Returns & Refunds
Products & Sizing
Which countries do you ship to?
We currently ship to the UK, USA and Australia. We hope to expand the number of countries that we can serve in the near future.
What are the shipping costs and how long will it take?
Standard - 2-4 Business Days - Free
Tracked - 3-5 Business Days - £5
USA and Australia
Tracked International - 10-14 Business Days - £9
We try our very best to get our products to you on time but please note that these are estimated delivery times and are not guaranteed.
Orders are shipped from our UK-based warehouse. When you place your order you will receive confirmation of shipping along with a tracking number.
Please be advised our business days are Monday to Friday.
What are your order processing times?
Orders are generally processed within 24 hours. If you place an order on a Saturday, it may not be processed until the following Monday.
How do I track my order?
You will be sent confirmation of shipping along with a tracking link.
Do you ship to PO BOXES?
Yes we do ship to PO Boxes.
What are taxes and duties?
The country you are shipping Z Lab goods to may impose tax or duty on your shipment. How much is charged depends mainly on the value of the goods being imported and what type of goods they are. Every country has their own set of rules, regulations and taxes for importing.
Who pays for taxes and duties?
If taxes or duties do apply to your country then it will be your responsibility to pay for this to the local authorities and is not something Z Lab is involved with.
Some countries will allow you to choose to pay at the checkout or to pay upon delivery of the item(s). Your local customs office should be able to give you an estimate on the cost of import fees.
What is your returns policy?
We have a 30-day return policy which means you have 30 days from the delivery date of your item(s) to request a return.
Please let us know your order number and reason why you are returning the item(s) by contacting us at email@example.com.
How to return and be eligible for a refund:
- Please send the product(s) back within 30 days of the delivery date of your item(s).
- Product(s) must be unused and sent back in their original packaging (including soft carry case if you purchased a sleep mask).
- Please use a trackable shipping method as we cannot be responsible for missing incoming deliveries.
- We do not offer free returns so please note that the cost of returning will need to be paid by the customer.
- Please note shipping costs are non-refundable if your order is refunded and qualified for free shipping. The shipping costs will be deducted from your refund.
- You must mark your name or your order number clearly on the package so we can identify you as the sender.
- Send your parcel to:
Huboo Ref 8902
Unit 4 Vertex Park
Parcels must have "Huboo Ref 8902" quoted at the top of the address.
Items will be checked upon receipt and if approved refunds will be paid back to the original form of payment. This may take a few days to process depending on your payment provider.
If the item is not approved after checking then the product will be sent back to you and the shipping cost charged to you.
Items must be sent back following this returns process to be able to get a refund. Anything accidentally or incorrectly returned is the responsibility of the sender.
Can I exchange an item instead of getting a refund?
Yes this is no problem. Please just return the item(s) to us following our returns process shown above and if they are approved, simply make a new purchase on the website.
What if the wrong product was sent?
In the event that the wrong product was sent to you, we will fix this issue by sending you the correct item, once we have received the wrong item back from you. Any costs incurred on your behalf for the return of the wrong item shall also be refunded by us once we have received the goods from you.
What if the product was lost or damaged in transit?
If the goods are lost or damaged in transit, please let us know within 15 days from the time your order was placed, so that we can make a claim against the carrier. We will offer you the choice of a replacement or a full refund.
What if I reject the delivery of the package?
If a customer decides to cancel or reject the delivery of their order or package together with the carrier without previously noticing us at firstname.lastname@example.org, then we will not be responsible for the cost of the returned shipping package.
Is there a penalty fee for cancelling a multiple-product order?
If a customer orders 5 or more items in one single order and decides to return all items, a penalty fee of 10% will be applied on the overall order value. This fee will be used to cover the logistics cost associated with the order such as handling, packing, shipping and receiving the returned order.
What payment methods do you accept?
We accept all major payment methods including Visa, Mastercard, American Express, Paypal, Apple Pay, Google Pay and Shop Pay.
What currencies can I pay in?
At this time we accept payment in GBP, USD and AUD. We hope to add more currencies in the future.
Please select a currency in the drop down box at the top right-hand side of the website.
Why has my payment been declined?
Your payment may have been declined due to one of these reasons:
- the card details have been inputted incorrectly at checkout (for example the long card number, the card expiry date or the security number on the back of the card).
- the card is out of date.
- your bank has blocked the payment.
Please check the above. If your bank has blocked the card then please speak to them about unblocking it as they will not tell us the reason for this. You could also try using another card or payment processor as an alternative way to pay.
How do I choose the right size for me?
Night Visor® has been designed so that it fits most head sizes and face shapes. It has an adjustable strap so you can find the perfect fit for you. The size of the mask when laid flat is approximately 24cm (length) x 9cm (width) x 2cm (height).
How do I care for my Z Lab products?
Night Visor® can be hand washed or machine washed at no more than 30 degrees. Do not tumble dry.
Are your products unisex?
Yes our current range of products are unisex and designed for everyone to enjoy and benefit from.
What is your sustainability mission?
We are aware that every action has a reaction, especially when you are a physical products company. Sustainability therefore is at the heart of what we do and how we build our products. We will strive to increase our sustainable impact through innovation and implementing green technologies and processes.
Where are your products made?
We were very particular when it came to choosing a country to partner with for our manufacturing. We wanted not only partners who were known for their high quality craftsmanship and expertise but who also who treated their staff well, were ethical, professional and sustainably-minded.
After testing several suppliers we chose to manufacture our sleep mask in Portugal. We want to continue to make our future products in Europe.
Can your products be recycled?
In order to maintain the circular economy, once you are finished using our products, we recommend that they are cleaned thoroughly and either recycled or handed on to those in need via for example a charity. Our hope is that our long-lasting products can benefit many people through several life-cycles.
Can your packaging be recycled?
Yes our packaging is 100% recyclable. We have also taken a minimal approach to our packaging so the products are not needlessly wrapped in additional cellophane (or similar).
How do I sign up for the Z Lab newsletter?
To be part of the Z Lab sleep movement you can put your email in the box at the bottom right-hand side of the website and click subscribe.
How do I unsubscribe from your newsletter?
Our news is an email sent directly to your inbox. At the bottom of the email there is a link called ‘unsubscribe’ - click that to unsubscribe from it.
I haven’t received any newsletter, what shall I do?
Sometimes our emails may fall into your junk mail box so please check that first. If you are still having problems then please contact email@example.com and our team will be happy to help.
I am having trouble accessing your site, what can I do?
Try some of these trouble-shooting solutions:
- make sure your computer software is up to date.
- delete cookies using your internet browser settings.
- use another browser - some well known browsers are Google Chrome, Safari, Brave and Firefox.
- close down the browser completely and reopen it again.