Refund policy

Loftly wants you to actually sleep on it, so the trial is 60 nights from the day your order arrives. If The Loft Pillow is not right for you in that time, email us and we will refund you in full.

YOU DO NOT NEED TO SEND IT BACK

Used bedding cannot be resold, and posting a pillow back to us costs more than the pillow is worth. So we do not ask for it. Keep it, move it to a guest room, or donate it to a shelter. We would rather you did that than spend your own time and money on a return label.

HOW TO GET A REFUND

Email hello@getloftly.com with your order number and one line about what did not work. You can also message us in the chat on our website. We answer within 1 business day.

Once we approve it, your refund goes back to the original payment method within 5 business days. Your bank may take a few days more to show it.

IF YOU BOUGHT A 2 PACK OR 4 PACK

The trial covers your whole order. Tell us how many pillows did not work for you and we will refund those. Keep the ones you are using.

One trial refund per customer.

DAMAGED, WRONG, OR MISSING

If your pillow arrives damaged, or the wrong loft turns up, or something is missing from your order, email us within 30 days of delivery with a photo. We will replace it or refund it, whichever you prefer. You do not need to send anything back for this either.

IF IT NEVER ARRIVES

If tracking says delivered and you do not have it, check with anyone else at your address first, then email us within 7 days and we will sort it out. If your order has not arrived 30 days after it shipped, email us and we will chase the carrier or send a replacement.

CANCELLING AN ORDER

Email us within 12 hours of ordering. If it has not been packed yet we will cancel it and refund you in full. After it ships, the 60 night trial takes over.

WHAT WE CANNOT REFUND

Orders placed more than 60 days ago. Orders that were not placed on this store.

QUESTIONS

hello@getloftly.com. We are a small operation and we read every email ourselves.