Everything you need after checkout — tracking, delivery, order changes, product care, returns and refunds. Still stuck? Send us a message and we will reply within 1 business day.
Orders & Delivery
Where is my order, and how do I get a tracking number?
Our warehouse processes orders within 1 business day and dispatches them within 2 business days. As soon as your parcel leaves us, the tracking number is emailed to you and added to your order status, and you can look it up any time on the Track Order page. If no tracking number appears within 3 business days, send us your order number and we will check it for you.
Why haven't I received my parcel yet?
Most US orders arrive within 3–7 business days after dispatch, and European and Asian orders within 5–10 business days after dispatch. Carrier scans can pause for 24–48 hours at sorting hubs, particularly during peak seasons, so a quiet tracker is not always a delayed parcel. Check the latest scan on Track Order first. If the tracking has not moved for more than 3 business days, or the parcel is past its estimated delivery date, send us your order number and we will open a trace with the carrier.
When will my order arrive?
US addresses are delivered in 3–7 business days after dispatch; European and Asian addresses in 5–10 business days after dispatch. Weekends, public holidays, peak periods and carrier disruptions may add 2–4 business days. For a live estimate, check the status on the Track Order page.
My tracking shows "pending" or "exception" — is something wrong?
A pending or exception scan during the first 24–48 hours usually reflects a routine handover between carrier facilities. If the status has not changed for more than 2 business days, contact the carrier with your tracking number and let us know as well — we will follow up from our side.
I ordered two or three items, but tracking shows only one piece.
Your items normally travel together in a single parcel. Carriers register the shipment rather than each individual unit, so only one piece is displayed — the rest of your order is in the same box. If your order had to be split because of size or stock, you will receive a separate tracking number for each parcel.
Why is my order still pending?
Pending means we have not received a cleared payment yet. With PayPal e-checks, clearance can take several business days. We dispatch as soon as the payment clears. If the order has been pending for more than 5 business days, send us a message and we will review it.
Can I get delivery without a signature?
Yes — add a note to your order or request it from the carrier directly. Please keep in mind that once a parcel is released without a signature, we are unable to cover loss or theft after delivery. For higher-value orders we recommend signature on delivery or a secure drop-off point.
Tracking says delivered, but I don't have the parcel.
First check with neighbours, household members and around the entry points — carriers sometimes mark a parcel as delivered a day early. If it has not appeared within 24 hours, open a case with the carrier and send us the case number. We will follow up with the carrier as well.
Changes & Cancellations
Can I change my delivery address?
If the order has not been dispatched, we will cancel the order and refund you, and you can place a new order with the updated address. Once the parcel is in transit, a redirect may be possible and any resulting return carrier fee is payable by you. Please contact us before contacting the carrier directly, so we can confirm the change and avoid a failed delivery.
Can I cancel or change my order?
Send your request through the contact form within 2 hours of placing the order and we will cancel or amend it while it is still in our system. After 2 hours the order may already be in fulfilment and we cannot guarantee changes. If it has already shipped, please use the return process once it arrives.
Can I change the size, fabric or product after ordering?
Yes — within the same 2-hour window. Send your order number and the item you would like instead. If your parcel has already shipped, you can return the original item and place a new order for the one you prefer.
Use & Care
How do I wash my pillow?
The outer cover is machine washable: remove it first, then wash cold on a gentle cycle with mild detergent. The inner cover containing the memory foam is spot clean only — never machine wash, soak or tumble dry it. Air dry flat, away from direct heat and sunlight. Fabric-by-fabric guidance is on our Care Instruction page.
How do I use a wedge pillow?
Use the wide end against the headboard or wall as a backrest, or lay it flat on the mattress for an upright recline when reading. For reflux or snoring, place it under the upper body with the thin edge near the middle of the back. Under the knees it relieves lower-back pressure, and on your lap it works as a small desk. Keep head, neck and shoulders aligned in every position — see the Usage Guide for the full set of positions.
The memory foam looks flat or has an odour — is that normal?
The pillow is compressed for shipping and normally reaches full shape within 24–72 hours at room temperature. A mild new-foam odour is normal and fades within a few days; air the pillow in a ventilated room. If it has not expanded after 72 hours, or the odour persists beyond 7 days, contact us and we will help.
Product & Payment
What should I do if I receive a wrong or damaged item?
Contact us within 7 days of delivery with three photos: the outer packaging, all items as they arrived, and the damaged or incorrect item. We will review the case and arrange a replacement or refund. Claims without the required photos may not qualify for compensation.
Are your products brand new?
Yes. Every item we sell is brand new and has never been used, refurbished or returned to stock.
Can I resell your products?
Our products are sold for personal use only. Resale or commercial distribution is not permitted, and we may cancel orders we believe are not intended for personal use.
Is checkout secure?
Payments are processed by a PCI DSS Level 1 compliant payment provider. Card details are encrypted in transit and are never stored on our servers.
Returns & Refunds
- Order processing
- 1 business day
- Dispatch
- Within 2 business days
- US delivery
- 3–7 business days after dispatch
- EU & Asia delivery
- 5–10 business days after dispatch
- Wrong or damaged item
- Report within 7 days of delivery
- Quality issue / full refund
- Report within 14 days of delivery
- Return request
- Within 30 days of delivery
- Refund issued
- 5–10 business days after approval
- Restocking fee (personal reasons)
- Up to $29 or 20% of the item price, whichever is lower
How do I return an item?
- Contact us within 30 days of delivery with your order number and the reason for the return.
- We review the request and send further instructions if it is approved.
- Pack the item in its original packaging with all accessories and documentation.
- Ship it back to the address in our instructions. Items must be unused and in the condition you received them.
What cannot be returned?
Items that have been used, washed or damaged after delivery; items missing their original packaging, seals or accessories; personalised items; products bought from third-party retailers; and returns without proof of purchase.
Do I pay for return shipping?
For personal-reason returns, return shipping is payable by you and the original shipping fee is not refunded. We do not provide prepaid labels. If the return is caused by our error — a wrong, damaged or defective item — we cover the return shipping.
Is there a restocking fee?
For personal-reason returns we deduct up to $29 or 20% of the item price, whichever is lower, to cover freight and handling. No fee is charged when the return is due to our error.
Can I get a full refund?
You receive a full refund when the issue is ours — a wrong item, a manufacturing defect or transit damage — reported within 14 days of delivery. For personal-reason returns the refund excludes the original shipping fee and the restocking amount above.
What if I refuse the parcel?
If a parcel is refused for personal reasons, the refund excludes the original shipping fee and return freight. If the refusal was caused by our error, you receive a full refund.
When will I receive my refund?
Once the return is received and inspected, we email you the approval decision. Approved refunds are issued to the original payment method within 5–10 business days; your bank may need a few more days to post it.
Still have a question?
Send us a message and our team will reply within 1 business day.