CONTACT US

To reach out to our customer support team, please email us at info@necklow.co.

Policies

Return Policy

Necklow facilitates returns of items under specific conditions. Returns are allowed, provided the item is in the same condition as received, unused/unwashed, with tags, and in its original packaging. However, certain items are excluded from returns, such as those marked as final sale, gift cards, bespoke products, international orders, and gifts with purchase. 

The return window is 30 days, starting from the date the order is marked as delivered by the carrier. Return shipping fees are the responsibility of the Necklow, and the return process begins once the received items are inspected. Customer funds may be temporarily held to confirm the receipt of returned items and ensure they meet refund eligibility criteria, preventing fraudulent or unauthorized returns and ensuring a fair process.

Please be aware that this return processing policy may be subject to change at the discretion of Necklow. Any updates will be communicated to customers through appropriate channels. By continuing with a purchase, you acknowledge and agree to abide by the terms outlined in this returns processing policy.

To initiate a return request, please provide your order ID and shipping address through our returns portal. Refund processing may take additional time due to increased order volume and our commitment to meticulous inspection for product quality, extending the processing period up to 3 weeks. We appreciate your understanding and patience during this period.

Cancellations and Order Modifications Policy

Order cancellations and or modifications must be submitted in writing within 1 hour of order placement. After that time has elapsed, you may be eligible for a refund, exchange, or store credit. Please refer to those policies for more details.

Our cancellation and order modification policy does not apply to requests that occur outside of business hours. 

Shipping Policy

Eligible Destinations:

Necklow provides shipping services to the contiguous 48 states, Washington D.C., Hawaii, Alaska & Canada

Order Fulfillment:

Unless otherwise indicated on the product page, for in-stock orders, our fulfillment team is given up to 2 business days to pick, pack, and ship orders.

Shipping Timing:

Shipping options and associated costs are displayed during the order checkout process. Once an order is processed, we immediately dispatch it, and you should receive your products within 6 to 8 business days.

Order Tracking:

Orders may be tracked at this wonderment link using the tracking number which will be sent via email at the time of shipment. Please note for orders shipped via DHL, browser security settings may need to be adjusted to view their tracking page.

Shipping Updates:

Fulfillment and shipping updates will be sent to the email address used to place the order as the order is processed.

Onward VIP Protection+

Necklow has partnered with Onward to provide our customers with carbon neutral shipping protection, CashBack and a 90 day satisfaction guarantee on your purchase. When you add Onward to your order, you’ll be protected against lost, stolen or damaged packages. You’ll also have a 90 day satisfaction guarantee where if you experience product quality issues, Onward will work with you to make it right or refund your purchase. As an additional benefit, you’ll receive 10% of your purchase as CashBack for your next order with us.

How does Onward work?

Onward is an on-demand concierge service that covers our customers in the event they have shipping issues or have product quality issues with their purchase. If you add Onward to your order, you’ll be able to file a claim with just a few clicks and have the option of receiving a refund or a reorder based on the type of claim. Your claim will be reviewed for approval within an hour.

How Do I File A Claim?

You can quickly file a claim through the email that Onward sends you after you place your order, or you can file here.

Who does Onward partner with to make shipments carbon neutral?

Onward has partnered with Cool Effect, a 501c non-profit climate change organization, to neutralize carbon emissions from your shipments covered with Onward. When you add Onward to your order, you’ll be automatically taking action against climate change.

How Much Time Do I Have To File A Claim?

You’ll have 90 days from the order date to file a claim.

What happens if my replacement order through Onward also gets lost, stolen or damaged?

Not a problem! Any replacement orders that are placed by Onward are still insured by Onward.

How does Onward’s CashBack feature work?

One of the benefits of adding Onward to your order is their CashBack feature. When you add Onward to your next order, you’ll receive 10% of that order as CashBack to use on a future purchase with us. After you place your order, Onward will email your CashBack balance and a code you can use to redeem your CashBack on your next purchase. As you place further orders that include Onward, your CashBack balance will increase and as you redeem your CashBack, your balance will decrease.

How does Onward’s Satisfaction Guarantee work?

Onward’s satisfaction guarantee provides coverage for any quality issues you experience with the use of our products.Quality Issues are defined as accidental product damage occurring during normal usage such as tears, rips, stains, drops, punctures, cracks, breaks, mechanical failures and electrical issues.If you experience any of these issues within the coverage period, you can file a claim with Onward. Onward may first attempt to repair the product at their expense before either replacing the product or issuing a refund.

Exchanges and Store Credit Policy

Exchanges and store credits are allowed, depending on the circumstances. To qualify for an exchange or store credit, the item must be in the same condition as received, unused/unwashed, with tags, and in its original packaging. Certain items, such as those marked as final sale, gift cards, bespoke products, international orders, and gifts with purchase, are ineligible for exchanges or store credit.

To initiate an exchange or store credit request, the product must meet specific conditions outlined in the policy. The exchange and store credit window is set at 30 days, starting from the date the order is marked as delivered by the carrier. The responsibility for return shipping label costs lies with Necklow, depending on the specified terms. The exchange or store credit process begins once the returned items are received and inspected by our team. Customer funds may be temporarily held to confirm receipt and verify eligibility, ensuring a fair and secure process and preventing fraudulent or unauthorized returns.

Please be aware that this Exchange and Store Credit processing policy may be subject to change at the discretion of Necklow. Any updates will be communicated to customers through appropriate channels. By continuing with a purchase, you acknowledge and agree to abide by the terms outlined in this exchange and store credit processing policy.

To submit an exchange or store credit request, please provide your order ID and shipping address through our exchange portal. Due to increased order volume and our commitment to meticulous inspection for product quality, the processing time for your refund or exchange may extend up to 3 weeks. Your understanding and patience during this period are greatly appreciated.

Incomplete Orders / Missing Items Policy

Our Incomplete Orders/Missing Items Policy is designed to address and rectify orders that arrive with missing items or components. If such a situation occurs, Necklow will process a replacement for the affected items. The Incomplete or Missing Item Claim Window is set at 10 days, with the claim window for missing items starting from the date the order was marked as delivered.

Additional conditions apply to items lost or damaged in transit. To submit a claim, proof of purchase is required, and photo and/or video evidence may be necessary. Issuance of replacement orders will be held until Necklow can confirm that the order was sent out with missing items or components.

protection is offered via Onward VIP Protection+. Please see our Onward VIP Protection Policy for more information. 

Chargebacks Policy

At Necklow, we strive to provide excellent customer service and resolve any issues that may arise. This policy outlines our guidelines and procedures regarding chargebacks initiated by customers. By making a purchase, you acknowledge and agree to the following provisions:

1. Contact Customer Support First:

   1. If you encounter any issues with your purchase, we strongly encourage you to contact our customer support team first.

   2. Our customer support representatives are dedicated to resolving any concerns or disputes in a timely and efficient manner.

   3. We believe that open communication and collaboration can often lead to a satisfactory resolution without the need for a chargeback.

2. Chargeback Fees:

   1. In the event that a chargeback is initiated without prior contact with our customer support team or is deemed to be frivolous or fraudulent, we reserve the right to charge a chargeback fee to cover administrative and processing costs.

   2. The chargeback fee amount will be communicated to you before it is charged, and it will be deducted from any refund amount, if applicable.

3. Chargeback Validity:

   1.  A chargeback is an option provided by your financial institution to dispute a transaction and request a refund.

   2. It is important to note that initiating a chargeback without prior contact with our customer support may lead to delays in resolving your issue and can negatively impact our ability to provide quality service.

4. Chargeback Investigation:

   1. Upon receiving a chargeback notification, we will be notified by our payment processor or financial institution.

   2. We will conduct a thorough investigation into the transaction, including reviewing order details, communication history, and any supporting documentation provided by both parties.

   3. As we are beholden to timelines provided by issuing banks, the investigation process may take up to several weeks. We appreciate your patience during this time.

5. Resolution and Refunds:

   1. If the chargeback is deemed valid and supported by sufficient evidence, we will comply with the decision made by the financial institution.

   2. If the chargeback is resolved in our favor, any refund issued by us will be reversed, and the original transaction will be reinstated.

Discounts Policy

At Necklow, we believe in providing exceptional value to our valued customers. To enhance your shopping experience and reward your loyalty, we offer the following discount policy:

Promotional Discounts:

We frequently run promotional campaigns and offer discounts on selected products or categories. These discounts may be communicated through our website, email newsletters, social media channels, or other marketing channels. Promotional discounts may be percentage-based (e.g., 20% off) fixed amount-based (e.g., $10 off), or presented as offers for gifts with purchase.

Seasonal Sales:

During special occasions and festive seasons, we may hold seasonal sales events. These events feature attractive discounts and special offers on a wide range of products. Keep an eye out for our announcements to take advantage of these limited-time opportunities. 

Volume Discounts:

For bulk purchases or orders exceeding a certain quantity, we offer volume discounts. These discounts are designed to provide cost savings for businesses, organizations, or individuals making large purchases. Please contact our customer support team for more information on volume discounts.

Special Offers:

Periodically, we may introduce special offers in collaboration with our partners or as part of strategic initiatives. These offers could include bundle deals, buy-one-get-one-free promotions, or special discounts on specific products. Stay tuned for these exciting opportunities!

Coupon Codes:

Coupon codes are periodically issued by Necklow. These codes can be applied during the checkout process to avail additional discounts on eligible products or orders. Coupon codes may be distributed through various marketing channels or as part of exclusive promotions.

Terms and Conditions:

• Discounts cannot be combined unless explicitly stated.
• We do not accept requests to retroactively apply discounts to purchases outside of the offering period.
• Discounted prices apply only to eligible products during the specified promotion period.
• Discounts do not apply to taxes, shipping fees, or any additional charges unless stated otherwise.
• We reserve the right to modify or cancel any discount, promotion, or policy at our discretion.
• In case of suspected misuse or fraudulent activity, we reserve the right to refuse or cancel discounts.
• The discount policy is subject to change without prior notice. The updated policy will be reflected on our website.

Necklow Pillow

What are the dimensions of the pillow?

The Necklow Sleep pillow is plus size: 22in x 13in x 5in (55cm x 34cm x 13cm).

Does the pillow help relieve neck and back pain?

Yes, the pillow consists of 8 million micro air spheres that optimally support your neck during sleep.

Can the pillow be washed?

Yes, specially coated Micro Airballs do not absorb water, making them quick and easy to wash. Simply toss it in the washing machine and hang dry it in a well-ventilated area!

Can I get the Necklow pillow on other stores?

No! The Necklow pillow is exclusive to our store and not available elsewhere. It is a high-quality product and bigger than other pillows. 

Does the pillow make any noise when you move your head to shift sleeping position?

No! The Necklow pillow does not make any noise at all. The Micro Air balls do not make any sound.

Does the pillow help reduce snoring?

Yes! The Necklow pillow helps alleviate snoring. Our signature contour design alleviates stress on your neck and spine, allowing you to breathe easier. When you sleep with perfect posture, your head and body are aligned, allowing your airways to open fully.

Is this pillow breathable or does it get hot?

The Necklow pillow is made up of super breathable fabric, so it stays cool and does not get hot.

I have sleep apnea and I am using a CPAP machine/mask. Will the pillow work for me?

The Necklow pillow will work perfectly with people who use a CPAP machine while sleeping. A lot of our users found the pillow helped with their sleep apnea.

Can I travel with the Necklow pillow?

Yes! The Necklow pillow is made of light air balls, so it is very soft and lightweight.

Is the pillow certified?

The Necklow Sleep Pillow promotes good sleep posture, is perfect for sensitive skin, and is easy to keep clean. 

We have a certification of STANDARD 100 by OEKO-TEX, one of the world's best-known labels for textiles, that ensures that all our materials are tested for harmful substances and are safe for all skin types.

Necklow Relaxer

How long until I see relief in my neck & shoulders?

Instantly! Our Neck Relaxer will provide instant relief from neck pain and tension the first time you use it.

How long should I use it for?

We recommend starting with two periods of 10 minutes a day and building up towards a continuous 15 minute session. 

Is there a weight limit for this device?

Our Relaxer is built from an incredibly strong foam material. This means it can withstand a weight of up to 150kg/330lbs.

How do I use the Neck Relaxer?

1. Lay the stretcher on the ground, with the start of the S facing towards you.

2. Slowly place your back down followed by your neck.

3. Place your arms over your head and stretch out!

4. Feel the massage and relax.

Will the Necklow Relaxer treat my specific issue?

Our Relaxer helps with: chronic neck pain, tension headaches, tight & sore neck muscles, desk posture as well as upper back & shoulder pain.

Product Care

How do I care for my Necklow pillow?

We have a pillow care guide to help you maintain your Necklow Sleep Pillow in optimal conditions. Please refer to the below steps:

1. Wash your pillow once every month. You can help your pillow last for longer by using our Necklow Pillowcase protector. If you enclose the pillow with the pillowcase then you can wash the pillowcase as frequent as you like.

2. Do not expose the pillow to a hot surface. Store the pillow in a cool place.

3. When washing, enclose the pillow in its pillowcase.

4. Do not put the pillow in a dryer. The micro airballs do not absorb water so the pillow will dry quickly.

Can I machine wash my Necklow Pillow?

The Necklow Sleep Pillow can be both hand and machine washed, but we recommend hand washing as this method is more gentle. 

For Machine Wash:

1. Always enclose the pillow in its pillowcase. We recommend washing the pillow inside a laundry bag. 

2. Use a mild detergent. 

3. Wash the pillow in a gentle cycle and let it dry in a well-ventilated or outdoor area. 

For Hand Wash (for a deeper cleanse of the pillow): 

1. Soak the pillow in a mild or gentle detergent for 3 minutes. 

2. Squeeze gently for 5 minutes for the detergent to fully clean the micro airballs.

3. Rinse the pillow. Use a small amount of fabric conditioner on your last rinse. Note: squeeze the pillow gently to remove the excess water, do not wring the pillow!

4. Air dry the pillow in a well-ventilated or outdoor area.