Refund policy
We hope you love your Syl’a’Vie order. If something isn’t quite right, you can request a return within 14 days of receiving your order, subject to the conditions below.
How to Request a Return or Exchange
All return and exchange requests must be submitted through your Syl’a’Vie customer account.
If you created an account before placing your order, simply log in using the email address associated with your order and select the order you would like to return or exchange.
If you checked out without creating an account, you can still access the returns and exchange portal by creating an account using the same email address used when placing your order. Your eligible order should then appear within your account.
Once you have submitted your request, our team will review it. You will receive an email once your return or exchange has been approved, along with the next steps and return instructions.
Please do not send your item back until your request has been submitted and approved.
Log in to your account to request a return or exchange.
If you do not yet have an account, create one using the same email address used to place your order.
Returns
Return requests must be submitted within 14 days of receiving your order.
Once your return has been approved, your item(s) must be sent back so that they are received by us within 14 days of the date your return request was submitted.
Please include a note inside your parcel with your order number so that we can identify your return when it arrives.
Customers are responsible for arranging and paying for their own return postage. We do not provide prepaid return labels.
We strongly recommend using a tracked postal or courier service and keeping your proof of postage until your return has been processed. Syl’a’Vie cannot be held responsible for parcels that are lost or damaged while being returned to us.
Once your return has been received and inspected, your refund will be processed back to your original payment method within 14 days, provided the item meets our return conditions.
Original shipping charges, priority service fees and any additional delivery charges are non-refundable.
Condition of Returns
All returned items must be:
- Unworn and unused
- Unwashed
- In their original condition
- Returned with all original tags attached
- Free from marks, makeup, fake tan, perfume or other signs of wear
- Returned with the hygiene seal intact where applicable
For hygiene reasons, swimwear cannot be returned if the hygiene seal has been removed, damaged or shows any signs of wear.
Items that do not meet our return conditions may be refused and returned to the customer.
Exchanges – UK Customers Only
We currently offer exchanges for UK orders only.
To request an exchange, log into your Syl’a’Vie customer account and select the order and item(s) you would like to exchange.
When submitting your exchange request, please:
- Select the item(s) you would like to return.
- Select the appropriate reason for the exchange.
- Use the Notes section to clearly state what you would like to exchange the item for, including the preferred size, colour, style or alternative product.
Please provide as much information as possible so our team can process your request correctly.
Once your exchange request has been reviewed and approved, you will receive an email with the next steps and instructions for returning your original item.
You will also receive a separate payment request for the £7.99 exchange reshipment fee, which covers the cost of sending your replacement item back to you.
Customers are responsible for:
- The cost of returning the original item to Syl’a’Vie
- The £7.99 reshipment fee for the replacement item
Your replacement item will not be dispatched until the original item has been received and inspected and the £7.99 reshipment fee has been paid.
As our pieces are handmade, replacement items are subject to availability and our standard production timeframe.
If your requested replacement is unavailable, our team will contact you to discuss the available options.
International Customers
We do not currently offer exchanges for international orders.
If you are an international customer and would like a different size, colour, style or product, you will need to return your original item for a refund in accordance with our returns policy and place a new order separately.
When returning an item from outside the UK, please ensure the customs declaration is marked as “Returned Goods”.
Customers are responsible for completing all customs documentation correctly.
Any additional charges incurred as a result of an incorrectly declared return, including UK import VAT, duties, handling fees or other customs charges, may be deducted from your refund.
Change of Mind After an Exchange Has Been Initiated
Please make sure you are happy with your exchange selection before proceeding.
Once your returned item has been received and your replacement item has entered production or preparation, we may no longer be able to change the exchange request to a refund or alter the requested replacement.
As our products are handmade, materials and production time may already have been allocated to your replacement item.
Exchange Limits
Due to the handmade nature of our products, exchanges are limited to a maximum of two exchanges per customer, per order.
We strongly recommend checking our sizing, colour and product information carefully before confirming your exchange request.
Any requests exceeding two exchanges for the same order will not be accommodated.
Thank you for understanding and supporting our handmade process.