Returns & refunds
Thirty days from delivery. Every condition is on this page.
Returns policy
On this page
1The guarantee in short
You have 30 days from delivery to return the pillow for a refund of the purchase price. Start it by emailing [email protected] with your order number. There is no restocking fee.
2Sleep on it first
A new pillow changes how your head and neck sit, and that can feel wrong for the first few nights even when the pillow is right for you. We suggest giving it about a week before deciding. The 30-day window is deliberately longer than that so you are not rushed.
3What qualifies
- The return is started within 30 days of the delivery date.
- The pillow is returned complete, with its cover.
- Normal trial use is fine — we expect a pillow that has been slept on.
4What does not qualify
- Tears, burns, pet damage or staining beyond ordinary use.
- Items returned without a return authorisation, which we cannot match to an order.
- Requests made after the 30-day window has closed.
On hygiene: returned pillows are not resold as new. That is why we ask for the cover back with the pillow, and it is also why we would rather you kept it and we refunded you than had you ship back something unusable.
5How to start a return
- Email [email protected] with the order number and a line about what did not work. The reason does not decide whether we approve it.
- We reply within one to two business days with a return authorisation and the correct return address, which is not the postal address on the contact page.
- Send it back with tracking and keep the receipt until the refund appears.
6Costs and timing
| Item | Who pays |
|---|---|
| Product price | Refunded in full |
| Return shipping, change of mind | Customer |
| Return shipping, faulty or wrong item | Us, plus the original delivery charge |
| Restocking fee | None |
Refunds are issued to the original payment method within five to ten business days of the return arriving and being checked. Your bank may add a few days of its own after we release it.
7Faulty items and cancellations
If the pillow arrives faulty or we sent the wrong item, tell us within seven days with a photo where it helps; we cover return postage and you choose replacement or refund. To cancel before dispatch, email us and we refund in full with nothing to send back. None of this limits your statutory consumer rights.