Frequently Asked Questions

Sylvane FAQ

Shipping

1. Do you ship internationally?
Currently, Sylvane only offers shipping within the United Kingdom.

2. How long does shipping take?
Our standard shipping process includes the following timeframes:

  • Processing Time: 1–4 business days
  • Shipping Time: 5–12 business days

Once your order has been processed and dispatched, a tracking number will be sent to your email. This allows you to monitor your shipment and stay updated on its delivery status every step of the way.

Order Management

1. Can I cancel my order?
As a UK consumer, you have the right to cancel your order within 14 days of receiving it. If the order has already been shipped, refer to our Return and Refund Policy for assistance.

2. How can I track my order?
Once your order ships, you’ll receive a confirmation email with your tracking number. Simply use this number to track your package's progress directly. You can also visit our Track My Order page for updates.

Returns & Refunds

1. What is your return policy?
We offer a 30-day money-back guarantee. Returns are accepted if the items are unused, in original condition, and with all packaging. If you wish to return, please contact our customer support for instructions.

  • Return Shipping Costs: Customer is responsible for shipping costs if returning due to a change of mind.
  • Defective or Damaged Items: Sylvane covers return shipping for defective or damaged products.

2. What products are non-returnable?
Items that are opened, used, or damaged cannot be returned. Please ensure that the products are in original condition to qualify for a refund.

3. Can I exchange an item?
Unfortunately, we don’t offer exchanges. However, you can return the product for a refund and place a new order. For more details, check our Return and Refund Policy.

Payment & Billing

1. What payment methods do you accept?
We accept payments securely through:

  1. MasterCard
  2. Shop Pay
  3. Google Pay
  4. Visa
  5. American Express
  6. Discover
  7. Elo
  8. Diners Club
  9. JCB
  10. UnionPay

Contact Us

If you have any inquiries or need assistance, feel free to reach out to us using the contact information provided below:

  • Store Name: Sylvane

    Operated by: Maruati E-Commerce Limited

    Registered Address: UNIT 2A 17/F GLENEALY TOWER NO1 GLENEALY CENTRAL HONG KONG

    PHONE: +44 7541 294305
    Email: info@sylvane.co.uk

     

Open Hours:

  • Monday to Friday: 09:00 AM - 4:00 PM (GMT+1)
  • Saturday & Sunday: 10:00 AM – 02:00 PM (GMT+1)

Response Time: Please allow up to 6 hours for email responses on weekdays and up to 12 hours on weekends due to reduced staffing.