Shipping policy

Shipping Policy

Thank you for shopping with Menoola. We want your new sleep essentials to reach you as smoothly as possible. Please read the information below carefully before placing your order.

Processing Times

Orders are usually processed and shipped within 1–2 business days (Monday–Friday, excluding public holidays).
During peak periods (sales, holidays, new product launches), processing times may be slightly longer.

Shipping Times & Destinations

We currently ship within the US and European Union.

Estimated delivery times (after dispatch):

United States: typically 7–10 business days
European Union: typically 7–10 business days

These timeframes are estimates, not guarantees. Delays can occasionally occur due to factors outside our control (customs checks, local carrier delays, weather, etc.).

Shipping Costs

Shipping costs are calculated at checkout based on your location, order value, and any active promotions.

From time to time we may offer free shipping above a certain order value. Any free-shipping thresholds will be clearly displayed on the website and at checkout.

Order Tracking

Once your order has shipped, you’ll receive a shipping confirmation email with a tracking link.
Tracking information can take up to 24–48 hours to update after the carrier receives the parcel.

If you haven’t received your tracking email within 3 business days of ordering, please check your spam folder and then contact us.

Customs, Duties & Taxes

For orders shipped outside your home country:

Customs duties, import taxes, and other fees (if applicable) are the responsibility of the customer and are not included in our product or shipping prices.
Menoola is not responsible for delays caused by customs processing.

Please check local regulations before ordering if you are unsure about potential fees.

Incorrect Addresses & Failed Deliveries

Please double-check your shipping address at checkout.

If an order is returned to us due to an incorrect or incomplete address, refusal, or repeated failed delivery attempts, we can:
- Reship the order (additional shipping fees may apply), or
- Refund the product cost minus the original shipping fee.

We are not responsible for packages lost or delayed due to incorrect addresses provided by the customer.

Lost or Damaged Packages

If your package appears lost in transit (no movement on the tracking for several days):

Contact the carrier first using your tracking number.
If the carrier cannot locate the parcel, contact us at luna@menoola.com and we’ll help file a claim and find a solution.

If your package arrives visibly damaged, please:

Take clear photos of the outer box, shipping label, and the product, and
Contact us within 7 days of delivery so we can assist.

Please note: once a package is marked “Delivered” by the carrier, Menoola cannot be held responsible for loss or theft at the delivery address, but we’ll always do our best to help.

Returns & 30-Night Trial

Your purchase is covered by our 30-night risk-free trial on eligible products:

Sleep on your new pillow for up to 30 nights.
If it doesn’t feel right for you, contact us within 30 days of delivery and we’ll guide you through a return for a refund (according to our Refund & Return Policy).

For full details on returns, exchanges, and eligibility, please see our Refund & Return Policy.