Shipping policy

Shipping and delivery — Hong Kong and Macau

Eight Sleep HK is an independent parallel-import retailer serving Hong Kong and Macau. We source genuine Eight Sleep products through a wholesale supplier outside the brand’s official Hong Kong retail channel. We are not Eight Sleep’s official Hong Kong store or an authorised representative, and this website is not owned, operated, sponsored or endorsed by Eight Sleep. Eight Sleep HK is the seller responsible for orders placed on eightsleephk.com, including our delivery, return, refund and warranty-service commitments.

Updated 7 October 2026. These terms apply to new orders from this date. Existing orders retain the terms shown at purchase. Rights that cannot lawfully be excluded are unaffected.

Delivery coverage and charges

We provide free standard shipping on Pod and Adjustable Base purchases to Hong Kong and Macau. Product prices are in Hong Kong dollars (HKD) in both markets. Any optional delivery services and their charges must be disclosed and agreed before payment; we will not add an undisclosed delivery fee after checkout.

Order processing and delivery estimates

Orders are arranged in sequence, subject to product availability, payment verification and delivery arrangements. Any waiting period shown before purchase is an estimate, not a guaranteed arrival date. Processing, dispatch and delivery are separate stages. A dispatch notification means the order has been handed to the carrier; it does not mean it has arrived.

We will notify you by email when your order ships and provide tracking or delivery arrangements where available. Check your order email and spam folder. Please wait for confirmed arrangements before booking time-sensitive services.

If availability or delivery arrangements materially change, we will explain the revised estimate and available options. An estimated date does not allow us to delay your order indefinitely. If we cannot fulfil an order, we will contact you and refund the unfulfilled items. If a delay is unacceptable, contact us to discuss cancellation before dispatch; applicable legal rights remain unaffected.

Address changes and delivery access

Provide a complete and accurate delivery address, recipient details, email and a reachable delivery contact number. Email info@eightsleephk.com promptly with your order number if details need changing. A change is effective only when we confirm it; once handed to the carrier, rerouting may not be possible.

For a Base, check the product and packaging dimensions against the building entrance, lift, stairs, corridors and bedroom access before purchase. Tell us about access restrictions before dispatch. Standard shipping does not include installation, assembly, old-bed disposal or special lifting services unless expressly agreed in writing.

Delivery appointments and unsuccessful attempts

Where an appointment is needed, the carrier will confirm the arrangements. Ensure that you or a person you authorise can receive the order. A failed attempt, address error, refusal or access restriction does not automatically cancel an order. Contact us so we can agree redelivery or the appropriate return process. Any additional service or redelivery cost will be explained and agreed before it is incurred; no automatic penalty applies.

Receiving your order

Check the number of packages and visible condition on receipt. If practicable, note visible damage or missing packages with the carrier and photograph the packaging. Keep all original boxes and packaging during the return period. Signing for delivery does not waive rights relating to concealed damage, defects, missing contents or misdescription.

For split deliveries, each item may have separate tracking. The 14-day change-of-mind return window for an item starts when that item is delivered.

Missing, damaged or incorrect deliveries

Contact info@eightsleephk.com promptly with your order number, tracking details and relevant photos. We will investigate with the carrier or supplier and explain the remedy. A tracking status marked “delivered” is evidence to investigate, not an automatic rejection of a genuine non-receipt claim. Do not use an item that may be unsafe.

Where a wrong, damaged-on-arrival or defective item requires return, we will arrange or agree reasonable necessary return shipping costs before dispatch. Customer-paid change-of-mind return shipping does not automatically apply to these cases.

Returns, cancellations and refunds

See our Return & refund policy for eligibility, return instructions and refund timing. Do not return an item to a carrier, wholesaler or Eight Sleep without our written instructions. Questions: info@eightsleephk.com.