FAQs

✔︎ You’ve made an order, your excited for a better sleep knowing your Pillowfly is on its way - now what?

Once an order is placed, our Shipping Team will carefully collect your Pillowfly and package it with love, so please allow up to 2 business days for our team to pick and pack your order. Most of our Pillowfly are shipped out the same day as ordering or the following morning.

Your Pillowfly with then be sent from our Warehouse in NSW. Once your order is dispatched, it will be safely in your hands within the following timeframes depending on your location:

NSW: 2-4 business days

ACT: 2-4 business days

VIC: 3-5 business days

QLD: 3-5 business days

SA: 4-6 business days

TAS: 5-6 business days

WA: 6-8 business days

NT: 7-10 business days

International Shipping:
UK, USA & NZ: 10-15 business days

As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow your Pillowfly every step of the way.

We currently offer FREE Shipping on Australia Wide!

Yes, the Pillowfly comes with a case! It’s made from a smooth, high-quality fabric that feels great against your skin and molds perfectly to the pillow's shape. The cover is a blend of Lyocell and polyester, so it’s silky smooth and helps reduce sleep marks. Plus, it has a durable zipper for easy cleaning!

The Pillowfly measures 62 x 41 cm and offers two height options—8 cm on one side and 10 cm on the other. This makes it very adaptable and compatible for everyone, ensuring you can find the perfect height to suit your needs!

The Pillowfly features a memory foam core crafted into its unique shape, providing excellent support. The outer case is made from a blend of Lyocell and polyester, ensuring a soft and comfortable feel!

When your Pillowfly arrives, it’s a good idea to air it out outside if you notice any initial smell, as memory foam can have an odor when coming out of the packaging. Just let it breathe for a bit, and it should be good to go!

The Pillowfly itself cannot be washed, as memory foam pillows should never be fully submerged in water. However, you can spot clean it with a damp cloth to keep it fresh. The outer case is removable and machine washable, so you can easily clean that as needed!

The Pillowfly exists to help everyone achieve that good night’s sleep we all crave.

This policy has been established to give you the comfort of knowing that, subject to the conditions set out below, if any product you purchase from the Pillowfly is found to be defective we will happily replace the product or offer you a refund if you wish to return the item within 14 days. If you apply for a refund after 14 days we will decline your application.

You will be responsible for paying for your own shipping costs returning your item. Shipping costs are non-refundable.

Depending where you live, the time it may take for your exchanged product to reach you may vary.

Consider using a trackable shipping service insurance. We do not guarantee that we will receive your returned item.

This policy provides you with benefits in addition to the rights you have at law, including under the Australian Consumer Law, because customer satisfaction is very important to us.

Note, that we do not offer refunds for change of mind or if you are dissatisfied with the product. We only offer refunds if the product is defective.

 As part of any assessment, we look at the following:

• If there is a minor fault

Where the product has experienced a minor fault you may choose to receive a refund or a replacement.

•  If there is a major fault

Where the product has experienced a major fault you may choose to receive a refund or a replacement.

• If the product has been damaged through abnormal use

Unfortunately, the Pillowfly cannot offer a refund or replacement where the product has sustained damage due to abnormal use as identified by Pillow Pod.

How do I return a product?

To return a faulty product send us an email at support@pillowfly.com or use our contact us page and explain why you would like to return the product with a photo of your faulty product.

At Pillowfly, your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer GooglePay and ApplePay too!

We are also NDIS friendly. If you reach out to us we can arrange to have an invoice sent to your NDIS Case Manager to organise payment.

All pricing for our Australian store is listed in Australian dollars (AUD).

The Pillowfly is Australian Owned & Operated. Our HQ is located in Adelaide, South Australia and is owned by a small family who have been passionate about getting a good night’s sleep for years. Our Pillowflys are shipped from our Warehouse in NSW!

These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched by our Shipping Team you will need to go through our returns process.

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

You can use our Contact Us form or reach out at support@thepillowfly.com. We answer emails Australia wide, so we can sometimes have some slight delays in response time. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!

We always strive to be the best so we love hearing your thoughts. We also love hearing your incredible Pillowfly stories, as it warms our hearts to see our Pillowfly being so well loved and helping our customers get their best rest. Should you have any feedback for us, please feel free to email us at support@thepillowfly.com.