Orders & Shipping
How long does it take to dispatch an order?
For most of our products, we dispatch within 4–5 working days.
However, for personalised or customised pillows, we take a little extra care — these are usually dispatched within 7–9 working days. Once dispatched, you’ll receive a tracking link to stay updated on your delivery.
How much does shipping cost, and how long will it take to receive my order?
We offer free standard shipping on all orders over $120 within the 48 contiguous U.S. states (excluding Alaska, Hawaii, U.S. Territories, and military installations).
Our standard delivery timeframe is 7–9 business days for most orders. In rare cases, it may take up to 15 business days.
If your order hasn’t arrived by the 10th business day, don’t worry — it’s still on its way.
If it hasn’t arrived by the 15th business day, please contact us so we can initiate a trace with the carrier.
Please note:
We ship Monday through Friday (excluding weekends).
Shipping estimates are based on timelines provided by DHL, UPS, USPS, FedEx, or other carriers.
We are not responsible for delays caused by weather, natural disasters, or other events beyond our control.
I put in the wrong address. What should I do?
Oh no — don’t worry! Please email us right away at support@whitewillow.co, and we’ll do our best to help.
Here’s what you need to know:
If your order hasn’t been sent to our fulfillment team yet: We’ll gladly update your shipping address.
If your order has been packed but hasn’t shipped: We can help you place a new order with the correct address. A 20% restocking fee will apply to the original order.
If your order has already shipped: We won’t be able to change the address from our side. We recommend reaching out to the courier directly for any delivery updates or redirection.
What happens if my order is lost in transit?
If your order hasn’t arrived within 15 business days from the date of dispatch, it may be delayed or lost in transit. But don’t worry — we’re here to help.
First, we recommend checking with your household members, neighbors, or building staff to see if someone might have received the package on your behalf. Many of our customers have found their orders this way!
If you still can’t locate the package, please reach out to us at support@whitewillow.co with your order details. We’ll begin a trace with the shipping carrier right away.
If the package is confirmed lost, we’ll arrange for a replacement or refund in line with our policy.
Do you offer a trial period on your products?
Yes! We offer a 101-Night Risk-Free Trial on select products — because true comfort takes time.
It can take up to 30 days for your body to adjust to a new pillow or cushion, especially if you’re switching from a different type or material. That’s why we give you plenty of time to settle in and truly experience the difference.
If, after 30 days, you feel the product still isn’t right for you, you can request a return or exchange anytime within the 101-night period.
Just ensure the product is in good condition — not heavily damaged or soiled.
To see if a product qualifies, look for the “101-Night Trial” badge on the product page.
For any help, email us at support@whitewillow.co — we’re always by your side.
Warranty
What is the warranty on your pillows?
We’re happy to offer a 5-Year Limited Warranty on our pillows, covering defects in material or workmanship under normal, intended use. This includes physical flaws in the foam that cause it to split or crack, significant loss of shape or structure not caused by misuse, and manufacturing defects in the stitching or fabric. However, the warranty does not cover damage caused by misuse, abuse, or improper care — such as exposure to liquids, sharp objects, or rough handling — as well as improper washing or cleaning methods, issues from unauthorized sellers, or normal wear and tear over time.
To initiate a warranty claim, simply email us at support@whitewillow.co with your order number, photos of the issue, and a brief description. Our team will evaluate your request, and if the claim is approved, we’ll arrange to repair or replace the product as needed. If the item needs to be returned, it must be securely packaged to avoid damage in transit.
Please note that this warranty applies only to the original purchaser and is non-transferable. If you’re gifting our products, kindly share the order number with the recipient, as it is required for any warranty claim. For warranty claims outside the U.S. mainland, additional shipping or duty charges may apply. The original warranty term remains valid from the date of purchase and does not reset with any replacement or repair.
Do I need to register my product to activate the warranty?
Yes, to activate your 5-Year Limited Warranty, you’ll need to register your product.
Simply visit our Warranty Registration page or scan the QR code provided in the leaflet included with your order.
This helps us verify your purchase and provide faster support if you ever need to make a claim.
How long does it take to process a warranty claim?
Once we receive your warranty claim with all the required details (order number, photos, and description), our team will review it within 3–5 business days.
If the claim is approved, we’ll arrange for a repair or replacement and share the next steps with you promptly.
Please note: Shipping timelines may vary based on your location.
Payments & Promotions
What payment methods do you accept?
We accept a variety of secure and convenient payment options, including:
- Credit & Debit Cards (Visa, Mastercard, American Express, etc.)
- PayPal
- Shop Pay
- Apple Pay & Google Pay (where supported)
- UPI & Net Banking (for India-based orders)
- Buy Now, Pay Later options (where available)