Returns & 100-Night Trial

At Loftly, we want you to sleep on it — properly. That is why every Loftly pillow comes with our 100-Night Sleep Trial. Take your time, sleep on it night after night, and decide with your head on the pillow, not in a shop.

The 100-Night Sleep Trial

Your body needs time to adjust to a new pillow. We give you 100 nights to be sure. If within 100 nights of delivery your Loftly pillow is not right for you, we will arrange a return and refund you in full. There is no catch and no restocking fee.

Free returns Australia-wide — we cover the cost of return shipping.
Full refund to your original payment method.
No need to keep the box — we will send you a prepaid return label.

How to start a return

Email us at loftlybrand@gmail.com (or use our Contact page) within 100 nights of delivery. Please include:

Your order number
The name on the order
A quick note on what did not work for you — it helps us improve

We will reply within 1 business day with a prepaid return label and simple instructions.

Your refund

Once your return is on its way back to us, we will process your refund. Refunds are issued to your original payment method and typically appear within 5 to 10 business days, depending on your bank or card provider.

Hygiene, and what happens to returned pillows

For hygiene reasons, we never resell a returned pillow as new. Returned pillows in good condition are donated to Australian charities and shelters where we can, and otherwise responsibly recycled. Sleeping on your pillow during the trial is exactly what it is for — a used pillow will never affect your refund.

Bundles and Sets

If you purchased a Partner Pack or Sleep Set, simply return the full bundle within 100 nights for a full refund. If you would like to keep part of a bundle and return the rest, get in touch and we will refund the difference against the individual item pricing.

Pillowcases and linen

Unused linen and pillowcases can be returned within 30 days of delivery in their original, unopened packaging. For hygiene reasons we are unable to accept change-of-mind returns on linen once it has been opened or used, unless it is faulty.

Faulty or damaged items

If your order arrives damaged, or develops a fault, please contact us straight away with a photo and your order number. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality. These rights are in addition to, and not limited by, our 100-Night Sleep Trial or the 30-day linen window.

Exchanges

The simplest way to exchange is to return your item for a refund and place a new order, so you are not left waiting. If you would like a hand choosing the right option, email us and we will help.