Loved By Thousands Of Sleepers
Not Right? No Pressure.
Sleep on it for 30 nights. If the height's off, we'll swap it free. If it's just not for you, send it back. No arguing, no runaround — here's exactly how it works.
30-Night Trial
Free Loft Exchange
1-Year Warranty
Start Here
Most Returns Are Just The Wrong Height
Before you send anything back — if your pillow feels too high or too low, that's a loft problem, not a pillow problem. Nine times out of ten a different height fixes it, and your first swap is completely free. You keep the feel you already like.
Swap My Loft Free
One free exchange per pillow, within 30 nights
Not sure which loft you should be on? Which Loft Am I? sorts it in about 60 seconds.
Your Three Options
Within your first 30 nights, pick whichever suits you.
Free & Fastest
Swap Your Loft
Right pillow, wrong height. We send the loft you should have had.
- Free — no fees at all
- We ship your new loft out fast
- Keep your free gifts
- One free swap per pillow
Store Credit
Wrong pillow, but you'd try another? Take credit and skip the return fee.
- Full product value, in credit
- Issued the day your return lands
- Spend it on anything we sell
- No $15 return fee
Refund
It's just not for you. Send it back and we'll refund the product price.
- Back to your original payment method
- Processed once we've inspected it
- $15 return & processing fee per order
- Original shipping isn't refunded
Take the credit and we waive the $15 fee — but the standard refund is always there if you'd rather have your money back.
How To Start A Return
Please don't post anything back before we've approved it — unapproved returns can't be processed or refunded.
Step One
Email Us
Send your order number to hello@loomosleep.com and tell us what's wrong, and whether you want a swap, credit or refund.
Step Two
We Approve It
We'll send a return authorisation and the correct return address. If it's a loft swap, we'll often just ship the new one straight out.
Step Three
Post It Within 7 Days
Once approved, send it back within 7 days. Approvals expire after that.
Step Four
We Sort It Out
We inspect it on arrival, then process your swap, credit or refund and email you to confirm.
What We Can And Can't Take Back
We're reasonable about this. But a pillow coming back has to be one we could responsibly handle.
We'll Accept
- Returns requested within 30 nights of delivery
- Items in like-new condition — clean, undamaged and free of stains or wear
- Anything faulty, damaged in transit, or sent in error — at no cost to you, and no fee
We Can't Accept
- Requests made after your 30 nights are up
- Items that are stained, torn, soiled, or smell of smoke, pets or perfume
- Items sent back without our approval
- Opened pillowcases and sleep masks — hygiene items are store-credit only
- Free gifts, gift cards, and anything marked final sale or clearance
- Anything bought somewhere other than Loomo or an authorised seller
- Repeat returns of a product you've already trialled and sent back
The trial covers one of each product per customer, household or delivery address. We may decline returns — and future orders — where the policy is clearly being abused.
What You Get Back
No surprises at the end. Here it is, plainly.
| Situation | What you get back | Fees |
|---|---|---|
| Wrong loft | A new loft, shipped free | None — it's free |
| Faulty, damaged, or wrong item sent | Full refund or replacement, including your original shipping | None — we cover it |
| Changed your mind — store credit | Full product value, issued as store credit | None — fee waived |
| Changed your mind — refund | Product price, less the return fee | $15 return & processing fee per order. Original shipping isn't refunded. |
| Returning part of a bundle | Refund adjusted — the bundle discount no longer applies to what you kept | $15 return fee |
| Parcel refused or left unclaimed | Product price, less our outbound and return shipping costs | Shipping costs deducted |
Refunds go back to your original payment method once we've received and inspected the return. Your bank may take a few more business days to show it.
Damaged, Missing, Cancelled
Damaged Or Missing Items
Check your order as soon as it lands. If something's damaged, or tracking says delivered but nothing arrived, email us within 7 days so we can investigate with the carrier.
Please include clear photos of the damage and a photo of the SKU label on the packaging. After 7 days we can't take responsibility for lost, stolen or damaged items.
Cancellations
We pack quickly, so the window is short. Email us as soon as you can after ordering and we'll cancel it if it hasn't been dispatched yet.
Once your order has shipped and a tracking number has been issued, it can't be cancelled or refunded as a cancellation. At that point it's with the carrier and out of our hands.
You're not stuck, though — your 30-night trial starts the day it arrives, so you can still return it then under the rules above.
Warranty
Every pillow carries a 1-year limited warranty against manufacturing defects, from the day it's delivered. If a pillow is genuinely defective, we'll repair, replace or refund it.
It doesn't cover normal wear, the gradual softening every pillow goes through, or damage from misuse or washing it against the care instructions. Full details are in our Terms of Service.
After Your Swap
Your free loft exchange is one per pillow. Once we've sent the replacement loft, that's your swap used — the replacement isn't eligible for another free exchange.
It's still covered by the 1-year warranty, of course. If something's actually defective, we'll always put it right.
Common Questions
When do my 30 nights start?
The day your order is delivered. You need to contact us inside that window — a request made after 30 nights can't be accepted.
Can I cancel my order?
Only if it hasn't shipped yet — email us fast and we'll try. Once your order has been dispatched and a tracking number is issued, we can't cancel it or refund it as a cancellation. You can still return it once it arrives, under the normal 30-night trial rules.
Why is there a $15 fee?
It covers return shipping and the cost of processing and inspecting your return. It's a flat fee per order, not per item — and we waive it completely if you take store credit, or if the item was faulty or we sent the wrong thing.
Can I swap for a different pillow instead of a different loft?
The free swap covers a different loft of the same pillow. If you'd rather move to a different product, take the store credit — you get the full product value with no return fee, to put toward whatever you like.
Do I keep the free gifts if I return the pillow?
Yes. Free gifts are yours to keep. We don't ask for them back and we don't deduct them from your refund.
My partner and I want different lofts. Are we both covered?
Yes — every pillow you buy gets its own free loft swap. Two pillows on one order means two swaps.
What if my pillow arrives damaged?
Email us within 7 days with photos of the damage and the SKU label on the packaging. We'll refund or replace it in full, including shipping, at no cost to you. That's separate from the trial, and there's no fee.
Ready to start? Email hello@loomosleep.com with your order number.