Customers will only be charged once at most for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product.

1. What kind of logistics are adopted when Sylvara ship products?
All products of Sylvara use DHL, FedEx, EMS, SF Express international logistics and distribution, etc.

2. Whether the customers need to pay for the freight? How long the products transport need?

Free shipping for all orders！Once your payment is confirmed, we will begin production right away. Production usually finishes in 48 hours. Once your order is ready for dispatch, we use DHL for shipping. The shipping process itself can take anywhere from 7-14 business days.

3. Will customers be charged for any import duties/taxes?
99% customers will not be charged for any import duties /taxes. However, if there is, you may be subject to import duties / taxes according to your customs authority.

4. What is “Sylvara 90 days unconditional return policy”?
“Sylvara 90 days unconditional return policy” gives commitment: If you are not satisfied with Sylvara products, you can ask for a refund or replacement within 90 days from receiving the goods,the goods should be in new condition（not used or washed）.

Note: This policy does not contain Sylvara silk pajamas.

You can tell us your refund or replacement needs through the website (CONTACT US button) or email ([email protected]), we will deal with it in the first time.

5. Are there any restrictions for Sylvara refund or return?
You buy Sylvara products within the scope of “Sylvara 90 days unconditional return policy”, you can ask to return money or refund unconditionally within 90 days after you receiving the goods. Return or refund application more than 90 days will no longer accept.

6. Refund Process:
A refund will be processed within 1-2 business days after we have confirmed that the item matches the buyer’s description. Refunds will be made to the original payment account, Please note that it takes for the refund to be credited to your account depends on your card issuer and typically takes 7 days.

7. Return Charges
No additional handling fee for returns. If the return is due to an issue on our end, such as incorrect items or quality problems, we will provide a full refund, including return shipping costs.
However, if the return is initiated by the buyer for reasons such as personal preference or ordering the wrong item/color, the buyer is responsible for the return shipping fees.

8. Exchanges:
If you wish to exchange your item for a different size or model, please indicate your preference when contacting us. We will guide you through the exchange process. There are no additional handling fees and shipping charges for exchanges.

9. Cancellation:
– If you wish to cancel your order before it has shipped, please contact us immediately. Once the product has been shipped, the standard return policy will apply.

10. Contact Us:
– If you have any questions or need further assistance regarding returns and refunds, please reach out to our customer support team at [[email protected]].

Note: sylvara.net reserves the right to update and modify this Return and Refund Policy at any time. It is your responsibility to review this policy periodically for any changes. Your continued use of our website constitutes acceptance of these policies.

Return Address: Room 1126, No. 5 Hongwei Road, Nancheng Subdistrict, Dongguan City, Guangdong Province
Email: [email protected]
Open: 8:00 AM – Close: 18:00 PM (EST),Saturday – Sunday: Close