Refund policy

1. The 14 Day Return Window

Your 14 days start on the day your order is delivered, not the day you place it. Delivery normally takes 5 to 11 days, and you should not lose part of your window to a courier.

If within those 14 days you decide the pillow is not right for you, email support@losela.com with your order number and tell us. That is the whole process. We do not require a reason, a photo, a phone call, or a completed form.

One thing worth knowing before you decide. A contoured pillow changes how your neck sits all night, and most people need a few nights to adjust. Some feel worse before they feel better. We email you a short adjustment plan on nights 0, 1, 3 and 7 to walk you through it, including which side to start on. If you are unsure partway through, reply to any of those emails and we will help you get it working. We would rather solve it than take it back.

2. Do I need to send the pillow back

Usually, no.

For most returns we will simply refund you and ask you to keep, donate, or dispose of the pillow. Shipping a used pillow back across the world costs more than the pillow is worth, and making you box it up and stand in a queue is a barrier we do not want in your way.

If we do ask for it back, we will send you a prepaid return label at our cost. You will never be asked to pay return postage, and you were never charged for the original shipping either.

3. Damaged, defective, or wrong item

If your pillow arrives damaged, is not the item you ordered, or develops a fault, email support@losela.com within 14 days of delivery with your order number and a photo or two.

We will send a free replacement or issue a full refund, whichever you prefer. We do not ask for the faulty one back.

This includes loft failure. Memory foam is supposed to return to its shape. If yours flattens out and stops holding its height, that is a defect rather than wear, and it is a refund or a replacement.

4. Cancelling or changing an order

Within 12 hours of ordering. Email us and we will cancel it outright for a full refund, or correct the address, before it goes anywhere.

After 12 hours. The order has usually been released to our fulfilment centre and cannot be recalled. We cannot stop it in transit, but you do not lose anything. Your 14 days simply begin when it arrives, and you can return it then under Section 1.

Address changes after dispatch. Neither we nor the courier can make these. If you realise the address is wrong, email us immediately and we will work out the best option with you.

5. Orders that do not arrive

If your tracking has not updated in 10 days, or your order has not arrived within 21 days of dispatch, email us. We will replace it or refund it in full.

This is separate from the 14 day return window. That window only starts once the pillow is actually in your hands, so a delayed order never costs you your right to return it.

You do not need to chase the courier. That is our job.

If tracking shows the package was delivered but you cannot find it, tell us anyway. Please check with neighbours and around the property first, but we would rather sort it out than argue about a scan.

Refused or undeliverable deliveries. If a package comes back to us because delivery was refused, or because the address given at checkout was incomplete or incorrect, we will contact you to arrange a redelivery or a refund. We may deduct the actual cost of reshipping in that situation, and we will tell you the exact amount before we do.

6. Multiple pillows

Plenty of people order a second one for a partner. If you bought two or more and only want to keep one, that is fine. Email us and we will refund the ones you do not want. Each pillow gets its own 14 days from the delivery date.

7. How and when you get your money

Refunds go back to the original payment method you used. We cannot send a refund to a different card or account.

We approve refunds within one business day of your email, and normally the same day. Once approved, the refund is issued immediately on our side. Your bank or card issuer then takes a further 5 to 10 business days to post it to your statement, and that part is out of our hands.

You will get an email confirming the refund the moment we process it. If it has not appeared after 10 business days, forward us that confirmation and we will chase it with you.

Discounts and promotions. If you bought at a launch or promotional price, we refund the price you actually paid. Nothing is deducted for the discount.

8. What is not covered

We have kept this list as short as we honestly can.

1. Requests made more than 14 days after delivery. If you are a little outside the window, email us anyway. We would rather look at it than turn you away on a technicality.
2. Deliberate damage or misuse, as distinct from ordinary use or a manufacturing fault.
3. Pillowcases and bedding you bought elsewhere. Our contoured shape does not fit a standard case well. That is a real limitation of the product and we say so on the page, but we can only refund the pillow and not anything you bought to go with it.
4. Free gifts and promotional extras. These have no cash value and are not refunded separately. Keep them.

9. What we are not going to do

1. We will not hold back a percentage of your refund.
2. We will not charge a restocking fee.
3. We will not require you to sleep on it for a minimum number of nights before we accept a return.
4. We will not make you pay return postage.
5. We will not ignore your email and hope you give up.

If any of that happens to you, reply to your order confirmation and it will reach a person who can fix it.

10. A note on your neck

We are not able to give medical advice, and this is a pillow rather than a treatment. If you have a diagnosed cervical spine condition, have had neck surgery or a fusion, or are recovering from an injury, please talk to your own clinician before changing your pillow. Changing loft changes how your neck sits for eight hours a night, and for some conditions that matters a great deal.

If that conversation leads you to decide this pillow is not right for you, the return window covers you. Refund, no questions.

11. Chargebacks

Please email us before opening a dispute with your bank. A chargeback takes weeks, freezes the amount while it is investigated, and gets you your money no faster than just asking us, and we approve refunds in a day. There is nothing you can win in a dispute that we will not simply give you.

12. Contact us

Email us at support@losela.com and we will reply within one business day, usually sooner. Please include your order number, and a photo if something is wrong with the pillow.