Frequently Asked Questions

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

Contact us as soon as possible at sale@kneepillow.co.uk to request a change or cancellation before dispatch. If your order has already been dispatched, you can still notify us that you wish to cancel and return eligible goods under our refund policy.

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

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

We deliver within the UK and to the United States, Canada, the EU, Australia, New Zealand and Singapore. Availability varies by product and destination.

Delivery costs and timings depend on the item. Wall beds and bunk beds use booked UK two-person delivery. See our shipping policy for costs and lead times.

We email your tracking details when your order is dispatched. Follow the courier link in that email, or sign in to your account to view your order.

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

Contact us within 14 days of delivery, then send the item back within a further 14 days. You pay change-of-mind return postage; we cover return postage for faulty, damaged or incorrect items. See our refund policy for full conditions, including inspection rights, hygiene-seal exceptions and refund timings.

1. Go to account.kneepillow.co.uk and log in.
2. Find your order and click "Request return."
3. Select the item(s), reason for return, and leave a note.
4. Submit your return request. You can also notify us by email or phone, without giving a reason.

• We cover return shipping for faulty, damaged or incorrectly supplied items.
• You pay the return shipping cost for change-of-mind returns. See our refund policy for full details.

Refunds are issued to your original payment method within 10 calendar days after we receive the returned goods or evidence that you sent them back, whichever is earlier. Your payment provider may take additional time to display the credit.

Yes, exchanges are accepted for unused items in original condition, with original packaging where possible. Hygiene-sealed items must remain sealed. Contact us to arrange an exchange.

We accept American Express, Apple Pay, Google Pay, Mastercard, Shop Pay, Visa, Klarna, and BACS / Direct Bank Transfer.

BACS / Direct Bank Transfer is a manual checkout option. Payment instructions are shown when you select it. We dispatch your order after the transfer has cleared into our account, so bank-transfer orders can take longer to arrive than orders paid for by card or digital wallet.

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

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)

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

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