FAQ

How long will delivery take?

Your order goes out within 1 to 3 business days, by express shipping. Then allow 4 to 8 business days to France, Belgium and Luxembourg, 6 to 10 days to Germany, the Netherlands and Austria, and 6 to 12 days to the rest of the European Union. The detail is on our Shipping & Returns page. A tracking number is emailed to you as soon as it ships.

Is shipping charged?

No. Shipping is free, with no minimum order, to France, Belgium, Luxembourg, Switzerland and the whole of the European Union.

Will I have customs charges to pay?

Possibly. Our items ship from warehouses located outside the European Union: import duties and VAT may be collected by the carrier on delivery, in addition to the amount paid on this site. The amount depends on your country and the value of your order.

We would rather tell you here than let you find out at the door. The detail is on the Shipping & Returns page.

How long before I can judge a pillow?

Three to ten nights. An ergonomic pillow changes the position of your neck, and your muscles need that long to readjust. The first nights can be uncomfortable without the product being at fault.

That is exactly why we give thirty nights and not a fortnight. If nothing improves after ten nights, write to us: it is usually a question of height, and an exchange settles it.

Can I change my mind after buying?

Yes. You have the statutory right of withdrawal of 14 days from receipt, with no need to justify yourself. And on the cervical pillow, the blanket, the pillowcase, the bonnet and the knee pillow, we go further: 30 nights to judge for yourself.

Hygiene items already opened — ear plugs, masks, nasal dilator — cannot be taken back, except if faulty.

Do I pay to send an item back?

Under €25, no: we refund you without even asking you to send the item back, because shipping would cost more than the product.

Above €25, the direct cost of returning it is yours to bear — allow €10 to €20 depending on the carrier and your country. If, however, the item is faulty, not as described or damaged, we cover everything, return postage included.

And if it is a comfort issue rather than a change of mind — a pillow that is too high, for instance — write to us before sending anything back: under our 30-night guarantee we offer an exchange first, at our cost.

Can I try the product before returning it?

Yes, and we encourage it. You may open the packaging and try it as you would in a shop: a few nights of trial leads to no deduction at all.

An item returned stained, washed, deformed or showing obvious heavy use has, however, lost market value. Article 14 of the European Directive then allows that diminished value to be deducted from the refund. We always tell you in writing, with photographs, before any deduction.

How does the 30-night guarantee work?

You write to us explaining what did not work. A pillow often needs three to ten nights of adjustment, and sometimes the height you chose is simply not the right one — in that case we offer an exchange at no cost. If the exchange does not suit you, we refund you.

It applies to one item per household per product, assumes normal use, and adds to your statutory right of withdrawal without replacing it.

Which pillow should I choose if I sleep on my side?

The Cooling Cervical Pillow fills the gap between your shoulder and your head. On your side, the body has a second unsupported point: the space between your knees. That is what the Knee Pillow is for. The two work together — our guide for side sleepers covers both points.

Why do your cooling products not use gel?

Because gel saturates. It gives an immediate cool feeling, then absorbs all the heat it can hold and turns lukewarm after twenty to thirty minutes — precisely as you enter deep sleep. 3D mesh does not cool in one burst: it vents continuously.

Are the pillowcase and the bonnet real silk?

Yes, mulberry silk. Silk absorbs almost nothing: your evening skincare stays on your skin instead of soaking into the fabric, and hair glides instead of catching.

Does the sound mask work without a phone?

It has built-in sounds — white and pink noise — and also connects over Bluetooth if you prefer your own tracks. The speakers are flat: nothing in the ear, no pressure when you lie on your side.

Do your products treat pain or sleep apnoea?

No, and we would be wary of anyone who claimed they did. Our items are comfort products: they act on position, temperature, light and noise. If you have persistent pain or a night-time breathing disorder, see a doctor.

How do I care for my items?

Covers are removable and machine washable at 30 °C on a delicate cycle. Silk is washed by hand or on a silk programme, dried flat, without spinning. The detail is on each product page.

Is payment secure?

Yes. Transactions are encrypted and we never have access to your banking details.

Another question?

Write to us at contact@restelya.com, we reply within 24 to 48 hours.