FAQs
Ordering
Are you able to hold, delay or combine orders?
No, orders will process once placed. We will be able to hold prior to delivery.
What methods of payment do you accept?
We accept all major credit cards as well as Paypal.
Please note, we can only accept one form of payment per order.
What's the status of my order?
You can track your shipment's progress using your order number and email.
What if I need to modify the contents of my order?
If you would like to add items to your existing order, please place an additional order. We do not store your credit card information and cannot process changes made after the order is placed.
We also cannot remove items from an existing order. Instead, please return any unwanted items once you receive your order.
How do I cancel my order?
Contact Customer Experience within 30 minutes of placing your order to process a cancellation. Cancellations can only be made during business hours Monday – Saturday, 7:00am – 4:00pm. We cannot cancel orders for you on Saturday or Sunday.
Order cancellations are not guaranteed. The Pillow Club reserves the right to deny order cancelation requests to customers that exhibit excessive cancelation activity.
Shipping
What are your current shipping methods?
We currently offer the following shipping methods:
Within Klang Valley:
- Courier
- Lalamove
Outside of Klang Valley:
- Courier
Can I get my order expedited?
Kindly contact us.
Where does The Pillow Club ship?
We ship within Malaysia, including Sabah and Sarawak.
When will I get my order?
Your order is made to order, it would take approximately 1-2 weeks or so if there's no unexpected delay. Once it arrives, we will send out the next business day with tracking link via email.
What if I need to change my shipping address?
Contact Customer Experience within 30 minutes of placing your order during normal business hours Monday – Saturday, 9:00am – 6:00pm.
Warranty Coverage
Which of your products are covered by a warranty?
We offer a 1-year warranty on all products.
To submit a warranty claim for an eligible item, please email hello@thepillowclub.com with your TPC order number and photos of the product issue. Original proof of purchase and photos of the product issue are required for warranty coverage.
While we are unable to offer replacements for any items after the above periods, our care tips will help keep your items looking their best.
Company
Why are you called The Pillow Club?
"The Pillow Club" is a name that evokes a sense of belonging, comfort, and community, much like an exclusive group where members share a common love for beautifully crafted pillows. The inspiration behind the name stems from the idea of creating a space where people can connect over their appreciation for stylish, cozy, and high-quality pillows.
The name suggests that by joining "The Pillow Club," you are not just buying a product; you are becoming part of a community that values relaxation, comfort, and the little details that make a home feel personal and inviting. It's about creating a club where every pillow tells a story, adds a touch of personality to a room, and brings warmth and comfort to everyday life.
Do you offer services for businesses or interior designers?
Yes, we are proud to offer exclusive pricing and services to our Hospitality and Trade partners. Please visit our Hospitality site to partner with us on commercial projects; please visit our Trade site to partner with us on residential design projects.
Trade
What is your trade discount?
We offer a competitive discount on eligible retail products. The following products are excluded from discounting:
- Third-party products
- Discounted bundles
- Gift cards
The Pillow Club Trade discount cannot be combined with any other offer and does not apply to tax and shipping costs.
Who qualifies to join your Trade program?
Our Trade program is available to design professionals for their respective services and projects. In order to qualify, you must verify your business with the proper credentials during the application process.
Please note, we do not offer Trade approval for retail or ecommerce businesses who are interested in wholesaling our products.
What credentials do I need to apply to the Trade program?
You will need to submit one or more of the following during the application process:
- Valid membership in a design organization
- Design certification
- Valid Business License
- Website and/or Instagram reference
How do I apply for a Trade account?
Click here to complete our trade application. You will receive notification of your membership status within two business days.
How do I place a Trade order?
Once you activate your account, trade order can only be placed via WhatsApp. The competitive Trade discount will be automatically applied to eligible retail products.
Hospitality
Who is eligible to be a hospitality partner?
Our program is open to hotel managers, design professionals and business owners who would like to partner with us to enhance their guests’ experience.
What is the difference between the Hospitality and Trade Program?
Our Trade Program offers our retail line at special pricing and is best suited for smaller residential projects (independent interior designers or property owners outfitting one to five rooms). Our Hospitality Program features our hotel-grade line and is best suited for larger commercial projects (boutique hotels, resorts, short term residences, gyms, spas or restaurants).
What is the lead time for Hospitality orders?
We require a 5-8 weeks lead time for large hospitality orders (10+ rooms). Smaller requests or reorders may be processed without a lead time, depending on inventory available. Please note that shipping may take up to 10 business days.
Can Hospitality partners purchase retail product for their properties?
Yes, hospitality partners can purchase items from our retail line for their projects. Please note that we may require a 5-8 weeks lead time for larger quantities.