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FAQs

Shipping & Tracking

You can track your order by clicking on the tracking link in your shipping confirmation email or by logging into your account, finding the relevant order, and selecting "Track Order" to access the carrier's specific tracking link.

If you haven't received a shipping confirmation email, please check your spam folder.

For British Wool bedding, please note that our collection is made-to-order and may take up to 7 working days to be received. If you have ordered other products alongside, they will ship separately, and you will be notified by email for each shipment.


UK DELIVERY

We offer delivery to the UK and Northern Ireland. Delivery is Monday to Friday (except Public Holidays).

Service
Timeline (working days)
Cost
Standard
2-3

Free on orders over £75 or £4.99 for orders less than £75

Express
Next-day
Order by 2pm
Starts at £5.99
Orders placed on Friday will be delivered on Monday

Our British Wool pillows and duvets are made-to-order. Please allow up to 7 business days to receive your order. If you have ordered other Rise & Fall products, they will be dispatched within our regular delivery timeline.

INTERNATIONAL DELIVERY

We use DHL and Landmark International for international orders. Shipping charges will be calculated and added to your order total once you provide your delivery address during checkout.

Please find below our shipment charges by delivery location:

LocationShipment charge
Channel Islands
£12.99
EU£30.00
Switzerland£30.00
Australia/New Zealand£40.00
USA$35.00

Your EU/International delivery may incur import duties and customs charges based on your location. These fees will be incorporated into your final price at checkout, ensuring no additional charges upon delivery to your destination country.

Expect your order to arrive within 3-10 business days from dispatch.

Occasionally, orders can encounter issues such as being lost, stuck, or experiencing significant delays within a courier's delivery network. We kindly request your patience and understanding during these situations.

Please allow a 48-hour window for tracking information to update, as some orders may require additional time to reach you.

If, after this period, your tracking information still hasn't shown any progress, please reach out to us via our contact form below. Our dedicated team will assist you in locating your package and, if necessary, arranging for a replacement. To expedite this process, we may ask you to complete and return a brief declaration form.

If we have already dispatched a replacement order and the original one subsequently arrives, we kindly request that you either return the extra items to us or contact us to discuss payment of an invoice if you prefer to keep them.

Please note that items from this collection are made to order. The manufacturing and shipping process may take up to 7 working days. If you've been waiting for your order for longer than 7 working days, please reach out to us via our contact form below.

Also, if you've ordered other products alongside your organic wool items, please be aware that they will arrive separately.

If you've already placed an order, please contact us immediately via our contact form below. We'll make every effort to reroute the shipment. However, please be aware that our warehouse operates efficiently, so your order may have already left our premises. In such instances, we suggest reaching out to the courier company directly and requesting a change of delivery address.

For fraud prevention purposes, we are unable to change your billing address or payment method after you have placed an order.

We currently provide shipping to the United Kingdom, the European Union (including the Republic of Ireland), USA, Australia and New Zealand.

We use DHL International and Landmark International for international orders. Shipping charges will be calculated and added to your order total once you provide your delivery address during checkout.

Please find below our shipment charges by delivery location:

LocationShipment charge
Channel Islands
£12.99
EU£30.00
Switzerland£30.00
Australia/New Zealand£40.00
USA$35.00

Your EU/International delivery may incur import duties and customs charges based on your location. These fees will be incorporated into your final price at checkout, ensuring no additional charges upon delivery to your destination country.

Expect your order to arrive within 3-10 business days from dispatch.

Please note that, depending on your country's regulations, we may reach out to you for additional information necessary for export purposes. Some countries require the inclusion of your tax number to facilitate the export of goods from the UK to your location.

We're excited to announce that we're actively exploring opportunities to expand our shipping services to other regions in the near future. Should you have any questions or specific requests, please don't hesitate to contact us. We're here to assist you in any way we can.


For domestic orders, we aim to offer flexibility in carrier options and currently partner with two reliable carriers: Royal Mail and DPD.

Please note, our British Wool collection is made-to-order and shipped via Parcelforce.

For international deliveries, we entrust DHL and Landmark International.

Returns & Exchanges

UK RETURNS

We offer free returns within 30 days of receiving your original purchase for unworn, unwashed, and undamaged products, except for candles. Items must be returned with their original packaging and all tags attached. Damaged or faulty products will be fully refunded or exchanged if a replacement is available.

Sales items can be returned within 14 days of receipt. We reserve the right to decline returns that do not meet our criteria, in which case the item may be sent back to you or refunded as store credit.

For Gift with Purchase orders, if a return lowers the order value below the minimum threshold, the gifted item must also be returned. If not, we may deduct the gift’s value from your refund.

For British Wool products, please contact our team for a free postage label. As these items are made to order, they will be returned directly to our supplier.

Please note that items used for commercial purposes are not eligible for refunds. We reserve the right to refuse returns that do not meet these criteria and will notify you via email before returning the item.

INTERNATIONAL RETURNS

We offer the same returns policy to our international customers, although you will need to cover the cost of returns postage.

To start a return:
  1. Return your items to: Torque, Standbridge Ln, Kettlethorpe, Crigglestone, Wakefield WF2 7YY. 
  2. Please include the returns form in the box.
  3. Please send a copy of your proof of postage to [email protected].

Once received, your refund will be processed within 7 business days. Once you receive a refund notification, the refund will show on your credit card in a few days.

Your order package includes a returns form with a pre-printed returns label and step-by-step instructions.

  1. Fill out the returns form provided in your order, including a reason code to help us understand your needs and improve our service.
  2. Place the completed returns form in your parcel.
  3. Affix the pre-printed returns label from the returns form onto the package.
  4. Drop off your parcel at the nearest Royal Mail Post Office or drop-off point (locate the closest location here). Retain the receipt as proof of drop-off.

Our British Wool bedding follows a separate returns process. Please contact us via our contact form below.

Once we receive your return order, please allow up to 10 business days for processing. You'll receive an email confirmation once your refund is processed. The refund will reflect on your payment card within a few days after receiving the notification.


INTERNATIONAL RETURNS

We offer the same returns policy to our international customers, although you will need to cover the cost of returns postage.

To start a return:
  1. Return your items to: Torque, Standbridge Ln, Kettlethorpe, Crigglestone, Wakefield WF2 7YY. 
  2. Please include the returns form in the box.
  3. Please send a copy of your proof of postage to [email protected].

Once received, your refund will be processed within 7 business days. Once you receive a refund notification, the refund will show on your credit card in a few days.

If you've misplaced the label, you can easily generate your free postage label or QR code here.

Before returning your items, please ensure they adhere to our return policy: unworn, unwashed, and undamaged with their original packaging and all tags and labels attached. During Black Friday, we accept returns within 60 days after receipt.

For British Wool bedding, please contact our team and we will send you a free postage label. Since this product is made to order, it will be sent back directly to our supplier.

Please allow up to 10 working days for our warehouse team to receive, unpack, and process your refund. If you haven't received a refund confirmation email after this time, feel free to get in touch.

After we receive your return order, please allow up to 10 business days for processing. You'll receive an email confirmation once your refund is completed. Once you receive the refund notification, it will appear on your credit card within a few days.

Unfortunately, we don't offer direct exchanges. If you'd like to exchange a product, please contact us via our contact form below. Our team will create an invoice for the desired item and help you coordinate the return and refund for the unwanted item. You can confidently proceed with a new order, knowing that you'll receive a prompt refund for the items being returned, as long as they remain unused.

Regarding gifts, we currently don't provide gift exchanges. In such cases, the refund for the returned item will be credited back to the original purchaser's bank account.

Orders & Billing

We recommend reaching out to us promptly via our contact form below. While we will make every effort to accommodate your request for order amendments, please understand that our warehouse places a high priority on swiftly dispatching orders as soon as they are made.

If your order has already undergone processing, don’t worry—you'll be covered under our returns policy. If your order has not yet been shipped, our team can cancel your original order and assist you in creating a new one with the correct items.

Please contact us through our contact form with your discount code and order number. Our customer service team will assist you in applying the discount if it is eligible. Note that the code may not have been applied if it did not meet the necessary criteria.

If your discount code isn't functioning as expected, we recommend verifying the code's expiration date and any minimum spend requirements, as specified in the terms and conditions.

It's important to note that we are unable to combine multiple discount codes. However, it's worth mentioning that our free shipping offer is applicable to all discounted orders, as long as they meet or exceed a value of GBP 75.

We are really sorry if there is an item missing from your order.

To resolve this, please reach out to us via our contact form below, and we will promptly arrange for the missing product to be sent out. In your email, kindly include your order number and the name and quantity of the missing product.

We want to sort out any issues with incorrect items straight away. If you've received an item that doesn't match your order, please reach out to us via our contact form below with the product name you're missing. We'll promptly arrange for a replacement to be sent out.

We’re sorry if you have received a damaged item.

To assist you promptly, please reach out to us via our contact form below and we will promptly arrange for a replacement product. In your email, kindly include your order number, the name of the product, and attach a photo showing the damage to the item.

Depending on the size of your order, we may be able to provide a discount for trade orders. For inquiries regarding trade discounts, please reach out to us via our contact form below and let us know which items you'd like to order (name, size, and colour).

For fraud prevention purposes, we are unable to change your payment method after you have placed an order. 

Currently, we do not support telephone orders due to the limited capacities of our small team. However, we are always ready to assist you through our online customer service channels. If you have any questions or concerns, please feel free to get in touch with us online, and we'll do our best to provide the clarity and help that you need.

Product Availability & Selection

While we don't offer the option to create a mixed item set within our pre-packaged bed linen bundles, you have the flexibility to customise your collection by ordering each item individually. This allows you to curate a personalised set tailored to your preferences.

It's important to note that we may decline return requests for items that have been separated from these pre-packaged sets.

At Rise & Fall, we're committed to maintaining the high standards we set for our products. That's why we meticulously manage our inventory to avoid overproduction, excess waste, and unnecessary strain on natural resources. Occasionally, this means some of our products may be temporarily unavailable.

To ensure you're the first to know when a product is back in stock, simply click the ‘Notify Me When In Stock’ button. This way, you'll receive prompt notifications as soon as the product becomes available again. 

For guidance on selecting the right bedding size, please refer to our comprehensive bedding size guide here.

Our fitted sheets are crafted with versatility in mind, designed to fit mattresses of various sizes. They are one-size-fits-all and can accommodate mattresses up to 40cm in depth (and as thin as 20cm). Plus, they boast a grippy elastic strip that guarantees a secure fit to the bottom of the mattress they are placed on.

If you still have questions or are uncertain about sizing, our dedicated team is here to help. Feel free to reach out to us via our contact form below, and we'll be more than happy to assist you.

To ensure you select the right size, please refer to our comprehensive men’s and women’s size guides You'll also discover detailed information on fit and sizing within the product's size guide, which includes specific garment measurements.

In addition, our 'Details' section offers valuable insights into the style's fit, as recommended by our design team. It includes details about the size worn in the product images and the measurements of the model. If you prefer feedback from customers, you can also consult the review section, where shoppers provide their own sizing experiences.

Should you still have any uncertainties regarding sizing, our team will be more than happy to assist you. Please feel free to reach out to us via our contact form below.

Our fitted sheets are crafted with versatility in mind, designed to fit mattresses of various sizes. They are one-size-fits-all and can accommodate mattresses up to 40cm in depth (and as thin as 20cm). Plus, they boast a grippy elastic strip that guarantees a secure fit to the bottom of the mattress they are placed on.

When deciding between our Crisp & Cool Organic and Soft & Smooth sheets, it all comes down to their thread count, weave, and the experience they offer.

Our Crisp & Cool Organic (400TC) bedding is crafted from 100% GOTS-certified organic cotton. With a one-up/one-down percale weave and a 400-thread count, it allows air to flow freely, delivering a cooler touch. Perfect for those who tend to feel warm, it's also gentle on sensitive skin, as it's free from harsh chemicals, aligning with environmentally and socially responsible practices.

On the other hand, our Soft & Smooth (600TC) bedding features a luxurious four-up/one-down sateen weave with a higher 600-thread count, providing a silkier-smooth finish. These sheets are slightly weightier, ideal for colder sleepers or those seeking an extra layer of luxurious warmth. While not as lightweight as Crisp & Cool, Soft & Smooth maintains excellent breathability and comfort.

British wool stands out for its natural and beneficial properties, inherently hypoallergenic and creating a sleep environment resistant to mould and dust mites. It has an inherent ability to regulate temperature effectively by wicking away moisture; providing warmth during colder months and a cool sensation in warmer ones. For those preferring a slightly firmer support system, British wool pillows and duvets form an excellent pairing. This choice not only offers a natural and sustainable option but also achieves a balance between comfort and support. With breathability, moisture-wicking properties and temperature regulation, British wool proves versatile in varying climates.

Recycled down introduces a unique approach to comfort and conscientious living. Our products undergo a meticulous process, including de-dusting, sterilisation, and cutting-edge washing technologies, ensuring a clean and hygienic sleeping experience. Opting for recycled down aligns with sustainability efforts, repurposing materials for an eco-friendly choice. For those seeking the ideal bedding for a restful night's sleep, if you prefer a lightweight and soft feel, consider choosing both recycled down pillows and duvets. These options offer a plush and comfortable experience, allowing you to sink into a serene sleep environment.

The European Flax Linen collection, crafted from 100% European-grown linen, has a soft and tumbled texture. Known for its strength, softness, and remarkable durability, linen offers a lived-in aesthetic and superior breathability. Particularly suitable for warmer months, linen keeps you cool and fresh, yet its temperature-regulating qualities also provide warmth in colder seasons. With a distinctive hand feel, our linen bedding offers a rich colour range and long-lasting softness, making it an excellent choice for those with sensitive skin. Produced in a Portuguese factory with over 75 years of expertise, it meets OEKO-TEX standards, utilising renewable energy and sustainable water practices.

Choosing the right pillow is crucial for a good night's sleep, impacting not only comfort but also overall well-being. The type of pillow best suited for you depends on your preferred sleeping position.

For back sleepers, a thinner, softer pillow is recommended to maintain a natural horizontal line of the spine. Side sleepers benefit from a firmer, thicker pillow, especially if they have wide shoulders, to ensure the spine remains straight. Stomach sleepers are advised to use a relatively flat pillow or none at all to reduce strain on the head and neck. If you're a combination sleeper, opting for a soft, malleable pillow, like real down pillows, allows for movement and shaping to stay comfortable.

Product Care

For both our Soft & Smooth and Crisp & Cool Organic cotton bedding, washing every week or two is essential for longevity and a luxurious feel.

To care for your cotton sheets, separate them from other laundry to avoid catching on rough fabrics or zips. Use a small amount of mild detergent, and add fabric softener if desired. Opt for a gentle 40℃ or 30℃ cycle to extend the bedding's lifespan while being environmentally friendly. Tumble dry on low to medium heat and iron on a medium setting. To minimise wrinkles, remove sheets from the dryer 5 minutes before completion and finish with hang drying.

By following these straightforward steps, your cotton bedding will maintain its softness and pristine appearance wash after wash.

Wash your sheets every 1-2 weeks to maintain cleanliness and preserve quality. Opt for a moderate 40℃ or 30℃ wash to protect the fabric. Use a low-heat tumble dry to prevent stress on the threads, avoiding excessive heat that can lead to roughness. Iron on low to medium heat for a smooth finish without compromising the natural texture. Skip fabric conditioner, which can weaken fibers. Remove sheets from the dryer when slightly damp to prevent creasing, or line dry for a crisper finish.

At Rise & Fall, we prioritise natural materials and avoid harmful chemicals. Due to linen's natural characteristics, some fiber loss is normal initially. We recommend washing before use to reduce shedding.

Wool, known for its natural hypoallergenic and hygienic qualities, resists dust mites and microbial accumulation. Infrequent washing contributes to the optimal performance and longevity of wool duvets and pillows.

Instead, aeration is effective. Regularly air out your bedding in a well-ventilated room to allow them to breathe and remove moisture. When weather permits, hang the duvet outdoors; otherwise, place it over a clothes airer near an open window for a few hours to refresh with wool's natural antibacterial properties.

If washing becomes necessary, opt for professional dry cleaning to preserve the wool's natural oils. Avoid excessive washing, as it can diminish these properties over time.

Natural down products are delicate and don't need frequent washing due to their breathability. When necessary, use a short wash cycle with minimal agitation at 30°C-40°C using non-bio detergent. Remove excess water through spinning or a separate spinner.

For drying, use a low-heat setting with clean tennis balls or dryer balls to fluff up the down and restore its loft. Ensure there's at least 60% empty space in the dryer for proper re-lofting. Alternatively, consider professional laundering.

Store your bedding in a breathable cotton or linen bag to prevent moisture retention, avoiding plastic bags. Periodically fluff and shake your bedding to redistribute the filling and maintain even distribution.

Our Grade-A cashmere deserves the best care to maintain its softness and integrity. Hand washing is the preferred method.

Use cold water and a mild detergent designed for wool or cashmere. Gently submerge your cashmere item, avoiding rubbing or twisting. Let it soak for 15 minutes, occasionally swirling the water. Drain and rinse with cold water, gently squeezing out excess water.

For drying, lay your cashmere flat on a clean towel, reshaping as needed. Avoid direct sunlight or heat. When storing, fold your items to prevent warping and consider using an anti-moth bag.

If pilling occurs, gently address it with a cashmere comb or your fingers. With proper care, our Grade-A cashmere will maintain its exquisite feel over time.

For additional guidance and tips, refer to our comprehensive guide here.

Merino wool is easy to care for. Machine wash it on a delicate cycle at 30°C. Remember to turn your items inside out and use a mesh laundry bag for extra protection. Skip the fabric softener to maintain its natural qualities.

When drying, opt for a short spin cycle or lay your pieces flat on a towel. Avoid hanging to prevent stretching, and keep them away from direct sunlight or heat.

For storage, fold your dry Merino wool items to maintain their shape. Consider breathable bags to protect them from dust and moths.

If pilling occurs, gently remove it with a fabric shaver. Merino wool resists wrinkles, so it's a low-maintenance choice.

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