FAQS

I. About Our Products
Q: What materials are your comforters and pillows made of?
A: We carefully select high-quality materials sourced from around the world, such as Egyptian cotton, organic cotton, hypoallergenic microfiber, cooling gel, memory foam, and down. Each product page provides detailed material information; please refer to the specific product information for details. We are committed to providing high-quality bedding that is skin-friendly, breathable, and environmentally friendly.

Q: How do I choose the right pillow height and firmness?
A: Choosing a pillow depends primarily on your sleeping position:

Side sleepers: You need a higher, more supportive pillow to fill the gap between your shoulders and head.

Back sleepers: You need a pillow with the right height and firmness to support the natural curve of your neck.

Stomach sleepers: You need a softer, lower pillow to prevent excessive neck rotation.
Our product pages provide detailed recommendations, and you can also contact us by email for personalized recommendations.

Q3: How do I choose the warmth rating (Tog rating) of my comforter?
A: Tog is a unit of measurement for warmth. General Recommendations:

2.5-4.5cm Tog: Ideal for summer or air-conditioned rooms; very lightweight.

7.5-10.5cm Tog: Ideal for spring and autumn, perfect for all seasons.

12.0-13.5cm Tog: Ideal for winter; excellent warmth.
Please choose the appropriate size based on your climate and personal heating and cooling preferences.

II. About Orders and Payments
Q4: How can I check my order status?
A: After your order is shipped, you will receive a confirmation email with a tracking number. You can use this tracking number to view real-time shipping information on the official website of the shipping carrier (such as USPS or DHL). You can also log in to your account to view your order history.

Q5: What payment methods do you accept?
A: We accept a variety of international payment methods, including Visa, MasterCard, American Express, PayPal, and more. All payments are processed through an encrypted, secure gateway; we do not store your full credit card information.

Q6: Can I modify or cancel an order after placing it? A: Once an order enters the processing process (usually within 1-2 hours of placing an order), it cannot be modified or canceled online. If you need to make an urgent change, please email [invoicing@rayidea.com] immediately and provide your order number. We will do our best to process it, but success cannot be guaranteed.

III. About Shipping
Q7: Where do you ship from? How long does delivery take?
A: To improve delivery efficiency, we use warehouses in the US and UK. The system automatically selects the best warehouse based on your delivery address.

Within the US: Approximately 5-10 business days

Within Europe: Approximately 7-15 business days
The above times are estimates after the package leaves our warehouse and do not include order processing time. Holidays, customs inspections, and other factors may cause delays.

Q8: Do I need to pay customs duties?
A: There are no customs duties for orders within the US.
For international orders (for example, to Canada, the EU, and the UK), the destination country may charge import duties and value-added tax (VAT). These charges are the responsibility of the recipient and vary depending on your country's customs policies. We cannot control or predict these costs.

Q9: What if my package is lost?
A: Please first use the tracking number we provide to check the delivery status. If the delivery information has not been updated for an extended period or appears unusual, please contact us immediately at [invoicing@rayidea.com] and we will assist you in inquiring with the shipping company and following up.

IV. Returns and Refunds
Q10: What is our return policy?
A: We offer a 30-day, no-questions-asked return policy (from the date you receive the item). Items must be unused, unwashed, and undamaged, with the original tags and packaging. Please refer to our Return and Refund Policy for details.

Q11: What is the return process?
A: Please do not return directly. The process is as follows:

Apply by email: Contact us at [invoicing@rayidea.com] and provide your order number and reason for return.

Get instructions: Our customer service will review your request and provide a return address and instructions.

Returns: Please package the item securely and return it. We recommend retaining your shipping receipt.

Refund Processing: We will process refunds as soon as possible after we receive and inspect the product.

Q12: How long does a refund take?
A: Once the refund is approved, the amount will be refunded immediately. It may take 5-10 business days for your bank or payment platform to complete the transfer and reflect it in your account.

V. Care and Maintenance
Q13: How should I wash my quilt and pillow?
A: Different materials require different care instructions for quilts and pillows. Please be sure to follow the specif