Frequently Asked Questions
Orders & shipping
Where do you ship?
We currently ship to addresses in the United States.
How much is shipping?
Standard shipping is free on all orders.
How long will my order take?
Orders are processed within 1–3 business days, then delivered within 7–12 business days. The estimated delivery window is shown on each product page and at checkout. Full details are in our Shipping Policy.
How can I track my order?
As soon as your order ships, you will receive an email with a tracking number. You can also follow your parcel on our order tracking page.
Can I change or cancel my order?
Yes, as long as it has not shipped yet. Email us as soon as possible with your order number.
Returns & refunds
What is your return policy?
You can return unused items in their original condition within 30 days of delivery. See our Refund Policy for the full conditions, including our 30-night comfort promise.
What if my item arrives damaged or is not what I ordered?
Contact us within 30 days of delivery with your order number and a photo. We will send a replacement or a full refund, including shipping costs.
When will I receive my refund?
Refunds are issued to your original payment method within 5–10 business days after approval.
Products & care
What are your products made of?
Each product page lists the exact fabric content, the dimensions for each size and care instructions. Our products are imported.
How should I wash my bedding?
Care instructions are listed on each product page and on the product label. As a general rule, wash in cold water on a gentle cycle and tumble dry low. See our Care Guide.
Which size should I choose?
Each product page includes a size guide with dimensions in inches and centimeters. Measure your mattress (width, length and depth) before ordering. See our Size Guide.
Payment & contact
Which payment methods do you accept?
Visa, Mastercard, American Express, Discover, Diners Club, Shop Pay, Shop Pay Installments, Apple Pay, Google Pay and PayPal. All payments are processed securely at checkout. See our Payment Methods page.
How can I contact you?
Email us at support@stillandsoft.com, call +1 505-375-6035 or use the form on our Contact page. Our customer service is available Monday to Friday, 9:00 am – 5:00 pm Mountain Time, and we reply within 1 business day.