FAQ

Answers to the questions we are asked most often. If yours is not here, email support.team@swisatravel.com — we reply Monday to Friday, usually within 24–48 business hours.

Choosing a product

Which SWISA travel pillow should I choose?

All four use a memory foam core under a cool-touch modal cover, and all four include a zip carrying case. They differ in shape and size:

• Velura™ IceSilk — 23 × 24 × 10.5 cm, with a front chin panel that stops your head dropping forward. Case: 16 × 10 cm.
• AeroWrap™ — 27 × 28 × 13 cm, wraparound with raised sides and an adjustable overlapping front. Fits necks of 32–48 cm. Case: Ø16 × 10 cm.
• AERLUX™ IceSilk — 30 × 30 × 10 cm, the fullest 360° shape. Case: 16 × 10 cm.
• Lunara™ PackFold — 22 × 20 × 12 cm, our smallest, with an adjustable front drawstring. Case: 17 × 11 cm.

If your main problem is your head falling forward, choose the Velura™ or the AeroWrap™. If you want the least bulk in your bag, choose the Lunara™.

What are the pillows made of?

A memory foam fill with a modal cover. Modal is a soft, breathable fibre that stays cool against the neck, which is why we use it rather than fleece.

Can I wash the cover?

Yes. On the Velura™, AERLUX™ and AeroWrap™ the cover removes for washing. The NomadPack™ Hoodie is machine wash cold. Disposable bedding and towels are single-use and are not washed.

Will a pillow fit in my carry-on?

Yes. Each pillow compresses into its own case — roughly 16 × 10 cm — which fits inside a carry-on, backpack or tote. You do not need to clip it to the outside of your bag.

My pillow arrived looking flat or creased. Is it faulty?

No. Memory foam is compressed for shipping, so slight wrinkles or shape variation after unpacking are normal and are not considered defects. The pillow regains its shape over time.

Is the NomadPack™ Hoodie unisex?

Yes — unisex, oversized relaxed fit, in Grey and Black, sizes S to 3XL. The backpack compartment is built into the garment: a large top-zip rear compartment plus a quick-access front pocket.

Is The Better Flight Guide a physical book?

No. It is a 21-page PDF in English, emailed to you immediately after checkout. Nothing is shipped.

Do your products make any health or medical claims?

No. Our pillows and accessories are designed to support comfort while travelling. They are not intended to diagnose, treat or cure any condition, and individual comfort results vary.

Shipping

How much does shipping cost?

Standard shipping is $6.99 USD on orders under $50 USD, and free on orders of $50 USD or more. Rates and eligibility are confirmed at checkout.

Will I have to pay customs, duties or import tax?

No. SWISA covers any customs duties and import taxes on your order. The price you pay at checkout is the price you pay — there is no additional bill when your parcel is delivered.

How long will my order take?

Orders are processed in 1–3 business days, then take an estimated 6–10 business days to arrive — approximately 7–13 business days in total. Processing may take slightly longer during high-demand periods.

Why might delivery take longer than estimated?

Shipping times are estimates and can be affected by customs clearance, flight availability, weather, peak holiday seasons and local delivery delays.

Do I get a tracking number?

Yes. A tracking number is emailed to you once your order ships. Tracking updates can take a few days to start appearing after shipment.

Do you ship internationally?

Yes, we ship worldwide, with duties and import taxes covered by us as described above.

What if I entered the wrong address?

Email us as soon as possible. Once a package has shipped we cannot redirect it, and SWISA is not responsible for packages returned due to an incorrect address, failed delivery attempts or unclaimed parcels. Additional shipping fees may apply to a reshipment.

My package seems lost or badly delayed. What now?

Email support.team@swisatravel.com with your order number and we will help you trace it.

Returns and refunds

What is your return window?

We accept returns within 30 days of delivery. To be eligible, items must be unused and in original condition, include the original storage case and packaging, and be free of stains, odours, damage or signs of use.

Can I return a pillow I have already used?

No. For hygiene reasons, used travel pillows cannot be returned. Washed items and gift cards are also non-returnable.

My order arrived damaged, defective or incorrect.

Contact us within 7 days of delivery with your order number and photos showing the issue. Once approved, we will arrange a replacement or a refund.

Who pays for return shipping?

Customers cover return shipping, unless the item arrived damaged, defective, or was the wrong item — in those cases we cover it. We recommend using a tracked service.

How long do refunds take?

Once your return is received and inspected, approved refunds go back to your original payment method. Allow 5–10 business days for processing, plus additional time depending on your bank or payment provider. Original shipping fees are not refundable.

Can I cancel or change my order?

Orders cannot be cancelled once processing or shipping has started. If you need to change something, email us immediately and we will do what we can.

Payment and support

Is checkout secure?

Yes. Checkout is handled by Shopify, and your payment details are processed by Shopify's payment providers. We never see or store your full card number.

How do I contact you?

Email support.team@swisatravel.com or use our contact form. Our support team operates Monday to Friday and aims to reply within 24–48 business hours; responses may take longer over weekends, holidays and busy periods.

To help us answer faster, please include your order number, the email address used at checkout, and a short description of the issue.

Full terms are in our Shipping Policy, Refund Policy, Privacy Policy and Terms of Service.