Do you ship Worldwide?



No, we currently only ship to the following countries: U.K, U.S, Canada and Australia.






Will my order be shipped in multiple parcels?



If you place a large order, it may be fulfilled in multiple shipments.






How long will my order take to deliver?



Your order should take between 1 to 14 business days to arrive at your doorstep.






Will I have to pay any customs fees?









What are my payment options?



We accept payments by  Visa, MasterCard and American Express.






 What are my delivery options?



check out from $20






How secure is your site?



Soft Pillow Shop processes payments using the Stripe payment gateway. Stripe is certified to PCI Service Provider Level 1, the most stringent level of certification. We take security very seriously, all payments are verified by Stripe to prevent fraud.






Can I amend my order?



Contact us as soon as possible if you wish to amend your order. We ship items out usually within 1 working day, so cannot guarantee any changes will be made. It is your responsibility to ensure you check out with the correct items and shipping info.






Where is my order?



You will receive an email with tracking information once your order is dispatched.






How do I track my parcel?



You can track your parcel via the email we sent you. We also have a link to our Order Tracking page on our Home Page.






When will I receive my parcel?



Once your order is trackable, it will take between 10 to 35 business days to be delivered. Depending on different country’s custom restrictions, this may take longer (we wish this wasn't the case).






Can I return or exchange an item?



Absolutely. We offer a 30 day refund time from the date you receive your parcel. Read our Refund Policy page for more info. If you are unhappy with your order, we encourage you to email us directly on our website, so we may resolve your issue with the product.






What if I received a faulty item?



If you discover a fault, please contact us immediately (within 7 days of receiving your parcel) via ‘Contact Us’ on our website.


My fish died before I open the box . 


ok great please angle the bag to see fish inside unopen bag with photo  

open bag added fish into iso contain and check for signs of life with photo 

send email with photo and your thoughts of what could of happen to helps us make improvements 

get refund back to card or reship store credit let us know which one you prefer.

  1. Photo's x 2 clearly showing fish in bag out if bag 
  2. Your order for the involve for supplied fish