Tumble Dry at low temperatures. Do not wash towels and rugs together. Always wash towels separately from other home textiles and garments (Zippers, hooks, snaps and Velcro can pull terry loops.) Use maximum water and ½ the recommended detergent. Do not use detergents with “Brighteners” or “Bleach Alternatives” – these can remove color. May we suggest The Laundress line of fabric care detergents, which are formulated for each fabric and proven to clean gently. Do not use fabric softeners. They clog cotton fibers and prevent them from wicking moisture. They can also remove color from the rugs and towels. Never use bleach, even on white rugs and towels. Certain cleaning and hygiene products contain ingredients which cause bleaching or staining, some of these include: blemish creams, products containing alpha hydroxyl and fruit acid, hair coloring products, some bathroom cleansers and teeth whiteners. Never vacuum rugs. Do not Dry Clean. Do not iron.


Down Comforters

First, if properly covered with a protective duvet cover, comforters need very infrequent cleaning. When you must clean it, we suggest that you have your comforter professionally laundered in water (after all, geese do live in water). We do NOT recommend dry cleaning fluid. Please contact our down specialists for ideas, suggestions or alternative cleaning methods. Comforters should not be washed at home. Down comforters are too large for home washers, and if the fabric is torn by the agitator the down can escape, damaging your washer and possibly causing the water to back up into the laundry room. Down comforters must be dried thoroughly, often requiring several hours in a large format or commercial dryer set on low heat. Drying time will depend upon size & weight/warmth level. Remove frequently throughout drying process to fluff. As it dries, the comforter may expand so much that it will block the escape of hot air from the dryer, resulting in a scorched comforter and a high risk of fire. Do not leave any down product in a dryer unattended. After washing, do not store in plastic, but allow to air for several days. Your DEWOOLFSON Down product came with a breathable bag. 


If you need assistance in cleaning your comforter, please call us at 1.800.554.3696

Duvet is simply the French word for down, but it is commonly used to refer to a comforter. A duvet cover is a comforter cover that protects your comforter and can be removed for regular washing. And it can be color coordinated to your bedroom. A down comforter with a duvet cover can become your bedspread, blanket, and top sheet - all rolled into one. It's a fun, cozy way to sleep.

We recommend that your duvet cover be made from light weight, sheet-type fabrics, preferably from cotton or even silk. The lighter the better. While tapestries and matelasse are fine for coverlets or bedspreads, they are too heavy to sleep under comfortably. We also caution against using heavier weight chintz fabric, such as that used for upholstery or draperies. It also is too heavy for good sleeping. Most Americans prefer to sleep with an additional top sheet, so they will have to launder their duvet cover less frequently. But for a really cozy sleep we highly recommend that you be daring - sleep under the duvet cover without a top sheet. It's lighter, less restricting, the traditional European way, and our favorite.

Yes, we do. You are probably referring to the comforter widely used in Germany that is 135 x 200 centimeters, or 54 x 78 inches. This Daunendecke is just large enough for one person to wrap up in to sleep, and is often preferred over those in the U.S. that cover the entire bed. With a duvet cover it is like wrapping up in a big jelly roll! They can be filled to any weight, although the ones used in Germany are quite full. If you want them as thick as they use in Germany, then it would need at least 60 ounces of white goose down fill. Prices are comparable to those comforters shown in our regular line.

German 54” x 78”
Twin 68” x 92”
Queen 92” x 92”
King 110” x 92”
Cal. King 107” x 96”
Des. King 115” x 96”

General Questions

Yes. We are delighted to ship internationally. We can ship via UPS, FedEx, or through the postal service. We can also provide door to door delivery via commercial air carrier to Japan or via truck to your customs agent in Mexico. The customer is responsible for import duties and local taxes.

DEWOOLFSON is the name of the company founder's family. The family lived in London during most of the 19th Century. One of the sons of Theodore DeWoolfson and Maria Estevan arrived in the United States around 1910 on the Cunard Line's Lusitania.

We have been filling and finishing down products for the home since 1982 and have had fine linens stores in the Carolinas since 1985.

Check us out with the following local chambers: The Boone Area Chamber of Commerce, Boone, NC, (1.828.264.2225); The High Country Host, Boone, NC (1.800.438.7500); The Avery County/Banner Elk Chamber of Commerce, Banner Elk, NC. Our parent company, DeWoolfson Down International, Inc. is listed with Dun and Bradstreet.

It's simple. There is no need to login before shopping. Just place items in your cart and checkout. At check out you will be prompted to create an account or login using your prior account information. With your account, you will be able to later login from the home page to track orders or view history.


Down Pillows

Simple. The absorption of body oils, perspiration, and humidity through the cotton shell and into the down cause a pillow to break in. A pillow protector will help protect your down pillow, provided you remove it and wash it often. We've noticed that down pillows last far longer in dry climates and in air conditioned bedrooms. Oils and humidity are their enemy, working their way into the fill causing it to mat, clump and deteriorate. But remember, this happens to synthetic pillows as well. Consider the relative cost of your pillow to the years of comfort and use you will receive. It seems reasonable that a pillow, like everything else, should be replaced after its usable life.
While we hear of customers who have great success in washing pillows, we have many who tell us that it is extremely difficult. And it can be dangerous to your home washer. First, we do not recommend doing it at home or in an agitator machine. If the agitator tears the fabric, and the down escapes, it can block the water exhaust and overflow into your home. This is especially likely to happen with older pillows whose fabric is weakened from oils, perspiration, and age. Next, pillows tend to trap air and "balloon," causing them pop out of the top of the washer. So, we recommend washing only in a front loading commercial washer, using regular detergent. But even here, be sure that the fabric is not too old or deteriorated from body oils or weakened from age. When the pillows are wet you will smell a pungent odor. This odor is natural with all down products, and will disappear when the pillows are completely dry. Be certain to dry the pillows very thoroughly so that they don't mildew. This will take three or four hours in a large commercial dryer on medium heat. Pillows in a hot commercial dryer can easily burn so be careful. Do not leave them unattended in the dryer. Take them out and fluff regularly when drying and check for overheating. If too many pillows are placed in the dryer the hot air cannot escape and a fire is possible. Finally, the downproof ticking on good quality pillows does not want to let water pass through, nor let the oils or dust inside escape. For most people, the answer is to use a good quality pillow protector, wash and change it weekly with your laundry, and discard the pillow when its life expectancy is over.
Sorry, but getting mildew out of down is one thing that we've not been able to do. Please store all down products in a dry place.

Featherbeds

Our featherbeds are available in your choice of 10%, 20% or 50% white goose down blended with small, delicate white goose feathers. Featherbeds are made of feathers because they offer more support than down. You would probably sink into a down bed so far that you couldn't get up! And it would take so much down to support your body weight that a 100% down bed would become prohibitively expensive.
Simple, and common sense. It may look good in the photographs, but it is unnecessary and impractical, and serves little purpose. The fabric wall comprising the outer edge of the featherbed will just not retain its shape under full body weight. It simply collapses underneath your cover or fitted sheet. Then you can feel two rows of piping and stitching, together with the extra band of fabric, gathered under your sheet and protruding from the side of the bed. DeWoolfson has a simpler and more comfortable idea: We cut our featherbeds large enough so that when filled they "draw up" to the exact size of your mattress. And the single "knife" edge of pipping lays flat against the corner of your mattress virtually undetectable under your sheets. This makes common sense. . . and after all, we think all of our customers should sleep like the princess and the pea.

Down and Downproof Fabrics in General

ARE YOU ALLERGIC TO DOWN . . . OR TO MOLD?
Before we talk about allergies to down, keep in mind that there are probably more people allergic to mold or dust mites than to new down fill. We often hear stories of someone who won't sleep on a new down pillow because they once had an allergic reaction to one while sleeping at "Grandma's house." Before you give up the great comfort of a down pillow, consider whether that old pillow was stored in damp, mildew-prone area of the house. If so, you may not really be allergic to down at all.

USE OF THE TERM HYPOALLERGENIC:
DeWoolfson Down will never use the term "hypoallergenic" with regard to any down or feather product because we do not believe that the use of the term is appropriate. Anyone who is allergic to goose dander is simply going to be allergic to goose down. There is no scientific basis for concluding that washing and rinsing down, no matter how well, or by treating it with any solution, will remove 100% of the dander, or result in hypoallergenic down, and we encourage you to beware of claims otherwise.

To illustrate, if you are allergic to eggs, there is no way to process them, treat them with chemicals, cook them or bake them, that will prevent an allergic reaction. Indeed, science tells us that we would have to alter the DNA molecule in order for someone with true allergies to no longer be affected by that allergen. An impossible task indeed. It is common sense that washing down and feathers will not prevent it from causing an allergic reaction in those truly allergic.

WASHING AND RINSING:
DeWoolfson Down's quality fills do go through state-of-the-industry washing and processing in German-made down soaps, containing surfactants and emulsifiers, and using German-made equipment. Our down undergoes multiple washing and rinsing cycles, to assure cleanliness and sanitation. Air drying includes a specialized de-dusting vacuum system that further removes dander and fine particles. Despite this level of cleaning and processing, we will not label even our finest down fills as "hypoallergenic".

DEWOOLFSON USES NO CHEMICAL FUNGICIDES OR MOLDICIDE IN ITS FILL:
We believe that some companies using the term hypoallergenic are referring not to allergies to down, but to allergies to molds or spores that can form in pillows or comforters that are not properly cared for. We have seen claims that some down is treated with moldicides and fungicides that will retard the growth of bacteria and spores. In using the term "hypoallergenic" these companies may be referring to allergies caused not by down, but by mold. Our experience has shown, however, that these chemicals are toxic and not something that we, or our customers, would want to sleep under every night. We know of one case where an employee was exposed to these chemicals, causing burn-like blotches that required several weeks of treatment. It's far easier and safer to just store your down products carefully, and like anything else, away from damp areas.

DUST AND DUST MITES:
Keep in mind that many people truly are allergic to dust and dust mites. While mites can attach to the surface of the comforter, scientific studies done in Europe have shown that dust mites cannot penetrate the downproof fabrics used in down comforters, pillows or featherbeds. We recommend a good duvet cover that closes securely and is laundered often. DeWoolfson pillow protectors are made from downproof fabric and are inherently dust mite proof.

In conclusion, if you are truly allergic to down, then we recommend that you select another product. For instance, we offer a silk filled comforter that is hypoallergenic and a natural alternative to down. Silk is one of the purest fibers, unable to lint and containing absolutely no dander.
Those dark spots that you see through the fabric are dark clusters of down. They are found in all white goose down, regardless of quality, and the more you press on the fabric the more you'll see them. Just like we get gray hairs, even white geese get some gray clusters as they get older. They are not feathers, and the fill is not inferior in any way. Indeed, if you were to open the pillow and allow the down to expand you probably wouldn't see them at all. They are usually only visible when compressed under fine, white fabric.

Placing reliance on thread count as an indicator of the downproof quality of fabric is a mistake. What is important is the type and size of yarn, the density with which it is woven (which is a different issue than thread count), and the specialized finishing techniques needed to insure the fabric's downproof qualities.

We use several different types of fabrics on our comforters. Most of the down products shown on this site are made from fabric woven by various European mills, many of which are still family owned, and that have been weaving downproof fabrics for over a century. These fabrics offer the ideal combination of downproof qualities, strength and durability, and fine hand. Their downproof character is derived from the fact that they combine the appropriate size yarn necessary to provide durability over years of use with a dense weave.

While our thread counts range generally from 226 to over 400, we do not think that consumers should focus on this issue. In our years in business we have seen high thread count fabrics woven by less experienced mills, or with inadequate quality control or finishing process, that have leaked down excessively. Our experience is that thread counts under 300 actually provide the best combination of durability, absorbency, performance, and feel. Fabric can be woven densely at 226 threads, or at 400 threads. But in order to weave more threads per inch, each yarn has to have a smaller diameter. This results in a cloth that is too fine and delicate for the heavy use that pillows and comforters take at night. The fabric must be durable enough to hold down and feathers, to hold the stitching over many years of "tossing and turning" and to withstand exposure to perspiration. Indeed, the weave in our 226 thread count cambric is actually "tighter" than most fabrics that are advertised at twice the thread count; it's just that the yarns are of the optimum size and density.

Additionally, the fabric is calendered in the finishing process by being put under tremendous pressure and heat to assure complete downproofness and fine touch.

The thread count on the pillows ranges from 226 to a 280 thread count twill, and we do match the weave to the relative percentage of down and feather blend being used. Every blend of fill requires a different fabric. We would never suggest making a pillow out of fabric above 300 threads per inch.

All of our pillows, and all of our comforters made from European fabric, carry our Confidence in Textiles guarantee that they have been produced according to strict European environmental standards, with no heavy metals such as Chromium, or other harmful chemicals such as formaldehyde or chlorine.

We would be glad to send a swatch of fabric to you for your inspection.

WHAT IS A LAW LABEL?
A “law label” is a disclosure label required by state law to be sewn into every bedding product made of filling encased in an outer cover. This includes comforters, pillows, featherbeds and mattresses. The label must disclose, in language specified by law, the type of filling, and in the case of down products, the exact percentage of down and feathers. This is the best way to determine the exact contents of the product you intend to buy – because advertising and packaging regulations are vague and rarely enforced.

Law labels may be attached only by bedding manufacturers and others licensed to do so. The agencies which license manufacturers and regulate the content of their law labels are usually a part of a state’s department of public health.

HOW DO I TELL HOW IF MY PRODUCT REALLY CONTAINS DOWN OR FEATHERS?
First, understand three terms: down, feather, and fiber. Down is the soft, fluffy cluster taken from the undercoating of geese or ducks (and it is many times more expensive than feather). Feathers are the bird's outer covering, and have a hard, spiny quill. Down has little weight, but great insulating abilities. Feathers are relatively inexpensive, but are heavy and do not insulate nearly as well. Fiber refers to pieces of damaged or broken down cluster or feather. ALL THREE OF THESE ARE PRESENT IN PRODUCTS SOLD AS “DOWN.” This is because the mechanical process used to sort down from feathers is not perfect. And some feathers and fiber, in a trace amount, will always remain in the purest down fill. So, it is inaccurate and contrary to law, to state that a product contains "All Down," "Pure Down," or "100% Down." Don't let a sales person tell you that it does.

Recognizing that all down products contain some trace of feathers and fiber, new regulations require manufacturers to tell you the minimum percentage of down cluster in the product. As long as it contains at least 75% white goose down cluster, the product may be labeled as "White Goose Down." However, that label must also state, in slightly smaller typeface, that the product actually contains "minimum 75% down.” (75% down is actually pretty average for most down products offered for sale in the United States today). A better quality down that measures 650 fill power might be labeled as "minimum 85% down" cluster. Thus a typical 650 fill power down pillow might be labeled as follows:

This product contains all new material
consisting of
WHITE GOOSE DOWN
(minimum 85 percent down)

The 85 percent does not mean that the product is inferior. Indeed this item would contain over 13 percent more "down" cluster than the 75% minimum that is required by law. And remember, any product with 85% down cluster would have such a small trace amount of feather and fiber that it would be virtually undetectable. Moreover, it is practically impossible to mechanically sort the down better than 90 to 95 percent (about a 750 fill power down rating).

WHAT NEED NOT APPEAR ON A DOWN LAW LABEL?
Although every state has different disclosure requirements, many states do not require that the color or the species of the bird be disclosed. For instance, many states allow the use of the term “White Down” without stating if it is made of goose or duck. Similarly, many states allow the term “Goose Down” without disclosing if it is gray or white. Beware of feather pillows labeled "Crushed feathers" as they are made of large feathers in excess of the legal limit to be sold as whole feathers, and had to be crushed in order to be used.

Of course, there are many variables that determine the quality of a down or feather fill . . . .and in the end, the best advice is to purchase only from a manufacturer that you trust.

DEWOOLFSON uses only down and feather fills that originate from Europe. All fill is sterilized, washed, rinsed and sorted in the USA.

The fill is washed in state-of-the-art equipment, using quality soaps, emulsifiers, and solutions designed for cleaning down fill. All fill is subjected to continued cleaning and rinsing cycles to assure cleanliness and purity, and processing is subject to the supervision of the state's health department. The fill is then carefully sorted to separate down from feathers, according to DEWOOLFSON’s quality standards.