I have purchased a duvet and two pillows and my experience was mixed so I wasn’t sure what rating to choose. I ended up rating different aspects of my experience individually and calculating the average. The duvet is really nice. It’s silky soft and lightweight and I really enjoy using it. I would definitely recommend it. Pillows on the other hand were a hassle, I am not sure if it’s my sensitivity, weird batch or something but my pillows arrived with a chemical smell that wasn’t airing out. Customer service was a hit and miss. I have waited a week for an initial reply but it was short and unhelpful, basically telling me they will air out. I have contacted them again but week later there was no reply. So on my third and very frustrating try I have received a prompt response from a different agent and they have been more helpful. They have offered to either return the pillows or send me some pillow protectors and a linen spray and considering the high value of these items it is really generous of them. Plus, if you want to return something, you will lose 25% of what you paid for the item plus return shipping is almost £10. This backwards return process makes it not worth the hassle… So basically you will either receive a brilliant, wonderful item or you will sit there like a lemon trying to decide what to do with it. I had my pillows and a huge delivery box sit in the middle of the living room floor for over 2 weeks while I was anxious about the lack of response or solution from their team. It’s not an experience I would want to have again…. But that duvet is so good, I would definitely repurchase. I will be giving my pillows a good wash and hopefully it all works out in the end.
