FAQ
- Which countries you ship to? At the moment, our service onlys ships to Indonesia.
- When can I receive my order?
- Delivery timeframes include the packing of your order upon confirmation. All deliveries come with a tracking number.
- What happens if I missed my delivery?
- After 3 delivery attempts, or if it exceeded 21 days from the dispatch date, whichever is earlier, your parcel will be returned to us and will be refunded only in the form of Store Credit. If you have any trouble receiving your order, please reach out to us here and we’ll do our best to help you!
- How do I change my delivery information?
- You won’t be able to amend your delivery information once your order is placed. Don’t hesitate to message us here and we’ll do whatever we can to help.
Please note: shipping delays may occur for delivery address amendments but we promise we’ll try our best to minimise this.
If we’re too late and your order’s delivered by the time we relay your request to delivery partners, we may not be able to retrive it. Please contact us as soon as possible if you need to make amendments, we don’t want your order to land in the wrong hands.
- You won’t be able to amend your delivery information once your order is placed. Don’t hesitate to message us here and we’ll do whatever we can to help.
What do the order statuses mean and How do I track the delivery?
- We know the terms can get a little confusing, so we’ve broken them down for you!
PENDING PAYMENT
We are in the midst of verifying/updating your order status. If payment is successful, your order will be cancelled within an hour.
We regret to inform you that you won’t be able to continue payment for the previous order. Please allow an hour for the cancellation to process before attempting to place your order again.
CANCELLED
Don’t worry… If your order has been automatically cancelled in the system, you can still use the same promo code on your next order once the failed order has been canceled in our system.
Any Store Credits used will be automatically credited to your account.
Please note to allow 30 minutes for the cancellation to process before attempting to place your order again.
LEFT OUR WAREHOUSE
An order dispatch email will be sent to you once your order has been shipped and you may check on your order status here.
DELIVERED
Your package has been delivered! It will arrive soon!
Thank you for your purchase with SLEEPING SOCIETY.
- What do I do if I have an issue with my order?
- We’re incredibly sorry you’re facing an issue with your order
Please give us a chance to fix this. Drop us a message here within 30 days from the date of delivery with the following information:
- Your order reference (e. g. SS-XXXXX)
- The product code of the affected item (e. g. SS2/CLWHITE/M-S)
- Photo of the item
Our Customer Care team will get back to you as soon as possible. If the price is no longer in-stock, store credit or a refund will be issued.
Please note: variation of 1 cm in measurements will not be counted as a defect.
- Can I change or cancel my order after confirmation?
- Amendments of cancellations can’t be made once your order’s been confirmed
- We always want to make sure your order’s delivered to you as quickly as possible, so it’s sent for processing as soon as we confirm it.
- What is your return policy?
- FOR ONLINE PURCHASES
Orders with promo codes are returnable unless stated otherwise in the promo code terms and conditions.
Your return must reach us within 30 days from the date of delivery/collection with a valid Order Reference code (e. g. SS-XXXXX).
Orders made with promo codes are returnable unless stated otherwise in the promo code terms and conditions.
- EXCLUSIONS
All product(s) sold at marked down prices are not eligible for exchange, refund, or return.
All full priced product(s) sold with promotional codes in which the terms attached to such promotions have been stated that exchange, refund and return is not allowed, are not eligible for exchange, refund, or return.
All product(s) procured pursuant to any giveaways or contests shall be subject to the applicable terms and conditions and are not eligible for exchange, refund or return.
- CONDITION OF ITEM(s)
Please ensure all items are unworn, unwashed and unaltered with the hangtags attached.
We reserve the right to reject item(s) that do not fulfill the conditions above.
If you’re sure that your item(s) fulfilled the conditions, please check out this article for the return instructions.
- REIMBURSEMENT & PROCESSING TIME
After your return’s been confirmed, you’ll be issued a Store Credit equivalent to the purchase price of each returned item. Please note that we don’t provide cash refunds for any return orders. Delivery fees or custom duties/taxes, if any, won’t be refunded. Your return will be processed within 14 business days from when the order was dropped off.
- EXCHANGES
We are unable to facilitate exchanges for all International orders at the moment.
- What happens if I’ve returned an order that is not eligible for returns?
- If you return an item that doesn’t meet the requirements for returns set out above, we reserve the right to reject the return and any request for a store credit refund. You are responsible for the item until it reaches us and kindly retain all proof of mailing until an acknowledgement has been sent.
If you are unsure of an item’s eligibility to be returned, you may check your order here. More details about our Returns Policy are available here.
- If you return an item that doesn’t meet the requirements for returns set out above, we reserve the right to reject the return and any request for a store credit refund. You are responsible for the item until it reaches us and kindly retain all proof of mailing until an acknowledgement has been sent.
How do I return my order?
- After you have gone through our Return Policy and is sure that your item(s) fulfilled the conditions, you may return your order using a traceable mode of delivery to:
Jl. Mekar Puspita no. 108/110 40236 Bandung – Jawa Barat Indonesia
Incorrect/missing items in my order
- Please contact us here within 30 days from the date of delivery with the following information:
- Your Order Reference code (e. g. SS-XXXXX)
- The product code of item you have ordered
- The product code of item you have received (only if you have received an incorrect item).
We’ll be in touch on the nest steps to take.
Items returned must be unworn, unwashed, unaltered, and with their tags intact.
- What payment options do you accept?
- For online purchases we accept following modes of payment:
- Visa debit/credit card
- Mastercard debit/credit card
- Virtual account (?)
- GoPay(?)
- Gift cards
- Why did my payment fail?
- There are a few possible reasons why your payment was unsuccessful:
- Your connection may have dropped during checkout
- Your card may have been rejected
- There are a few possible reasons why your payment was unsuccessful:
- Why did my payment fail?
(Our #1 tip to ensure a smooth checkout experience is making sure your internet connection is stable and strong before proceeding to pay) If you’re still having trouble placing an order after multiple attempts, please contact us here with a screenshot of the error and we’ll sort it out for you.
- Not sure if your payment successful?
- Don’t worry, you can check your order history page
Why am I unable to use my discount code?
- The code has expired.
- Did you meet the minimum spending requirement?
- Product exclusions from promo codes
- Do you need to be logged in?
- Did you apply the promo code to the correct field?
- Has this promo already been used?
- Have you checked the Terms and Conditions of the promo code?
- Already applied a promo code?
If you’re absolutely sure you have fulfilled the terms and conditions of the promo code and still have trouble using it, please drop us a message here with a screenshot of the error message.
Reimbursements won’t be provided if the code wasn’t applied. But you can always save it for your next purchase with us, as long as you fulfill the terms and conditions of the discount.
I placed my order but forgot to use my promo code, what should I do?
- Promo codes can’t be applied to an order that’s already been made.
- Store credit will expire after 2 years, and is non-transferable and non-refundable.
- Gift cards that have been deposited to Sleeping Society account for store credit cannot be reversed or reverted to a Gift Card.
- Store credit in Sleeping Society account can only be used on www.sleepingsocietyofficial.com
- Store credit will be issued for eligible returns within 14 business days after your returned order was dropped off, and it expires after 2 years.
- Checkout as per normal.
- On checkout – payment page, select the redeem button.
- All available store credit will be applied to the order.
- Orders paid with store credit can be returned. But just to be 100% sure, please take some time to check our our Returns Policy for more information on exclusions. You can check an item’s eligibility to be returned in your order history here.
- How to purchase a Gift Card?
- Gift Card purchased online are sent to your recipient of choice via email. Purchase one here!
- What are the terms of use Sleeping Society Gift Card?
- Gift Cards purchased online at sleepingsocietyofficial.com will be sent electronically to your recipient of choice via email.
Terms of Use:
- Gift Cards are valid for 1 year, from the date of delivery.
- Gift Cards are redeemable on merchandise at sleepingsocietyofficial.com
- Gift Cards can’t be refunded after purchase.
- There will be no replacement for Gift Cards if they’re lost, stolen, or destroyed.
- Gifts Cards are non-refundable, non-extensible, non-exchangeable for cash.
- Points will not be awarded for the portion of payment made using Gift Cards.
- Sleeping Society reserves the right to refuse, cancel or hold to review any Gift Cards for suspected fraud, mistakenly issued in an incorrect denomination, or for other violations of Gift Cards policies.
- How do I use my Gift Card?
- Just apply the Gift Card code at checkout! But make sure the value has been offset from your order’s final amount before completing your purchase.
- How do I use my Gift Card?
Wanna save it for later>
You can choose to deposit a Gift Card into your account as Store Credit, but before doing so, please take some time to check out information about Store Credit here.
- Can I return my order if I used a Gift Card?
- Orders paid with a Gift Card can be returned.
Just to be 100% sure, please take some time to check ourt our Returns Policy for more information on exclusions!
Do I need an account to shop?
- You need to have an account with us to place an order.
Creating an account is an easy 2-step process and it’s completely free!
Step 1: Sign up here
Step 2: Verify your account and shop with us!
- I am unable to log into My Account, what do I do?
- First, head over to our login page an d key in your email.
If you’re prompted to enter your password:
- You’re already registered and have an existing account with us.
- If you’re not sure about your log in details, go ahead and try to reset your password (don’t worry, it happens).
If you’re prompted to create a new account:
- The email you’ve entered isn’t registered for an account with us.
- If you think you already have an existing account, try typing in that email
- Or sign up and create a new account with us to enjoy your insider benefits
If you’re still unable to access your account, feel free to contact us here.
- I have reset my password but did not receive any emails, what can I do?
- It’s possible the password reset email got filtered into your junk or spam folder.
However, if it’s also not in your junk folder, please reach out to us here and we’ll be with you to help.
- How can I close My Account with Sleeping Society?
- We’re very sorry to see you leave
But before you go, we’d like to inform you that closing an account means we’ll lose all records of your purchases.
If you have placed an order recently, we strongly suggest keeping your account until the return time frame has expired, just in case you change your mind about your purchase. Once you’re absolutely sure about closing your account with us, drop us a request here and we’ll see to that right away.
- I am unable to log into My Account, what do I do?
- Are items in my shopping cart reserved?
- We recommend completing your purchase as soon as you can to secure your items as they are not reserved.
- I’m not able to checkout, what should I do?
- We’re here to help!
Please take a screenshot of the error message (if any) and drop us a message here.
I no longer wish to receive any updates or newsletters, what do I do?
- In the latest email you received from us, there’s an option to unsubscribe at the bottom.
Click on it and you’ll be redirected to to a confirmation page.
- Why am I not receiving email updates and newsletters?
- It’s possible our newsletters may have landed in your junk or spam folder.
Please do a quick check and if they’re still nowhere to be found, drop us a message here.
- Why am I not receiving email updates and newsletters?
