At Napveil, operated by SLEEP MODE NEW ZEALAND LIMITED, we are committed to delivering your orders efficiently and transparently. This Shipping Policy outlines our order processing timeframes, carrier partnerships, transit estimates, and delivery protocols for orders placed on www.napveil.com.
- Merchant & Origin Details
All orders placed on www.napveil.com are processed and dispatched directly from our registered operations facility in New Zealand:
Legal Operating Entity: SLEEP MODE NEW ZEALAND LIMITED
Company Registration Number: 6127696 / 9429043367733
Dispatch & Registered Address: 21 Puriri Street, Mount Maunganui, Tauranga 3116New Zealand
Contact Email: mask@napveil.com
Telephone: +64 225940052
- Geographic Service Scope
We exclusively serve and ship to customer destinations located within eligible European countries and territories. - Order Processing & Dispatch Timeframe
Order Handling Time: All confirmed orders require 1 to 2 business days for handling, item verification, and parcel preparation prior to dispatch.
Business days are defined as Monday through Friday, excluding public holidays in New Zealand.
Once your parcel has been prepared and handed over to our logistics partner, a formal notification with your tracking details will be issued.
- Courier Partners & Estimated Transit Times
To maintain consistent and reliable international delivery across European destinations, we partner with established courier networks, including DHL Express, FedEx, and UPS Priority.
Standard Transit Time: Once dispatched from our facility, delivery to European addresses typically takes 5 to 10 business days.
Total estimated delivery time (Processing + Transit) is generally 6 to 12 business days.
- Automated Delivery Tracking & Milestone Updates
We maintain transparent operational communications throughout the shipping lifecycle. Automated tracking updates will be dispatched to the email address provided during checkout at key stages of transit, including:
Dispatch Confirmation: Sent when the parcel leaves our dispatch facility with assigned tracking credentials.
Hub Arrival: Sent when the parcel arrives at international logistics transit hubs.
Out for Delivery: Sent when the parcel is assigned to local courier networks for final delivery.
Customers may also track their shipments directly via the tracking link provided in their confirmation emails.
- Delayed Deliveries & Courier Enquiries
While most shipments arrive within the standard timeframe, international logistics may occasionally encounter unforeseen delays due to local transit schedules or customs clearance procedures.
If your order has not arrived within the estimated standard transit timeframe (5 to 10 business days after dispatch):
Please contact our support team at mask@napveil.com with your order reference number.
Our customer care team will immediately initiate a formal tracer inquiry with the designated carrier.
Upon carrier verification and assessment of the shipment status, if a parcel is deemed misplaced or significantly delayed beyond reasonable operational limits, we will arrange either a full order refund or dispatch a replacement shipment at no extra cost.
- Transfer of Risk & Receipt
In strict compliance with governing consumer protection standards, the risk of loss or damage to items during transit remains with SLEEP MODE NEW ZEALAND LIMITED until physical possession of the items is acquired by the customer or a nominated recipient at the designated delivery address. - Customer Support & Enquiries
For any questions regarding shipping status, delivery schedules, or tracking details, please contact our support team:
Customer Support Email: mask@napveil.com
Telephone: +64 225940052
Operating Hours: Monday to Friday, 09:00 – 17:00 (NZST). Enquiries received outside business hours will be reviewed within 24 hours.