Down Care Service
PLEASE NOTE: Orders placed after 3pm on Friday 6th December will be processed and scheduled in from Friday 3rd January 2025.
We know, at times, that Down Care can be daunting. Whether that be the fear of ruining your jacket, the time it takes to tumble dry, or perhaps you don’t have a dryer at all. This is why we’ve created our Down Care service. We want to take the fear and hassle out of caring for your down so it lasts and keeps you warm and dry for years to come.
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Down Care Service
How does the service work?
What is this service perfect for?
Our Down Clean + Reproof Service is designed to provide your much-loved down jackets or insulated items some TLC. Our Technical Team have years of experience working with outdoor textiles and use our bluesign® approved, approved, PFC-Free, biodegradable formulations to restore your outdoor gear to like-new performance, ready for your next hike, climb, sail…or whatever form your adventure takes.
This service is suitable for down and synthetic down jackets or gilets and compatible with all hydrophobic down including Grangers Down Defend.
What are the next steps after placing my order?
Once you have completed your Down Clean + Reproof Service order the next steps are:
- You will be sent a pre-paid postage label and QR code by email (within 1-2 working days of receiving your order).Please include a note with your name, order number and email address in your parcel which will allow our team to identify your garment faster. Please also ensure that your pockets are emptied at the point of sending to us.
- Once your garment has been safely received by our Technical Team, they will carry out an observation report. This is to review the condition and outline anything that they may need to share with you ahead of the service.
- Once our team have completed their checks, they will contact you via email with a Waiver Form that lists any observations and confirms the description of your garment and contact details. If you can please then review, sign and return to us at your earliest convenience. Please note that this email may fall into your spam folder so please keep an eye out for it there, too.
- Your garment will then be cleaned and reproofed by our Technical Team before being returned back to you, at the shipping address referenced in the Waiver form. You will be notified once it is ready for despatch.
If for any reason there are any issues with your garment (e.g. you have sent an item that we cannot treat using this service, such as a sleeping bag) you will be contacted by our team to discuss next steps.
If you have any questions, please contact us at cleanandproof@grangers.co.uk and we’ll be happy to help.
How long does the service take to complete?
After placing your order you will receive a pre-paid Royal Mail postage label and QR code by email within 1-2 working days.
The service can take approximately two weeks from the date of us receiving your garment, including return time. This can be affected by amount of time taken to receive a waiver form confirmation and also by demand during busy periods of the season. We will do our best to notify of any potential delays at the time of your order.
What are the T&Cs of the service?
Are there any items you cannot treat as part of this service?
We are unable to treat sleeping bags and duvets as part of this service.
If you have a full body suit, please contact our team to arrange a special discount code of this item as we currently do not have an option for such a large item on our website.
What happens if my garment is in really bad condition?
If your garment badly damaged, is heavily soiled (really, really dirty) or contains oil stains we will not be able to treat it. Our team will outline any of these issues during their inspection and notify you if they are unable to proceed. At this point you will be fully refunded and have your garment returned to you. Please also ensure that your pockets are emptied at the point of sending to us.
What if my jacket also needs repairing?
We do not provide a repair service however, if we receive a jacket that is in needs of mending before going through the service we will notify you as part of our waiver form and outline your options for this and can put you in touch with Scottish Mountain Gear who will be happy to help.
What if I’m not satisfied with the service?
Whilst we hope that every single service goes smoothly, there are sometimes circumstances where our service may not be as effective (for example damaged jackets, extremely old jackets unable to retain the waterproof treatment or down jackets that have ripped and lost their fill).
Please contact us if you have any issues upon receiving your garment back and we will do our best to resolve this with you.
We are unable to offer refunds on services that are more than 60 days from the date your garment was returned.
What if I have any questions before ordering?
If you have any questions please contact us at cleanandproof@grangers.co.uk and we’ll be happy to help.
