Returns Policy

How do I return an item?  

If you need to return any item, please contact us via email at heretohelp@pillowworld.com. You can also reach out to our customer services team on 0333 335 6455.

Please note, for health and hygiene reasons we do not resell used items, so unless faulty, damaged, missing or otherwise not in accordance with the specifications, we are unable to offer refunds or exchanges on any standard items* unless they are returned unused, unopened, in their original packaging and with hygiene tags still intact.

UK consumers have statutory rights (i.e. rights protected by law) to return faulty items. There are also statutory rights to return certain goods purchased online, so-called “cancellation rights”. These statutory rights are explained below.

Please note that where applicable, all refunds will be made back to the original tender type.

*Standard items do not include Seriously Comfortable mattress toppers. These items are exempt and carry their own returns policy. Please see below.

Your statutory rights 

Cancellation Rights 

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online or by phone, your consumer rights mean you can cancel your order and obtain a full refund (if you request one) from the moment you place your order until 14 days from the day of delivery of the goods.

When cancelling any order under these regulations, you are responsible for the cost of returning the goods.

We will refund the cost of the goods and the initial delivery charge (if applicable) you paid when placing the order once the correct item(s) have been received by us. You will be responsible for any charges incurred in returning the goods to Pillow World. Unless faulty, damaged, missing or otherwise not in accordance with specification, for health and hygiene reasons we are unable to offer refunds or exchanges on any standard items unless they are returned unused and in their original packaging.

If you wish to cancel your order, please follow our returns procedure below. Where goods have been received, you must return the goods to us within 14 days of cancelling your order, unused and in original packaging. Your statutory rights in respect of faulty, damaged or missing items or goods which are not as described are not affected.

Returning a faulty item 

Pillow World only sells quality products, however, if an item is damaged or faulty on delivery we will happily refund, repair or replace it.

If a fault develops within 30 days of delivery, please return the item with proof of purchase and we’ll happily replace or refund it.

After 30 days from delivery, we will repair or replace the faulty item on receipt of the item and proof of purchase. If a repair or replacement is not possible, you will receive a refund.

Please note that we will only refund the return delivery charge if the whole order is damaged or faulty.

As a reminder, if you need to return any item, please contact us via email at heretohelp@pillowworld.com

Comfort Guarantee Exclusion

At Pillow World, we work hard to offer the lowest possible prices to our customers. As such, we avoid short-term promotional offers or comfort guarantees that may be provided directly by individual brands on their own websites. For example, some manufacturers may advertise a “comfort guarantee” on their direct-to-consumer sites with their own terms and conditions. These guarantees are not extended to purchases made through PillowWorld.com. Any such offers must be claimed directly with the brand and do not apply to orders placed with us.