Common Questions

Last updated: October 16, 2026

Quick answers about our pillows, ordering, payment, delivery, returns and our Brooklyn store. If you cannot find what you need, contact us at support@papillonfinebedding.shop.

About Papillon Fine Bedding

Who are you?
Papillon Fine Bedding is a bedding and pillow store in Brooklyn, New York, with a physical store and an online store. Papillon Fine Bedding is our own brand. You can read more on our Our Story page.

What do you sell?
Bed pillows (down alternative queen size pillows and sets of 2, and a shredded memory foam pillow in king size), a contour memory foam pillow, a bed wedge pillow and decorative throw pillows (18 x 18 in, with inserts).

Where is your store, and when is it open?
We are at 355 Flushing Ave, Brooklyn, NY 11205, United States. Store hours (Eastern Time):

  • Sunday: 12:00 PM - 7:00 PM
  • Monday to Thursday: 11:30 AM - 7:00 PM
  • Friday and Saturday: Closed

Online orders are shipped from this same address.

About Our Pillows

Where can I find a pillow’s size, filling and cover?
On each product page. If something is unclear, email us with the product name and we will help.

What does “down alternative” mean?
It means the pillow is not filled with natural down. The filling details are listed on the product page.

What does “adjustable loft” mean on the shredded memory foam pillow?
Loft is the height of a pillow. This pillow is made with an adjustable loft. Please see the product page for details.

Do the throw pillows come with an insert?
Yes. Our decorative throw pillows are 18 x 18 in and come with an insert.

How do I care for my pillow?
Care depends on the pillow. Please check the product page and the care label on your pillow. If you are not sure, contact us before washing.

Are your pillows medical products?
No. Words such as “neck support” or “back support” describe the shape and design of a pillow. They are not medical claims. If you have a medical condition or pain, please ask a healthcare professional before you choose a pillow.

Ordering and Payment

How do I order?
Choose your pillow, add it to your cart and check out with your name, shipping address and phone number. Select Cash on Delivery as your payment method.

How do I pay?
By cash on delivery. You pay the delivery agent in cash when your package arrives. We do not take any payment on our website.

Is there a fee for cash on delivery?
No. There is no cash on delivery fee.

Is tax added to my order?
No tax is added at checkout. The total shown at checkout is what you pay.

What currency do you use?
US dollars (USD, $).

Should I keep the exact amount ready?
Yes, please. The delivery agent may not be able to give change.

Can I cancel my order?
Yes, within 24 hours of placing it. Email us or call +1 (718) 782-6293 with your order number.

More details: Payment Information

Delivery

Is shipping free?
Yes. Shipping is free on online orders within the United States.

What are your business days?
Our business days are Sunday to Thursday, not including public holidays. Our store is closed on Friday and Saturday.

How long does delivery take?
Orders are processed within 1-2 business days, and shipping takes 4-6 business days. The estimated total delivery time is 5-8 business days. Delivery times are estimates, not guarantees.

Is there an order cut-off time?
Yes, 5:00 PM (Eastern Time). Orders placed before 5:00 PM on a business day are counted as that day’s orders. Orders placed after 5:00 PM, or on a Friday, Saturday or public holiday, are counted as the next business day’s orders.

Do I get a tracking number?
Yes. We provide a tracking number for every order, so you can follow your package until it arrives.

Who delivers my order?
Our trusted delivery partners.

What if I am not home when it arrives?
The delivery agent may contact you on the phone number you gave at checkout. If nobody receives the package or you decide not to accept it, it is returned to us and the order is treated as cancelled. You are not charged, because you have not paid anything online.

What if my order has not arrived after 8 business days?
Contact us with your order number. We will check the status with our delivery partner and update you within 1 business day.

More details: Shipping Policy

Returns and Refunds

Can I return an item?
Yes. You can return an eligible item within 30 days of delivery.

Which items can be returned?
Pillows that are unused and unwashed, free of stains, odors, pet hair and damage, and in their original packaging, with the insert or tags if they came with them. If your pillow arrives damaged, defective or is not what you ordered, contact us and we will help.

Who pays for return shipping?
We do. Return shipping is free.

How do I start a return?
Email support@papillonfinebedding.shop or call +1 (718) 782-6293 with your order number and the item you want to return. Please contact us before sending anything back. We will reply within 24 hours on our open days with instructions and a prepaid return shipping label.

How long does a refund take?
Refunds are processed within 7 days after we receive and approve your returned item. Since you do not pay by card, we do not refund to a card. You can choose a bank transfer or store credit.

Can I exchange my pillow for a different one?
Contact us within 30 days of delivery and we will help, depending on what we have in stock. If the pillow you want is not in stock, we will offer you a refund.

What if my item arrives damaged or is not what I ordered?
Contact us within 30 days of delivery and send a photo if you can. We will arrange the return at no cost to you, and you can choose a replacement or a refund.

Can I return something I bought in your store?
Please visit us or contact us, and we will tell you what to do.

More details: Return & Refund Policy

Help and Privacy

How can I contact you?

How quickly will you reply?
Within 24 hours on our open days. Messages sent on Friday or Saturday are answered on Sunday.

Will you ever ask me to pay in another way?
No. We will never ask for payment by gift card, cryptocurrency, wire transfer, payment app or social media message. If someone asks, do not pay. For tips on spotting scams, see the FTC’s How To Avoid a Scam.

How do you use my personal information?
Please read our Privacy Policy.