Returns & Refunds Policy

Our Promise to You

We understand that purchasing a StillWithMe™ pillow is a deeply personal decision — often made during one of the hardest seasons of your life. We honor that and want every interaction with us to feel gentle and fair.

If something isn't right with your order, please reach out. We will do everything we reasonably can to make it right.

Standard (Non-Personalized) Pillows

If your pillow does not include custom embroidery, a custom heart patch, or other personalized elements:

• Return window: 30 days from the date of delivery
• Condition: Item must be unused, unwashed, and in original packaging
• Refund: Full product price refunded to your original payment method within 7–10 business days of receiving the return
• Shipping: Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective

To initiate a return, email us at contact@stillwith.me with your order number and reason for return. We will send you a return authorization and instructions within 2 business days.

Personalized & Custom Pillows

Pillows that include personalized elements — such as custom embroidery, a named heart patch, custom dates, or other made-to-order features — cannot be returned or exchanged because they are created uniquely for you and your loved one.

However, we will gladly resolve any issues caused by our error:

• Spelling errors: If we made an error in personalization, we will remake the item at no charge
• Damage in transit: If your pillow arrived damaged, we will replace it at no charge
• Manufacturing defects: If there is a defect in materials or construction, we will repair or replace it

To report any of the above, please email contact@stillwith.me within 14 days of delivery with photos of the issue and your order number.

Damaged or Defective Items

If your order arrives damaged, defective, or incorrect:

• Email us at contact@stillwith.me within 14 days of delivery
• Include your order number and clear photos of the damage or defect
• We will arrange a replacement or full refund at no cost to you — including return shipping if needed

We take quality seriously. If something isn't right, we want to know.

Pre-Orders

If you placed a pre-order for a pillow that has not yet shipped:

• You may cancel your pre-order for a full refund at any time before it ships
• Email contact@stillwith.me with your order number to request cancellation
• Once a pre-order has shipped, standard return policy applies

App — No Purchase Required

The StillWithMe™ app is free to use. There are no subscription fees, so there is nothing to refund for app access. If in the future we introduce optional paid features, a separate refund policy will apply and will be clearly communicated at the time of purchase.

Refund Processing

• Approved refunds are processed within 5–7 business days
• Refunds are returned to your original payment method
• Depending on your bank, it may take an additional 3–5 business days to appear in your account
• We will email you confirmation once your refund has been processed

Contact Us

We are here to help. Please don't hesitate to reach out with any questions about your order.

We aim to respond to all inquiries within 2 business days.