Shipping policy

Vespera Sleep Shipping Policy

Vespera Sleep ("we" and "us") operates https://vesperasleep.com ("Website"). By placing an order through this Website, you agree to the terms below. These terms are established to set clear expectations and protect both parties regarding our delivery services.

1. General & Stock Availability

All orders are subject to stock availability. While we maintain real-time inventory counts on our website, occasional discrepancies may occur. If an item in your order is unavailable at purchase, we will dispatch the available items immediately and contact you to choose between waiting for the backordered item or receiving a refund for that item.

2. Fulfillment & Global Logistics

To ensure worldwide access to our sleep wellness products, all orders are fulfilled directly from our primary international fulfillment center in China.

  • Fulfillment Time: Orders require 1 to 5 business days to process and fulfill before dispatch.

  • Peak & Holiday Delays: Processing and shipping times may be extended during major regional holidays, particularly during the Lunar New Year (Spring Festival) period. Notice of expected holiday delays will be communicated on our website where applicable.

3. Shipping Costs

Shipping costs are calculated during checkout based on the weight, dimensions, and destination of the items in your order. Payment for shipping is collected at the time of purchase. This will be the final shipping cost charged to the customer.

4. Transit Times & Delivery Terms

4.1 Global Transit Time

Once dispatched from our fulfillment center, estimated transit times are 3 to 15 business days depending on the destination country and local courier routing.

4.2 Delayed Shipments

If your package has exceeded the estimated transit window or if you experience unexpected delivery delays, please contact our order support team directly at orders@vesperasleep.com so we can conduct an investigation with the carrier.

4.3 Warehouse Operations

Our warehouse operates Monday through Friday during standard business hours, excluding national holidays.

4.4 Change of Delivery Address

We can update your shipping address at any point before your order has been dispatched. Once an order is processed and dispatched from our warehouse, address modifications are no longer possible.

4.5 Incorrect Addresses & Undeliverable Packages

Customers are responsible for ensuring that all shipping details are entered correctly at checkout. If a package is returned to us or deemed undeliverable due to an incorrect or incomplete address provided by the customer, the customer will be responsible for the reshipping fees required to send the package again.

4.6 P.O. Box & Military Addresses (APO/FPO)

We support shipping to P.O. Boxes and Military Addresses (APO/FPO) globally via dedicated end-to-end postal lines.

5. Tracking Notifications

Upon dispatch, you will receive a confirmation email containing a tracking link. You can use this link to monitor the progress of your shipment based on real-time updates provided by the logistics provider.

6. Import Duties & Taxes (DDP)

All international orders are shipped on a Delivered Duty Paid (DDP) basis. All applicable import duties, taxes, and customs fees are prepaid at dispatch, ensuring no additional unexpected fees upon arrival in your destination country.

7. Returns & Cancellations

7.1 Order Cancellations

If you wish to cancel an order, we can accept cancellations at any time prior to dispatch. If the order has already been dispatched from our center, please refer to our return policy upon receipt.

7.2 Change of Mind Returns

We accept returns due to a change of mind provided the request is received within 3 days of item receipt.

  • Items must be returned in their original packaging, unused, and in resellable condition.

  • Customers must arrange and pay for return shipping.

  • Upon receipt and inspection, refunds are processed as store credit for future purchases. Shipping fees paid on the original order are non-refundable.

7.3 Warranty Claims

We honor valid warranty claims submitted within 90 days of item receipt.

  • Customers pre-pay return shipping, which will be reimbursed upon confirmation of a valid warranty claim.

  • Claims are processed within 7 days of item receipt. Confirmed warranty claims offer your choice of:

    • A full refund to your original payment method

    • A store credit refund

    • A replacement item sent to you (subject to stock availability)

8. Parcels Damaged or Lost in Transit

8.1 Damaged Parcels

If you receive a package that is visibly damaged, please reject the parcel from the courier if possible and contact orders@vesperasleep.com. If the parcel was delivered while you were away, contact customer support immediately with photo documentation. We will issue a replacement or refund once the courier investigation is complete.

8.2 Lost Parcels

If a parcel is deemed lost by the courier following an investigation, we will process a full replacement or refund immediately.

9. Contact Us

For any inquiries regarding your order or our shipping practices:

  • Order Tracking & Shipping Inquiries: orders@vesperasleep.com

  • General Customer Care & Inquiries: contact@vesperasleep.com