Shipping Policy

Last updated: 12 July 2025

Thank you for shopping at KneePillow.co.uk. At checkout, you’ll see the delivery charge for your basket based on each item’s assigned vendor delivery profile and your delivery destination. Estimated delivery times and carriers by region are listed below. Please note customs processing may add extra time.

1. Order Processing & Cut-Off

• Order confirmation is emailed immediately after purchase.
• Orders placed before 12:00 GMT (London) on a business day will be processed and dispatched the same day; orders placed after this time will be processed on the next business day.
• All orders are processed within 1 business day (up to 2 on high-volume days).

2. How Delivery Costs Are Calculated

Your delivery fee is determined at checkout by:

• The vendor-specific delivery profile assigned to each product (rates set per vendor).
• Your delivery address (UK, Europe, North America, Asia or Australasia).
• The carrier and service level available for that vendor and region (e.g. Standard vs. Express).

After entering your address and viewing your basket, the exact delivery total is displayed before you complete payment.

All delivery charges and times are displayed before completing checkout.

3. Delivery Charges by Product Category

• KNEEPILLOW branded pillows: Free UK delivery (included in product price).
• Putnams branded products: £8.00 UK delivery.
• Fragrances, novelties & football merchandise: £5.00 UK delivery.
• Nursery chairs: Free UK delivery.
• Wardrobes, beds, wall beds, TV units & related furniture (UK only): Shipping cost calculated at checkout based on total order weight:
  • 0–60 kg: £20.00
  • 60–160 kg: £40.00
  • 160–300 kg: £50.00
  • Over 300 kg: £80.00
• Handmade wooden furniture: Free delivery (included in price for UK, USA & Canada).
• Europe (football merchandise & novelties): £15.00 delivery.
• USA, Canada, Australia, New Zealand, Singapore, Thailand, Malaysia (football merchandise & novelties): £15.00 delivery.

4. Carriers & Estimated Delivery Times

• United Kingdom: Royal Mail, Evri, Yodel or DPD, 1–3 business days.
• Europe (EU & EEA): DHL Express, 5–10 business days.
• North America (USA & Canada): Air shipping (DHL or FedEx), 3–4 business days; or Royal Mail International for small items, 10–14 business days.
• Asia (Malaysia, Thailand, Singapore, etc.): DHL Express, 5–10 business days.
• Australia & New Zealand: Royal Mail International, 7–14 business days.
• Furniture & Large Items (outside UK): FedEx or DHL Freight; transit varies—allow up to 14–21 business days.

Import duties and taxes are not included and are the buyer’s responsibility. Customs clearance may extend delivery times.

5. Tracking

• After dispatch, you’ll receive an email with a tracking link.
• Track your parcel on the carrier’s website using the provided number.

6. Lost, Damaged or Missing Orders

• Please check with neighbours and your local depot first.
• If still unresolved, email sale@kneepillow.co.uk within 7 days of the expected delivery date, including your order number and any carrier notes/photos.

7. Split Deliveries

• Items may arrive in multiple parcels if shipped from different warehouses.
• No extra fees apply for split deliveries.

8. Pre-Orders

• Pre-order items dispatch as soon as they’re back in stock.
• Estimated dispatch dates appear at checkout and in your confirmation email.

9. Returns

• Return delivery is at the customer’s cost unless the item is faulty or incorrect.
• See our Refund Policy for full details.

10. Contact Us

If you have questions, visit our Contact Page or email sale@kneepillow.co.uk.