Returns Policy
At Pillow-Wow we offer a unique no-quibble returns policy to all our customers for complete peace of mind. So, in the unlikely event that you want to return your pillows you are welcome to do so.
Your Pillow-Wow pillows come with a 40-night comfort trial, that means if you aren’t 100% satisfied with your purchase you can return it to us for a refund whether you have used it or not. See returns policy.
40 Night Comfort Trial
If you want to return your Pillow-Wow pillows, simply contact us via email at, hello@pillowwow.co.uk you can also reach out to our customer service team on 0333 577 0445. Our team will walk you through the returns process and provide you with a returns number (RMA) to pop in your parcel before sending it back to us.
Please note that returns without a valid RMA number may not be accepted and could delay or prevent your refund.
The 40-night comfort trial takes effect from the date of delivery and must be returned to our distribution centre by day 40 at the latest. To qualify for the comfort trial you must try the pillow for at least 30 nights as it can often take your body a while to adjust to your new pillow.
Any returned pillows must be in the original packaging placed in a safe secure outer package so as to avoid any potential damage in transit. Any pillows received damaged or incomplete will not be entitled to a refund and will be returned at your cost.
To be entitled to a refund all pillows must be returned together in one package, no refund will be processed if any item is not returned.
Any refund will be less a re-stocking charge of £10 with any returned shipping costs the responsibility of the customer.
Refunds are processed within 5–10 working days of receiving the returned item(s) and will be issued to the original payment method only.
Cancellation Rights
If you want to cancel your Pillow-Wow pillows, simply contact us via email at hello@pillowwow.co.uk, you can reach out to our customer service team on 0333 577 0445.
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 product 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 and the goods must be returned to us within 14 days of cancelling your order unused and in the original packaging with the hygiene tag intact. This also applies to orders cancelled in transit.
There is a re-stocking charge of £10 for any returned order.
Your Statutory rights in respect of faulty, damaged or missing items or goods which are not as described are not affected.
Refunds are processed within 5–10 working days of receiving the returned item(s) and will be issued to the original payment method only.
Please note: The 14-day cancellation period under the Consumer Contracts Regulations is separate from the 40-night comfort trial. The comfort trial applies to used pillows, while cancellations under the 14-day period apply only to unused items in original condition.
Delivery
At Pillow-Wow, all standard deliveries are normally despatched within 2 working days of receipt of the order and delivered to your home normally within 3 to 5 working days.
Please note that some remote areas may fall out of our standard delivery areas and may take between 7 to 14 days to be delivered due to limited courier availability. A delivery charge will apply to these remote areas of £20, which will be added to your order at checkout once you enter your postcode.
Remote delivery areas:
Scottish Mainland PH1-18, All DD, FK and KY postcodes
Scottish Highlands:
IV-39, IV52-54, IV63, KW1-14, PA1-PA15, PA21-40, PH19-26, PH30-41, PH49-50, All AB postcodes
Scottish Islands:
HS1-9, IV40-51, IV55 -56, KA15-17, PA 20, PA41-49, PA60-78, PH42-44, ZE1-3
Isle of Man: All IM postcodes, Isle of Wight PO30-1 PO31- PO41, Northern Ireland all BT codes
Your pillow will be sent to the address you provided in your order and delivered by one of our chosen courier partners. Should you choose for the goods to be left in a safe place this will be at your risk.
Returning a faulty item
While we are confident in the quality of your Pillow-Wow pillows, if the pillow is damaged or faulty on delivery we will happily replace or if appropriate repair the product.
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.
Customer Service
Should you have any issue with your Pillow-Wow pillows then please don’t hesitate to contact us at our Customer Service centre on 0333 577 0445.