Orders
Where's my order?
As soon as your silk leaves us, we'll email a tracking link so you can follow it all the way to your door.
Ask about my orderWe're here to help
Real people. Softer nights.
Thoughtful replies.
Doux & Wren is a small team who care deeply about how your little one sleeps. When you get in touch, a real person reads your message and writes back — usually within a few hours, always within one business day. Whether it's sizing, silk care or an order that needs attention, we'll take care of it.
Send us a message
Typical reply time: a few hours · 7 days a week
Send us a message
Tell us how we can help
Share your details below and we'll reply by email. Adding your order number helps us find everything faster.
Sizing & care
Not sure about fit or washing?
Send us your mattress measurements or a care question and we'll help you get the perfect fit — and keep your silk soft for years.
Get adviceBilling
Don't recognise a charge?
On your statement we appear as Doux & Wren. If something doesn't look right, tell us and we'll look into it straight away.
Ask about a chargeOur promise to you
Something not quite right? We'll make it right.
If anything about your order isn't perfect — it's running late, it arrived damaged, or it simply isn't what you hoped — please email us before opening a dispute or chargeback. We're real people and we'll resolve it quickly: a replacement, a refund, store credit, or whatever it takes to leave you happy. A chargeback freezes your order and can drag on for weeks — one short note to us usually sorts it within hours.
Message us — we'll make it right-
Human
Every message answered by our team
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Gentle
Silk chosen for delicate skin
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Tracked
Followed all the way to your door
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Secure
Encrypted Shopify checkout
Quick answers
How soon will I hear back?
Usually within a few hours, and always within one business day. The form above and email both reach the same real person on our team.
How do I care for my silk?
Wash cool on a gentle or hand-wash cycle with a mild, silk-friendly detergent, then dry flat away from direct sunlight. Skip bleach and fabric softener. If you're unsure about anything, just ask — we're happy to help.
Which size do I need?
Measure the length, width and depth of your mattress and send them over using the form. We'll confirm the right fit before you order.
Can I change or cancel my order?
We pack orders quickly, so message us as soon as you can and we'll do our best. If it has already shipped, don't worry — get in touch and we'll find a way to make it right.