Frequently Asked Questions

Orders & Products

How do I place an order?

Simply add the item(s) to your cart and proceed to checkout. Follow the on-screen instructions to complete your purchase securely.

Can I change or cancel my order after placing it?

Yes, you can cancel or modify your order as long as it hasn’t been dispatched. Contact us as soon as possible at sale@kneepillow.co.uk.

I made a mistake in my shipping address. Can I update it?

If your order hasn’t shipped yet, we can update your shipping address. Please email us immediately with the correct details.

Are your products covered by a warranty?

Some products may be covered by a manufacturer’s warranty. Contact us with your order details to check if your item qualifies.

Shipping & Delivery

Where do you ship?

We currently offer shipping within the United Kingdom and internationally, including destinations such as the United States, Canada, New Zealand, Singapore, Europe and more.

All products are shipped to addresses within the United Kingdom. Some products are also available for international delivery.

Football fan gear and merchandise items are shipped worldwide via DHL, while handmade furniture items are shipped to the USA and Canada.

Delivery services and costs may vary depending on the destination and product category. For full details, please see our Shipping Policy.

How can I track my order?

Once your order has been shipped, you’ll receive a tracking number by email. You can use it to track your order anytime at this page using your order number, email, or phone number.

My package hasn’t arrived. What should I do?

If your delivery is late, first check the tracking status. Then contact us with your order number and we’ll investigate immediately.

Returns & Refunds

What is your return policy?

You can return items within 14 days of delivery if they are unused, unopened, and in original packaging. Faulty or incorrect items can also be returned. For full details, please see our Refund Policy.

How do I return an item?

Go to account.kneepillow.co.uk and login.
Find your order and click “Request return.”
Select the item(s), reason for return, and leave a note.
Submit your return request.

Do I have to pay for return shipping?

If your item arrives damaged or broken, we will cover the return shipping.
For all other returns, customers are responsible for the return shipping cost.

When will I receive my refund?

Once we receive and inspect the item, we’ll process your refund within 10 business days. If you share proof of return, refunds may be issued sooner.

Can I exchange an item?

Yes, exchanges are accepted for unused and unopened items in original packaging. Contact us to arrange an exchange.

Payments & Billing

What payment methods do you accept?

We accept American Express, Apple Pay, Diners Club, Discover, Klarna, Google Pay, Maestro, Mastercard, Shop Pay, UnionPay, and Visa.

Is it safe to shop on your website?

Yes. Our checkout uses secure encryption to protect your personal and payment details.

What currency will I be charged in?

Orders are processed in the local currency depending on your region:

United Kingdom – British Pounds (GBP)

United States – US Dollars (USD)

Canada – Canadian Dollars (CAD)

Australia – Australian Dollars (AUD)

New Zealand – New Zealand Dollars (NZD)

Singapore – Singapore Dollars (SGD)

Why did my payment fail?

Payment failures may occur due to bank restrictions, incorrect card details, or network issues. Try again or contact us if the issue persists.

Can I get an invoice for my order?

Yes. A digital invoice is emailed after your purchase. You can also request a VAT invoice by contacting us with your order number.