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[message]Pyrenex: Faq
![Faq](http://pyrenex.com/cdn/shop/files/db1df751e1fe486b0773bec1d07432e7_1.jpg?v=1712844326&width=1440)
- Order & payment
- Shipping, returns & refunds
- Products & tips
- Traceability & commitment
Order & payment
How to place an order ?
To place an order on our Pyrenex website, follow these simple steps:
Browse our site : Browse our online catalogue to see what products are available.
Select items : Once you have found the items you wish to purchase, choose the size, colour and quantity, then add them to your basket by clicking on the ‘Add to basket’ button.
Check your basket : Access your basket by clicking on the basket icon at the top right of the page. Make sure that the items you have selected are correct and that the sizes and quantities are correct.
Checkout : Once you are ready to place your order, click on the ‘Proceed to checkout’ button. You will be taken to the payment page where you will need to enter your delivery and payment details.
Enter your delivery details : Fill in the required fields with your name, delivery address and any other information needed for us to dispatch your order to the correct address.
Choose your payment method : Select your preferred payment method from those available, such as credit card, PayPal, or any other accepted payment method.
Confirm your order : Before finalising your order, please carefully check all the information provided, including the items selected, delivery and billing addresses, and payment details.
Place your order : Once you are satisfied with all the information provided, click on the ‘Pay now’ button to confirm and finalise your purchase.
Once your order has been successfully placed, you will receive an e-mail confirmation containing the details of your order. If you have any questions or encounter any problems during the ordering process, please do not hesitate to contact our customer service team for assistance.
Can I order by phone ?
We are not allowed to gather your payment information by phone. However, if you need help placing your order, our sales advisers will be delighted to help you.
Call +33 (0)5 47 31 90 00 (toll-free from a landline in France) to be assisted, Monday to Friday, 9am to 12.30pm and 1.30pm to 5.30pm (4.30pm on Fridays).
Which payment methods are available ?
Online payment methods vary depending on your delivery address. Depending on your delivery choices when you place your order, you may pay by :
- Credit card : (Carte Bleue, Visa, Eurocard/Mastercard/American Express) directly on the Site. The card is debited as soon as the order is placed, except in the case of server unavailability. In this case, PYRENEX reserves the right to proceed with a new debit authorization request in the event that the first request was unsuccessful due to server unavailability.
- Paypal : by choosing to pay via Paypal, you will automatically be directed to your Paypal account. Once the Paypal payment has been validated, you can complete your order on the Site.
- Payment in several instalments at no extra cost : Depending on your region of Europe, you may be able to pay in several instalments free of charge via Klarna or Scalapay. By choosing to pay via these service providers, you will automatically be directed to your Klarna/Scalapay account. Once the payment has been validated, you will be able to complete your order on the Site. Outside the European Union, you can use Paypal to pay in several instalments at no extra cost.
- Other payment methods may be offered for specific countries : Bancontact in Belgium, iDEAL in the Netherlands, EPS in Austria, Giropay in Germany.
Can I pay in foreign currencies ?
Yes, it is possible to pay in pounds sterling (£), US dollars (USD) or Swiss francs (CHF). To pay in £, you must be located in the United Kingdom. To pay in $USD, you must be located outside the European Union and the United Kingdom. For Swiss Franc CHF, you must choose Switzerland as the delivery country.
![Can I pay in foreign currencies ?](http://pyrenex.com/cdn/shop/files/badge-pyrenex.jpg?v=1717485791&width=1500)
Are payments secure?
Our online shop is committed to ensuring optimum security for all your transactions. With the use of the HTTPS security protocol, you can be assured that our site offers a secure environment for your online purchases. SSL is an industry standard used by suppliers to protect online transactions. This security protocol involves the essential functions of mutual authentication, data encryption and data integrity.
![Are payments secure?](http://pyrenex.com/cdn/shop/files/paris-temple-16.jpg?v=1718280461&width=1500)
How do I view/edit my shopping cart?
To view or modify your shopping cart on our Pyrenex website, please follow these simple steps:
- Access your basket : At the top right of the page, you will see a shopping cart icon. Click on this icon to access your basket.
- Check items : Once in your cart, you will see a list of the items you have added. Check that the sizes, colours and quantities are correct.
- Change quantities : If you wish to change the quantity of an item, you can do so by simply adjusting the number in the corresponding column.
- Remove items : If you wish to remove an item from your cart, click on the bin icon next to the item you wish to remove.
- Continue shopping : If you wish to add more items to your cart, click on the cross to close the window and return to the online shop.
- Place your order : Once you are satisfied with your selection and have checked your cart, you can click on the ‘Proceed to payment’ button to finalise your order.
If your order is not validated, the contents of your shopping cart will remain accessible for a certain period of time, allowing you to validate it at a later date if necessary. If you have any problems viewing or modifying your basket, or if you have any further questions, please do not hesitate to contact our Customer Services department for assistance.
How to switch language / country ?
You can change country by clicking on the country code button at the top right of your desktop screen (FR for France, for example), or by going to the bottom of the mobile menu and also clicking on the country code.
If you can't find the desired country, it means that shipping to this location is unavailable.
To switch languages: please follow the same steps. Currently available languages are French, English, German and Spanish.
How does the e-Gift card work ?
To offer an e-gift card to your loved ones, go to the dedicated page.
Our gift card is virtual. You can choose to send it directly by email (immediately or on a specified date) or print it at home. The amount of the card will be available in the form of a voucher / promo code, which can only be used on Pyrenex.com by entering the gift card number in the dedicated field when placing the order.
The gift card is valid for 12 months from the date of purchase and cannot be exchanged or refunded.
![How does the e-Gift card work ?](http://pyrenex.com/cdn/shop/files/carte-cadeau_68562235-8dbc-4950-9db0-ed4a4e1f8f4c.jpg?v=1719323832&width=1500)
Can I cancel my order ?
You can cancel your order by going to our contact page and selecting "cancel my order". If your order has already been dispatched, it will be refunded once the return has been processed and its quality checked.
Read our general terms and conditions.
Can I modify my order ?
If you wish to amend your order once it has been placed, please contact our customer service department as soon as possible.
We will do our best to accommodate your request, but this will depend on the status of your order at the time of the request.
Shipping, returns & refunds
Which deliveries options are available ?
3 delivery methods available on our website:
- UPS standard : delivery in 1 to 3 working days in France (excluding Saturdays, Sundays and public holidays) from the day of dispatch. 1 to 5 working days for the rest of the world. 1 to 5 working days for the rest of the world.
- UPS Access Point : delivery in 1 to 3 working days in France (excluding Saturdays, Sundays and public holidays) from the day of dispatch. 1 to 5 working days for the rest of the world. For information, our delivery options include deliveries to mainland France, Corsica and Monaco. We do not deliver to French overseas departments and territories.
- UPS Express Saver : delivery within 1 working day in France (excluding Saturdays, Sundays and public holidays) from the day of dispatch, 1 to 5 days for the rest of the world.
Important : depending on your delivery country, some delivery methods may not be available. These three methods are valid in all cases in the European Union and the United Kingdom.
Do you offer the delivery ?
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.
Can I collect my order in store ?
At present, we do not offer the possibility of collecting your order in shop.
Do you ship to my country ?
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.
Do I have to pay customs duties ?
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).
How can I track my order ?
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.
Can I return my order ?
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.
When will I be refunded ?
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.
Did you receive my return ?
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.
Can I request a product exhange ?
You can request an exchange (of size for example) directly via our returns interface by clicking here.
Once your exchange request has been validated, we will put your desired product aside.
It will be sent to you as soon as your return parcel has been received and processed in our warehouse. If there is a problem with your return, our team will contact you.
Products & tips
All our bedding tips
Click here for our detailed tips for choosing and taking care of your Pyrenex Made in France bedding products !
![All our bedding tips](http://pyrenex.com/cdn/shop/files/couette_-_pyrenex.png?v=1719844552&width=1500)
How do Pyrenex clothes fit?
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.
How to choose the right jacket size ?
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.
How to wash my Pyrenex down jacket ?
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.
![How to wash my Pyrenex down jacket ?](http://pyrenex.com/cdn/shop/files/doudoune-pyrenex-velours-et-brillant_7aa8fae0-0a59-495c-b213-de5d9735b0f5.jpg?v=1720169163&width=1500)
Is my Pyrenex waterproof ?
The two essential elements for determining the waterproofness level of your Pyrenex down jacket are its fabric and the nature of its seams.
Pyrenex down jacket fabrics have 3 levels of waterproofness: water-repellent, highly water-repellent and waterproof.
Water-repellent : a water-repellent treatment on the outer fabric causes water droplets to slide off, preventing them from soaking into the fabric. A water-repellent textile is not designed to withstand immersion or prolonged sustained rainfall.
Highly water-repellent : this is measured in millimetres, the water pressure required for the material to start letting water penetrate. A garment is considered to be highly water-repellent from 3,000 mm of water (Schmerber): ideal protection in the event of light rain.
Waterproof : the pressure required for water to penetrate the material is measured in millimetres. A garment is considered waterproof from 5,000 mm Schmerber. Models with waterproof strips at the seams are perfectly waterproof.
Traceability & commitment
Where are Pyrenex bedding products manufactured?
Our entire bedding range is made entirely in France, at our factory in Saint-Sever in the Landes region. From washing to sorting to treatment, each stage in the transformation of the raw material is rigorously respected at the Saint-Sever factory. This is where the seamstresses sew and shape the fabric covers before filling our bedding products and our range of "Saint-Sever" jackets with Pyrenex feathers and down.
Ancestral techniques, reproduced and improved over time by the workers in our workshops.
Learn more about our know-how.
![Where are Pyrenex bedding products manufactured?](http://pyrenex.com/cdn/shop/files/matelas-duvet-pyrenex-main-2.jpg?v=1715610909&width=1500)
Where does Pyrenex down come from?
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.
![Where does Pyrenex down come from?](http://pyrenex.com/cdn/shop/files/Duvet_naturel_Pyrenex.jpg?v=1719926863&width=1500)
Are ducks skinned alive in the process of collecting feathers and down ?
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.
Is Pyrenex down ethical ?
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
Does Pyrenex hold any certifications?
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.
What is the "EPV" Label ? (Entreprise du Patrimoine Vivant)
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.
![What is the "EPV" Label ? (Entreprise du Patrimoine Vivant)](http://pyrenex.com/cdn/shop/files/epv-pyrenex.jpg?v=1715335211&width=1500)
Where are Pyrenex down jackets manufactured ?
Pyrenex products are French creations, designed and developed in our Saint-Sever factory by our in-house teams. Pyrenex employs more than 160 people on site, generating around 825 indirect and induced jobs in France.
100% of our bedding range (duvets, pillows, mattress toppers, bolsters, etc.) is produced on site at the factory, as is 100% of the natural fillings used in our products. This down comes from ducks and geese in Aquitaine, Poitou, the Pyrenees and the Charente, and after harvesting, the upcycling process is carried out entirely in our Saint-Sever factory to make one of the best-performing, top-of-the-range fillings on the market. Some of our down jacket collections are also made in Saint-Sever: the eponymous "Made in Saint-Sever" range.
Another part is assembled in the European Union and the Euromed region. Finally, some products are also assembled in China. We are concerned about the origin of our products. As we are keen to support French industry and know-how, our ambition is to increase our production in France and in the European Union. In 2023, Pyrenex has approved a plan to expand its production line at the Saint-Sever site. This is a major challenge in our strategy, to bring back to the forefront a French know-how - clothing - that has unfortunately been lost over the 1990s and 2000s.
![Where are Pyrenex down jackets manufactured ?](http://pyrenex.com/cdn/shop/files/logo-pyrenex-doudoune-2.jpg?v=1715610884&width=1500)