Welcome to the Napveil Help Centre. Below are answers to commonly asked questions regarding our products, payments, shipping, and return policies.
Napveil is a trading brand wholly owned and operated by SLEEP MODE NEW ZEALAND LIMITED (Company Number: 6127696 / 9429043367733).
- Orders & Company Details
Q: Who operates the Napveil store?
Napveil is operated by SLEEP MODE NEW ZEALAND LIMITED, a company legally incorporated in New Zealand.
Registered Office Address: 21 Puriri Street, Mount Maunganui, Tauranga 3116New Zealand
Customer Support Email: mask@napveil.com
Customer Support Telephone: +64 225940052
Q: Which markets do you serve?
We exclusively serve customers located in eligible European countries.
- Payment Information
Q: What payment options are accepted on www.napveil.com?
To provide a smooth transaction experience, we support a broad range of standard payment choices, including:
Major Credit & Debit Cards: Visa, Mastercard, American Express
Digital Wallets: Apple Pay, Google Pay, and recognized electronic wallet services
Q: How is transaction security managed?
All transactions processed on our platform are encrypted using standard industry standards to maintain security during checkout.
- Shipping & Order Tracking
Q: Which courier services do you use and what is the estimated delivery time?
We collaborate with established international logistics carriers, including DHL Express, FedEx, and UPS Priority, to handle shipments to Europe.
Standard Delivery Timeframe: Deliveries across European destinations generally take 5 to 10 business days following dispatch.
Q: How can I track the progress of my order?
Automated email notifications containing tracking information are sent to the email address provided during checkout at critical milestones, including:
Order dispatch from our logistics point
Arrival at regional distribution centres
Out for local delivery status
Q: What happens if my delivery takes longer than expected?
If your parcel has not arrived within the standard estimated timeframe, please email us at mask@napveil.com. Our support team will open an official inquiry with the designated carrier. Depending on the investigation findings, we will arrange either a full order refund or issue a replacement shipment.
- Returns, Cancellation & Defective Items
Q: What is your return policy under European consumer protection regulations?
In accordance with European Union consumer standards, customers residing within Europe are entitled to a statutory 14-day Right of Withdrawal (cooling-off period). You may request to withdraw from your purchase contract without stating a reason within 14 business days from the day you (or a designated third party) receive physical possession of the items.
To exercise this right, please notify us via email at mask@napveil.com within the 14-day period.
Q: What should I do if my item arrives defective or damaged?
If an item arrives damaged or defective:
Contact our customer support team at mask@napveil.com upon receiving your parcel.
Provide your order reference number alongside photo or video evidence illustrating the condition of the item.
Once reviewed and verified by our support team, we will process a full refund or issue a replacement without requiring you to physically return the damaged item.
- Customer Service & Contact
Q: How can I reach customer support?
For any enquiries regarding orders, items, or policies, please reach out to us through our direct contact channels:
Email: mask@napveil.com
Telephone: +64 225940052
Operating Hours: Monday to Friday, 09:00 – 17:00 (NZST). We aim to respond to all enquiries within 24 hours.