Marriott Pillows — Refund & Return Policy

60-Night Suite Sleep Guarantee

At Marriott Pillows, we want you to fully experience the comfort and support of your Marriott Pillow.

Since pillows can take time to adjust to your body, sleep position, and comfort preference, we ask customers to use the pillow for the full 60-night trial period before requesting a comfort-based return.

After completing the 60-night trial, if you still feel that the pillow did not give you your expected Suite Sleep experience, you may contact our support team to request a return.

The 60-night trial starts from the date your order is delivered.

How to Start a Return

To request a return after completing the 60-night trial, please email us at:

support@themarriottcollection.com

Please include:

• Your order number
• A short explanation of your concern
• Confirmation that you completed the 60-night trial
• Clear photos of the pillow so our support team can assess the item's condition

Our team will review your request and the photos provided, then reply within 1–2 business days with the next steps and return instructions if the return is approved.

Items returned without approval from our support team will not be accepted.

Return Shipping

For comfort-based returns, change-of-mind returns, or personal preference returns, the customer is responsible for the return shipping cost.

Marriott Pillows does not cover return shipping unless the issue is confirmed to be due to a damaged, faulty, incorrect, or incomplete item.

We recommend using a tracked shipping service. Marriott Pillows is not responsible for returned parcels that are lost, delayed, or damaged while being shipped back.

Made-to-Order Production

Every Marriott Pillow is made to order and checked before dispatch.

Order production time: 1–3 business days

Estimated shipping times:

• United States & Canada: 5–12 business days
• Australia & New Zealand: 5–12 business days
• United Kingdom: 5–12 business days
• Worldwide: 8–15 business days

Delivery times may vary due to courier delays, customs, holidays, weather, or other situations outside our control.

The 60-Night Suite Sleep Guarantee starts on the date your order is delivered, not the date of purchase.

Refund Requirements

To qualify for a full refund, all of the following must be completed:

• The customer completed the full 60-night trial period
• The return request was approved by our support team
• The customer provided clear photos of the pillow for assessment
• The item was shipped back to the return address provided by our team
• The customer provided a valid return tracking number
• The customer sent a clear photo of the parcel before shipping it out
• The returned item was received and inspected by our returns team
• The item meets our return condition requirements

Refunds cannot be issued before the returned item is received and inspected.

Once approved, the refund will be sent back to the original payment method used at checkout.

The pillow assessment photos, return tracking number, and clear photo of the parcel before shipping must be emailed to support@themarriottcollection.com.

Return Condition

For hygiene and quality reasons, returned items must be in acceptable condition.

Normal use during the 60-night trial is allowed. However, we may refuse a return or reduce the refund if the item is:

• Heavily stained
• Washed
• Torn or damaged
• Returned with strong odors
• Returned in an unsanitary condition
• Damaged due to misuse or improper care

Bundle and Promotional Orders

For bundle or promotional orders, such as Buy 1 Get 1 Free or Buy 2 Get 2 Free, all items included in the offer must be returned to qualify for a full refund.

If only part of the bundle is returned, the refund may be reduced based on the value of the items returned.

Free or discounted items must also be returned if the customer is requesting a full refund.

Damaged, Faulty, Incorrect, or Incomplete Orders

Please check your order as soon as it arrives.

If your item arrives damaged, faulty, incorrect, or incomplete, please contact us within 7 days of delivery at:

support@themarriottcollection.com

Please include:

• Your order number
• A short description of the issue
• Clear photos of the product
• Clear photos of the packaging

Our team will review the issue and may offer a replacement, refund, or another suitable solution.

Damage caused by misuse, washing, improper care, or normal wear after use will not be considered a product fault.

Lost or Missing Orders

If your tracking shows that your parcel was delivered but you did not receive it, please contact us within 7 days of the marked delivery date.

We will review the issue and may investigate with the courier.

Reports made after 7 days may not be eligible for review due to courier claim limits.

Cancellations

If you wish to cancel your order, please contact us as soon as possible at:

support@themarriottcollection.com

Please note that every Marriott Pillow is made to order. Once an order has entered processing, production, packing, or shipping, cancellation may no longer be possible.

If your order has already undergone processing, we may not be able to provide a full cancellation refund. In such cases, a 15% cancellation/restocking fee of total order value may be deducted from the refund amount to cover processing, production, and handling costs.

If the order can no longer be cancelled, it must first be delivered before any return request can be reviewed under our Return and Refund Policy.

Exchanges

Exchanges are only available for unused items in their original packaging.

Used pillows are not eligible for direct exchange unless approved by our support team.

Please contact us first before sending any item back.

Optional Partial Refund

In some cases, our support team may offer a partial refund if the customer prefers to keep the item instead of returning it.

This option is not guaranteed and will depend on the order, item condition, and situation.

Non-Returnable Items

The following items cannot be returned:

• Gift cards
• Final sale items
• Items returned without approval
• Items returned before completing the required 60-night trial for comfort-related concerns
• Items returned outside the approved return period
• Items that are heavily stained, washed, damaged, or unsanitary
• Items damaged due to misuse or improper care
• Partial bundle returns where free or promotional items are not returned

Refund Processing Time

Once your returned item is received, our team will inspect it within 1–2 business days.

If approved, your refund will be processed back to your original payment method.

Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Refunds are issued in the original currency of purchase.

Policy Changes

Marriott Pillows has the right to change and modify this policy without prior notice.

Contact Us

For return, exchange, or refund questions, please contact us at:

Email: support@themarriottcollection.com Response Time: Within 1–2 business days, Monday to Saturday

This policy was last updated in May 2026. The policy that applies to your order is the one active at the time of purchase.