Return Policy

Last updated: May 10, 2026 · Mimi Pillow, Inc.

1. Why we don't accept opened returns

Mimi makes direct contact with your face, neck, and skin for hours at a time. We hold our materials to the same standard you'd hold a pillow, a baby blanket, or a piece of intimate apparel. Once a Mimi has been opened from her sealed packaging, we cannot resell her to another customer in good conscience, and we cannot guarantee the cleanliness of any returned unit. This policy is not a brand convenience; it is a hygiene and quality standard that protects everyone who receives a Mimi from us.

2. Cancellation before shipment

You may cancel a reservation or an order at any time before it has shipped, for any reason, at no cost. If you have already been charged, we will issue a full refund to your original payment method within 5-10 business days. To cancel, email hello@mimipillow.com with your reservation or order number.

3. Defective products

If your Mimi arrives with a manufacturing defect (a stitch failure, a torn seam, embroidery that comes apart in normal use, or fill that escapes the cover), we will replace her at no cost. Email hello@mimipillow.com within 30 days of delivery with photos of the defect and your order number, and we will arrange a replacement and prepay the return shipping.

4. Shipping damage

If your package arrives visibly damaged or your Mimi has been damaged in transit, photograph the outer packaging and the product before unpacking further, and email us within 7 days of delivery. We will file a carrier claim and ship a replacement.

5. Lost packages

If your tracking shows delivered but you have not received the package, contact us within 14 days of the delivery date. We will work with the carrier to investigate and, where appropriate, send a replacement.

6. What is not covered

• Normal wear from extended use (loss of loft over years, minor pilling on the cover, fading of the embroidery from repeated washing).
• Damage from machine washing the inner fill (only the outer cover is machine washable; please follow the care card).
• Damage from pets, children, or third parties.
• Returns based on subjective preference once the unit has been opened (it's softer than expected, firmer than expected, the color reads differently in your room, etc.). We provide detailed product photos, dimensions, and weight specs for this reason — please review them carefully before reserving.

7. Refund processing

Approved refunds are issued to the original payment method. Bank processing typically takes 5-10 business days from the date we issue the refund. International payment methods may take longer.

8. Changes to this policy

We may update this Return Policy from time to time. The "Last updated" date at the top reflects the latest revision. The policy in effect on the date you placed your order governs that order.

9. Contact

Questions, defects, or cancellations: email hello@mimipillow.com with your reservation or order number.

← Back to Mimi