Frequently Asked Questions
When will I receive my order?
Each piece is thoughtfully crafted with the utmost attention to detail, ensuring exceptional quality and timeless craftsmanship. Please allow up to 3-4 weeks for production. Upon completion, your order will be delivered within 2–7 business days, depending on your location.
Please note: Occasional supply chain delays occur. We do everything we can to avoid them. By placing your order, you acknowledge that these delays may occur and you will be notified.
Where do you ship to?
We ship worldwide. Physical address required.
Please note: All orders are shipped with Adult Signature Required. This is to prevent theft and misplaced packages.
Do you offer free shipping?
Canada
Enjoy complimentary shipping on purchases of $300 CAD or more, delivered within Canada (before tax).
Continental USA
Enjoy complimentary shipping on purchases of $300 USD or more, delivered within the continental US (before tax).
Worldwide
For delivery to Alaska, Hawaii, international destinations, or remote areas within Canada, please contact us by email for a shipping quote.
Flat shipping rates on orders under Free Shipping Minimum
• United States - $25 USD
• Canada - $20 CDN
What about duties, taxes and tariffs?
For our international clients, please note that your order may be subject to duties, taxes, or tariffs as determined by your country’s customs regulations. These fees are not included in your purchase price and are the responsibility of the recipient. Should payment of these fees be declined, the order will be returned to DownHaus. In such cases, a credit will be issued for the purchase amount, less shipping and applicable restocking fees.
What methods of payment do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay and Shop Pay.
What is your return policy?
Because bedding is a personal product and for hygienic reasons, we cannot accept returns or exchanges.
What if I need to cancel my order?
Because each piece is made to order, cancellations are only accepted within 24 hours of placing your order. After this period, production begins and orders cannot be canceled or refunded.
What is the difference between goose down and duck down?
Both goose down and duck down create beautifully soft and insulating duvets and pillows, though they offer distinct qualities. Goose down features larger, more resilient clusters, resulting in exceptional loft, lightweight warmth, and a sumptuously soft feel that embodies true luxury. Duck down, while equally cozy and natural, has slightly smaller clusters, offering comfort and warmth. At DownHaus, we carefully source both to ensure every piece delivers the signature comfort and refinement our clients expect.
What are the certifications for your down product?
Are feathers and down the same?
Feathers carry a central quill, lending structure but less comfort. Down, however, is the bird’s quill-free undercoat, an airy cloud of warmth and softness, nature’s own insulation against the coldest climates. It is this rare, delicate layer that gives our bedding its signature loft, lightness, and indulgent comfort.
What guarantees the authenticity of my pillow or duvet?
All St Genève down products are certified with the Downmark® seal of authenticity which is the global standard of excellence in down. Issued by the independent, non-profit Down Association of Canada, this certification is awarded only to products that meet the strictest standards of quality, integrity, and craftsmanship. Downmark® guarantees your product meets the highest standards in down quality and authenticity.
What makes St Genève one of the most trusted names in luxury bedding?
With over 50 years of industry experience, St Genève has earned its reputation as one of the most trusted names in luxury bedding through an unwavering commitment to quality, craftsmanship, and authenticity. Using the world’s finest materials; ethically sourced down, premium fabrics, and meticulous tailoring ensuring comfort and quality that lasts for years.
How do you wash down duvets and pillows?
To maintain its exceptional quality and comfort, we recommend washing sparingly and always following the care instructions with care. For best results, always use pillowcases, protectors, and duvet covers and wash these outer coverings regularly to keep your bedding fresh and protected.
How often should I replace my down pillow or duvet?
With proper care, down pillows can last up to 10 years, while a well-protected duvet can provide comfort for 20 years or more.
We are happy to answer any further questions you may have. Please contact us directly at info@thedownhaus.com and one of our sleep specialists will be happy to assist.
