Last updated: 4 August 2026

At PillowForma, we aim to make delivery clear, reliable and easy to track. This Shipping Policy explains where we deliver, how orders are processed and what to do if an order is delayed, lost or delivered incorrectly.

This policy applies to purchases made directly through pillowforma.com.

1. Delivery area

We currently deliver to supported addresses in the United Kingdom. Whether we can deliver to a particular postcode will be confirmed at checkout.

Some orders may be dispatched by an international fulfilment partner and may originate outside the United Kingdom. This does not affect the delivery estimate shown at checkout or your statutory consumer rights.

2. Order processing

Orders are normally processed within one to two business days after payment has been successfully authorised. Business days are Monday to Friday, excluding UK public holidays.

Orders placed at weekends or on public holidays will normally begin processing on the next business day. During exceptionally busy periods, processing may take slightly longer. If a material delay occurs, we will contact you using the details supplied with your order.

Processing time is separate from the delivery time stated below.

3. Estimated delivery time

Our estimated standard delivery time to supported United Kingdom addresses is six to eight business days after dispatch.

This is an estimate rather than a guaranteed delivery date unless we expressly agree otherwise in writing. Delivery may occasionally be affected by circumstances outside our reasonable control, including carrier disruption, severe weather, public holidays, customs processing or unusually high order volumes.

Unless a different period has been agreed with you, goods will be delivered without undue delay and no later than 30 days after the contract is formed, as required by applicable UK consumer law.

4. Shipping costs

We currently offer free standard tracked delivery on all orders to United Kingdom addresses accepted at checkout.

If we introduce an optional premium or expedited service, its cost and estimated delivery time will be displayed before you place the order.

5. Customs duties and import charges

Where an order is dispatched internationally, any mandatory taxes, customs duties or import charges that you are required to pay will be clearly disclosed before you place the order, where applicable.

If a carrier unexpectedly asks you to pay a charge that was not disclosed at checkout, please contact support@pillowforma.com before making the payment so that we can investigate.

6. Tracking your order

Once your order has been dispatched, we will send a dispatch confirmation and tracking information to the email address supplied at checkout. Tracking updates may take up to 48 hours to appear after the carrier first receives the parcel.

Some deliveries may involve more than one carrier. In this case, the tracking page may update when the parcel is transferred to the local delivery partner.

Please check your spam or junk folder if you have not received a dispatch email. You may also contact us at support@pillowforma.com with your order number.

7. Cancelling or changing an order

If you need to cancel an order or correct its delivery details, contact us as soon as possible at support@pillowforma.com. We will make reasonable efforts to help, but we cannot guarantee that an order can be changed or stopped after fulfilment has begun.

Once an order has been dispatched, we may be unable to recall it from the carrier. This does not remove your statutory right to cancel an eligible online purchase. After receiving the order, or while it is in transit where applicable, you may notify us that you wish to cancel and then follow our Return and Refund Policy.

8. Delivery delays

If your order has not arrived within the estimated period, please first check the tracking information for the latest carrier update. If the tracking has not updated for several business days or the parcel is materially overdue, email support@pillowforma.com with your order number.

We will investigate with the carrier and provide an appropriate update or remedy. Where delivery is delayed beyond a legally required or specifically agreed deadline, you may have the right to cancel the order and receive a refund. Nothing in this policy limits those rights.

9. Lost or damaged parcels

The risk of loss or damage remains with us until you, or a person nominated by you other than the carrier, takes physical possession of the goods.

If a parcel appears to have been lost in transit or arrives visibly damaged, contact us as soon as reasonably possible. For visible delivery damage, photographs of the parcel, label, packaging and product can help us investigate quickly. Requesting this information does not restrict your statutory rights.

Where a parcel is confirmed as lost or damaged before delivery, we will provide the remedy required by applicable law, which may include a replacement or refund.

10. Tracking shows “delivered”, but the parcel is missing

If tracking shows that your parcel was delivered but you cannot locate it, please:

• check the delivery location and any safe place shown in the tracking information;
• ask other members of your household and nearby neighbours;
• check for a delivery photograph or card; and
• contact the local carrier where appropriate.

If the parcel is still missing, email us promptly with your order number. We will investigate the delivery with the carrier. We will not require you to resolve a confirmed carrier loss yourself.

11. Incorrect or incomplete delivery details

You are responsible for checking that your name, delivery address, postcode, email address and telephone number are complete and accurate before placing an order.

If you notice an error, contact us immediately. We will try to correct the details before dispatch, but this may not be possible once the order has entered fulfilment or has been handed to the carrier.

If a parcel cannot be delivered or must be sent again solely because the details supplied by you were incorrect or incomplete, we may ask you to pay the reasonable direct cost of redelivery. We will explain any charge before arranging redelivery. This does not apply where the delivery problem was caused by us or the carrier.

12. Undeliverable and refused parcels

A parcel may be returned to the sender or fulfilment facility if delivery is repeatedly unsuccessful, the address is incomplete, the parcel is not collected, or delivery is refused.

If this happens, please contact us. We will review the tracking history and offer an appropriate resolution. Any refund or redelivery charge will depend on the circumstances, the actual costs incurred and your statutory rights.

Refusing delivery does not always complete a legal cancellation or guarantee that a parcel will reach the correct returns facility. If you wish to cancel, send a clear cancellation request to support@pillowforma.com and follow the authorised instructions in our Return and Refund Policy.

13. Separate deliveries

Items from the same order may occasionally be dispatched separately. If this happens, you may receive more than one tracking number and the parcels may arrive on different days. You will not be charged additional standard delivery fees because we divided the shipment.

14. Contact details

For questions about shipping, tracking or delivery, contact:

PillowForma
Legal entity: PILLOWFORMA
Business correspondence address: 4855 Rock Ln, Dayton, Wyoming 82836, United States
Email: support@pillowforma.com
Website: pillowforma.com

The business correspondence address above is not a returns address. Contact our support team before returning any item so that we can provide the authorised instructions for your case.