FAQ

Here you will find answers to the most commonly asked questions. If you cannot find what you are looking for, please contact our support team directly.

1. Orders & Discounts

How do I redeem a coupon code? It’s easy! After adding your desired items to the cart, proceed to Checkout. You will see a box labeled "Discount Code" or "Coupon" (usually on the right side on desktop, or at the top on mobile). Enter your code and click "Apply." The total price will update immediately.

What happens to my coupon if I return an item? If you used a coupon for an order with multiple items, the discount is distributed evenly across all items.

  • Refunds: If you return one item, we will refund the amount you paid for that specific item after the discount was applied.

  • Re-use: Please note that once a coupon code has been used, it cannot be used again, even if the order is canceled or returned.

Can I cancel my order? Yes, but you must act quickly.

  • Time Window: You can cancel your order within 6 hours of placing it.

  • Cancellation Fee: A 10% cancellation fee will be deducted from your refund to cover payment processing and administrative costs.

  • How to Cancel: Please email us immediately at support@sleeplora.com with your order number.

What if I missed the 6-hour cancellation window? If you contact us after 6 hours, your order has likely already been processed and sent to the warehouse. At this stage, we cannot intercept the package. You will need to wait for the package to arrive and then follow our Return Process.

2. Shipping & Tracking

How do I track my order? Once your order ships, we will send you a Shipping Confirmation Email containing your tracking number.

  • You can click the link in the email to track your package.

  • Alternatively, you can visit 17track.net and enter your tracking number to see the latest status.

What if I receive a damaged package? We are very sorry if this happens! Please follow these steps immediately:

  1. Inspect: Check the package upon delivery.

  2. Document: Take clear photos of the damaged packaging and the damaged item(s) inside.

  3. Contact Us: Email support@sleeplora.com immediately with your order number and the photos.

  • Note: In some cases, we may ask you to file a damage report with your local carrier, but please contact us first so we can guide you.

3. Returns & Refunds

How do I request a return and get the address? We do not list the return address online to prevent unauthorized returns. To initiate a return, please email support@sleeplora.com within 30 days of receiving your items. Our team will review your request and provide you with the correct Return Warehouse Address and instructions.

Are returns free?

  • Non-Defective Returns: If you are returning an item due to personal preference (e.g., changed mind, wrong size ordered), you are responsible for the return shipping costs.

  • Defective Items: If the item is damaged or incorrect due to our error, we will cover the costs or offer a full refund without a return.

Should I refuse the package if I want to cancel late? No, please do NOT refuse the package directly. Refusing a delivery often leads to the package being lost by the carrier or incurring very high "Return to Sender" fees. If a package is refused without our authorization, these additional costs may be deducted from your refund. The safest way is to accept the package and then contact us to arrange a proper return.

Contact Us

Still have questions? We are here to help!

  • Email: support@sleeplora.com

  • Response Time: We aim to respond to all inquiries within 48 hours (Mon-Fri).