Frequently Asked Questions
DELIVERY & SHIPPING
Where do you ship from?
All Dormveil™ orders ship from our UK warehouse.
We do not ship from overseas — your order is
processed and dispatched within the United Kingdom.
How long does delivery take?
Standard UK delivery takes 3 to 7 business days.
Most orders arrive within 3 to 5 days. You will
receive a tracking number by email once your order
has been dispatched.
How much does delivery cost?
Delivery is completely free on all UK orders.
There are no minimum order requirements.
Do you ship outside the UK?
Currently we ship to UK addresses only.
International shipping will be available soon.
━━━━━━━━━━━━━━━━━━━━━━
THE PRODUCT
How does the heated sleep mask work?
The Dormveil™ Pro uses gentle electric heat
to warm the area around your eyes. This warmth
relaxes the muscles around your eyes, lowers
cortisol levels, and signals to your brain that
it is time to rest — helping you fall asleep
faster and more deeply.
What are the three heat settings?
The mask offers three temperature levels:
— 35°C — gentle warmth, ideal for sensitive skin
— 45°C — moderate heat, most popular setting
— 55°C — deeper heat, ideal for eye tension relief
Is it safe to fall asleep wearing it?
Yes. The Dormveil™ Pro has a built-in 15-minute
automatic shut-off. The mask switches itself off
after 15 minutes of use, so it is completely safe
to fall asleep wearing it.
What is the vibration massage feature?
In addition to heat, the mask includes 4 vibration
motors with 6 intensity levels. The gentle massage
helps relieve eye muscle tension built up from
screen use, stress, and long days.
How do I charge it?
The mask charges via USB-C — the same cable used
by most modern smartphones. One full charge provides
approximately 60 minutes of use. Simply plug it in
before bed and it will be ready to use each night.
How do I clean it?
Wipe the outer surface gently with a damp cloth.
Do not submerge in water or machine wash.
The fabric is designed to be gentle on skin
with regular use.
Is it CE certified?
Yes. The Dormveil™ Pro is CE certified, meeting
all UK and European safety standards for
electrical products.
━━━━━━━━━━━━━━━━━━━━━━
RETURNS & GUARANTEE
What is your return policy?
We offer a 30-Night Sleep Guarantee on all orders.
If you are not satisfied with your sleep improvement
after 30 nights of use, contact us for a full refund.
In addition, under UK Consumer Contracts Regulations,
you have the right to return any order within 14 days
of delivery for any reason.
How do I start a return?
Simply email us at support@dormveil.com with your
order number and we will guide you through the
process. We aim to make returns as simple
as possible.
How long do refunds take?
Refunds are processed within 5 business days of
us receiving your return request. The funds will
appear in your account within 3 to 5 additional
business days depending on your bank.
━━━━━━━━━━━━━━━━━━━━━━
ORDERS & PAYMENTS
What payment methods do you accept?
We accept all major credit and debit cards
(Visa, Mastercard, American Express), PayPal,
Apple Pay, and Google Pay. All payments are
processed securely via Shopify Payments.
Can I change or cancel my order?
If you need to change or cancel your order,
please contact us at support@dormveil.com
as soon as possible. We will do our best to
accommodate changes before your order is dispatched.
I haven't received my order — what do I do?
If your order has not arrived within 10 business
days of your dispatch confirmation email, please
contact us at support@dormveil.com and we will
investigate immediately.
━━━━━━━━━━━━━━━━━━━━━━
Still have a question?
Email us at support@dormveil.com
We reply within 24 hours, Monday to Friday.