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Apply code DIWALI10 at checkout & enjoy an extra 5% discount on all our products! Apply code DIWALI10 at checkout & enjoy an extra 5% discount on all our products!
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FAQs

Welcome to The White Willow Care & Support. We are happy to help! Our knowledge base and FAQ’s below will answer common queries. You are welcome to get in touch with our Customer Delight Team for any additional information.

Popular Questions
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What is the density of The White Willow Memory foam?

The White Willow Memory foam pillows are made with high-density foam, which is  50-±5 kg/per m3.

What is Cooling Gel Infused Memory foam?

Cooling Gel Memory foam is a material infused with gel in our pillows, which dissipates heat generated from your body, and regulates the body temperature, while maintaining a perfect balance between warmth and coolness.

What is Active Air Memory foam?

Active Air foam is ventilated Memory foam for increased air circulation & Breathability where pinholes are punched on the pillow, thus making them light, airy and breathable.

I received the pillow and it is Vacuum packed. How do I open it and start using it?

At first, carefully tear the plastic, unroll it and let the pillow expand to its original size and shape. Please allow the pillow to open up within a few hours to 48 hours. If, for some reason, the pillow doesn’t open up or expand fully, please contact our Customer Delight team and we will resolve your issue at the earliest.

How can I get rid of the Memory Foam Scent I am facing with memory foam pillow?

The scent from our pillows, which you might experience, is the fresh memory foam scent, and it is absolutely harmless and doesn’t affect quality.

You can air out the pillow by removing the outer cover (if any) or keeping it out in the sun, and usually the scent dissipates within 48-72 hours.

However, incase the scent persists, you may also sprinkle some baking soda and clean it with a dry cloth to remove the scent completely.

Is The White Willow Memory foam pillow chemical free?

Yes! Our Memory foam Pillows are MDI based, which means that only high-density memory foam can be used. 100% filler free foam, along with CFC materials in our products, makes it safe for the environment and our consumers.

Our eco friendly Memory foam is of -

• Low emission (VOCS) for indoor air quality
• Made without prohibited phthalates
• Made without Ozone Depleters
• Made without FormalDehyde
• Made without PBDEs Flame Retardant
• Made without Memory, lead and other heavy materials.

How does the free return trial work?

We believe that each individual has their own personal choice when it comes to choosing the comfort and sleep they want.

Our 101 nights free trial on all our *Regular pillows, Cervical Pillows , Specialty Pillows, Slim Pillows & Ultra Slim Pillows gives our customers a long time for testing and getting comfortable with the White Willow Comfort. Also, we offer a 30 nights free trial on all other products. Please contact our Customer Delight Team to know more about the free trial offer.

How long does it take to get adjusted to your new pillow?

We understand when we are accustomed to our old pillows for years; it does take time to adjust to a new pillow. Please give at least two weeks time for the pillow to break in, and your body to get well adjusted. In time, you will observe, as we get comfortable with them, our pillows will be the best asset for your comfort and sleep needs.

Our 101 nights free trial on our *Bed pillows, Cervical Pillows Speciality Pillows,and 30 nights trial on all other products will help you test extensively and take note of how your sleeping improves along the way.

What is Ultra fresh foam?

Ultra fresh foam keeps your pillows fresh and clean. It reduces and stops dust mites, irritants and other allergens to enter the pillow, and cause damage to its shape, foam or quality. With Ultra Fresh foam, your pillows will be long lasting, safe and extremely comfortable.

The current size of the pillow Is not suiting me ? Can I Exchange with another size ?

Yes surely you can exchange the pillow with the other size. Please get in touch with our Customer Delight Team and they will be happy to walk you through the exchange process, or even suggest the size well suited to your need.

Can I return the products purchased from any other distribution channel, apart from the website ?

Any TWW product purchased apart from our website, is applicable to be returned only if purchased from Amazon and no other distribution channel (Flipkart, Pepperfry, Myntra, Seniority, One MG, TataCliq, Jabong, or from any other unauthorised sources). Also the 101 nights trial offer is applicable only on Bed pillows and 30 days return on all other products.

Return, Replacement & Warranty
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What is the return policy of The White Willow?

Our return process is customer friendly and easy!

We offer a 101-nights trial on our Regular pillows, Cervical Pillows, Speciality Pillows, Slim Pillows & Ultra Slim Pillows so that you can take a note of how your sleeping improves along the way, and 30 nights trial on all our other products. No questions asked.

How do I return my products

Simply write us (support@thewhitewillow.in) or call on our Customer Delight Number- 9019035000.

Our Customer Delight Team will be happy to help and will contact you within 72 working hours on receiving the request. We will schedule a return pickup at no extra cost. The details will be shared on the email.

Once the return is received we will issue you a full refund within 3 business days to the form of payment you made your purchase with.

Incase of a COD return order, we shall ask for your bank details to initiate the return.

Incase of a Non Serviceable Pin Code we shall request you to ship the pillow back to us and we shall refund the entire shipping amount.

What happens to the returned or exchanged products?

All the products received by us are washed, thoroughly checked and then recycled or donated to local charitable organisations.

How do I register for warranty ?

We offer a 1-year limited warranty and for further details, kindly refer to the warranty section.

How do you check on the status of a refund?

We ensure that our customers are provided a speedy and effective refund process. We request you to kindly contact our Customer Delight Team with your order number, and we will share all relevant details regarding your status of the refund at the earliest.

How do I exchange my product purchased from Amazon?

We request to you kindly send us an email on support@thewhitewillow.in with your order ID and our Customer Delight Team shall get in touch with you within 3 business days.

Orders & Shipping
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How much time will it take for my Pillow to arrive?

We usually dispatch all the orders within 2 business days and depending on the courier partner and the city, it would take 3-5 working days to reach the destination**

**Shipping timelines are based on shipping estimates based on the courier partners. Please note that we cannot control or be liable for any delays nor guarantee any delivery date due to circumstances beyond our control.

How do I track my order?

Once the order is placed and shipped from our end, the tracking number can be checked from the order page. By clicking on the tracking number, you can get access to the details of the shipping.

What payment methods do you accept?

We accept payments via Debit cards, Credit Cards, Net banking or UPI.

We also offer a COD option for the pin codes that are serviceable under this option with our courier partners.

Safety & Care
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How do I clean The White Willow Memory foam Pillow?

The White Willow Memory foam pillow cannot be washed or dry cleaned. To clean the pillow, remove the cover and ventilate the material, or wipe it off carefully using a well- wrung cloth to remove dirt or stains from the surface. However, outer covers can be gently washed with warm water and mild detergent. Please ensure that the outer cover is turned inside out and the zipper is tightly closed. Do not use any fabric softener or bleach.

Do I need a pillowcase with my Memory foam pillows?

It is best to use the pillows with a pillowcase or a pillow cover to keep it clean and fresh.

Can’t find what you are looking for ?
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Feel free to email us at -
support@thewhitewillow.in

Or call us at - 9019035000