Cancelling an order

Last updated: 24 August 2026

Write to [email protected] and say you want to cancel. That is enough, in any of the four countries, whatever route you are relying on. Nothing below is a hoop you have to jump through first.

Everywhere: our 30-day guarantee

This is a promise we make, not a law. Within 30 days of the pillow arriving, if it is damaged or simply not right for you, we replace it or refund it to the card you paid with. It covers changing your mind, which no statutory right in the United States or Canada does.

It runs alongside your legal rights and never in place of them. Where the law gives you more, the law wins.

United Kingdom: 14-day cancellation right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel a distance purchase within 14 days of receiving it, without giving any reason. You then have a further 14 days to send the pillow back, and we refund within 14 days of getting it — or of you proving you sent it, whichever comes first.

You do not have to use a particular form of words. Any clear statement that you are cancelling will do, including an email. The model form below is provided because the Regulations require it to be available, not because you are obliged to use it.

Under these Regulations the cost of returning the goods falls to you unless we failed to tell you so before you ordered — which this page does. If the pillow arrived faulty or not as described, we cover the return either way.

Australia: consumer guarantees

Australian law does not give a cooling-off period for an online purchase, so we will not pretend it does. What it gives you is stronger in the cases it covers.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled 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.

Our 30-day guarantee sits on top of that and covers something the law does not: simply changing your mind.

United States

There is no federal cooling-off period for an online purchase. The Federal Trade Commission’s cooling-off rule applies to sales made at your door or away from a seller’s usual place of business, not to a website — so any online shop implying you have a statutory three days is describing a rule that does not apply.

Your protection here is our 30-day guarantee, which is a contractual promise and is enforceable as one. Separately, if we fail to ship in the time quoted on the shipping page, the FTC’s Mail, Internet, or Telephone Order Merchandise Rule entitles you to cancel for a full refund.

Canada

There is no federal cancellation right for an online purchase in Canada either; the rules are provincial and they differ. Quebec in particular gives consumers cancellation rights for distance contracts in specific circumstances under its Consumer Protection Act.

Rather than ask you to work out which applies to you, we apply the 30-day guarantee to every Canadian order, and if a provincial rule gives you more in your situation, that rule applies and we will not argue about it.

What happens after you write

1. We acknowledge your message by email, without delay.
2. We tell you whether anything needs to come back. Often nothing does — a photograph settles a damaged item.
3. If it does, you send the pillow back and we refund to the original payment method as soon as it reaches us.

Who pays the return postage

For a change of mind, the return postage is yours; we recommend a tracked service so neither of us is guessing. If the pillow arrived damaged, faulty or not as described, it is ours — and in most of those cases we do not ask for it back at all.