Frequently Asked Questions

Got a question about our products, looking for delivery information or want to get in touch about a press opportunity? We might have the answer for you in our FAQs



Shipping is absolutely FREE on all orders 

We offer FREE standard delivery for all our UK orders.

Standard Shipping Method
Royal Mail 48 Hour Tracked

Last order time for same day despatch: 3pm GMT

If your order contains multiple items these may be dispatched separately. 

Standard Shipping Method
Royal Mail 48 Hour Tracked

We aim to fulfil all our orders by their estimated delivery date, however shipping times are out of our control once your package leaves us.

We’ll send you an email with your shipment information and tracking if this is available after your order has been dispatched.

If your order hasn’t arrived please:

Check your delivery address was entered correctly, please contact us if there are any errors.

Check the delivery timeframe, if you have reached the estimated delivery date, please wait an additional 24 hours for any deliveries to be completed.

Check with your neighbours to confirm whether they have accepted your parcel.
If you have completed these steps and you have still not received your order, please contact us at and we will be happy to help you out.

Yes we do! You can select your country for international shipping on our delivery page.

International Delivery


Our returns policy lasts 100 days. To
begin your return please email us at with a note of your order number 
or copy of your receipt.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We do not currently offer free returns.

Our returns address is:
Trtl Travel c/o Scan Global
Unit 14
5 Mills Road
ME20 7NA

We’re only able to accept returns for orders purchased on

To complete your return, we require a receipt or proof of purchase.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.

There are certain situations where only partial refunds are granted (if applicable).

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 100 days after delivery.

We’re happy to exchange any faulty or defective items purchased directly from our website.
If you need to exchange your product for the same item, send us an email at to begin the process.


Pre-orders are estimated to ship mid/late June. You will receive a shipping confirmation email with tracking when your order has been dispatched.

Orders containing both pre-ordered and in-stock items will be shipped separately in an effort to deliver your products as quickly as possible. You will not be charged for multiple shipments. Multiple shipping confirmation emails will be sent for purchases with in-stock and pre-ordered items. 

Depending on timing, you may be able to cancel a pre-ordered item by contacting our customer service team here. Please include your order number in your request.


1. Separate the velcro and extend your Trtl Pillow

2. Position Trtl Pillow internal support wherever is most comfortable - either side or under your chin

3. Wrap and Nap!

Watch the Video here

Remove the plastic insert and then wash your Trtl Pillow on a 30°C/ cool wash.
Full instructions are on the care label within the product or check out our video guide

Hold the support in one hand and loop the scarf around the back of your neck.
Push in and twist the dials to adjust the height of your support.
Wrap the scarf around your neck and secure using the velcro on the outside of the support, covering the dials.
Check out our video for more info.

The scarf of the Trtl Pillow Plus is fully machine washable. We recommend removing the internal support from the scarf one wing at a time and then pulling the fabric over the toggles. Wash on a cold (30°C) cycle and then drip dry. Then all you need to do is reinsert the internal support one wing at a time. You will find more instructions on your set up guide which is included with your Trtl Pillow Plus.

Turning the sock inside out up to the heel, sliding your foot in, and then unrolling the sock up your leg is the easiest way to put them on.  The key thing with compression socks is that they are smooth on your leg - there should be no wrinkles in the socks, and the cuff should not be folded down.