Appears to be a genuine seller. Had an issue with the product which was dealt with quickly and efficiently by the customer service team who were contactable and replied to emails!! Return payment was... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Yes there was a delay but we were kept advised throughout! The pillows were good quality but did not suit specific requirements so were returned. A full refund was in our account the next day and lots... See more
Company replied
A very well made and comfortable pillow with the opportunity to experience a softer feeling on one side. It is quite bulky and might not suit everyone, but do try it. After ordering I had to wait f... See more
Company replied
The pillows were awful,first lot were flat within 3 months,was sent replacements which were flat within a month. How ever the customer service was exceptional! Problems quickly and politely dealt wit... See more
Company replied
Company details
Written by the company
The multi-award winning Aeyla exists to help you break the sleep-stress cycle, with natural solutions for everyday life. When we're stressed, we struggle to sleep. When we can't sleep, days can feel more stressful. And so goes the sleep-stress cycle. There’s lots that can keep us up at night - only 20% of adults say the quality of their sleep is very good or excellent. And in the past month, nearly half of us will lie awake at night due to stress. If we don’t get the hours sleep we need, our stress levels increase. 21% of adults reported feeling more stressed on less sleep. But there’s not a ‘golden bullet’ or a secret hack to breaking it. It’s small changes to your routine that can help get you back on track. That’s where we come in.
Contact info
Bartle House, 9 Oxford Court, M2 3WQ, Manchester, United Kingdom
- support@aeyla.co.uk
- aeyla.co.uk
3.6
Average
2K reviews
Replied to 60% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
ORDER #AEYLA127175
ORDER #AEYLA127175
I placed an order on the 16th January for 4 pillows and the only tracking available is through SHOP and it still shows awaiting details. I emailed through that app and then directly and have had no response at all from either. I am receiving daily emails about products so no issue with receiving them or going to junk mail. Could please have an update? I wasn’t told to expect a two week delay with still no update. This is really poor service with regards to communication.
January 16, 2026
Unprompted review
Reply from Aeyla
Hi Donna, We’re really sorry for the inconvenience caused by the delay and completely understand how frustrating this must be.
We’d also like to provide a bit of context around what’s been happening behind the scenes.
We’re in the middle of a major website migration from Shopify to Shopify Plus, alongside several design and functionality upgrades to improve your overall shopping experience. Because of platform limitations, many of these changes require custom coding, which has temporarily affected how quickly we can update certain live elements on the site.
At the same time, we’re transitioning to a new fulfilment centre. Unfortunately, this overlap has impacted stock visibility, meaning some product pages displayed incorrect availability and delivery timeframes. We completely agree this should have been clearer at checkout, and we sincerely apologise for that oversight.
Please let us know via email support@aeyla.co.uk how you’d like to proceed, whether you’re happy to keep your order and wait, or would prefer an immediate refund, and we’ll action it right away.
Thank you for your patience and understanding.
Not in stock - drop shipped?
Haven’t even received the pillows yet. Purchased during a “sale”, on 12th January. Within 24 hours had an email from them to say that they don’t actually have any stock and they’re on back order, with delivery expected between 22-24 January. For the inconvenience though, I got an “exclusive perk”… entry into a “prize draw”. Cool.
I chased them on 26th after hearing nothing for 2 weeks, and now they tell me that there are further delays meaning stock is “expected within their warehouse around the first week of February”.
Really poor. Stop advertising for sale something that you do not have in stock and can not deliver. If you’re going to charge three figures for two pillows, you need to provide way better service and delivery.
January 12, 2026
Unprompted review
Reply from Aeyla
Hi Sherri, We’re really sorry for the frustration this has caused and completely understand why you’re disappointed.
Your order was placed during a period of very high demand, which unfortunately led to stock selling out faster than expected. While we did notify you of the initial backorder, we acknowledge that the revised timelines and uncertainty have fallen short of the service we aim to provide, and we’re truly sorry for that.
We agree that items should be clearly marked when stock is limited or delayed, and we’re actively addressing this to prevent it from happening again. Your feedback is taken seriously and has been shared with the wider team.
If you’re no longer happy to wait, we’re more than happy to arrange an immediate refund. Alternatively, we can provide a direct update on your order’s current status. Please email us at support@aeyla.co.uk and let us know how you’d like to proceed, and we’ll action it straight away.
Updated Review
I ordered my pillows on 10th January. Like many others I received an email saying they were out of stock. I was told the new stock would be arriving on 22nd January and would be handed to the courier within 24hrs and with me in 2 -3 days! Like many others no pillows, no response to my email and no way to track how or if my order is progressing. This will be my first and last order!!
I am now upgrading this review. I am delighted to say that the company certainly improved their service! After my poor review I was kept up-to-date at every stage of the order.
In terms of the product - it is a softer pillow than I expected and it took a couple of nights to adjust to it. However I'm now finding it so comfortable and no longer wake up with a sore neck. It was worth the wait. Great product - just keep your customers updated on delivery.
January 10, 2026
Unprompted review
Reply from Aeyla
Hi Sandra, We’re really sorry for the frustration this has caused and for the lack of communication, we completely understand how disappointing this experience has been.
At the moment, we’re unable to locate your order based on this review, as no order details were included. We’d really like the chance to look into this properly and provide you with a clear update or arrange a resolution straight away.
Please email us at support@aeyla.co.uk with your full name and order details, and our team will prioritise this for you. We’re truly sorry again for the experience so far and hope we can make this right.
I seem to have suffered the same fate…
I seem to have suffered the same fate as many of the other recent reviewers here. The company were happy to take my money for a pillow they clearly knew wasn't in stock.
I'm always willing to give companies a chance, so I waited until the new delivery date they gave had been and gone before contacting them. They didn't reply to any of my emails and I never received any updated delivery information, just constant marketing emails! I did a charge back through PayPal who refunded my money.
When will companies learn that customer service and transparency are key! Misleading people in this way is very irritating.
January 28, 2026
Unprompted review
Reply from Aeyla
Hi Paula, We’re really sorry to hear about your experience and completely understand why you felt frustrated.
We regret that the delay and lack of clear communication led you to request a chargeback, and we’re sorry we didn’t have the opportunity to resolve this for you directly first. Transparency and customer care are extremely important to us, and we acknowledge that we fell short in this instance.
Your feedback has been shared with our team as we continue to address the issues around stock visibility and communication to prevent this from happening again. We’re genuinely sorry for the inconvenience caused and appreciate you taking the time to share your experience.
Awful experience - no sign of my order after weeks
Awful experience. Order placed 11 Jan for advertised 3-5 business days delivery (and money taken straight away of course). Then I get an email saying out of stock - more in on 22 Jan. I've heard absolutely nothing since and nobody responds to my emails. I will be raising a dispute with PayPal to get a refund as I need the product by this weekend and I have no confidence I will ever get it. Order #AEYLA123882
January 11, 2026
Unprompted review
Reply from Aeyla
Hi Catherine, We’re really sorry for the frustration this has caused.
We can see that our team has already responded to you via email regarding your order and the next steps. We apologise for the delay and understand why this experience has affected your confidence.
If you have any further questions or would like us to proceed with a refund, please reply to the email we sent and we’ll assist you straight away.
Delayed delivery..
Contacted company after 2 weeks as order not arrived. Quick response. They were waiting an imminent delivery with apologies. 2 says later order out for delivery...
January 26, 2026
Unprompted review
Reply from Aeyla
Thank you, Trish 💛. We’re glad your order was sorted quickly and arrived safely. Wishing you many restful nights ahead with your new pillows 😴✨
SCAMMERS
SCAMMERS - Do not use ******* ypu work hard for ypur money - they pay people to put on good ratings but the real people - never get the pillows
MY LAST EMAIL Forget PUTTING ME IN the pretend raffle scammers if you could not deliver the stock but was greedy enough to take people's money and then try to pacify by saying a raffle , is the most ridiculous thing i have even read - get a date for me i ordered on the 9th and it was express - false advertising, suggesting you had stock suggesting express delivery suggesting you were a reliable Uk business when in fact the goods are from China
January 9, 2026
Unprompted review
Reply from Aeyla
Hi Beverley, We’re really sorry for how upset and frustrated this experience has made you. We completely understand why you feel this way, and we apologise for the delay and the disappointment caused.
Your order has been affected by exceptionally high demand, with stock selling out far faster than anticipated. This is the reason for the delay, not a lack of intention to deliver. We want to reassure you that your item is scheduled to be delivered, and our team is working to dispatch all outstanding orders as soon as stock is available.
We’d also like to clarify that we are a UK-based company, and all of our pillows are designed here by our Product Development Team. While we do source materials and manufacture with trusted specialists around the world, including countries such as Portugal, Turkey, India, and China, this global approach allows us to maintain high quality, comfort, and durability standards.
We’re genuinely sorry that our communication and timelines have led to a loss of trust. If you’d like a clear delivery update or would prefer to discuss alternative options, our customer care team is ready to assist you directly via email.
Advertising and selling stock they don't have!
I ordered 2x dual pillows on 9th January with Express delivery.
The very next day I received the following message from Aeyla:
We wanted to let you know as soon as possible that there’s been an unexpected delay with your order. Due to very high demand, the DUAL Pillow is currently on backorder, with new stock arriving at our warehouse on 22 January.
At that point and ever since they have been relentlessly marketing the same pillows that are apparently out of stock without any mention of this on their website to unsuspecting customers.
I wrote to them and managed to get my 'express delivery ' fee refunded, but only after asking...which to honest you think they might have offered instantly anyway! Either way, here we are on the 27th of January and I'm £80+ worse off and there is still no sign of any pillows! ☹️😖
Planning on chasing them again tomorrow, but whatever happens they already need a bad review for misleading customers on stock availability and poor communication.
All I can say is that if I ever get these pillows they and better be bloody amazing.
January 9, 2026
Unprompted review
Reply from Aeyla
Hi Geoff, We’re really sorry for how frustrating this experience has been and completely understand why you feel misled and disappointed.
Your order was affected by an unexpected stock delay caused by very high demand, and while we did notify you as soon as this was identified, we acknowledge that the continued marketing emails and lack of clearer visibility on stock availability added to the frustration. We agree this should have been handled better, and we’re sorry for the impact this has had on your confidence in us.
We can see that your express delivery fee was refunded, and we apologise that this wasn’t offered proactively at the time. Your pillows are still due to be dispatched as soon as stock is fully received and processed at our warehouse.
If you’d prefer not to wait any longer, we can also arrange a full refund straight away. Please reply to our latest email, and we’ll make sure this is prioritised for you. We genuinely hope we can still turn this around for you.
Ordered 5th Jan and still no pillows
Ordered 5th Jan and still no pillows.
They take your money and don't inform you of such a delay. Wanted pillows for a post op recovery now too late.
Customer service terrible.
Following day my pillows arrived over three weeks from ordering. Now I need to return them as too late for the particular use of them.
January 5, 2026
Unprompted review
Reply from Aeyla
Hi Lou, We’re really sorry for the delay and for the disappointment this has caused, especially knowing the pillows were needed for post op recovery. We completely understand how upsetting this is.
Your order was affected by an unexpected stock delay due to very high demand, and we apologise that this was not communicated clearly enough at the time. We agree that this is not the level of service we aim to provide.
We’d really like the opportunity to look into your order and either provide a clear update or arrange a refund straight away. Please email us at support@aeyla.co.uk with your order details so we can prioritise this for you.
Terrible stock management
The customer service team are really lovely, but this business are shocking at managing stock! They oversell and then inform you of delay after delay saying the stock they got in sold too fast, surely you stop advertising 'in stock' until you have filled already paid orders? Anyway, never got to try the pillow I cancelled my order having waited too long.
January 27, 2026
Unprompted review
Reply from Aeyla
Hi Emily, We’re really sorry this was your experience, and we appreciate your kind words about our customer service team.
You’re absolutely right that stock should be managed more carefully, and we understand why the delay led you to cancel. Demand exceeded expectations, but we acknowledge that availability should have been clearer and that paid orders should always be prioritised first.
Your feedback has been shared with the wider team as we work to improve stock control and prevent this from happening again. We’re genuinely sorry we couldn’t get the pillow to you in time and appreciate you taking the time to share your experience.
Absolute joke.
Placed an order fir two pillows. Got an email the next day saying there's a delay. Asked to cancel they said ok .still waiting for a refund. PLEASE DON'T USE THIS COMPANY AND TELL OTHERS TO AVOID .
January 21, 2026
Unprompted review
Reply from Aeyla
Hi Danny, we’re really sorry for the frustration this has caused and understand why you’re upset.
We can see that your cancellation was confirmed, and your refund is currently being processed. We apologise for the delay and for any lack of communication around this.
If you haven’t already received the refund, please email us at support@aeyla.co.uk with your order details and we’ll make sure this is followed up and resolved as quickly as possible.
Please be careful when ordering from…
Please be careful when ordering from this company. I ordered on the 9th January and have received nothing, with no shipping notification.
They are not responding to my emails sent to support@ despite responding on trustpilot to ask for my details 5 days ago. I gave order numbers etc and they have still not responded. I would not use Aeyla given my experience. I have paid £70+ for the pillow which has not arrived. Will be taking this further.
January 27, 2026
Unprompted review
Reply from Aeyla
Hi Jane, follow-up after you shared your details. This is not the experience we want for any customer.
We apologise for the delay in responding via email. Due to a very high volume of enquiries, some responses have unfortunately taken longer than expected, but that’s not an excuse, and we’re actively working through the backlog.
Please be assured that your payment is safe, and this is not something we take lightly. If your order has not yet been dispatched and you’d prefer not to wait any longer, we can of course arrange a full refund.
We’ll prioritise this to ensure it’s resolved as quickly as possible.
Item not received, terrible customer service.
Don’t trust this company they let you pay for goods then they tell you items are on back order should be in stock in a few weeks. Then try to lighten the blow by telling you they are entering you in a draw for a spa day 🤯
They don’t email after multiple attempts to contact them and if you leave anything but a 5 star review on their website they don’t post it.. all I can say this is a heads up to save you all the hassle I have had. Now I need to wait on a refund, also now I await the standard response that will appear below LOL
this is also true copied from another review
Still no goods - received a million marketing emails.
Ordered some pillows 14th January, then received an email saying they were out of stock and my pillows would be sent 22nd January. Nothing. Checked my order status, nothing. Tried to message on FB, this doesn't work. Website is terrible. Upset at the fact I've spent a lot of money and have nothing to show apart from a ridiculous amount of marketing emails. I've managed to contact them through the website but already received a message saying they are short staffed and have a high volume.
Quick tip: if you are unable to handle the demand then stop advertising so much!
I have now received an email saying they will refund me
They have now refunded me but they are still advertising and selling stuff they haven't got! It's just hassle I could do without
January 14, 2026
Unprompted review
Reply from Aeyla
Hi Jonathan, we’re really sorry for the frustration this has caused and completely understand why you’re disappointed. The delays and lack of timely communication were due to an unexpected surge in demand alongside operational changes, and we acknowledge this should have been handled better.
We understand your concerns around continued marketing during this period and are actively addressing this to avoid a repeat.
We can confirm that your refund is now being processed, and while this doesn’t undo the experience, we hope it brings some resolution. Thank you for raising this feedback.
I ordered a pillow had an email to say…
I ordered a pillow had an email to say sold out have to wait till end of February so I emailed to say it was to long to wait and wanted a refund and heard nothing also very disappointed that once I ordered there was an offer for buy one get one free which seems to be the case with everyone not happy
January 23, 2026
Unprompted review
Reply from Aeyla
Hi Michael, thank you for sharing your experience, and we’re really sorry for the disappointment and the delay in getting back to you. We completely understand that waiting until the end of February is longer than expected, and it’s absolutely fair to request a refund in that situation.
We’d be more than happy to look into this and assist you as quickly as possible. Could you please share your order number and the email address used at checkout so we can locate your order and arrange the appropriate resolution for you?
We also apologise for the frustration around the promotion timing. We truly appreciate your feedback and the chance to make this right.
Don’t trust this company they let you…
Don’t trust this company they let you pay for goods then they tell you items are on back order should be in stock in a few weeks. Then try to lighten the blow by telling you they are entering you in a draw for a spa day 🤯
They don’t answer their live chat mail after multiple attemps to contact them and if you leave anything but a 5 star review on their website they don’t post it.. all I can say this is a heads up to save you all the hassle I have had. Now I need to wait on a refund
January 23, 2026
Unprompted review
Reply from Aeyla
Hi Greg, We’re truly sorry to read this and sincerely apologise for the frustration and inconvenience you’ve experienced.
We’d like to be transparent and apologise for the delayed replies. We’ve recently transitioned to a new customer support system, and while our team has been getting up to speed, this unfortunately caused some delays. That’s entirely on us, and we’re really sorry for the impact this had on your experience.
We can also confirm that we can see your refund has already been processed. Depending on your bank or payment provider, it may take a few working days for the funds to appear back in your account.
Thank you for your patience, and again, we’re genuinely sorry for the hassle this caused. Your feedback is taken seriously and is helping us improve our processes going forward.
Updated Review
To update my previous review.
After a delay in communication and as a consequence experiencing both concern and frustration. Can now acknowledge the customer service and correspondence has been faultless since! Updates constantly throughout the process- from order out to dispatch and then updates from both courier and Aeyla team re delivery.
My order arrived today on time, well packaged. I obviously have yet to try the pillows out sleep wise, but the product certainly looks a good quality and well made. Thank you Aeyla customer service team 💐
January 26, 2026
Unprompted review
Reply from Aeyla
Thank you so much for updating your review, Sharon 💛. We’re really pleased to hear that communication and service have felt faultless since, with clear updates every step of the way. It’s wonderful to know your order arrived on time, well packaged, and that the pillows look to be of great quality.
We truly appreciate your patience and kind words for the customer service team. Wishing you many restful nights ahead as you try out your new pillows 😴✨
Still waiting for delivery after 3 weeks
Ordered the opposite attracts bundle and then the 2 FOAMO pillows on 5th January. They still haven't arrived. I was informed they were out of stock and would be dispatched once new stocked arrived.
3 weeks later I still haven't received my pillows, and no updates on estimated delivery since 11th January. The customer service is terrible, I am beginning to think they will never arrive.
January 25, 2026
Unprompted review
Reply from Aeyla
Hi Catherine, we’re really sorry to hear about your experience and completely understand how frustrating and disappointing this must be, especially after waiting several weeks without clear updates. This is certainly not the level of service we aim to provide, and we sincerely apologise for the delay and lack of communication.
We appreciate how concerning this feels, and we want to reassure you that your order hasn’t been forgotten.
Please reach out to us at support@aeyla.co.uk with your order number, and we’ll prioritise checking the status of your order and provide you with a clear update or discuss alternative options, including a refund if you’d prefer.
Thank you for sharing your feedback. It helps us identify where we need to improve, and we appreciate the opportunity to put this right.
Awful customer service
We purchased 2 pillows, one for myself and one for my husband. I love my pillow but we want to return my husbands as he didn’t like it. I have emailed 4 times requesting to return one, I have received two responses thanking me for my interest and advising they have a 30 day trial period and they attach the returns information policy, the return policy says to contact support. Once I respond confirming I definitely want to return one of the pillows then I get no reply! Aeyla if you read this - yes I really do want to return a pillow so please contact me with how I go about this! Absolutely awful customer service
January 17, 2026
Unprompted review
Reply from Aeyla
Hi Steph, We’re really sorry for the frustration caused by the delay in responses and for how confusing this experience has been. We completely understand how disappointing this must have felt, especially after reaching out multiple times.
I can see you’ve now been responded to, and the refund for the pillows has already been processed.
We sincerely apologise for the late reply and the inconvenience this caused. Thank you for your patience, and if there’s anything else we can help with, please don’t hesitate to contact us at support@aeyla.co.uk.
Stock issues
Customer service is excellent!!
However, I cancelled my order due to stock issues. If possible, at order point, give a lead time for the item to allow the customer to make an informed decision on whether to proceed.
Since I placed the order, an immediate email stating stock was unavailable and 2 weeks before new stock came. After the 2 weeks, told a further 10 days before stock became available.
48 hrs has passed and I’m still awaiting my refund to land back in my account.
Shame really as those who have received their items, the reviews are nothing short than excellent
January 23, 2026
Unprompted review
Reply from Aeyla
Hi Ant, Thank you for your honest feedback and kind words about our customer service. We’re really sorry for the frustration caused by the changing stock timelines and understand how this affected your decision.
Your refund has been processed and should land back in your account shortly. We truly appreciate your feedback on clearer lead times at checkout and are actively working on improving this.
Ingenious
After suffering from neck pain due to unsupportive pillows. I have purchased at least 10 new pillows in the last year. All of them promising neck support and ease.
I ordered a pillow from Aeyla and it is the one where you take out the filling to your required height. Its a game changer. I have almost half a pillow of filling which i can top up if the pillow flattens. I am more than happy. When it arrived in the box it was flat and i thought id be sending it back on the 30 day guarantee but when i returned to the bedroom it had plumped out massively. Yes it takes a few adjustments to get it just right for you but im definately not suffering from neck pain any longer. Thankyou
December 4, 2025
Unprompted review
Reply from Aeyla
Thank you so much for sharing your experience, Baglady 💛. We’re delighted to hear the pillow has been a real game‑changer for you, especially after trying so many others without success. It’s wonderful that the adjustable filling has helped you find the perfect comfort and eased your neck pain, exactly what we designed it for.
We’re proud the pillow exceeded expectations right out of the box and that you’re now enjoying pain‑free, refreshing sleep. Your recommendation means a lot to us. Wishing you many more nights of comfort and rest 😴✨
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