FAQs
Frequently Asked Questions
How do I track my order?
Once you've placed your order, our products typically ship from their respective facilities within 2-5 business days. Once a product has shipped, you'll receive a shipping tracking number that you can use to follow your package as it makes its way to you.
Please keep in mind that delivery may take longer during/after holidays or severe weather conditions. We recommend keeping a close eye on your order's tracking numbers. That said, we'll do everything in our power to get your order to you as soon as possible!
If you're having trouble with your tracking information, please don't hesitate to reach out to our Customer Experience team by sending at service@newlakedown.com.
Do I pay for shipping?
We offer free standard shipping to the 48 contiguous States for orders over $48. (The standard shipping take about 15-25 business days).
We charge for expedited shipping to the 48 contiguous States $20 per order. (The expedited shipping take about 5-8 business days).
We charge for shipping to Alaska, Hawaii, and U.S. Territories $20 per order.
More about shipping please reading Shipping Policy.
How do I start a return or exchange?
If you are not satisfied with your item(s), we're happy to help troubleshoot or initiate the return process. Please contact us at service@newlakedown.com to initiate your return. We'll work with you to arrange an exchange or refund you. More about return please reading Return Policy.
I forgot to add a promo code or referral credit. What should I do?
No worries! We're happy to help you with your order.
To get started, please have your order number handy, and contact our Customer Experience team by sending service@newlakedown.com.
As a friendly heads-up, we're only able to apply one promotion per order.
What payment methods do you accept?
We accept the following payment options:
• Credit card including Visa, Mastercard, American Express and Discover
• PayPal
How do I care for my down comforter?
To care for your down comforter, dry clean only, do not iron. During use and clean, feather bits may come through the shell — this is normal. It’s rare for full down clusters to come through the shell.
You can use a duvet cover with down comforter, similar to using a pillowcase with your pillow, protecting your down comforter with a duvet cover will help safeguard it against sweat, dirt, and stains, and it can easily be regularly thrown in the wash with the rest of your linens.