Frequently Asked Questions

1. HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Each item is made to order. Production typically takes 2–5 business days.

Shipping times vary depending on your location:

  • USA: 3–7 business days
  • Europe: 2–10 business days
  • International: 7–20 business days
  • You'll receive a tracking number as soon as your order is shipped.​

2. WHERE ARE ORDERS SHIPPED FROM?

We fulfill orders using multiple facilities located across different regions to ensure fast delivery. Your order will be shipped from the location closest to you when possible.​

3. DO YOU ACCEPT RETURNS OR EXCHANGES?

Since each item is custom-made, we only accept returns or replacements for defective or damaged products.

If there's an issue with your order, please contact us within 7 days of receiving it, including a photo of the problem. We'll make it right.​

4. I ORDERER THE WRONG SIZE. CAN I EXCHANGE IT?

We don't offer exchanges for incorrect sizes, so please refer to our sizing chart carefully before ordering.

If you're unsure, feel free to reach out—we're happy to help!​

5. CAN I CANCEL OR CHANGE MY ORDER?

Orders can only be canceled or modified within 1 hour of purchase, as production starts quickly. After that, it's not possible to change the order.​

6. MY ORDER HASN'T ARRIVED. WHAT SHOULD I DO?

First, check the tracking link sent to your email. If it's delayed or shows no updates after a few days, contact us, and we'll look into it with our fulfillment partner.​

7. DO YOU SHIP WORLDWIDE?

Yes, we offer international shipping! Please note that delivery times may vary based on your location.​

8. WILL I NEED TO PAY CUSTOMS OR IMPORT FEES?

Some international orders may be subject to customs fees or taxes, depending on your country's regulations. These charges are the responsibility of the customer.​

9. MY TRACKING NUMBER SHOWNS THAT MY PACKAGE WAS DELIVERED, BUT I DIDN'T RECEIVE IT. WHAT SHOULD I DO?

If this happens, we recommend checking with your neighbors or local postal service to see if they have any information about your package.

If you still cannot locate it, please contact the shipping carrier directly with your tracking number to resolve the issue.

Please note, once the tracking number shows delivery, we are not responsible for any lost or stolen packages.

10. MY PACKAGE APPEARS TO BE STUCK IN CUSTOMS. WHAT SHOULD I DO?

If your package is delayed in customs, we recommend reaching out to your local customs office for more information about the status of your shipment.

If you still cannot locate your package, please contact the shipping carrier directly with your tracking number.

Please note, we are not responsible for delays or issues caused by customs, and we cannot provide a replacement or refund in such cases.​

11. DO YOU OFFER WHOLESALE?

At this time, we do not offer wholesale options for our products.​

These FAQs are designed to provide clear information to your customers while maintaining the unique identity of Sleepless Threads.