Refund policy
Customer satisfaction remains important to us.
If a product is not right for you, you may request a return in accordance with the conditions set out below.
Return Window
You may request a return, whether for a refund or an exchange, within 30 days from the date your parcel is received.
Requests made after this period will generally no longer be eligible for processing.
We do not charge any restocking fees on returns.
Conditions for an Accepted Return
To qualify for a return, the following conditions must be met:
-> the item must be in new and unused condition
-> it must be sent back in its original packaging
-> all accessories or included components, where applicable, must be returned with the item
-> proof of purchase must be provided, such as an order confirmation email or invoice
Gift cards are not eligible for return.
A return may be refused if the product shows signs of use, has been damaged without justification, is incomplete, or is no longer in a condition suitable for resale.
Return Shipping Costs
Unless the return concerns a confirmed faulty item, return shipping costs remain the responsibility of the customer.
Original shipping charges are not refundable.
How to Return an Item
Before returning an item, please ensure that the return conditions listed above are satisfied.
To start the process, contact us at support@pillow-lane.com so that we can provide you with the return form.
Once received:
-> complete the return form and place it inside the parcel
-> if you are unable to print it, you may handwrite the same information instead
-> send the parcel to the return address indicated on the form
Please also indicate whether you would prefer:
-> a refund
-> an exchange
-> or store credit
Return Review and Processing
After the returned parcel has been received and inspected, Pillow Lane will proceed, as applicable, by:
-> issuing a refund to the original payment method
-> or sending the requested exchange, subject to stock availability
Please allow up to 10 business days for processing after the returned item has been received and inspected.
We reserve the right to reject a return if the required conditions are not met or if the parcel is received outside the applicable return period.
Faulty or Damaged Item Upon Delivery
If an item arrives damaged or defective, you must contact us within a maximum of 48 hours from delivery and provide supporting photos.
To be eligible under this section, the item must not have been used, altered, or modified.
If the defect is confirmed, we may offer, depending on your preference and stock availability:
-> a replacement
-> a refund
-> or store credit
In this situation only, the return shipping cost will be covered by Pillow Lane, and a prepaid return label may be provided where necessary.
Refunds
Once a return has been approved and processed:
-> the refund will be made using the original payment method
-> a confirmation email will be sent to you
If you have not received your refund within 14 days after confirmation of approval, please contact us at support@pillow-lane.com
Model Withdrawal Form
You may copy and send the following text if you wish to exercise your right of withdrawal:
I hereby notify you of my withdrawal from the contract for the sale of the following item:
Product: ______________________________________
Received on: ___________________________________
Name: ________________________________________
Address: ______________________________________
Date: ________________________________________
Signature (if sent on paper): ____________________
Important Information
We do not accept parcels returned cash on delivery (COD).
Any refund approved will be made only to the original payment method used when placing the order.
Contact Details
Website name: Pillow Lane — pillow-lane.com
Company name: VLT COMPAGNIE
Address: 1 rue Marguerin, 75014 Paris, France
Email: support@pillow-lane.com
Phone: +44 7458 107781
Company registration number: 99144936400017
Customer support by email: Monday to Friday, from 9:00 am to 5:00 pm (UK time). We usually respond within 48 business hours (UK time).