Shipping policy
Delivery
All prices on this site include UK VAT at the standard rate of 20%.
Delivery is free on every order, to every area listed below, with no minimum spend.
Right now, allow up to 12 days. A lot of parents are ordering at the moment and our pillows go out very fast, so orders are taking longer than the times in the table below. Those are our usual times and we return to them as soon as stock catches up. Your order is tracked either way and we keep you posted at every step.
| Where | How it travels | How long | Cost |
|---|---|---|---|
| UK mainland | Royal Mail Tracked 48 | 3 to 5 working days | Free |
| Scottish Highlands and Islands, Northern Ireland | Royal Mail Tracked 48 | 4 to 7 working days | Free |
Orders placed before 2pm on a working day leave the same day. After that, the next working day. Every pillow is checked one by one before it goes: the right height for the age on the label, a clean cover, no flaws. You get an email with a tracking link as soon as the parcel leaves us.
Going away? Order anyway and tell us the date you get back. We will hold the dispatch so the parcel arrives once you are home.
Where we deliver
The free delivery and the timescales in the table above cover the United Kingdom, including the Scottish Highlands and Islands and Northern Ireland. That is the area the store serves as standard.
If you want a parcel sent anywhere else, write to us through our contact page before you order, so we can confirm together whether it is possible, how long it would take and what it would cost, before you pay for anything.
Tracking your order
Your tracking link is in the dispatch email we send you the moment the parcel leaves us. Following it shows you the carrier's live view: collected, in transit, out for delivery, delivered.
Check that your email address is right when you order, and look in your junk folder if you cannot find our message. If your order is confirmed and no dispatch email has arrived, write to us through our contact page and we will send you the tracking details.
When your parcel arrives
The pillow travels compressed. That protects it and makes the parcel small enough to fit through most doors. So when you open the box it can look flatter or denser than you expected. That is normal and intended.
Take it out of its wrapping and let it breathe and recover its shape for 24 to 48 hours before the first night. It lofts back up on its own and returns to its full height. You can help it along by patting it gently, but mostly it just needs air and time.
When it arrives, have a look at the parcel and the pillow, and tell us straight away if anything looks wrong.
If your parcel is late
Start with your tracking link. It usually says where the parcel is and why it has stopped: a missed delivery attempt, a parcel waiting at a collection point, a delay on the carrier's side.
If the tracking gives you no clear answer, or the delay drags on, write to us through our contact page with your order number. We take it up with the carrier and keep you posted.
Wrong address, refused or unclaimed parcel
Please check your delivery address carefully when you order. An incomplete or incorrect address can delay a parcel or stop it being delivered at all. If you spot a mistake just after ordering, tell us as fast as you can: while the parcel is still with us we will do our best to correct it.
When a parcel is left at a collection point it is only held there for a limited time. Collect it before that runs out, or it goes back to the sender.
If a parcel comes back to us because it was refused at the door, not collected in time, or sent to an address that was wrong, the carrier charges us for that return, and those return charges are yours. If you want the parcel sent out again, the cost of doing so is also yours and we tell you what it is before we send anything. If you would rather be refunded, tell us in writing: the refund goes out once the parcel is actually back with us, with the carrier's return charge deducted.
One point worth knowing: refusing a parcel is not by itself a notice of cancellation. Send us a message telling us what you want, and we will take care of it.
Lost or damaged parcel
If the parcel arrives visibly damaged, take a few photographs of the outer packaging and of the pillow before you contact us. It helps us settle it quickly. Tell us too if the tracking says delivered but nothing has reached you, or if the parcel seems to have gone missing in transit.
In every one of those cases, write to us through our contact page with your order number. We open an enquiry with the carrier and we find a solution, either a replacement pillow or a refund, depending on the situation. You are never left to deal with the carrier on your own.
Returns
Two separate things run side by side here, and they have different conditions. You can use either one.
Your statutory right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day you receive your order to tell us you are cancelling, and a further 14 days to send the goods back. Full detail and the model cancellation form are on our Right of Withdrawal page.
You do not have to give a reason, you do not have to wait a minimum number of nights, and you do not have to send us a video. You bear the direct cost of returning the goods. We refund the price you paid and the standard delivery cost, and we can only deduct for a loss of value where the pillow has been handled beyond what was needed to establish what it is and how it works. That deduction is assessed case by case on the actual state of the pillow we receive, using an indicative scale: nothing is deducted if it has never been used, you are refunded 25% of the price if it has been used, and the deduction can reach the full price if it comes back stained, smelling, washed, damaged or incomplete.
Our 30 night trial
On top of your statutory rights, we give you 30 nights to try the pillow in your child's own bed. The 30 nights run from the day the parcel is delivered. This is a commercial promise we choose to make, with conditions we set. It is added to your legal rights and it never replaces or reduces them.
- We help you first. Height, position in the bed, the time a child needs to adjust. Most problems settle in a few days without anything being sent back.
- If it is only the height that is wrong, the exchange is free. Tell us your child's age and how they sleep, and we send the right one out, at our cost. This applies to a pillow your child has not slept on.
- The refund follows the state of the pillow. In full if it has never been used and can go back on sale. 25% of what you paid if it has been used, even returned clean and complete. Nothing if it comes back stained, washed or damaged.
- Give it 10 nights. A child needs time to get used to a new pillow, so a refund for a pillow your child has slept on opens after 10 nights of real use. A size exchange, or returning a pillow that has never been used, does not have to wait. If something is wrong before then, write to us anyway: we help straight away and your request is recorded at its date.
- A short video, and often no parcel to send. We ask for 10 to 20 seconds of the pillow, filmed in one take, and we tell you exactly what to film. For a pillow that has been used, it very often lets us refund you without a return, so you keep the pillow. Without it the pillow has to come back and its state on arrival is what counts.
- Return postage is yours for a change of mind, except for a size exchange. Choose a tracked service.
- Your refund goes out within 14 days of the pillow reaching us, or of your proof of postage reaching us if that comes first, on the card or account you paid with. Allow a few working days after that for your bank.
Returned pillows are never resold to another family. They go to our recycling partner.
Why the refund depends on the state of the pillow
A pillow is against a child's face and mouth for hours, every night. Two children do not sleep on the same pillow. So a pillow that has been used, even for one night, even if it comes back spotless, can never be offered to another family again. That is a matter of hygiene, and we would rather tell you before you buy than after.
Opening the box, taking the pillow out, handling it and looking at it from every angle, exactly as you would have done in a shop, changes nothing about your refund. Letting your child sleep on it is using it.
Condition of returned items
Send the pillow back clean, complete, with its cover, and well protected for the journey. The state of the pillow is recorded and documented when the return parcel is opened, and we explain the amount and the reason to you before we apply any deduction. A deduction can never exceed the price you paid for the item. This is a condition about the state of the goods, and it does not remove your statutory right to cancel.
Faulty items
If something arrives damaged or develops a fault, your rights under the Consumer Rights Act 2015 apply in full, on top of anything set out above. None of the refund rules above apply in that case: the return and the full refund, or the exchange, are entirely at our cost, and you advance nothing. We also guarantee the pillow for 2 years against loss of height in normal use.
Starting a return or a cancellation
Everything happens on one page: Refund or Cancellation. Give us your order number and the email you ordered with, tell us what is going on, and we take it from there. We reply within 48 working hours.
You can write to us instead if you prefer, through our contact page. For a statutory cancellation inside the 14 days, a plain message is enough and it counts from the date you send it.
The full conditions of the trial are on our 30 Night Trial page. Your statutory right to cancel, with the model form, is on our Right of Withdrawal page. Our full conditions of sale are in our Terms and Conditions.
Last updated: 30 August 2026.
