At Alora Pillow, your satisfaction is our priority. We want you to love every purchase. If something isn't right, we're here to help. Please read our policy below carefully before initiating a return or exchange.

1. Return Window

We offer a 30-day return policy. You have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must meet all of the following conditions:

•       In the same condition as when you received it — unused and unwashed

•       With all original tags still attached

•       In its original packaging

•       Accompanied by a receipt or proof of purchase

Items that do not meet these conditions will not be eligible for a return.

2. How to Start a Return

To initiate a return, please contact us at [enquiry@alorapillow.shop] before sending anything back. Include your order number and reason for return.

If your return is accepted, we will provide you with a return shipping label and detailed instructions on how and where to send your package.

Please note: Items sent back to us without first requesting and receiving approval will not be accepted or processed.

Return address: [Your Return Address]

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is defective, damaged in transit, or if you received the wrong product, contact us immediately at [enquiry@alorapillow.shop] with your order number and photos of the issue.

We will assess the situation and work quickly to make it right — whether that means a replacement, refund, or another resolution.

4. Non-Returnable Items

Certain items are not eligible for return, including:

•       Sale items or items purchased at a discounted price

•       Gift cards

•       Custom or personalized products (special orders)

•       Items marked as final sale at the time of purchase

If you are unsure whether your specific item is eligible for return, please reach out to us before making a purchase and we will be happy to clarify.

5. Exchanges

We do not process direct exchanges. The fastest way to get the item you want is to return your current item following the process above, and once your return is accepted, place a new order for the replacement item.

This ensures you get your new item as quickly as possible without waiting for a back-and-forth exchange process.

6. European Union — 14-Day Cooling-Off Period

If your order is being shipped to an address within the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without providing a justification, under the EU Consumer Rights Directive.

To qualify, your item must still meet the standard return conditions:

•       Unused and unwashed, in the same condition as received

•       With all original tags attached

•       In its original packaging

•       With a receipt or proof of purchase

To exercise this right, please contact us at [enquiry@alorapillow.shop] within the 14-day window.

7. Refunds

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved or declined.

If approved, your refund will be automatically issued to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process and post the credit to your account.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us and we will investigate promptly.