Write to Tervera Lounge

Getting hold of us is simple: one address, one number. Whoever replies is the person handling the orders. Email is answered within one business day.

Tervera Lounge trades online only and does not run a customer-facing showroom. Where an address appears on this site it is the business and order fulfilment address, not a retail counter.

What to send us

• About an existing order: your Order ID and the order email you used. With those two we can find anything.
• Damaged, wrong or incomplete parcel: Order ID plus photographs of the parcel and its contents, within 48 hours of delivery. An unboxing video helps and is strongly recommended.
• Return request: Order ID and which item you want to return, within 10 days of delivery.
• Cancellation: Order ID, as early as you can – free of charge at any point before dispatch.
• Before you buy: tell us what you need it for and we can help you compare it with the specifications listed on the product page.
• Privacy request or complaint: [email protected] with your Order ID – see the Privacy policy.

Before you buy a pillow

Pillow height suits a sleeping position rather than a person, so tell us whether you sleep on your side, back or front and we can point you to what each listing confirms about loft and firmness. We cannot recommend a pillow for a medical condition.

What we can and cannot do

What is within our reach: parcel status, returns, address corrections before dispatch, and anything the listing confirms about a item. What is not: a guaranteed delivery date, or a specification that the product page does not state.

Tracking an order yourself

Use the Track your order page with your Order ID and order email. The courier tracking number is separate and arrives by email once the parcel leaves Indore.

Wholesale and bulk enquiries

For quantities beyond what the product pages list, write to [email protected] with the item and the quantity. We will tell you what we can actually supply rather than quote on something we cannot get.

Response times

Email is answered within one business day. A message sent on a Sunday or a public holiday is answered on the next business day. There is no overnight queue.