Want to return your order?

Returns and Care Page for Not Swiss Cheese

Not Loving Your Pillow? Let’s Troubleshoot First!

At Not Swiss Cheese, we aim to ensure every customer simply has the best sleep experience possible. Before initiating a return, let’s make sure the issue you’re facing can’t be resolved with a little extra care or adjustment. Sometimes, a simple fix can make a world of difference and save the hassle of returning your pillow.

Common Pillow Problems and Solutions

1. Pillow Feels Too Firm or Too Soft:

  • Ensure you have chosen the right pillow for yourself. In our experience, women buyers have preferred the plush and gentler feel of our Talalay pillow. Whereas male buyers who prefer a firmer feel and have a higher muscle recovery requirement post intensive workouts benefit from our Dunlop pillow. 
  • Try adjusting your sleep position or pairing your pillow with a supportive mattress topper.
  • Latex pillows soften slightly with use, so give it a few nights to adjust to your unique shape.

2. Pillow Retains Heat:

  • Use a breathable, moisture-wicking pillowcase to improve airflow.
  • Ensure proper ventilation in your bedroom.

3. Pillow Feels Uneven:

  • Gently fluff the pillow or rotate it to distribute the material evenly. Latex is naturally resilient, so minor adjustments often help.

4. Concerns About Cleanliness:

  • A good pillow protector keeps allergens and sweat at bay. Make sure your protector is breathable for the best results.

If your concern persists, we’re here to help! You can reach out to us at hello@notswisscheese.co.uk or call +44 0800 860 6299 to discuss your observations. Many issues can be resolved without the need for a return, and we’d be happy to guide you.

Ready to Return? Follow These Steps

If troubleshooting doesn’t resolve the issue, our 30-Day Return Policy ensures you can return your pillow with minimal hassle. Please read through the steps and conditions carefully to ensure a smooth process.

Our Return Policy

  1. Eligibility for Returns

    • Returns are accepted within 30 days of purchase.
    • The pillow must be in original condition with all packaging intact. To meet our strict hygiene standards:
      • Ensure the pillow is free from hairs, odors, stains, or any residual matter.
      • Washed pillows are not eligible for returns.

  2. Replacement Orders

    • Replacement orders are reviewed case-by-case and are at our discretion.

  3. Return Costs

    • If the return is due to a fault (e.g., damaged, incorrect, or lost items), we will cover the cost of return shipping.
    • For returns based on personal preference or a change of mind:
      • The buyer is responsible for return shipping.
      • A £3.99 restocking fee applies to ensure proper hygiene standards are maintained.

  4. Process to Initiate a Return

    • Email us at hello@notswisscheese.co.uk (or use our European domains: .de, .fr, or .nl) with the subject line:
      "Return Request - Order No. XXXX"
    • Include the following details:
      • The reason for the return.
      • Images of any identified fault or issue (if applicable).

    We will respond within 24-72 hours, confirming who bears responsibility for the return postage and providing instructions for the next steps.

  5. Return Shipping Options

    • If we bear responsibility:
      • We’ll arrange a collection from your address or send you a pre-paid shipping label (via Parcelforce or Evri).
    • If the buyer bears responsibility:
      • We’ll provide guidance on selecting a suitable carrier for tracked and signed delivery.

  6. Inspection and Refunds

    • Upon receiving the item, we inspect it for hygiene, sanity, and alignment with the details provided during the return request.
    • If the pillow is in acceptable condition:
      • A refund will be processed within 10 working days, minus any applicable restocking fee.
    • If the pillow is found to be unhygienic, damaged beyond repair, or improperly cared for:
      • We reserve the right to withhold a refund.

30-Night Risk-Free Trial

For pillows purchased under our 30-Night Risk-Free Trial (as part of specific marketing campaigns):

  • Returns are accepted under the same conditions outlined above.
  • Return postage responsibility follows our standard policy:
    • Faulty items: Postage covered by us.
    • Change-of-preference returns: Buyer bears postage cost and £3.99 restocking fee.

Sustainable Practices

We value sustainability and encourage our customers to make informed decisions. If your pillow is beyond the return window or cannot be returned, consider donating it to a local homeless shelter or charity. Your gesture can provide comfort to someone in need and reduce waste.

FAQs and Support

Still have questions or concerns?

At Not Swiss Cheese, we’re committed to delivering simple, effective sleep solutions while ensuring customer satisfaction. Let us know how we can help!