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FAQ

How can I contact customer service?

We aim to deliver the best customer service. If you have any questions about ordering or about our products, please feel free to contact us between 08:00-19:00 Monday to Friday by email hello@brightrsleep.com. We are a small team and we aim to get back to you in 24 hours, but in busy periods it could take up to 48 hours.


When will I receive my pillow?

We aim to deliver your pillow within 2-4 business days, but we always try to exceed our expectations and where possible deliver faster. Pillows are usually dispatched same day (cut off time 12:00), except bank holidays and weekends. We do offer an express shipping option, which is 1-2 business days.


What are the dimensions of the boxes?
Our pillows are packed in an eco-friendly box, the size of the box is 20x20x45cm.


Do you ship internationally?
Yes, we do. Here is more information about international shipping costs.


How can I track my order?
Once your order is shipped you will receive a tracking information and the name of the courier service used for the delivery. We use Yodel and Hermes.

I have received a partial delivery. When can I expect my remaining delivery?
Some of our products are based in different logistics centres, and therefore our pillow protectors are usually shipped separately from the pillow. They usually arrive at the same time or a day later. Don’t worry, everything will arrive with you soon.

Where are Brightr® pillows shipped from?
All pillows are shipped from the United Kingdom.

How can I return the pillow?
We have made returns very simple. Start the return process in our online system, we will approve the return in 48-72 hours. 

Why do I need to sleep on a pillow for 14 days before returning it?
It is absolutely normal that finally sleeping on a proper pillow will take some time for your body to adjust to it. Because we would like you to be truly happy with your purchase, we ask you to try it for a minimum of 14 nights before being eligible to return it with our 30 night sleep guarantee.

What do you do with returned pillows?
That’s a great question. We want to make sure that all pillows, even if they didn’t suit our customers, don’t end up going straight into landfill. Therefore, we donate usable returned pillows to homeless charities or animal shelters. Pillows are washed and refurbished, before they are given to a charity, so they are hygienic and clean.

How quickly do I get my refund?
We aim to send the refund as soon as we receive the returned pillows, but it should not take longer than 14-21 days from the moment we receive your returned product.

Can I buy Brightr® pillows anywhere else?
Yes, you can buy them on Amazon.


What payment options do you accept?
We accept all major debit and credit cards, PayPal, Apple Pay, G Pay, Amazon Pay and additionally we offer financing options with our partner Klarna. Read more about it here.


How can I pay with Klarna?
We have made buying our pillows very simple. If you would like to use Klarna financing to split your payment or pay 30 days later, choose Klarna finance at the final payment stage (after you have entered shipping details) and click the place order button. You will be redirected to the Klarna website to complete the order.

Returns & Exchanges


Can I return my Brightr® pillow if it doesn't meet my expectations? Yes, we offer a hassle-free return policy. If you're not completely satisfied with your pillow, you can initiate a return within 30 days (here) of purchase for a full refund.

How do I initiate a return for my Brightr® pillow? To initiate a return, simply visit our website and navigate to the returns portal. Follow the prompts to provide your order information and reason for the return. Once your return request is approved, you'll receive instructions on how to proceed with sending back the pillow.

Is there a restocking fee for returns? No, we do not charge any restocking fees for returns. You'll receive a full refund for the purchase price of the pillow, excluding any shipping costs paid.

Do I need to return the pillow in its original packaging? We recommend returning the pillow in its original packaging to qualify for a full refund. Please ensure that the pillow is securely packaged to prevent any damage during transit.

How long does it take to process a return and receive my refund? Once we receive your returned pillow, we aim to process the refund within 14-21 business days. Depending on your financial institution, it may take additional time for the refund to reflect in your account.

Can I exchange my Brightr® pillow for a different model or size? Yes, we offer free of charge (one) exchange, please start the exchange process here.

What if my Brightr® pillow is damaged or defective? If your pillow arrives damaged or defective, please contact our customer service team immediately. We'll work with you to resolve the issue promptly, whether it's through a replacement, refund, or alternative solution.

Do I need to pay for return shipping? Yes, customers are responsible for return shipping costs unless the return is due to a manufacturing defect or damage during transit. Please retain proof of postage for your records.

Can I return my Brightr® pillow if I purchased it from a retail store or third-party website? If you purchased your pillow from a retail store or third-party website, please refer to their return policy for instructions on how to initiate a return. We recommend contacting the retailer directly for assistance.

Do you offer returns for international orders? Yes, we accept returns for international orders following the same process as domestic returns. However, please note that customers are responsible for return shipping costs and any applicable customs fees.

 

Can I purchase additional fill for my Brightr® pillow? Yes, we offer additional fill for purchase separately here. If you find that you need more or less fill to achieve your desired loft and firmness, please contact our customer service team for assistance.

Are Brightr® pillows suitable for children? While our pillows are designed with high-quality materials and adjustable features, we recommend consulting with a pediatrician before using our pillows for children under the age of 2. For older children, the pillow can be adjusted to provide appropriate support.

What is the recommended care routine for my Brightr® pillow? To maintain the longevity and performance of your pillow, we recommend fluffing and airing it out regularly.

 

Can I adjust the firmness of my Brightr® pillow? Yes, our pillows feature adjustable fill that allows you to customize the firmness to your preference. Simply add or remove one of the layers to achieve the desired level of support.

Do Brightr® pillows come with a satisfaction guarantee? Yes, we offer a 30-night sleep guarantee on all our pillows. If you're not completely satisfied with your purchase within the first 30 nights, you can return it for a full refund.

Are Brightr® pillows eco-friendly? Yes, we are committed to sustainability and environmental responsibility. Our pillows are made with eco-friendly materials, and our packaging is recyclable.

Do you offer discounts for healthcare professionals or military personnel? Yes, we offer discounts for healthcare professionals, military personnel, and other eligible groups as a token of appreciation for their service. Please contact our customer service team for more information on eligibility and discount codes.

Can I adjust my Brightr® pillow while I'm sleeping? Yes, our pillows are designed to be adjustable even while you're lying down. Simply reach inside the pillow and add or remove fill as needed to achieve the desired comfort level.

Is there a recommended adjustment period for my Brightr® pillow? While some customers may experience immediate improvements in sleep quality, we recommend giving yourself at least 7 nights to adjust to your new pillow. Experiment with different fill levels until you find the perfect fit for your needs.

Can I wash my Brightr® pillow? Yes, our pillows are machine washable. Simply remove the pillowcase and wash it according to the care instructions provided. For the pillow itself, we recommend spot cleaning with a mild detergent if necessary.

Are Brightr® pillows suitable for all sleep positions? Yes, our adjustable pillows are designed to accommodate various sleep positions, including back, side, and stomach sleeping. You can customize the loft and firmness of the pillow to suit your individual needs.

Can I purchase additional pillowcases for my Brightr® pillow? Yes, we offer additional pillowcases for purchase separately. You can find them on our website or contact customer service for assistance.

Are Brightr® pillows suitable for people with allergies? Yes, our pillows are hypoallergenic and suitable for allergy sufferers. The materials used are carefully selected to minimize allergens and provide a clean and healthy sleep environment.

Do you offer any customization options for Brightr® pillows? We do offer extra customisation for your pillow and can send you extra comfort layers, if you find your pillow too low.