Returns and refunds
Last updated: 24 August 2026
How to use it
- Write to [email protected] within 30 days of the pillow arriving.
- Say in a line or two what the problem is. A photograph speeds it up considerably.
- We arrange the replacement or the refund, to the payment method you used.
There is no form, no return-authorization number and no phone queue. One email is the whole process.
If it arrives damaged
You do not usually need to send it back. Photograph the damage, send us the photograph, and we settle it from there — replacement or refund, whichever you prefer. Asking someone to pay to post back a pillow that arrived broken is a way of making a guarantee expensive to use, and we would rather it were cheap to use.
Who pays the return postage
Change of mind: the return postage is yours. We recommend a tracked service so that neither of us has to guess where the parcel is.
Damaged, faulty, or not what was described: ours — and as above, in most of those cases nothing needs to come back at all.
How this sits with your legal rights
This guarantee is something we promise on top of the law. It never replaces a statutory right, and where the law gives you more than we do, the law is what applies.
What it adds is different depending on where you are, so it is worth being specific:
| Where you are | What the law already gives you | What our guarantee adds |
|---|---|---|
| United Kingdom | 14 days to cancel a distance purchase, plus the Consumer Rights Act 2015 on quality and description | Another 16 days, and a simpler route |
| Australia | Consumer guarantees under the Australian Consumer Law, which cannot be excluded | The right to change your mind, which the guarantees do not cover |
| United States | No federal right to cancel an online purchase | The whole of it — 30 days, including a change of mind |
| Canada | No federal right; provincial rules vary, Quebec has its own | The whole of it, applied to every Canadian order |
The country-by-country detail, including the model cancellation form required in the United Kingdom, is on the cancellation page.
Buyers in Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage, and to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
When the 30 days start
On the day the pillow reaches you, not the day you ordered. If the carrier is slow, that is our problem and not yours.