FAQs

Orders & Delivery  

1. I haven’t received an order confirmation email - what should I do?

Your order confirmation should pop into your inbox shortly after checkout. If it hasn’t arrived, it may have taken a little detour into your junk or spam folder, so it’s worth a peek there first. Still can’t spot it? No worries - just drop us a line at heretohelp@pillowworld.com and our friendly team will get it sorted for you. 

2. When will my order arrive?

You’ll find your delivery timeframe on your order confirmation email, just under the name of the items you ordered. We also share the latest delivery timings on each product page before you add to basket, so you’ll always know what to expect when you buy.  The onsite timeframes are dynamic, depending on stock levels, so they may differ from what you saw at checkout – but don’t worry, you’ll always have the latest info in your order confirmation.  

3. Can I upgrade to next-day delivery?

We like to keep delivery simple. Once your pillows are in stock, they’re despatched on a next-day service as standard. For the most accurate timings, check your order confirmation. 

4. Why am I being charged £20 for delivery? 
 

A small number of more remote UK postcodes unfortunately fall outside standard courier routes and come with an additional charge. This fee is set by our delivery partners, not by us, but we’re working hard to find a way to offer free delivery everywhere. You can see the full list of affected postcodes on our Deliveries page here.   

5. How much does delivery cost?

Delivery on all orders over £50 is free.  For any orders under £50 delivery is just £5. 

(excluding remote postcodes. See point 4.) 

6. I’ve only received part of my order - where’s the rest?

A number of our pillows are despatched as pairs. Occasionally these get separated with the courier and can arrive at slightly different times. The rest usually follows within 24 hours. If you’ve not received anything after 24 hours, just send us a quick email at heretohelp@pillowworld.com and we’ll be glad to help.  

7. Can I change or cancel my order?

We work as quickly as we can to despatch your order as soon as possible, but we’ll always do our best to help if you’ve had a change of heart. If your order hasn’t been despatched yet, we can cancel it straight away. If it’s already on its way, don’t worry - we can arrange for it to be returned back to us from the courier depot. This can take a few days, so thanks for your patience while we get it sorted. 

8. Can I track my order?

Yes! As soon as your pillows have been despatched, we’ll send you a tracking link so you can follow your delivery right to your doorstep.  

9. Do you deliver outside the UK?

At the moment, we only deliver within the UK, but watch this space!  

10. Can I choose a delivery date?

We can’t offer a nominated-day service just yet, but don’t worry - as soon as your pillows are despatched, you’ll receive a tracking link, so you’ll know exactly when to expect them. 

Returns & Exchanges 

1. How do I return my pillow?

If your pillow isn’t quite right, you have 14 days from delivery to let us know. In line with industry standards, for hygiene reasons, we can only accept returns on pillows and accessories that are still sealed and unused. A handy tip: you can test the firmness by giving it a gentle squeeze through the packaging first. For full details, please check our Returns Policy here. 

2. Can I return my pillow if it’s uncomfortable?

We completely understand - comfort is very personal. Because pillows are hygiene-sensitive, we can only accept returns if they’re unopened and unused. This is standard practice across all bedding retailers. That’s why we suggest giving it a little test through the packaging before opening, just to be sure it feels right for you. It can sometimes take a little while for your body to adjust to a new sleeping surface, so we’d always recommend you give your pillow at least 7-10 nights to work its magic! If you ultimately decide it’s not the right fit for you, you might consider gifting it to a family member or friend who could benefit from a new comfort companion. 

3. Why can’t I return a used pillow?

We never resell pillows that have been opened or used - this way, every customer always receives a brand-new pillow. It also helps us keep things safe and hygienic for everyone. If you’ve opened your pillow and it’s not quite right, we’d recommend passing it on to a friend or family member, or donating it to a local charity or rescue centre that accepts bedding. 

4. What if my pillow arrives damaged or faulty?

Oh no - we’re so sorry if your pillow hasn’t arrived in perfect condition. Just get in touch with our customer service team at heretohelp@pillowworld.com and we’ll put things right straight away at no cost to you.  

5. Do I have to pay for returns?

If you are returning a used or opened pillow, we’ll just ask you to cover the return postage. 

Promotions & Payments 

1. I forgot to use my discount code - can you apply it for me?

Of course! If you’ve placed an order and forgot to add your code at checkout, just let us know within 24 hours. We’ll happily apply it for you and pop a refund back to you for the difference. 

2. What payment methods do you accept?

We accept all major debit and credit cards, as well as PayPal, Apple Pay, Google Pay and Klarna - so you can choose whatever’s easiest for you. 

3. Can I use more than one discount code?

Only one discount code can be used per order, so be sure to pick the one that gives you the best saving. All discount codes apply on top of any savings on site, such as multibuy savings and clearance pricing.