FAQS
Product Description
How do I adjust my pillow?
1. Open the zipper on outer cover.
2. Open the zipper on the inner liner.
3. Add or remove fill to desired level.
4. Close zipper and fluff pillow to redistribute the fill prior to use.
How do I take care of my pillow?
The better you take care of your pillow, the better your pillow will take care of you.
Here are our recommended care instructions to keep your pillow at its best:
Daily
Fluff up your pillow by hand every morning to help it maintain its shape.
Weekly
Wash your pillowcase every 1-2 weeks to keep it clean.
Monthly
Tumble dry your pillow on low heat for 15-30 minutes once a month. This will freshen up your pillow and revitalize its loft.
Annually
In the case of a spill, you can wash your pillow. We do not recommend washing your pillow more than once a year.
To Wash:
Secure the zipper closed with a safety pin to ensure that it does not open/spill memory foam during the wash. Wash in cold water, delicate cycle. Do not use fabric softener or bleach.To Dry: Dry one pillow at a time. Tumble dry low until the inner pillow is completely dry before use. This may take several cycles and differs depending on your washer and dryer.
How do I wash my pillow?
Our pillows are made of all brand new materials that are produced specifically for your pillow, because of this, new pillows don't need to be washed right out of the box. If you do wish to wash, we ask that you follow these directions:
Removable Pillowcase
To Wash: Wash in cold water, delicate cycle. Do not use fabric softener or bleach.To Dry: Tumble dry low. Make sure the cover is completely dry before use.
Inner Pillow Liner
To Wash: Secure the zipper closed with a safety pin to ensure that it does not open/spill memory foam during the wash. Wash in cold water, delicate cycle. Do not use fabric softener or bleach.To Dry: Dry one pillow at a time. Tumble dry low until the inner pillow is completely dry before use. This may take several cycles and differs depending on your washer and dryer.
Have a Body Pillow?
Follow these wash and care instructions:
If you do wish to wash your Body Pillow, we recommend using a commercial washer and dryer.
To wash: Wash in cold water, delicate cycle. Do not use fabric softener or bleach.
To dry: Tumble dry low. To ensure that the memory foam fill dries completely, we recommend separating the fill into a delicates laundry bag before drying to increase the airflow and quicken the drying process. It may take multiple dryer cycles to completely dry the contents of the pillow.
Please note that in order to maintain the integrity of your pillow, we do not recommend washing your pillow more than once a year.
Outer Cover-
• Machine wash separately in cold gentle cycle
• Use mild detergent
• Tumble dry low
• Do not use bleach or fabric softener
• Do not iron or dry clean
Foam Pillow-
• If the foam pillow becomes soiled, spot clean with a sponge and mild detergent
• Wipe the pillow with a clean damp sponge, gently wring out any remaining water, and air dry
• Do not use an excessive amount of water to clean the pillow
What is the thread count?
Silks and engineered fabrics do not use thread count as a measure. Thread count is a tool developed by the cotton industry to help consumers evaluate sheets. Linen industry leaders, government agencies and retailers are recommending abandoning thread count and instead suggesting we should judge sheets by how they feel.
What is performance fabric?
A fabric that provides functional benefits to the consumer, such as moisture management, anti-microbial, and allergen protection.
What sizes are available?
Standard (Eastern) King, California King, Queen, Full, Standard Twin and Twin Extra-Long sizes are available for MOST products
Can I buy extra pillow cases?
Yes. We offer additional pillow cases in Standard (20.5" x 30"), Queen (20.5" x 32"), and King (20.5" x 40") sizes. Pillow cases are sold in sets of 2.
Shipping/Returns
How much does shipping cost, and how long does it take?
We offer free standard shipping.
Our shipping takes 5-7 business days for the majority of orders. It can take up to 10 business days in rare instances.
If you haven’t received your package by the 7th business day, don’t worry — it’s still on its way! If your package hasn’t arrived by the 10th business day, please reach out to us so we can start a trace with the carrier to make sure you get your order.
Please keep in mind that we ship orders Monday through Friday (this excludes weekends), and any orders (including expedited) placed before 9:30AM PST will be processed the same business day.
*Shipping timelines and cutoffs are based on shipping estimates provided by UPS, USPS, FEDEX, and any other carriers we may use. Please note that we cannot control or be liable for any delays nor guarantee any delivery dates due to circumstances beyond our control (i.e. weather-related, acts of God, natural disasters, or other Carrier related delays).
What is the return policy?
We have a 30-day return policy for all our products, excluding final sale items.
We'll send you a pre-paid return label for a free, easy return. Once we receive your returned item(s), we'll issue you a full refund within 2 business days to the form of payment you made your purchase with.
When pillows are returned to our headquarters, our team sorts through the bunch and donates gently used pillows to local charities.
I put in the wrong address? What do I do?
Oh no! Please get in touch with us as soon as possible at lumen@wovnew.com. We will do our best to help. Please note:
If your order hasn’t been sent to our fulfillment facility yet, we’d be happy to update your shipping address.If your order has been filled but hasn’t left our facility yet, we can help you create a new order and correct the shipping address. However, there will be a 20% restocking fee on your original order.If your order has already left our facility, we unfortunately won’t be able to help you change the shipping address. Please contact the courier directly to update the address.
My package went missing. What should I do?
We are not responsible for lost or stolen packages if the courier has marked the package as “Delivered.” However, we'd be happy to assist you with your lost order. Please follow our steps below:
1. Please check with your household members or neighbors to see if anyone may have received the package.
Often times, this is how our customers have found their lost packages. If no one has received your package, continue with the following steps.
2. You will need to open a claim with the shipping provider.
USPS: https://www.usps.com/help/claims.htm
UPS: https://www.ups.com/lasso/login?returnto=https%3a//www.ups.com/claims&reasonCode=-1
3. Please contact us by sending an email to lumen@wovnew.com.
Let us know that your package is missing and provide us with the following information:
Your claim number from the shipping providerA shipping address where an adult will be present to sign for the re-shipment
4. We'll re-ship out your order to you.
