Cerium Hoody Women's

Bonjour Vero, merci d’avoir pris le temps de partager votre expérience avec nous. Nous sommes désolés d'apprendre que vous avez rencontré des problèmes avec la fermeture éclair de votre veste Cerium LT, ainsi que celle de votre conjoint. Nous comprenons parfaitement que la couleur de votre manteau est importante pour vous, et il est regrettable que nous ne puissions pas proposer une fermeture éclair assortie à votre modèle exact. Nous sommes navrés que la solution proposée ne réponde pas à vos attentes et nous apprécions vos commentaires, qui nous aideront à mieux répondre aux besoins de nos clients à l'avenir.

Hi there, thank you for taking the time to leave your review. Your feedback is valued, and we will forward it to our design team. Clumping occurs when the down insulation is dirty and requires a cleaning. The optimum state of the Cerium Hoody is to be both dry and lofted. Air pockets caught between clusters of down feathers retain body warmth. This loft is what provides down insulation. Over time, dirt, sweat, and moisture can contaminate the down feathers through the outer jacket material and cause them to clump and lose their loft. A gentle wash and thorough drying will restore the jacket’s insulating performance. We recommend the following steps to clean your jacket. How to Wash: Step 1: Prepare for washing • Close the main pit zippers. • Open pocket zippers. • Release tension on all elastic drawcords. • Loosen and re-secure the velcro cuffs. Step 2: Wash and rinse • Choose a front load washing machine, ideally. • If using a top loader (agitator), protect your garment inside a mesh bag for added protection. (If you don't have a mesh bag, don't worry. We use Guppy bags at our Service Centres, or putting your garment in a pillowcase can also work in a pinch.) • Put your garment in the machine and add cleaning agent as indicated on bottle. • Wash on medium cycle heat (40C/104F) at permanent press or gentle cycle setting. • Use a second rinse cycle to remove any residual soap. How to Dry: Step 1: Prepare for drying • Turn garment inside out. Step 2: Choose normal low heat • Place in dryer alongside two clean tennis balls or "dryer balls" to help prevent clumping and redistribute down. • Dry completely and thoroughly, to avoid clumping or mold. • This may take upwards of 2 hours of drying time. Step 3: Re-apply DWR if needed • Lay garment on a flat surface. • Shake bottle well and spray a thin coating evenly on outer surface. • Don't saturate the surface. A thin coating is adequate. • Rub DWR into the outside of your jacket with a clean sponge or cloth to keep the treatment application even and prevent streaks. • Allow garments to dry for 12 - 24 hours. • Hang in a well-ventilated space. • Air drying is fine, but heat may improve the treatment's effectiveness. (Put dried garments in the dryer for 10 - 20 minutes.) Please consider submitting a Product Service Request form, and our team will review it to explore possible ways to assist you with the zipper stop issue. https://arcteryx.com/ca/en/help/product-service/service-request

Hi Florence, we are sorry to hear about the zipper issue with your Cerium Hoody. We appreciate your feedback and will pass this along to our design team for review. The reason why you see the dark-coloured goose down is that we do not dye our insulation and we use the down insulation in its natural form to maintain the warmth-to-weight ratio. There are times when our lighter-colored jackets will show some down through the outer fabric, rest assured this is not a defect. We recommend completing a Product Service Request form and one of our representatives will see if we can help you in any way. https://arcteryx.com/ca/en/help/product-service/service-request

Hi Doris, we are sorry to hear about the zipper issue with your Cerium Hoody. We appreciate your feedback and will pass this along to our design team for review. We suggest filling out a Product Service Request form, and our representatives will assess how we can assist you. https://arcteryx.com/ca/en/help/product-service/service-request

Hi there, thanks for sharing your feedback and we are sorry to hear that the resolution was not what you hoped for. While we do understand the frustration of rips, tears, and abrasions, they are issues that can occur due to the nature of use, friction, elements, and accidents are some examples. We appreciate your honest review. This not only helps our guests see feedback from other users but also helps us better our products for the coming seasons.