Support
Frequently asked questions
Everything you need to know before — and after — you order.
All
Product
Shipping
Returns & trial
Care
Product
What makes this different from a normal pillow?+
A centre dip and raised outer edges hold your neck level in its natural curve, whether you sleep on your back or side. Most flat pillows give your neck nothing to rest against once you lie down — that's the specific problem Vertana is shaped to fix.
Does it suit side sleepers?+
Yes — the raised edges keep your neck level whether you're on your side or your back. It's less suited to strict stomach sleeping, since that position doesn't benefit from cervical contouring the same way.
How firm is the foam?+
Medium-firm, high-density memory foam. It responds to pressure and warmth like standard memory foam, but holds its contour shape rather than flattening out over time.
What size is it?+
64cm × 34cm × 13cm (25.2" × 13.4" × 5.1"). It's designed as a single-sleeper pillow, not a standard king/queen size.
Is it suitable if I have a diagnosed neck condition?+
Vertana is designed for general comfort and posture support, not as a medical device. If you have a diagnosed cervical spine condition, chronic pain, or a recent injury, please check with your doctor or physiotherapist before changing your pillow.
Shipping
How long will delivery take?+
Orders ship within 1 business day. Delivery timeframes depend on your fulfilment setup — check your order confirmation email for the current estimate, as this can change based on stock location.
Do you ship outside the UK?+
Currently we ship to addresses within the UK only.
Can I track my order?+
Yes — you'll receive a tracking link by email as soon as your order ships.
Returns & trial
What if it's not right for me?+
Sleep on it for up to 30 nights. If it isn't a better night's sleep than what you're using now, contact us for a full refund.
Does the pillow need to be unused to return it?+
No — the 30-night trial assumes normal use. We just ask that it's returned in reasonably clean, undamaged condition.
How do I start a return?+
Contact us using the form on our Contact page with your order number, and we'll send you return instructions and a refund once it's received.
Care
How do I wash it?+
Unzip the outer cover and machine wash cold, then air dry. Never machine wash or tumble dry the memory foam core — wipe it with a damp cloth only.
Does it have a smell when it arrives?+
Some memory foam products have a mild odour on first unboxing, which typically fades within a day or two of airing out.
How long will it last?+
The high-density foam is designed to hold its shape for years of regular use rather than flattening out within weeks, as lower-density foam pillows often do.