Questions about Sleeper
Where are you located?
Before Russia's full-scale invasion, our team and office were located in Kyiv. At the moment, most of the team is already back in our cozy office, while the rest of us continue to work remotely from different parts of the world.
What are your brand values?
Sleeper’s mission is to cultivate love and self-care in everyday life. We believe that every day, through what we do, we increase the number of people who take care of themselves responsibly. For them, and in this spirit, we create cross-functional apparel that makes it possible to focus on the important things in life.
Are you sustainable?
As a brand that deeply cares about sustainability, we are strongly committed to becoming an entirely sustainable brand by 2030. To learn more about our sustainability initiatives, visit the-sleeper.com/responsibility. Here are a few such initiatives below:
Our products are handmade
Every garment is hand-made, and a minimum of equipment is used in its production, which allows us to reduce our carbon emissions.
We are zero-waste
We call our production ‘zero waste’ as we only make as many items as we can sell, and we give the left-over fabrics to our tailor Anya, who teaches local children the craft of cutting and sewing. Once a year, we also organize a public sample sale, where we sell our collection samples and any items that have minor defects.
Decent working conditions
It's extremely important for us to provide decent working conditions - safe jobs, employment records, competitive wages, paid vacations. We follow the principles of equality and inclusivity in our recruitment process.
We support slow fashion and strive to create pieces that will last for years.
We use natural materials in our collections such as linen, silk, and viscose. We are aiming for 100% of our materials to be biodegradable by 2030.
We are guided by our Partnership and Suppliers' Sustainability Policy when working with partners and suppliers. This policy regulates the basic principles of company conduct in terms of respecting human rights and laws, caring for the health of employees and protecting the environment, sustainable production and consumption, as well as ethical principles of business conduct.
What Sleeper size am I
To find the best fit of the desired Sleeper item, please refer to the Size Guide on the item page.
What shoes size should I get
Please refer to the Size Guide of the desired shoe pair page to choose the best size. Make sure to pay attention to the fit details, mentioned in the Size Guide.
Can I buy a single item from a set
Happy to announce that you can now purchase separately pants from Party Pajama set with feathers, items from Dynasty, Flower Power, Pastelle and Blossom printed sets. Please, let us know if you would be interested in getting more items separately.
Can I have items sent to someone as a gift
Of course! If you want to send something to your loved ones as a gift, please just enter their address and name as the shipping address for your order.
Can you hide the prices of items
We recommend you reach out to us first to ensure that the prices of items are not noted on the paperwork that will be included with your order.
Can I add a gift wrapping or a gift note on my order
Unfortunately, at this time, we are unable to add a special gift note to your order at check-out. However, all Sleeper garments are packed in our signature reusable linen bags that can also serve as a gift package.
Can I use multiple promo codes with my purchase
No, promo codes cannot be combined. You can use only one code during the purchase. Keep in mind that promo codes cannot be applied to items on sale.
Will an out-of-stock item be back in stock
Your adored garment has suddenly gone out of stock? Create an account, and subscribe via the 'heart' button on the preferred product page to receive exciting news as to if and when the item becomes available for purchase again.
Holidays and Sale
Please note that processing times can extend during the holiday seasons, sales and special offers. If you have any questions when your item will arrive, please contact us via email@example.com
What is my order status
You can check your order status in your account page. To do so, please follow these steps:
- Log in to your account. If you don't have one, you can quickly sign up using your email address.
- In your account, tap view your recent orders, and in the list of orders, you will be able to see an exact status of yours.
Below are the statuses' description:
- Paid - the order is in the progress of being handcrafted and shipped to you.
- Completed - yay! The order has been shipped, and the tracking number appears in the order details.
- Failed - the payment for your order hasn't gone through.
- On hold - your order has been on hold while we are clarifying new shipping or billing information.
I need to change / cancel my order
We can easily make changes to your order, or update your shipping address, as long as your order hasn’t been shipped. Please contact our Customer Care team at firstname.lastname@example.org to let us know how you wish to change your order.
We are able to cancel your order, depending on how far with sewing and packaging your Sleeper garments we are.
- If you've placed your order for a stock item, we may not be able to cancel the purchase in time. These orders go right through to our shipping system and are prepared for shipment. Please contact us at email@example.com as soon as possible to check if your order hasn't been shipped and could still be cancelled.
- If you've purchased an item with 1-2 or 3-4 weeks availability, we will be able to cancel your order anytime before it is submitted for fulfillment. To do so, please contact us at firstname.lastname@example.org
Can I place an order for a made-to-measure item?
Unfortunately, we cannot customize orders at this time, and you can only purchase a set. Nevertheless, our magical Customer Care team will be happy to help you with sizing advice and any related questions you may have at email@example.com.
What payment methods do you accept
We currently accept Visa, Mastercard, American Express, Discover, PayPal, Klarna and Fondy.
What is Klarna
Klarna is a service that helps you shop with Sleeper now and pay for your items later in 4 interest-free payments. Your first payment is taken when the order is processed, and the remaining 3 are automatically taken every two weeks. To learn more about Klarna, visit this page.
Can I buy Sleeper garments offline
Sure thing. Sleeper is sold in many stores around the world, and you can find the closest one here.
When you buy Sleeper items in any store from this list, we guarantee that you’ll be getting authentic Sleeper garments.
If you discover a store that sells counterfeit Sleeper or Sleeper-like garments, we would tremendously appreciate it if you could report it to us at firstname.lastname@example.org, possibly attaching photographs for our review.
Do you ship internationally?
Yes, we ship our orders to anywhere in the world, except Russia and Belarus.
Do I have to pay import taxes or customs duties?
If your order is shipped within the United States or the EU, you will not need to pay any additional fees.
On all international orders, import duties and taxes are not included in the price at check-out. These charges will be collected by the shipping service upon delivery. Please check with your country’s customs office to determine these costs.
Do you ship to PO boxes?
Sadly, we can’t ship packages to PO boxes.
How long does the shipping take?
To make your shopping experience better and avoid long wait times, we have collaborated with two fulfillment centers in the US and in the EU, that ship our products globally with UPS and DHL.
Orders within US
Standard shipping within US may take between 3-5 days, and if you choose Express shipping on the checkout, you will receive your order in 2 days.
We ship globally from our warehouses in US and EU with UPS and DHL. The standard DHL/UPS shipping service on International orders may take between 5–21 days, while orders shipped with DHL Express International service may take between 3–6 days to be delivered.
How does UPS 2nd Day Air work?
You can opt for the UPS 2-day delivery option if the item is 'in stock'. If you place your order by 10 AM EST on a business day, we will send the package on the same day. Orders of stock items placed after 10 AM EST will ship the next business day.
Please note that your order shipped with UPS 2nd Day Air will be delivered by the end of the day, in two days (excluding public holidays and weekends).
How does International Express work?
You can select the Express shipping method for 'In-stock' items. If you place your order by 10 AM EST on a business day, we will send the package on the same day. Orders of stock items placed after 10 AM EST will ship the next business day.
Please note that your order shipped with either UPS or DHL Express and will be delivered within 3-6 days, depending on the destination.
I want to choose Express delivery on an item with 1-2, or 3-4 weeks availability
We are excited to ship your order as soon as possible. Therefore, if the express delivery wasn't available at the checkout, please reach us via email@example.com, so our team can arrange it for you.
I received an incomplete order
Once your order is placed, our team looks for the fastest methods to ship it. As long as garments are available at different locations, we may split your order into two shipments and send your order from two destinations.
We will surely send the shipments' confirmation emails once the packages are dispatched and on the way to you.
My order says ‘delivered’, but I haven't received it
We are sorry to hear that!
Sometimes the following situations may occur with parcels that are shown as delivered:
- The postal carrier left the package somewhere discreet to prevent it from being stolen.
- A neighbor or roommate may have accepted the package for you.
- The postal carrier marked the package as delivered a few days in advance.
In case you can't still can’t locate the package, please take these steps:
- Double-check if the address you entered while placing an order was correct.
- Try reaching out to the carrier if any shipping issues arise, including lost shipments or questions regarding tracking.
If the package hasn’t shown up after 3 business days, please contact us via firstname.lastname@example.org.
What is your return policy?
If you’re not entirely satisfied with your Sleeper garments, we are always happy to help you out with an exchange or return, as long as the item purchased was not on sale and you’re within a 2-week exchange/return window.
Here are the 5 easy steps for exchanging or returning your Sleeper item:
- Make sure that the item is unworn, unwashed, and undamaged and all original packaging and paper tags are in their original condition. Double check that the 14-day period from the delivery date has not expired.
- Get in touch with our Customer Care team at email@example.com to receive your Return Merchandise Authorization form and the return shipping address.
- Pack your order in its original Sleeper package and send it to us via any trackable and insured service of your choice, at your expense.
- Let us know the tracking number so that we can process your return faster.
- Please allow 2-3 weeks to process your return. We will email you as soon as we receive the returned items, and subject to verifications, will refund or exchange your items in that time-frame.
Shipping fees and VAT
Please note that shipping and handling charges, and any taxes paid (e.g., state, customs, VAT) are not refundable.
Damaged / wrong item received
If you received a damaged or an incorrect item, please contact us at firstname.lastname@example.org with a photo of the damaged/incorrect item and your order number.
Please keep in mind that all Sale items are final and cannot be returned or exchanged.
This, however, doesn’t affect a separate legal right of cancellation, available only under exceptional circumstances to consumers from the EU and UK. Contact our Customer Care team for any questions regarding this.
Accessories, socks & swimsuits
Please note that hairbands, sleeping masks, socks and swimsuits are not returnable or exchangeable.
How long does it take to receive a refund
On average, it only takes a few days for the money to appear on your account. In some unusual cases, it may take up to 10 business days for the refund to be processed.
IF YOU NEED HELP WITH YOUR SLEEPER PURCHASE, PLEASE CONTACT OUR FANTASTIC CUSTOMER CARE TEAM AT CARE@THE-SLEEPER.COM
IF YOU’D LIKE TO GET IN TOUCH WITH OUR PR TEAM, PLEASE REACH OUT TO PRESS@THE-SLEEPER.COM
FOR QUESTIONS ON WHOLESALE OPPORTUNITIES, PLEASE DROP US AN EMAIL AT WHOLESALE@THE-SLEEPER.COM
TO CONTACT OUR PRODUCTION TEAM, PLEASE SEND A MESSAGE TO PRODUCTION@THE-SLEEPER.COM
Can’t find what you’re looking for? Contact Sleeper Care Team
SEND AN EMAIL TO CARE@THE-SLEEPER.COM RIGHT FROM THE FAQ PAGE