FAQ

Frequently Asked Questions

Everything you might have to ask about Velmi, your order, your pillow, and your sleep. Can't find the answer to your question here? Email us at bonjour@velmi.fr , and we'll get back to you within 24 business hours.

The brand Very

What brand is Velmi?

Velmi is a brand dedicated to memory foam cervical pillows. Our sole main product is the Velmi butterfly pillow, designed to improve the comfort of necks strained by screens, remote work, and uncomfortable sleeping positions.

Is Velmi a French brand?

Velmi is a brand operated by PulseTech Solutions LLC, a US company registered in New Mexico. We design the product and manage our customer service directly. We sell to customers in mainland France, and your purchase is protected by French and European consumer law, including the 14-day right of withdrawal and our 60-night guarantee.

Who is behind Velmi?

Velmi was created to offer a cervical pillow truly designed for neck comfort, rather than just another generic product. You can read the full story on our [Our Story] page.

Order from Velmi

How to place an order?

Select your option (1 pillow or Duo Pack), add to cart, then click "Order". You will be guided step by step to enter your delivery address and proceed to secure payment.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay and PayPal. All payments are secure and encrypted.

Is the payment secure?

Yes. Our store uses an SSL certificate and goes through Shopify Payments, a PCI-DSS level 1 certified payment platform, the highest security standard in the banking industry.

Can I modify or cancel my order after it has been validated?

If your order hasn't shipped yet (usually within 24 hours), yes. Email us promptly at bonjour@velmi.fr with your order number. Once shipped, you'll need to wait for delivery before returning it.

Will I receive an order confirmation?

Yes, by email immediately after payment. Check your spam folder if you don't receive it within 5 minutes.

Delivery

What are your delivery times?

Your order will be shipped within 24 to 48 hours after payment confirmation. You will receive your Velmi in 4 to 9 business days in mainland France.

Is delivery free?

Yes, delivery is free in mainland France, with no minimum order.

Do you deliver to Belgium, Switzerland, or other countries?

For now, we only deliver within mainland France. We are gradually expanding our delivery areas. For any specific requests, please contact us.

How can I track my order?

You will receive an email with a tracking number as soon as your order is shipped. You can also track your package directly from your account or via the Track my order page.

What should I do if my package doesn't arrive?

If you haven't received anything after 10 business days, please email us at bonjour@velmi.fr with your order number. We'll contact the carrier and take care of everything.

60-night guarantee and return

What does the 60-night guarantee consist of?

You have 60 nights from the date of delivery to truly test your Velmi pillow. If, by the 60th night, you are not sleeping better than before, we will take it back and give you a full refund.

Why 60 nights and not 30?

Because a cervical pillow requires a real adjustment period. Your neck needs 1 to 2 weeks to get used to the new support. 30 nights is just the adjustment period. 60 nights is the time to truly appreciate the comfort.

How do I turn my pillow over?

It's simple: email us at bonjour@velmi.fr with your order number. We'll send you a prepaid return label. Drop off the package at any collection point. Refund within 7 days of receipt.

Is the return trip free?

Yes, the return shipping is entirely free of charge. You don't have to pay anything.

How long does it take to get a refund?

Your refund will be processed within 7 business days of receiving your return. Depending on your bank, the credit to your account may take an additional 2 to 5 days.

Can I exchange it for another product?

If you'd like to exchange a single pillow for a Duo Pack, for example, that's possible. Just write to us, and we'll arrange it.

The Velmi pillow

Who is the Velmi butterfly pillow intended for?

It is designed for people sensitive to the quality of cervical support, users of CPAP sleep devices, seniors seeking greater comfort, screen workers, and all back or side sleepers.

Is it suitable for stomach sleepers?

Honestly, no. The butterfly shape is designed for back and side sleeping. If you exclusively sleep on your stomach, a flat pillow will be more suitable. Also, be aware that sleeping on your stomach is often discouraged if you have neck pain.

What are the dimensions of the pillow?

60 × 40 cm with a double height: 9 cm on one side for back sleepers, 13 cm on the other side for side sleepers.

What is it made of?

The foam is high-density viscoelastic memory foam (50 kg/m³). The cover is made of soft, breathable fabric, is removable and washable at 30°C.

How long does it really last?

High-density foam (50 kg/m³) lasts 3 to 5 years with daily use without sagging. This is much longer than traditional fiber pillows, which lose their volume in 6 to 12 months.

Is it hypoallergenic?

We do not claim any specific anti-mite or anti-allergen properties; in case of a particular allergy, seek advice from a healthcare professional.

Sleep and usage

Why do I wake up with a sore neck?

Several causes are possible: a pillow unsuitable for your body shape, an awkward sleeping position, accumulated muscle stress, or simply poor cervical alignment during the night. A pillow with a calibrated shape, like Velmi, can significantly improve this alignment.

How should I position my Velmi?

The taller end (13 cm) rests under your neck when you sleep on your side. The shorter end (9 cm) rests under your head when you sleep on your back. The butterfly shape automatically adjusts to your sleeping position.

How long does it take to get used to the pillow?

It depends on each individual's body shape, and that's why we let you test it for 60 days to make sure your body has gotten used to it.

Is my Velmi compatible with a sleep device?

Yes. The raised side wings provide space for your mask, whether it's a nasal or full-face mask, which helps reduce pressure on your face. The feeling will vary depending on individual face shapes and mask models.

Is the pillow too firm?

Its firmness is medium-firm: firm enough to support your neck, yet soft enough to conform to its curve. If you're coming from a very soft feather pillow, allow a few nights for adjustment.

Maintenance and lifespan

How do I wash the pillow?

The cover is removable and machine washable at 30°C (delicate cycle, do not tumble dry). The memory foam itself is not washable. Air it out weekly to keep it fresh.

Is there a smell when you unpack it?

A slight odor may be present upon opening, due to vacuum sealing during transport. This will disappear within 24 to 48 hours once the outer cover is removed and the packaging is exposed to air.

Is there a suitable pillowcase?

The Velmi cover acts as a pillowcase. You can also use a standard pillowcase to protect it: it will be a little loose due to the butterfly shape, which is normal and won't affect comfort.

How often should I replace my pillow?

A Velmi pillow lasts 3 to 5 years with daily use. You'll know it's time to replace it when the foam no longer returns to its original shape after a night's sleep.

Health and precautions

Is this a medical device?

No, it's a comfort accessory, not a medical device. It promotes better cervical alignment and can improve your sleep comfort. For any specific needs, a professional can advise you.

Is it covered by Social Security or private health insurance?

No, this is not a reimbursed medical device. However, some health insurance companies offer "wellness" packages that may cover this type of purchase — check with yours.

Should I consult a professional before buying?

For specific cervical support needs, it can be helpful to consult a professional for a personalized recommendation. A suitable pillow can be part of the solution, but rarely the sole solution.

Is this pillow suitable for pregnant women?

Yes. It is particularly appreciated at the end of pregnancy, a period when sleeping on one's side becomes more frequent and neck comfort is sought.

Can't find your answer?

Write to us at bonjour@velmi.fr . Someone will reply within 24 business hours, Monday to Friday.

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