Shipping policy
DELIVERY INFORMATION
All orders are prepared and dispatched within 24 to 48 hours by our teams (excluding weekends and public holidays).
Sylvori.com ensures deliveries in the following geographical area: United Kingdom.
With every order placed, you will receive a confirmation email followed by a second email containing your shipping confirmation, including your order tracking number.
The choice of carrier and price may vary depending on the weight, quantity, product availability, basket amount, and shipping country.
Some orders may be associated with multiple suppliers, and the items will be sent separately.
SHIPPING FEES
The delivery cost is free for all orders placed on our website. Sylvori.com reserves the right to modify or cancel these costs for a short period. This modification does not require any notice to the website's customers.
No third party can claim a refund of the delivery fees at the time of purchase. Information about delivery fees is provided at any time on the top part of any page of the website and at the checkout stage.
REFUND POLICY
Our policy lasts for 14 days. If 14 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Items that cannot be returned:
- Gift cards
To initiate a return, you must provide us with a receipt or proof of purchase.
Please do not return your purchase to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error
- Any item returned more than 14 days after delivery
- Defective item(s) received
If your order is delivered with defects, either fully or partially, you may qualify for a replacement or refund of the concerned item(s). To do so, please send us a message to the following email address: contact@sylvori.com, including proof of payment (e.g., a screenshot of the confirmation email received when placing your order) and a photo of the items concerned. Please also specify in the message whether you prefer a replacement of the defective items or a refund.
ORDER CANCELLATION (IF APPLICABLE)
Most orders are processed within 24 hours. If you wish to cancel your order for any reason, please email us at contact@sylvori.com.
The majority of items in stock are processed and/or shipped within 24 hours. It is imperative that you contact us during this period so that we can attempt to cancel your order before it is processed and/or shipped.
No request for order cancellation can be considered if it has already been processed.
REPLACEMENT AND VOUCHER (IF APPLICABLE)
- Exchange your item for a different size/color.
Exchanges are only available for the same style, size, and/or color. Exchanging for a different product is strictly not allowed. We recommend returning your original item for a refund and placing a new order for the desired product.
- Refund details and vouchers
By default, the refund method is store credit.
If you wish to receive a refund to the original payment method used for your purchase, you must notify us by email at contact@sylvori.com. Orders that are exchanged or items returned/exchanged due to manufacturer's defect will not incur restocking fees. The fees will be applied to the original order, and the balance will be refunded.
Only the final price paid (after any applicable discount) will be refunded.
Discount codes or vouchers cannot be reissued and are non-refundable.
REFUNDS (IF APPLICABLE)
Once we have received and inspected the returned item, we will send you an email to notify you that we have received it. We will also inform you of our decision regarding the approval or rejection of your refund request.
If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.
DELAYED OR MISSING REFUNDS (IF APPLICABLE)
If you have not yet received your refund, please first check your bank account again.
Next, contact your credit card company, as there may be a delay before your refund is officially posted.
Then contact your bank. There is often some processing time before a refund is posted.
If you have followed all these steps and still have not received your refund, please contact us at contact@sylvori.com.
EXCHANGES (IF APPLICABLE)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@sylvori.com.
GIFTS
If the returned item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit equal to the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was not marked as a gift when purchased, or if the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.
SHIPPING
To return a product, please contact us at the following address:
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over 75€, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive the item you return to us.