Pyrenex: Faq

For all European Union countries, Switzerland, Norway and the United Kingdom, standard and access point delivery is free.

Express delivery is subject to a charge. For other countries, delivery is subject to a charge.

Delivery charges will be displayed when you place your order, once you have entered your delivery address.

At present, we do not offer the possibility of collecting your order in shop.

At the moment, Pyrenex processes orders from all over the world, with the exception of the following countries where we do not deliver : Afghanistan, Angola, Anguilla, Armenia, Azerbaijan, Bangladesh, Benin, Bhutan, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Central African Republic, Comoros, Congo, Congo DRC, North Korea, Ivory Coast, Djibouti, Eritrea, Gabon, Gambia, Georgia, Ghana, Guam, Guinea, Equatorial Guinea, Guinea-Bissau, Haiti, Mauritius, Iraq, Japan, Kazakhstan, Kenya, Kyrgyzstan, Lesotho, Liberia, Madagascar, Malawi, Mali, Mauritania, Mayotte, Mongolia, Mozambique, Namibia, Niger, Nigeria, Pakistan, Rwanda, Sao Tome, Senegal, Sierra Leone, Sudan, Syria, Tajikistan, Tanzania, Turkmenistan, Uganda, United Kingdom, Uzbekistan, Yemen, Zambia, Zimbabwe.

For all European Union countries, the United Kingdom, Switzerland and Norway, there are no customs duties to be paid by you.

Apart from these countries, customs duties and/or import duties may be payable. We advise you to check with your local authorities.

*USA: no customs duties for orders under 800 USD (value of goods + shipping costs included).

Once your payment has been validated, a confirmation e-mail will be sent to you. This e-mail will contain a link to view your order online, its status and tracking number (once shipped).

If you have a customer account, you can also track your order by accessing your account here.

If you don't have a customer account, create one to access your order details (and all your history).

Finally, an e-mail containing the tracking number of your parcel will be sent to you when it is dispatched.

You have 30 days from receipt of your order to return any or all of the items if you are unhappy with them (or for any other reason).

Returns are free of charge within the European Union and the United Kingdom. Once you have followed the returns procedure on our returns portal, you will be sent a shipping label to stick on your parcel by e-mail.

In the case of a return outside the European Union and the United Kingdom, the cost of shipping is at the customer's expense. You can also register your returns request via this portal.

Products must be returned in their original packaging, with their label and any accessories, in perfect condition for resale. They must not have been worn, washed, damaged or used in the case of bedding.

If the above conditions are met, you will be reimbursed for the value of the returned items, including VAT. Your refund will take effect within a maximum of fourteen (14) days from receipt of the items. You will be reimbursed by a credit to the bank account used for your payment.

The tracking number on your returns label will tell you the status of your parcel and whether or not it has been delivered to our warehouse.

It takes up to 5 working days for your parcel to be processed and 14 days from receipt of your parcel for you to be reimbursed (if the return is accepted).

If there are any problems or disputes, our team will contact you.

Pyrenex garments, parkas and down jackets have a "standard" cut.

Depending on the model, you will find information on the product pages (in the "description" and/or "fit & sizing" tabs) concerning the cut : oversize, straight, classic or for example slim-fit/fitted.

You can also use our size guide on each product page.

Any doubt ? Don't hesitate to contact our customer service department.

No matter what : enjoy free delivery and 30-day returns throughout the European Union and the United Kingdom.

On each of our product pages, you will find a size guide. Depending on the product, this guide can be interactive - guiding you step by step to find the right size - or more traditional in the form of a measurement chart.

You will also find specific information on the fit of these products in the "description" and/or "fit & sizing" tabs.

When in doubt, don't hesitate to contact us. Don't worry: we offer free delivery and 30-day returns within the European Union and the United Kingdom.

To preserve the insulating properties of your down jacket, it's crucial to look after it properly. The most important rule is not to wash it more than once a year if you wear it outside sporting activities. However, if you use it for activities such as hiking or cycling, a wash every six months is acceptable. In the event of a stain, it's best to clean it gently with soap and water rather than washing the whole down jacket. When it comes to washing this feathery garment, you have two choices: either opt for safety by taking it to a dry cleaner, or follow the recommendations below!

The washing process :

To begin with, if your down jacket has stains on it, it's best to wash them first by hand before putting it in the washing machine. This also applies to stains on the cuffs, pockets or collar. This also applies to stains on the cuffs, pockets or collar.

Then, to machine wash your down jacket, choose a temperature no higher than 30° and a cycle for synthetic garments. During washing, it's essential that the down jacket can move freely and isn't compressed. A well-known tip for this is to add tennis balls to the machine drum. These balls help to aerate the down feathers and prevent the down jacket from soaking up water. You can also use special washing balls available in shops.

Next comes the spin-drying stage. This should be gentle so as not to damage the down. If you're spin-drying by hand, press the down jacket between towels. Above all, avoid wringing it dry!

Finally, the drying stage is the most crucial. Never dry your down jacket on a radiator! You can dry it in the washing machine or on a drying rack, but it's essential to pat your down jacket regularly to separate and distribute the feathers before they dry out and form clumps. This step is essential to restore the loft and warmth of your down jacket.

Very important: never store your garment while it's still damp, otherwise it will go mouldy.

Quick summary :

• Machine wash on the synthetic programme at 30° with tennis balls
• Gently spin dry in the machine or in towels
• Dry by dispersing the down feathers
• Wait for the down jacket to dry completely before putting it away.

We work exclusively with goose and duck farms in Aquitaine, the Pyrenees and Poitou, renowned for offering natural "made in France" quality. Our commitment to traceability, animal welfare and environmental protection is at the heart of our approach.

Thanks to a revolutionary process, marked by the rigour, gentleness and slowness of our craftsmen, we now obtain the quintessence of this down, offering unrivalled insulation and lightness.

No ducks or geese are skinned alive during the collection of our down. Animal welfare is a fundamental value of Pyrenex know-how. Pyrenex's business consists of recycling and adding value to a by-product of the local agricultural sector, feathers, which some consider to be waste, and turning it into a noble material. This raw material, essential in our quest for excellence, is down from the Pyrenees, harvested from the finest farms in south-west France.

In this way, we encourage local employment and the development of various regional skills, including those of our French designers and workers, thereby promoting a circular economy. Upcycling is at the heart of our expertise: every year, we transform 1,000 tonnes of raw feathers from the regional food industry waste in our factory.

At Pyrenex, protecting animals is a fundamental value. That's why our down is certified by the DOWNPASS label, guaranteeing strict compliance with ethical, quality and traceability criteria for our feathers and down.

Downpass is based on the rules laid down by the European Convention for the Protection of Animals kept for Farming Purposes, as well as various quality standards for feathers and down. Scientists, veterinarians and animal protection organisations are actively involved in its continuous improvement. It attests to our commitment to animal welfare and is valid for all our products with natural fillings.

For more information: https://www.downpass.com/en/homepage.html

Our certifications attest to Pyrenex's daily commitment to a more ecological and sustainable approach. These include

BELLE LITERIE EXCELLENCE : This distinction, awarded by the Syndicat Français de la Literie, guarantees strict compliance with Belle Literie's quality standards, certified by the CTBA (Centre Technique du Bois et de l'Ameublement). This label applies to all our products with a natural filling, with the exception of the Pilote, Caresse, Country, Americain, Coussin, Alizée, Marin, Biarritz, Large floor cushion and Small floor cushion models.

OEKO-TEX® STANDARD 100 : This certification guarantees the absence of harmful substances in our manufacturing processes, thus protecting human health. Pyrenex offers two levels of guarantee: for products with a certified cover or filling, and exclusively for OEKO-TEX® STANDARD 100 products (cover + filling). This accreditation applies to all our products with a natural filling.

GREENFIRST® : This natural plant-based anti-dust mite treatment, including lavender, lemon and eucalyptus, guarantees long-lasting performance even after several household washes at 90°C. This certification applies to all our products in the Santé range, with the exception of the Pilote model.

ISO 9001 AND 14001 : The Saint-Sever and Saint-Perdon production sites are certified ISO 9001 and 14001 versions 2015, guaranteeing quality, hygiene, safety and respect for the environment. All our products are manufactured under an ISO 9001-certified quality management system and on a site with an ISO 14001-certified environmental management system.

Since June 2020, the Pyrenex factory has been proudly bearing the "Entreprise du Patrimoine Vivant" (EPV) label (or "Living Heritage Company"). Awarded by the French Ministry of the Economy and Finance, this distinction recognises the excellence of French know-how and rewards the work of the employees and collaborators who contribute to Pyrenex's dynamism day after day. The Entreprise du Patrimoine Vivant (EPV) label is a mark of recognition from the French government, set up to distinguish French companies that possess, among other things, excellent industrial and craft skills.

Living Heritage Companies maintain their production activities in France, in sectors with high added value. Most of them are present on international markets, exporting emblematic French know-how. They are representative of the "made in France" spirit and know-how, and forge France's economic and cultural identity.

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