Guarantee
30-Night Sleep Trial — Single Masks & Duos
Love your mask for 30 nights or your money back.
Our 30-night sleep trial covers standalone Silk Sleep Mask purchases and both masks in our two-mask duo bundle, in any color, including sale offers. Single-mask coverage applies to orders placed on or after 4 October 2026. Duo coverage applies to orders placed on or after 19 October 2026 (GMT+4). Earlier orders keep the terms offered when purchased.
The trial starts on delivery. You may sleep in and wash your eligible mask according to our care instructions. Both masks in an eligible duo may be tried; normal trial use does not make either mask ineligible.
If it is not for you, email hello@velsaliving.com with your order number within 30 days of delivery to request a return. Wait for our return instructions before posting it.
Return the mask or masks with their original product boxes and packaging. Please keep these throughout your trial. You pay return postage; any charge for a return label will be explained before you send it back.
Once we receive and inspect an eligible return, we will refund the amount you actually paid for the returned mask or masks, after discounts, to your original payment method within 10 business days. Return both duo masks for a refund of the full amount paid for the duo. If you return only one duo mask, the refund is half the amount paid for the duo; we do not reprice the mask you keep at the single-mask price. Original delivery charges are not included in a voluntary trial refund, except where required by law. If original delivery was free, we will not deduct an outbound delivery charge from your refund.
Beauty Sleep Sets, free promotional masks and separate post-purchase add-on masks are not included in this sleep trial. If you add a mask through a post-purchase offer, the eligible single or duo purchased at checkout keeps its trial coverage; the add-on follows our standard 30-day unused-item return policy.
Eligible single and duo purchases receive the same trial protection regardless of the offer wording shown. This trial is separate from our 100-Night Craftsmanship Promise. Faulty, damaged or incorrect items are assessed separately. Nothing in these trial terms limits rights or remedies available under applicable consumer law.
Velsa’s 100-Night Craftsmanship Promise
Made properly. Promised plainly.
Every Velsa Living silk product is covered for 100 calendar days from the date of delivery against eligible craftsmanship faults arising during normal use and correct care.
If the silk pills, a seam separates, a zip fails or the colour bleeds, we will replace the affected item once.
This craftsmanship protection is separate from the 30-Night Sleep Trial for eligible single-mask and duo purchases described above and our standard 30-day unused-item return policy.
What the promise covers
The 100-Night Craftsmanship Promise covers:
- Pilling during normal use.
- Seam separation.
- A failed or defective zip.
- Colour bleeding when the product has been washed and cared for correctly.
- Other manufacturing faults that prevent the product from performing as intended.
Coverage begins on the date your order is delivered and continues for 100 calendar days.
What isn’t covered
The promise does not cover:
- Accidental damage, snags or tears.
- Damage caused by pets.
- Damage from bleach, fabric softener or harsh detergents.
- Washing in hot water.
- Tumble drying or exposure to excessive heat.
- Incorrect storage or handling.
- Alterations or repairs performed by someone other than Velsa Living.
- Normal, gradual softening of silk through use and washing.
- Changes in appearance resulting from care that does not follow our instructions.
Silk naturally becomes softer over time. This is part of the material’s character and is not considered a fault.
Correct care
To keep your product eligible for the promise:
- Wash by hand in cold water or use a cold silk/delicate machine cycle.
- Use a gentle, silk-appropriate detergent.
- Place smaller products inside a mesh laundry bag when machine washing.
- Hang or lay flat to dry away from direct heat and sunlight.
- Do not bleach, wring, tumble dry or use fabric softener.
Always follow the care instructions supplied with your product and available on our Silk Care page.
How to make a claim
Email hello@velsaliving.com with:
- Your order number.
- A short description of the problem.
- Clear photographs showing the affected area.
We aim to review claims within two working days.
Photographs are normally enough to assess a claim. In some cases, we may ask you to return the item for inspection. If we request a return, Velsa Living will arrange and cover the return postage.
What happens after approval?
If your claim is approved, we will send one replacement in the same colour and size, subject to availability.
If the original colour or size is unavailable, you may choose:
- Another available colour or size of equivalent value.
- Another agreed replacement.
- A refund of the amount originally paid for the affected item.
Any refund will be returned to the original payment method and cannot exceed the amount originally paid.
The promise provides one replacement per item. A replacement does not begin a new 100-night period or create an ongoing exchange entitlement.
Frequently asked questions
What is Velsa’s 100-Night Craftsmanship Promise?
It is our guarantee on how your Velsa Living silk product was made.
If an eligible craftsmanship fault—such as pilling, seam separation, zip failure or colour bleeding—appears within 100 calendar days of delivery during normal use and correct care, we will replace the affected item once.
Is it a money-back trial?
No. It is a craftsmanship guarantee, not a satisfaction or sleep trial.
The craftsmanship promise protects against eligible manufacturing faults during normal use and correct care. Eligible single-mask and duo purchases may separately be returned after normal use under the 30-Night Sleep Trial above.
What if I simply don’t like the product?
Eligible single-mask and duo purchases may be tried and returned under the 30-Night Sleep Trial above. Other products must remain unused and in their original packaging to qualify for our standard 30-day change-of-mind return policy.
Customers are responsible for change-of-mind return postage. Please read our complete Refund Policy before returning an order.
What counts as a craftsmanship fault?
Eligible faults include:
- Pilling during normal use.
- Seam separation.
- A failed zip.
- Colour bleeding after correct washing and care.
- Another manufacturing fault that prevents the product from performing as intended.
We assess each claim using the photographs and information provided.
What isn’t considered a fault?
The promise does not cover accidental damage, misuse, snags, tears, pet damage, bleach, harsh detergents, fabric softener, hot washing, tumble drying or failure to follow the supplied care instructions.
Normal, gradual softening is not a fault. Properly cared-for silk naturally becomes softer with use.
Do I need to follow the care instructions?
Yes. The product must have been used and cared for according to Velsa Living’s instructions.
Wash in cold water by hand or on a silk/delicate cycle, use a gentle silk-appropriate detergent, and hang or lay flat to dry. Do not bleach, wring or tumble dry.
Do I need the original receipt?
Your order number is normally sufficient. If the product was a gift, ask the purchaser for the original order number.
Do I need to return the faulty item?
Usually, clear photographs are enough for us to assess the claim.
If we need the item returned for inspection, Velsa Living will arrange and cover the return postage.
How long does the claims process take?
We aim to review your claim within two working days after receiving the required information and photographs.
Once approved, we will arrange the replacement promptly. Dispatch and delivery times depend on stock availability and the destination.
What if my colour or size is unavailable?
You may choose another available colour or size of equivalent value, another agreed replacement, or a refund of the amount originally paid for the affected item.
Refunds are returned to the original payment method.
Is there a limit?
Yes. The promise provides one approved replacement per item.
The replacement does not restart or extend the original 100-day coverage period.
Does it apply to sets?
Yes. Each Velsa Living silk product included in a set is covered individually for 100 calendar days from the delivery date.
A fault affecting one piece does not automatically qualify the entire set for replacement.
Does it apply to gifts?
Yes. A gift recipient may make a claim using the original order number.
Any approved cash refund must be returned to the original payment method. A gift recipient may instead choose an eligible replacement.
Does it apply to sale items?
Yes. Sale items carry the same craftsmanship coverage.
If a refund is approved because a replacement is unavailable, the refund cannot exceed the amount originally paid for the affected item.
Does it apply to products supplied free of charge?
Products gifted directly by Velsa Living are eligible for replacement coverage when an eligible craftsmanship fault occurs. Because no purchase price was paid, they are not eligible for a cash refund.
How do I begin?
Email hello@velsaliving.com with your order number, a description of the issue and clear photographs.
We’ll keep the process straightforward.
Separate from our 30-day return policy
The 100-Night Craftsmanship Promise protects customers when a product develops an eligible fault.
Our standard 30-day change-of-mind return policy requires unused products in their original packaging. The separate 30-Night Sleep Trial above is an exception for eligible single-mask and duo purchases and permits normal trial use.
Craftsmanship protection, standard unused-item returns and the single-mask and duo sleep trial have separate eligibility requirements.
Your consumer rights
The 100-Night Craftsmanship Promise is provided in addition to any rights and remedies available under applicable consumer law. Nothing in this promise excludes, restricts or replaces rights that cannot legally be excluded.
Need help?
Contact hello@velsaliving.com with your order number and photographs of the issue. We aim to respond within two working days.