FAQs

Every Billow pillow is crafted from raw, minimally processed, and untreated natural fibers. Because our cotton and other natural fills are used in their pure form, some customers may notice a light, earthy aroma when the pillow first arrives. Raw cotton in particular has a naturally sweet scent—sometimes compared to warm rice or clean grain. Depending on the pillow fill you choose, you may also detect a very mild note from natural latex or virgin wool.

This scent is completely normal and simply reflects the purity of the materials. Since we never mask our fibers with chemicals, dyes, or fragrances, the natural aroma may be more noticeable to some people than others. When left in a well-ventilated space, it typically fades within a week or two, depending on sensitivity.

Billow pillows contain only the fill you select and an exterior case made from soft, unbleached organic cotton sateen. Our production facility is GOTS-certified and inspected by a third party (Oregon Tilth), ensuring that every pillow meets strict organic standards with no added chemicals—ever.

The kapok we use is not currently certified organic. Kapok is a naturally occurring rainforest fiber—similar to bamboo in the way it grows—and historically there has been little global demand for organic certification. Even without certification, kapok is one of the cleanest, least-processed natural fills available.

Our kapok comes from Indonesia, where the Ceiba tree grows in tropical rainforest climates. The fiber is collected from seed pods that naturally drop from the tree, which means the trees are never cut down or harmed. This gentle harvesting process supports local communities while helping preserve rainforest ecosystems.

Very little needs to be done to transform raw kapok into pillow-ready fiber: it’s picked clean by hand, lightly processed, and sent to us in its soft, cloudlike form. Kapok is famously lighter and softer than down, naturally airy, and beautifully compressible—making it one of the most luxurious natural fills you can choose for a pillow.

If you love clean, sustainable materials and an exceptionally soft pillow feel, kapok is a perfect match.

In the United States, cotton is regulated as a food crop by the FDA. Because of this, there are strict limits on the types and amounts of pesticides that can be used while the plant is growing. Independent studies consistently show that raw cotton fiber and finished cotton textiles do not retain pesticide residues after harvesting and processing.

At Billow, our Green Cotton is thoroughly washed and cleaned before it becomes soft pillow fill. It remains a popular, natural option for customers who want an untreated fiber without added dyes or chemicals.

That said, if you feel most comfortable knowing the cotton was monitored and certified throughout its entire growing cycle, our GOTS-certified Organic Cotton offers the highest level of reassurance from seed to finished pillow.

Because our pillows are filled with raw, minimally processed natural fibers, they should never be fully submerged in water, as moisture can damage the fill and affect the pillow’s structure.

For cleaning, we recommend spot-treating only. Mix 3 parts water with 1 part vinegar, lightly mist the stained area, and place the pillow in indirect sunlight to dry. Repeat as needed until the stain lifts and any odors fade. A mild laundry detergent may be used instead of vinegar if preferred.

For targeted stain removal:

• Hydrogen peroxide works well on blood stains.
• Rubbing alcohol can help lift oils from cosmetics and skincare products.

Always ensure the pillow dries completely after any cleaning. Keeping natural fibers damp may lead to uneven wear or mold. Allow the pillow to dry thoroughly in a warm, dry environment before putting it back into a pillowcase or using it again.

Please note that all cleaning suggestions are followed at your own discretion, and results may vary.

Over time, natural fibers—especially kapok—can absorb the healthy oils from your skin, causing the pillow to lose some of its loft. To restore softness and fluffiness, place your pillow in the dryer on a cold air / no-heat / fluff setting for 15–20 minutes. Adding wool dryer balls or clean tennis balls can help gently loosen and refresh the inner fibers.

To protect the integrity of the natural fill, never use heat, as warmth can damage or distort raw fibers.

Unused pillows in their original condition may be exchanged within 30 days of purchase.

If you choose an item of lesser value than your original purchase, you may receive either:

• Store credit for the difference (valid for one year), or

• A refund for the difference minus a 30% restocking fee on the returned item.

If you exchange for a pillow of equal or greater value, the restocking fee is waived.

All returned pillows must pass inspection to confirm they are unused and in like-new condition. We cannot accept returns or exchanges for pillows that show signs of use. Billow reserves the right to refuse any return or exchange that does not meet these conditions.

Refunds are issued using the same payment method used at checkout. For payments made by credit card, PayPal, Zelle, Venmo, or Klarna, please allow up to 14 business days for the funds to appear, as processing times vary by financial institution.

If you choose store credit instead of a refund, you’ll receive a personalized credit code sent directly to your email. This credit can be used online or by phone and is valid for one year from the date it is issued. Store credits cannot be combined with other discounts or promotions unless otherwise noted.

We understand that choosing the right pillow is personal, and we want you to feel confident before committing.

If possible, we recommend checking whether a local retailer carries our pillows, so you can try them in person before ordering.

If you’re ordering online, here’s the best way to test your pillow without using it:

1. Keep the pillow inside its protective bag when it arrives and press on it through the packaging to get an initial sense of firmness.

2. If you need to remove it from the bag, cover it with one or two clean pillowcases before lying on it. This allows you to test the feel without the pillow coming into direct contact with skin or hair.

3. If you decide it’s not the right fit, email us for return instructions. We’ll guide you through the process.

All returned pillows are inspected to confirm they are unused and in like-new condition, as we never resell used products. We strive for 100% satisfaction and will always do our best to help you find your perfect match.

You may cancel your order any time before it ships. When an order is cancelled prior to shipment, we’ll issue a full store credit, valid for one year. Store credit cannot be combined with other discounts or promotions.

If you prefer a refund instead of store credit, we offer penalty-free cancellations within 1 day of placing your order.
Cancellations made after the first 24 hours will incur a 30% restocking fee, as your items may already be in production.

Most orders can be updated or adjusted on the same day they are placed. Upgrading to a different material or fill type may require an additional charge.

After the initial 24-hour window, any changes that involve downgrading materials will incur a fee equal to 30% of the order total, as the item may already be in production. If you wish to add new items after the first day, they will be processed as a separate order.

Unused pillows in their original condition may be returned within 30 days of purchase. After inspection, you may choose either:

• Store credit for the full purchase price (valid for one year), or

• A refund minus a 30% restocking fee.

All returned pillows must pass inspection to confirm they are unused and in like-new condition. For health and hygiene reasons, we cannot accept returns of pillows that show any signs of use. Billow reserves the right to refuse returns that do not meet these requirements.