Ordering & Payment
How do I place an order?
Choose your NAE product, add it to your basket and complete your order securely through our checkout.
Which payment methods do you accept?
Available payment methods are displayed securely at checkout before you complete your purchase.
Can I change or cancel my order?
Please contact us at Naeatelier@hotmail.com as soon as possible with your order number. If your order has not yet been processed or dispatched, we will do our best to accommodate your request.
Shipping & Delivery
When will my order be dispatched?
Orders are typically processed and dispatched within 1 business day. Orders placed during weekends or public holidays will be processed on the next business day.
When will I receive my order?
Orders are typically delivered within 5–7 business days after processing. Delivery times are estimates and occasional carrier delays may occur during busy periods or public holidays.
Is shipping free?
Yes. We currently offer free standard shipping on UK orders.
Will I receive tracking information?
Yes. Once tracking becomes available, you will receive your tracking information by email. Please allow up to 24–48 hours for tracking updates to appear.
Can products from the same order arrive separately?
Yes. In some cases, items may be shipped separately and arrive on different days. You will not be charged additional shipping fees for split shipments.
My order hasn't arrived yet. What should I do?
First check your tracking information for the latest update. If your order has not arrived within the expected delivery period, contact Naeatelier@hotmail.com with your order number and we'll investigate it for you.
Will I have to pay customs or import fees?
No additional customs or import charges will be charged to the customer upon delivery for UK orders.
Returns & Refunds
Can I return my order?
Yes. You may request a return within 14 days of receiving your order. Contact us first for the applicable return instructions and return address.
What conditions must my return meet?
Returned products should be clean, hygienic, undamaged and complete, with the original packaging where reasonably possible.
Who pays the return shipping costs?
Return shipping costs are normally the customer's responsibility unless the product is faulty, damaged, incorrect, or we have agreed otherwise in writing.
Where do I send my return?
Please contact us before returning your order. We will provide you with the applicable return address. Do not automatically return products to our business address unless instructed to do so.
When will I receive my refund?
Once your return has been received and processed, the applicable refund will be issued to your original payment method. Depending on your bank or payment provider, it may take several additional business days to appear in your account.
What if my product arrives damaged or defective?
Contact us as soon as possible with your order number, a description of the issue and clear photos or video where appropriate. Our team will review the issue and provide an appropriate solution.
NAE Recovery Pillow
Who is the NAE Recovery Pillow designed for?
The NAE Recovery Pillow is ergonomically designed to provide comfortable support for your head, neck and shoulders throughout the night.
Which sleeping positions is it suitable for?
The NAE Recovery Pillow is suitable for side, back and stomach sleepers, with its contoured design helping provide support across different sleeping positions.
What is the pillow made from?
The pillow is made with supportive memory foam designed to retain its shape while adapting comfortably around your head and neck.
Does the pillow come with a removable cover?
Yes. The NAE Recovery Pillow comes with a removable, washable cover for easy care and everyday use.
How long does it take to get used to an ergonomic pillow?
Everyone sleeps differently, so the adjustment period can vary. Some people feel comfortable immediately, while others may need several nights to become accustomed to the contoured shape and support.
100-Night Trial
Does the NAE Recovery Pillow come with a trial period?
Yes. The NAE Recovery Pillow comes with a 100-night trial, giving you time to experience it at home.
What if the pillow isn't right for me?
Please contact our customer service team and we will explain the applicable return process and conditions under the 100-night trial.
Need Help?
Have a question about your order or an NAE product? Contact us at Naeatelier@hotmail.com and include your order number where applicable.