Pyrenex: FAQ

For all countries in the European Union, Switzerland, Norway, and the United Kingdom, standard delivery and collection point delivery is free of charge.

Express delivery is chargeable.

For other countries, delivery is chargeable. Delivery costs will be displayed at the time of placing your order, after you have entered your delivery address.

At present, we do not offer the option of collecting your order in store.

To date, Pyrenex processes orders from all over the world, with the exception of the following countries to which we do not deliver our products: Afghanistan, Angola, Anguilla, Armenia, Azerbaijan, Bangladesh, Benin, Bhutan, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Central African Republic, Comoros, Congo, Congo DRC, North Korea, Côte d'Ivoire, 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, Uganda, Uzbekistan, Pakistan, United Kingdom, Rwanda, São Tomé, Senegal, Sierra Leone, Sudan, Syria, Tajikistan, Tanzania, Chad, East Timor, Turkmenistan, Yemen, Zambia, Zimbabwe.

For all European Union countries, the United Kingdom, Switzerland and Norway, there there are no customs duties on your part.

Outside these countries, customs duties and/or import duties may be applicable. With this in mind: customs duties and import taxes are automatically calculated and displayed at the time of placing your order. The total amount you pay therefore includes all applicable customs duties and taxes. We guarantee that no additional charges will be billed to you upon delivery.

Once your payment has been confirmed, a confirmation e-mail will be sent to you. This e-mail contains a link to view your order online. Click on this button to access your order status and tracking number (which will be available once your order has been dispatched).

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

If you do not have a customer account, create one to access your order details (and your full order history).

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

You have 30 days from receipt of your order to return one or all items if you are not satisfied with them (or for any other reason).

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

In the case of a return from outside the European Union and the United Kingdom, the cost of shipping is borne by the customer. Your return request is also registered via this portal.

Items must be returned in their original packaging, with their label and any accessories, in perfect resaleable condition. They must therefore not have been worn, washed, damaged, or used in the case of a bedding item.

If the conditions mentioned above are met, you will be refunded the VAT-inclusive amount of the returned items. Your refund will be processed within a maximum of fourteen (14) days from receipt of the items. You
will be refunded via a credit to the bank account used at the time of your
payment.

The tracking number on your return label allows you to check the status of your parcel and whether it has been delivered to our warehouse.

Please allow up to 5 working days for your parcel to be processed and 14 days from receipt of your parcel to receive your refund (provided the return is accepted).

If there is an issue or any other dispute, our team will get in touch with you.

Pyrenex jackets, down jackets and other garments have a "standard" cut. Depending on the model, you will find on the product pages (in the "description" and/or "size and cut" tab) information about the cut: oversized, straight, classic or fitted.

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

If in doubt, don't hesitate to ask for advice our customer service team. In any case: 30-day returns are free 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 may 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 on these product pages, in the "description" and/or "size and fit" tabs, specific information about their cut.

If in doubt, do not hesitate to contact us. Rest assured: delivery and 30-day returns are free within the European Union and the United Kingdom.

To preserve the insulating properties of your down jacket, it is crucial to care for it properly. The most important rule is not to wash it more than once a year if you wear it outside of sporting activities. However, if you use it for activities such as hiking or cycling, washing it every six months is acceptable. In the event of a stain, it is preferable to clean it gently with water and soap rather than washing the entire jacket. For washing this down garment, you have two options: either play it safe by entrusting it to a dry cleaner, or follow the recommendations below!

The washing process:

To begin, if your down jacket has any stains, it is advisable to clean them by hand first before putting the jacket in the machine. This also applies to stains on the cuffs, pockets, or collar.

Next, to machine wash your down jacket, choose a temperature not exceeding 30° and a cycle for synthetic garments. During washing, it is essential that the jacket can move freely and is not compressed. A well-known tip for this is to add tennis balls to the drum of the machine. These balls help to air out the down feathers and prevent the jacket from becoming waterlogged. You can also use special washing balls available in shops.

Then comes the spinning stage. This must be gentle so as not to damage the down. If you spin by hand, press the jacket between towels. Above all, avoid wringing it to dry it!

Finally, the drying stage is the most crucial. Never dry the jacket on a radiator! You can dry it in the machine or on a drying rack, but it is essential to pat your jacket regularly to separate and redistribute the feathers before they dry 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 is still damp, or it may go mouldy.

Here is a summary:

• Machine wash on a synthetic cycle at 30° with tennis balls
• Gently spin in the machine or in towels
• While drying, redistribute the down feathers
• Wait until the down jacket is completely dry before storing it

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

Through a revolutionary process, marked by artisanal rigour, gentleness, and slowness, we today obtain the quintessence of this down, offering unrivalled insulation and lightness performance.

No duck or goose is plucked alive in the harvesting of our down. Respect for animal welfare is a fundamental value of Pyrenex's expertise. Pyrenex's craft consists of recycling and adding value to a by-product from local agricultural supply chains that some consider waste — the feather — to turn it into a noble material. This raw material, essential to our pursuit of excellence, is Pyrenean down, harvested from the finest farms in the South-West of France.

We thus promote local employment and the development of various regional areas of expertise, including those of our French designers and craftspeople, thereby fostering a circular economy. Upcycling is at the heart of our expertise: every year, we transform 1,000 tonnes of raw feathers, sourced from the waste of the regional food industry, in our manufacture.

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

The Downpass is based on the rules established by the European Convention for the Protection of Animals kept for Farming Purposes, as well as various quality standards relating to feathers and down. Scientists, veterinarians, and animal welfare organisations actively participate in its continuous improvement. It attests to our commitment to animal welfare and is valid for all our natural-fill products.

Find out more: 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 quality standards, certified by the CTBA (Centre Technique du Wood et de l'Ameublement). This label applies to all our products with a natural filling, with the exception of the Pilote, Caresse, Country couleurs, Americain, Coussin, Alizée, Marin, Biarritz, Grand coussin de sol and Petit coussin de sol models. OEKO-TEX® STANDARD 100: This certification ensures the absence of harmful substances in our manufacturing processes, thereby safeguarding human health. Pyrenex offers two levels of guarantee: for products with a certified shell or filling, and exclusively for products bearing the OEKO-TEX® STANDARD 100 label (shell + filling). This accreditation applies to all our products with a natural filling.

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

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

Since June 2020, the Pyrenex manufacture has proudly held the « Living Heritage Company » (EPV). Awarded by the French Ministry of Economy and Finance, this distinction recognises the excellence of French expertise and rewards the work of employees and collaborators who contribute day after day to the dynamism of Pyrenex. The Entreprise du Patrimoine Vivant (EPV) label is a mark of recognition from the French State, established to distinguish French companies that hold, among other things, exceptional industrial and artisanal expertise.

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

Find out more.