Questions? Let’s make things clear.

How is the SORA Cloud different from a regular pillow?

Most pillows are a single block of foam at one height. The SORA Cloud uses a 6-zone contour system: side sleeper wings, a back sleeper cradle, arm pocket zones, and the OccipitalRelief Channel at the base of the head. It works in every sleep position rather than forcing one.

Is the SORA Cloud good for neck support?

The SORA Cloud is built around neck support. The 6-zone contour keeps your head and neck in a neutral position instead of letting them drop or twist, and the OccipitalRelief Channel takes pressure off the base of the head. If you have a diagnosed neck condition, speak to your doctor before changing your pillow.

Is the SORA Cloud good for side sleepers?

Yes. The SORA Cloud features dedicated side sleeper wings that lift the head to the correct height, relieving shoulder pressure and maintaining spinal alignment for side sleepers.

Does the SORA Cloud work for back sleepers?

Yes. The Back Sleeper Cradle zone provides natural head positioning for back sleepers, keeping the cervical spine in a neutral, relaxed position throughout the night.

Is the SORA Cloud certified or endorsed by health professionals?

No. The SORA Cloud carries no medical or professional endorsement, and we do not claim one. What it does have is a 6-zone contour design and a removable CleanWeave cover. If you are choosing a pillow for a specific health reason, your doctor or physiotherapist is the right person to ask.

Is the SORA Cloud easy to keep clean?

The CleanWeave cover unzips and goes in the machine at 30 degrees, so the surface your face touches can be washed as often as you like. That is what matters most for anyone sensitive to dust.

What is the CleanWeave™ cover?

CleanWeave is the SORA Cloud's removable cover. It is a breathable knit, machine-washable at 30 degrees, and designed to run cooler than a sealed fabric.

What are the dimensions of the SORA Cloud?

The SORA Cloud measures 68.50 cm × 37 cm (27" × 14.5") and weighs 1.36 kg (3.0 lbs). It is standard size and fits all standard pillowcases.

Can I wash the SORA Cloud pillow?

The SORA Cloud is designed for easy care. The removable CleanWeave™ cover goes straight in the washing machine at 30°C. The memory foam core should never be machine-washed - spot clean only with a damp cloth and allow to air dry fully. This protects the foam's structure and keeps your pillow performing for years.

How long does SORA Cloud shipping take?

SORA Cloud ships within 24 hours of purchase. In the United States, orders ship free from our US fulfillment center and typically arrive within 2 business days. International orders ship worldwide - full delivery times by region are in our Shipping Policy.

What is the central channel in the SORA Cloud for?

The OccipitalRelief Channel™ serves two functions simultaneously. First, it reduces pressure on the occipital bone - the base of your skull - which is the point where most pillows create continuous compression throughout the night. Sustained pressure in this area is linked to reduced local circulation and tension headaches on waking. Second, it creates an active ventilation point at the core of the pillow, where memory foam naturally retains the most heat. The result: less pressure, better airflow, and fewer reasons to wake up before your alarm.

What makes the SORA Adjust different from a regular memory foam pillow?

The SORA Adjust has 3 removable layers that let you adjust the height and firmness to your exact needs. Most memory foam pillows have a fixed shape - the SORA Adjust adapts to you. You can configure 4 different firmness levels by removing or adding layers, which takes less than 30 seconds. It's also OEKO-TEX® Standard 100 certified, meaning every material has been independently tested and confirmed free from harmful substances.

How many height configurations does the SORA Adjust have?

The SORA Adjust has 4 configurations depending on how many layers you use. With all 3 layers in, the height is approximately 12 cm - ideal for side sleepers with wider shoulders. With 2 layers, it sits at around 7 cm. With just the top layer, it's approximately 5 cm - suited to back sleepers or those who prefer a lower, softer pillow. You can also mix and match which layers you keep for a custom configuration.

Can the SORA Adjust help with morning neck stiffness?

That is what the adjustability is for. Morning stiffness often comes from a pillow that is too high or too low for your build and sleep position, which leaves the neck held at an angle all night. With 3 removable layers and 4 height settings, you adapt the pillow to your anatomy instead of the other way round. Most people find their setting within the first few nights. If stiffness persists, it is worth speaking to a doctor.

What does OEKO-TEX® certified mean?

OEKO-TEX® Standard 100 is an independent certification that tests every component of a product - including cover fabrics, foams, threads, and accessories - for harmful substances. A certified product means no formaldehyde, no heavy metals, no banned dyes, and no irritating chemicals. The SORA Adjust is fully OEKO-TEX® certified, which makes it safe for sensitive skin, including children.

Can I wash the SORA Adjust?

Yes. The Sora CleanWeave™ cover is fully removable via a zip and machine-washable at 30°C. The memory foam layers inside are not machine-washable but can be spot-cleaned and aired. We recommend washing the cover regularly for hygiene - once a month is a good starting point.

Is the SORA Adjust suitable for side sleepers?

Yes - the SORA Adjust works particularly well for side sleepers. Side sleepers typically need more height to fill the gap between their shoulder and head. With all 3 layers in, the pillow sits at approximately 12 cm, which provides the lift most side sleepers need for proper spinal alignment. If that feels too high, you can remove the bottom layer to bring it down to around 7 cm.

What is the Sora NeckFlex™ layer?

Sora NeckFlex™ is the top layer of the SORA Adjust - the first one your neck rests on. It is made from 40-density adaptive memory foam, engineered to contour precisely to the shape of your neck and distribute pressure evenly across the contact area. This is the layer that does the most work for morning stiffness - when it fits your neck correctly, you wake up without the tension.

Can I try the SORA Adjust before committing?

Yes. You have 30 days from delivery to decide. If it is not for you, email info@soracares.com with your order number and we issue a return authorisation. You then choose: 100% store credit with no deductions, or a refund to your original payment method, where a 25% handling fee applies because pillows are a personal-use item that cannot be resold once opened. Return shipping is the customer's responsibility.

When will my order be shipped?

We process every order within 24 hours of purchase (business days). Once your SORA leaves our warehouse, you'll receive a tracking number by email within 24 hours.

How long does delivery take?

United States: orders ship free from our US fulfillment center and typically arrive within 2 business days. During high-demand periods, or for select multi-pillow packs, some US orders may ship from our international facility with 5-10 business day delivery. Other markets: most orders arrive within 4-14 business days depending on your country - all dispatched within 24 hours of purchase. Full delivery times by region are available in our Shipping Policy, found in the footer.

How do I track my order?

As soon as your order ships, you'll get a tracking link by email. Use it any time to see exactly where your SORA Cloud is.

Do you ship worldwide?

Yes. SORA ships to over 30 countries across Europe, North America, Asia, the Middle East, and Oceania - including the United States, United Kingdom, Australia, Canada, Germany, France, Singapore, UAE, and many more. Full list of destinations available in our Shipping Policy, found in the footer. More markets coming soon.

I haven't received my order within the expected time. What should I do?

Reach out to us at info@soracares.com with your order number. We'll look into it and get back to you quickly.

Can I change or cancel my order after placing it?

We process orders fast - but if you need to make a change, contact us at info@soracares.com as soon as possible and we'll do our best to help.

Can I return my SORA pillow if I'm not happy with it?

Yes. If you're not completely satisfied with your SORA Cloud, you can return it within 30 days of your purchase date. Simply return directly through your order confirmation email or your account portal. Alternatively, email us at info@soracares.com with your order number.

What condition does the pillow need to be in to return it?

The pillow must be returned in its original packaging and conditions - no visible damage, stains, tears, or signs of misuse. Please keep the packaging until you're sure you're happy with your purchase.

How do I start a return?

1. Email info@soracares.com with your order number, reason for return, and photos of the product and packaging 2. Our team will review your request within 2 business days 3. If approved, we will issue an RMA number and return instructions 4. Ship the item to the address below within 7 days of receiving the RMA

Is the return free?

Return shipping is the responsibility of the customer. A handling fee of 25% of your original order value will be retained to cover processing costs - this applies due to the personal hygiene nature of the product. Alternatively, you can choose 100% store credit with no deductions, valid on any future SORA order.

How long does it take to get my money back?

Once we receive your return, your refund is processed within 5-10 business days. You'll receive a confirmation email as soon as it's issued.

What should I do if my pillow arrives damaged or defective

If you receive a damaged or defective item, you must contact us within 48 hours of delivery at info@soracares.com with: • Your order number • Clear photos of the damage • A photo of the product label and packaging If a manufacturing defect is confirmed, we will cover return shipping and send a replacement or issue a full refund at no charge to you. Replacement shipping is free to all markets worldwide. If you do not contact us within 48 hours of delivery, we cannot be held responsible for damage claims.

What payment methods do you accept?

We accept all major payment methods: Visa, Mastercard, American Express, Apple Pay, Google Pay, PayPal, Discover, Diners Club, and Shop Pay. All transactions are secure and encrypted. Checkout takes less than a minute.

Can I pay in my local currency?

Yes. SORA automatically displays prices in your local currency at checkout - no surprises, no manual conversions.

Do you offer buy now, pay later?

Not at the moment. We currently accept Visa, Mastercard, American Express, Apple Pay, Google Pay, PayPal, Discover, Diners Club, and Shop Pay - all secure and encrypted. Buy now, pay later options are something we're looking into for the future.

How can I contact SORA?

You can reach us by email at info@soracares.com or through the contact form on our website. We're real people and we actually reply.

What are your customer service hours?

We support customers across 30+ countries via email. We aim to respond to every message within 24 hours, 7 days a week. Reach us at info@soracares.com.

How quickly will I get a response?

We aim to get back to you within 24 hours on business days.

Can I change my delivery address after placing an order?

Contact us as soon as possible at info@soracares.com If your order hasn't shipped yet, we'll do our best to update it.

What happens if I enter the wrong shipping address?

Please double-check your shipping address carefully before completing your purchase. Once an order has shipped, we are unable to reroute or redirect your package. If your order is returned to us due to an incorrect address or failed delivery attempts, we will issue a refund minus the original shipping cost. If you'd like us to reship to a corrected address, an additional shipping fee may apply. If you spot a mistake right after ordering, contact us immediately at info@soracares.com - if your order hasn't shipped yet, we'll do our best to update it.

I haven't received my order confirmation email. What should I do?

Check your spam or junk folder first. If it's not there, email us at info@soracares.com with your name and the email address used at checkout - we'll look into it right away.