Refund & Return Policy
How the guarantee works
Because every pillow is custom made from your photo, we hold ourselves to a high bar. If any of the following happens, contact us within 60 days of delivery and we'll remake your pillow or refund you:
- It arrives damaged or defective.
- It doesn't match the proof you approved.
- The print quality or construction isn't right.
- You're simply not happy with it, tell us why and we'll work to fix it.
How to start a return or refund
Send us a message with your order number and, if there's a problem, a quick photo. The form has fields for both. We'll respond with next steps. In most cases you won't need to ship anything back, and if we do ask you to return an item, we'll cover the return shipping for defective or incorrect orders.
Refund timing
Approved refunds are issued to your original payment method, typically within 5 to 10 business days after we confirm them, depending on your bank.
Custom items and preference changes
Custom products are made just for you, so we can't resell them. If you simply change your mind about the photo or design after you've approved the proof and we've started production, that isn't covered by a standard refund. It is still covered by the love-it guarantee above, so reach out and we'll do our best to make you happy.
Reservations (no-charge orders)
If you reserved a pillow without paying, there's nothing to refund. You can cancel your reservation any time before production begins at no cost, using the link in your confirmation email or your order page.
Prepaid orders before production
If you prepaid and haven't yet approved your proof, and production hasn't started, you can cancel for a full refund. Just send us a message.
Questions
We're a small team and we read every message. Contact us and we'll take care of you.