All our down coats are water- and wind-repellent. After washing your coat, you may need to apply a reimpregnation coating to the coat in order to maintain the water-repellent function.

Our down coats have different fits and sizing: Straight, Relaxed and Regular fit.

Each coat has its own Size Chart, where you can find the measures in different sizing for the coats. The best way to choose the correct size, is to take help from the Size Chart. You are also always welcome to contact us joutsenshop@joutsen.com for advise.

There's a common misconception that down and feathers are the same thing. In fact, they're quite different. Feathers are the outermost layer of the bird, which most of us recognize by its appearance. The feathers protect the bird from water and wind. The down on the other hand, is the soft, warming, undercoating of the bird. Down is bushy and looks like small fluffy tufts, it weighs almost nothing. This is also the reason why our down coats are so light yet warm. All our down coats are filled with 100% down (EN12934)

Yes, all our products can easily be washed in the washing machine, thanks to the high quality. Make sure to check the wash temperature and follow the product's washing instructions.

Carefully cleaned down does not cause allergies. Thanks to Joutsen's unique refining process, which includes double dust removal, and in addition, warm water pampers our down and perfect purity is ensured in a 125 °C thermal treatment, the down and feathers used in our products are completely clean and non-allergenic. In practice, the purity of the Joutsen down is unique as it is 100% dust-free. The down has also been meticulously cleansed of all sensitising ingredients which could cause allergic reactions.

We are the first manufacturer of down comforters and down pillows to be awarded the Finnish Asthma and Allergy label. The label granted by the Allergy, Skin and Asthma Association in Finland shows that the product is clean and suitable for allergy sufferers.

We use down from duck, goose and eider in our products. Our duck and goose down are sourced from Finland, France, Spain and Poland. Our eiderdown collected from the Finnish archipelago after the nesting season, is used only for the most luxurious bedding. All down and feathers used in our products are of the highest quality. We use only the best down types in the world.

All down used in our products come from selected European partner farms. The origin of the down can be verified and traced. Therefore, all the down used in our products comes from farms which provide good, natural living conditions – this is the only way to produce high-quality down.

We only use down that is the by-product of meat production. Joutsen has utmost respect for animal welfare. We have never used and will not accept plucking from living birds.

According to the Finnish consumer protection legislation, Joutsen Web Store customers have the right to return or exchange any product within 14 days of delivery. If you wish to return your order, please contact our customer service at joutsenshop@joutsen.com.

The customer has a right to return a product if:

• The order has been cancelled according to the terms and conditions by notifying Joutsen within 14 days of delivery
• Returned products must be unused, clean and undamaged with original tags and packaging. In other words, they must be in the condition they were in when received by you, and all the parts of the product are included in the package
• The product has been repackaged into its original package or an equivalent.
• The product must be returned immediately after notifying Joutsen of a return

Notice: Personalized products or products, which are produced or altered according to the customer’s wishes are not eligible for returns or changes.

Please note that we can only accept products purchased from the online store and that products ordered online cannot be returned to any Joutsen retail outlets or any Joutsen departmental counters.

TO RETURN OR EXCHANGE YOUR PRODUCTS:

• Order confirmation is required document for processing returns. Please remember to print out a copy of your order confirmation as a proof of purchase. Don't forget to write down the reason for the return. Place your order confirmation along with the items into a package.
• You will be responsible for paying the shipping costs for returning your item.
• Using a trackable shipping service is required. It´s also recommended to purchase shipping insurance.

Send your return to:

Joutsen Finland Oy
Pakkaskatu 6
11120 Riihimäki
Finland

Please mark sender´s reference “Web Store return” to your return label.

• If you return or exchange an item, you are responsible for the risk of possible damaged item or lost goods. Return or exchange of damaged item will not be accepted.
• When we have received your returned items, the order amount including original shipping cost will be refunded. When returning part of your purchase, the original shipping cost will not be refunded. We will not refund the cost of your return shipping costs.

• Notice:

  In all exchange or return circumstances, please first contact online customer care at joutsenshop@joutsen.com, for us to assist you with the return process.

  • Down coats exchanges: you are only allowed to make an exchange to the same down coat model you have purchased. You may choose another size or color if available.
  • Down duvets and pillows return/exchanges: Due to hygiene concerns, the duvet or pillow you have purchased, must not be removed from its original packaging and all kinds of test or trial use are forbidden. Duvets and pillows are not exchangeable (if your returned item is approved, ie not removed from it's original packaging, we will make you a refund and you can then make a new order for the other duvet or pillow you want to change to.)

Customers from a non-EU country:

Please note: Customers from a non-EU country will be liable for any possible duties, customs and local sales taxes associated with the return.

 

Uncollected packages

Orders that has not been picked up from the chosen place of delivery will return to the sender, which will lead to a return. The payment will be refunded to the customer according to the original payment method. Please note that delivery costs will not be refunded if the order returns to the sender uncollected. Joutsen will not pay any shipping costs for uncollected packages.

SHIPPING

For the European Union countries all prices displayed are inclusive of VAT (Value Added Tax). All non-EU countries are shipped to on a DDU (Delivered Duty Unpaid) basis and all the product prices displayed are exclusive of all taxes and duties. The User from a non-EU country is liable for all import duties, customs and local sales taxes levied by the destination country.

With DHL Express Go Green courier services Joutsen will provide fast, reliable and climate neutral, fully trackable worldwide deliveries.

In EU, the next business day, rest of the world only 2-4 business days, and you can enjoy our wonderful down products.

All the shipments are delivered by DHL Express On Demand Delivery (ODD). With DHL ODD you have total control of your delivery and several options to choose how to receive your order. If you don´t want to make any changes, all the deliveries will be delivered to your home address.

After your order has been collected and DHL courier has picked up the parcel, you will soon be notified by email/ SMS from DHL. Just click the smart link on the message to access ODD and you are able to choose from several convenient and flexible delivery options.

Collect from service point.

Collect the parcel from a DHL Service Point

Alternate address

You can request delivery to a different address (e.g. an office) on a specific date

Change your delivery date

You can select a new delivery date and/or time window

Signature release

You can authorize DHL to leave the shipment without a signature in a specific place on a specific date at the Receiver’s address

Leave with neighbor, concierge or guard

You can nominate a neighbor or other authorized party to receive the shipment on behalf of you

Vacation hold.

On vacation? You can request a new delivery date. The new delivery date may be up to 30 calendar days following the originally scheduled date

Note: Please be advised that using On Demand Delivery (ODD) service and requesting a forward delivery change could lead to a longer lead time of at least one additional working day. Certain delivery options may not be available due to the nature of the shipment or at the shipper’s request.

https://ondemand.dhl.com/

UNCOLLECTED PACKAGES

Orders that has not been picked up from the chosen place of delivery will return to the sender, which will lead to a return. The payment will be refunded to the customer according to the original payment method. Please note that delivery costs will not be refunded if the order returns to the sender uncollected. Joutsen will not pay any shipping costs for uncollected packages.

SHIPPING ZONES & SERVICES

EUROPE

Zone1:

Estonia, Latvia, Lithuania, Poland, Germany, Denmark, Austria, Czech Republic, Italy, France, Netherlands, Belgium, Luxemburg, Spain

DHL Express On Demand Delivery – next business day 25€

DHL Economy Select On Demand Delivery – 2-5 business days 15€

Zone2:

Bulgaria, Croatia, Greece, Hungary, Ireland, Liechtenstein, Monaco, Norway (2 business days), Portugal, Romania, San Marino, Switzerland, Slovakia, Slovenia, Vatican

DHL Express On Demand Delivery – next business day 35€

DHL Economy Select On Demand Delivery – 4-7 business days 20€

Zone3:

Vatican City, Switzerland, Liechtenstein, San Marino, Norway

DHL Express On Demand Delivery – 1-2 business days 35€

DHL Economy Select On Demand Delivery – 3-5 business days 20€

Zone4:

Cyprus & Malta

DHL Express On Demand Delivery – 2 business days 35€

UNITED KINGDOM

DHL Express On Demand Delivery – 2-4 business days 35€

Please note: For deliveries to UK the order value has to be minimum 165€ (including discounts, excluding shipping). Customers from a non-EU country will be liable for all import duties, customs and local sales taxes levied by the destination country.

NORTH AMERICA

Canada & United States

DHL Express On Demand Delivery – 2 business days 45€

OCEANIA

Australia, New Zealand,

DHL Express On Demand Delivery – 3 business days 55€

ASIA & MIDDLE-EAST

Thailand, Hong Kong, Taiwan, Rep. Of Korea, Japan, Singapore, Vietnam, Macao, Malesia, Bahrain, Kuwait, Qatar, Saudi-Arabia, United Arab Emirates

Delivery to China: Due to temporary customs regulations we are not able to deliver to China at the moment.

DHL Express On Demand Delivery – 2 business days 55€

REST OF THE WORLD

Albania, Iceland, Serbia, Andorra, Moldova, Bosnia, Montenegro, Makedonia, Kosovo, Argentina, Armenia, Azerbaidzan, Brazil, Brunei, Egypt, South-Africa, Georgia, Israel, Kazakstan, Columbia, Cuba, Ukraine, Uzbekistan, Belarus, Venezuela, Mexico

DHL Express On Demand Delivery – 2-4 business days 55€

We accept Visa, Mastercard and American Express credit cards.

Our payment processing partner is Stripe. Stripe is certified as a PCI Level 1 Service Provider, the most stringent level of security certification available in the payments industry. Stripe is audited by the same firm that audits Google, Apple, and Amazon.

You can also choose to pay with PayPal. When selecting PayPal as payment option at checkout, you will be directed to the PayPal site to 'Log in' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to Joutsen.com.