Frequently Asked Questions

Payment & Order

We accept all major credit and debit cards and Paypal. At this time, we do not accept cash, cheques or money orders.

If you’re using a computer or a mobile phone, please refer to the steps below:

  • Add the item(s) you wish to purchase in your cart.
  • Click on the “VIEW CART” button. You can now enter your coupon code in the box “Coupon code” and click apply coupon.
  • You should see the new order total once the code has been applied.

There are few reasons why a coupon code cannot be applied to an order:

  • The code is no longer valid. Most of our codes have an expiration date. So if your code is not working, it’s possible that it’s already past the expiry date.
  • The code has already been used. Most of our coupon codes are single use. If you have already used a coupon code in the past, you will likely not be able to use it again for a second purchase.
  • Your code didn’t meet the minimum order requirement. Some of our codes have a minimum order requirement.

Unfortunately, only one coupon code can be used per order on our website.

We process orders as quickly as possible and we usually send them out on the same day as the order is placed. In most cases, we can no longer make changes or cancel an order after it has been placed. However, if your order requires changing and you catch us before your order is shipped, our Customer Service team may still be able to cancel/change it for you. Please contact them via our Contact Page.

Once you’ve placed your order, you will receive an order confirmation email containing your order number. If you created an account on our website, you can locate the order confirmation there as well. If you still can’t find your order number, please feel free to reach out to our Customer Service team via our contact page.

We send out all parcels via Royal Mail. Please wait 3-5 days to receive your order, however your order should arrive within 1-2 days. We aim to despatch orders on the same day as the order is placed. If you wish to get more information regarding the delivery status of your order, please contact us directly.

While we’re not responsible for lost/stolen packages once the courier marks them as delivered, we’d be happy to help you locate your missing order. Please follow the steps below:

  • Check with your family or neighbours as it’s possible that one of them received the package on your behalf.
  • Check exterior doors or other places where the courier may have left your package (e.g. behind a plant). There’s a possibility that the courier left the package out of plain sight to ensure its safety (especially since these parcels do not require a signature)
  • If you still can’t locate the package after this, please let our Customer Service team know that your order is missing and share your order number with them.

Below are the common reasons why packages get sent back to us:

  • The address on file is incorrect. To ensure the smooth delivery of your package, please double check your shipping address before placing your order.
  • The recipient isn’t available to accept the delivery.
  • The recipient or a family member refused to accept the delivery.

If the courier wasn’t able to successfully deliver the package, they’ll hold on to it in a nearby distribution center. If the retaining period is exceeded and the package remains unclaimed, it gets returned to the sender.

If your package has been returned to us, we’d be happy to reship. Simply send your updated shipping address and order number to our Customer Service team via our contact page. We can also provide a refund (less shipping and handling charges).

We take rigorous measures to ensure that everything is shipped to you. In the rare event that something does go wrong, please reach out to our Customer Service team. Let us know what happened and share your order number so we can pull up your order details. We’d be happy to reship the missing item to you.

Shipping

We currently only ship to UK customers. We will very soon be expanding to Europe and following that internationally. 

We despatch orders on the same day the order is placed if it is before 5pm. Orders after 5pm will be despatch the following day. We use Royal Mail for all of our orders, and you should expect to receive your order within 1-3 days, however it may take up to 5 days. If it is later than this please contact us directly.

Warranty & Returns

If your SleepMaskz doesn’t work for you for any reason, you’re 100% covered — just return your order in it entirety (the SleepMask, the bag, the box, the micro-USB) in the same condition as delivered to you within 14 days from the date of receipt for a quick and easy refund. 

Please refer to our returns policy for more information on the warranty and returns procedure.

Product Related

Yes it is very likely, if you strap the SleepMaskz correctly to your face it will cover all of your eyes and provide total blackout. The only area where light may peek through is via the nose area, however if you strap the SleepMaskz correctly around your nose this won’t happen.

Sometimes the charging cable on the inside of the SleepMaskz is a little hard to locate. We have prepared videos which may help you. Please find these here: https://www.sleepmaskz.co.uk/charger/

Made from the softest materials, 95% cotton and 5% polyester the Sleepmask provides a very cozy comfortable fit with elastic band and hook-n-loop closure to support the perfect fit. Multiple fabric layers ensure that light is blocked out and sound is very well padded out.

For back sleepers: the head strap is made with super soft material, so you’ll forget it’s even there.

For side sleepers and belly sleepers: The product was designed with you in mind. There is extra soft padding on the side to ensure that you can sleep comfortably with your head on a pillow.

You should be able to freely move your eyes as there will be a gap between your nose bridge and your forehead. SleepMaskz is designed using the lightest materials therefore minimal pressure should be placed upon your eyes. If you have very long eyelashes they may touch the inside of the Sleep Mask ever so slightly however there shouldn’t be any discomfort.

You have to slide the speakers out of the inside lining and all other cables on the inside and then can place your Sleepmask on a low temperature wash to keep it fresh and clean. You may need to undo some of the stitching to slide them out as the speakers and controls are securely in place for your comfort. Please make use of the carrying case that comes with the product when washing the Sleep Mask as this will preserve the life span of the product when washing. You will again feel the softest touch against your face as it gently drifts you into a peaceful sleep.

They aren’t designed to noise cancelling, however the layers of material will definitely have some effect on reducing outside noise.

If you set an alarm on your phone and your SleepMaskz is connected via bluetooth then the alarm wouldn’t sound through the speakers within the SleepMask.

You will be aware that they are there but they aren’t uncomfortable. They are as flat as you can make speakers without sacrificing sound quality. The mask itself is padded and is comfortable.

They do not turn off automatically, even if you set a sleep timer on your device. It stays on & connected until you manually them turn off. So if your alarm was on silent mode they will wake you up in the morning.

No, not at all, that shouldn’t be the case. The two speakers on the inside are easily movable by sliding them wherever you want them. Once you put them on, no one else can hear, unless you have the volume on very loud.

It is very unlikely that the buttons on the side will be pressed while sleeping as you will place your head on a soft pillow or bed. We currently don’t have lock controls for this reason.

VAT number 358 9202 72