Customer guide

Delivery & Returns

How your order is dispatched and tracked, what delivery costs, and how to return something if it is not right.

How your order reaches you

  1. 1
    Order placed

    Handling takes 1–2 business days (Monday–Friday).

  2. 2
    Dispatch

    Order by 12:00 GMT for same-day processing. Weekend orders start the next business day.

  3. 3
    Tracked transit

    Royal Mail, Evri, Yodel, FedEx or DHL.

  4. 4
    Delivered

    UK courier orders typically arrive in 2–4 business days in total, including handling. Furniture timings are below.

UK delivery

Standard shipping

Secure, tracked delivery on orders under £39.

£5.00

2–4 business days, including handling

Free shipping

Applied automatically at checkout on orders over £39.

Free

2–4 business days, including handling

Furniture, wall beds and bunk beds

Large furniture travels with a two-person delivery team rather than a courier. The team contacts you to arrange a slot, and two-person delivery is included at no extra cost on UK furniture orders.

  • Wall beds & bunk beds — in stock: Within 10 working days · delivery included
  • Wall beds & bunk beds — made to order: ready in approx. 4 weeks, then delivery within 10 working days · delivery included
  • Artisan furniture — in stock at the local warehouse: 2–4 business days in the UK, 4–6 business days internationally · delivery included
  • Artisan furniture — made to order: approx. 8 weeks · delivery included

Made-to-order pieces are built after you order, so the lead time runs from the order date, not from dispatch. In-stock artisan pieces leave the local warehouse on the courier service above. The product page shows which applies.

International delivery

Free shipping applies automatically once your order passes the threshold shown for your country. International orders typically take 4–6 business days in total (1–2 business days handling plus 3–4 business days transit).

  • United States: $20.00 · free over $100
  • Canada: C$27.00 · free over C$100
  • Europe (EU): €15.00 · free over €100
  • Australia: A$30.00 · free over A$100
  • New Zealand: NZ$33.00 · free over NZ$100
  • Singapore: S$25.00 · free over S$100
Backorder items

Some custom furniture, wall beds and high-demand items are marked as backorder on the product page. These are built to order in approx. 4 weeks and then delivered within 10 working days. We will keep you updated by email at every stage.

Returns

14-day window

Request a return within 14 days of delivery.

Condition

Unused and in original condition, with original packaging where possible. You may inspect an item as you would in a shop.

Hygiene seals

Vacuum-sealed items must remain unopened.

Starting a return

  1. 1
    Open the portal

    Sign in with your order email and order ID (e.g. #1001).

  2. 2
    Select items

    Choose the products and the reason for return.

  3. 3
    Ship it back

    Print the label and post to the UK warehouse address provided. You pay return postage on change-of-mind returns; faulty items are returned free of charge.

Start a return

Please do not post returns to our head office

Our Hanover Square address cannot accept physical returns. Always use the warehouse label supplied by the returns portal.

Refunds

  • Inspection on arrival: 1–2 business days
  • Refund issued: Within 10 business days of receipt
  • Restocking fee: None

Once your parcel reaches the warehouse we check its condition, then issue the refund to your original payment method. Last updated: 26 August 2026.

Still need help?

Our UK team is available Monday to Friday, 9am–5pm GMT.

Contact form sale@kneepillow.co.uk +44 7441 395503