Frequently asked questions

What is Viscoelastic Memory Foam?

Viscoelastic Memory Foam was first developed in 1966 by NASA’s “Ames research center to be used in space travel applications. It was proven to be incredibly durable, evenly distribute weight and relief pressure, alleviate pain associated with fibromyalgia. Memory Foam was later released to the public domain in the 1980s, where it quickly became a popular material for pillows, mattresses, furniture, medical and sports equipment, and many other products.

How to choose the right pillow?

Choosing the right pillow is a subjective experience, different people require different pillows depending on a number of factors. Here are a few guidelines that will help you figure out the pillow that’s right for you.


STEP1: Match your pillow to your sleep position

STEP2: Lie down on the pillow it for a few minutes to try it out, this will give you a more realistic idea of whether the pillow is right for you or not.

STEP3: If you are unable to lie down with a pillow, try standing next to a wall in your favorite sleeping position and place the pillow against the wall. If the pillow you are testing works with your body, your head should be aligned with your neck.

And you can always contact our sleep experts if you find any struggles choosing the right pillow

How can I return the pillow?

If for any reason you are not happy with the ella pillow, just email us on with a photo of the product within 48 hours and we will arrange to have the pillow collected by the courier company and to be donated to charity. Once the pillow has been collected, you will be issued with a full refund.

When can I expect my pillow to arrive?

Your delivery time frame depends on your location. Once we receive your order, we will dispatch it within 1 business day (Sunday-Thurday). You'll receive the order within 2-7 business days.

Can the pillow reduce my neck and back pain?

Ella’s ergonomic design and ultramedical mold works by caring for your neck, shoulders, and spine to support their natural alignment. Our durable and comfortable design gently cradles your head and neck, molding to your shape as you move to provide responsive support and keep you lying ergonomically correct all night long, eliminating tension on your neck and shoulder muscles so that blood flows freely to avoid muscle tensions and associated headaches.

My order has arrived but itโ€™s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via with the details. We’ll respond within 24 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition.