Terms of service
Last updated: 17 July 2026
These Terms and Conditions apply to purchases made from Syl’a’Vie Swimwear Ltd through our website.
By placing an order with Syl’a’Vie Swimwear Ltd, you agree to these Terms and Conditions. Please read them carefully before completing your purchase.
Nothing in these Terms and Conditions excludes, restricts or otherwise affects any statutory rights that cannot lawfully be excluded or restricted.
About
Syl’a’Vie Swimwear Ltd is a company registered in England and Wales.
Company registration number: 16691746
VAT registration number: 502 6887 84
Our full company and contact details are provided at the end of these Terms and Conditions.
Ordering from us
You are responsible for ensuring that all information submitted when placing an order is complete and accurate.
Before completing your purchase, please check:
• The products selected.
• Size and colour selections.
• Quantities.
• Customisation requests.
• Delivery address.
• Email address.
• Telephone number.
• Any information required for international delivery or customs clearance.
After placing an order, you should receive an automated order-confirmation email.
The automated confirmation acknowledges that we have received your order. It does not necessarily mean that the order has been accepted.
A contract between you and Syl’a’Vie Swimwear Ltd is formed when we confirm that your order has been accepted or dispatch your order, whichever occurs first.
We reserve the right to decline or cancel an order before dispatch where reasonably necessary. This may include circumstances where:
• Payment has not been authorised or has been reversed.
• A product, fabric, trim or other required material is unavailable.
• We cannot fulfil the order within a reasonable timeframe.
• A delivery restriction applies to the destination.
• An obvious pricing, product-description or website error has occurred.
• We reasonably suspect fraud or unauthorised payment activity.
• We reasonably believe that our ordering, payment, promotion or returns processes are being deliberately misused.
• We are legally prohibited from fulfilling the order.
If we cancel an order, any amount paid for the cancelled item or order will be refunded to the original payment method.
Made to order
All Syl’a’Vie pieces are handmade to order by our team.
Please allow up to 10 working days for your order to be carefully made and dispatched. Working days exclude weekends and public holidays.
The production timeframe begins once:
• Your order has been accepted.
• Payment has been successfully received.
• Any information required to make the order has been provided.
Where we require additional measurements, customisation instructions, delivery information or other details from you, production may be delayed until the required information is received.
Shipping time is separate from production time.
Please review our Shipping Policy before placing your order and allow for both:
• Our production timeframe.
• The estimated delivery timeframe for your destination.
Production and delivery timeframes are estimates provided in good faith. They are not guaranteed delivery dates unless we have expressly agreed a particular date with you in writing.
Because each piece is made individually, we encourage mindful purchasing and recommend checking the product description, size guide, measurements and estimated timeframes before ordering.
An item is not treated as customised or personalised solely because it is handmade to order in a standard size, colour and design offered generally through our website.
Handmade variations
Our products are individually handmade rather than mass-produced.
Minor differences may occur between individual pieces, including small variations in:
• Stitching.
• Measurements.
• Pattern placement.
• Embellishment placement.
• Fabric appearance.
• Finishing.
For printed, patterned, tie-dye, ombré, embellished or textured fabrics, the exact placement or appearance of the design may differ from the item photographed.
Minor handmade variations will not normally constitute a fault where the item:
• Remains consistent with its description.
• Is of satisfactory quality.
• Is fit for its intended purpose.
Nothing in this section affects your statutory rights where an item is faulty, damaged, incorrect or not as described.
Product images and colour display
We take reasonable care to display and describe our products accurately.
However, colours may appear differently depending on:
• Screen and device settings.
• Screen brightness.
• Lighting conditions.
• Photography.
• Browser or display settings.
Product images illustrate the design and general appearance of an item. Exact colour reproduction cannot always be guaranteed across different devices.
This does not affect your rights where the product supplied is materially different from its description or the wrong colour has been sent.
Sizing, measurements and fit recommendations
We provide size guides, product information and measurements to help customers choose a suitable size.
Where you contact us for sizing advice, any recommendation given by our team will be based on:
• The measurements and information you provide.
• Our published size guide.
• Available garment measurements.
• The stretch and characteristics of the relevant fabric.
• The usual fit of the style.
Sizing advice is guidance only and cannot guarantee fit.
Fit may vary because of differences in:
• Body shape.
• Proportions.
• Height.
• Bust, waist and hip distribution.
• Personal preference.
• How closely or loosely a customer prefers an item to fit.
You remain responsible for checking the size guide, product description and measurements and selecting the size you wish to order.
Where an item has been correctly made and sent in the size ordered and is not faulty, damaged, incorrect or misdescribed, you will be responsible for applicable return costs.
For international orders, we do not offer direct exchanges. International customers requiring another size must place a new order and return the original eligible item for a refund in accordance with these Terms.
Nothing in this section affects your statutory rights where an item is faulty, damaged, incorrect or not as described.
Custom measurements and customer supplied information
Where you provide measurements, specifications or sizing information for a customised item, you are responsible for ensuring that the information is complete and accurate.
We will make the item using the measurements and specifications confirmed to us.
We will not be responsible for fit issues caused by information that:
• Was supplied incorrectly.
• Was incomplete.
• Was measured inaccurately.
• Was changed after production began.
Please take measurements carefully and contact us before ordering where you are uncertain about how a measurement should be taken.
This does not affect your rights where:
• We failed to follow the confirmed measurements or specifications.
• The item is faulty.
• The item is damaged.
• The item is incorrect.
• The item is not as described.
Requesting changes to an order
Requests to change any part of an order must be made as soon as possible.
This includes requests to change:
• Size.
• Colour.
• Style.
• Quantity.
• Customisation.
• Delivery address.
• Delivery service.
• Other order details.
A requested change is not confirmed unless it has been accepted by our team in writing.
We cannot guarantee that a change can be made once:
• Fabric has been cut.
• Production has begun.
• The order has entered dispatch preparation.
• A shipping label has been created.
• The parcel has been handed to the courier.
Where a requested change involves additional materials, work or delivery costs, we may require an additional payment.
Any additional amount will be explained and agreed before we proceed.
If a requested change converts a standard product into a customised or clearly personalised product, the customised-item cancellation and return restrictions may apply once work on the customisation has begun.
Prices, VAT and payment
Prices are displayed in the currency selected or stated on our website.
Prices include VAT where applicable.
Delivery charges, priority-production fees and other optional charges will be shown before you complete your purchase.
You are responsible for providing valid payment information and confirming that you are authorised to use the selected payment method.
Payment must be successfully authorised before we begin processing an order.
We take reasonable care to ensure that product information and prices are accurate. However, administrative, technical or website errors may occasionally occur.
If we identify an obvious pricing or product-information error before dispatch, we may contact you to:
• Confirm whether you wish to proceed at the correct price.
• Offer an appropriate alternative.
• Cancel the affected item or order and issue a refund.
We will not add optional charges without your agreement.
Discount codes and promotions
Discount codes and promotional offers are subject to any conditions, exclusions and expiry dates stated when the promotion is made available.
Unless expressly stated otherwise:
• Only one discount code may be used per order.
• Promotions cannot be combined.
• Discounts cannot be applied retrospectively.
• Discount codes cannot be exchanged for cash.
• Discount codes cannot be used to purchase gift cards.
• Free-delivery thresholds are calculated after discounts have been applied.
Where an item purchased as part of a multi-buy, bundle or conditional promotion is returned, the refund may be recalculated to reflect the price that would have applied to the items retained without the promotion.
This will only apply where the relevant promotional conditions were made clear when the order was placed.
We reserve the right to correct, cancel or withdraw a promotion where:
• An obvious error has occurred.
• A discount has been used contrary to its stated conditions.
• We reasonably believe it is being deliberately misused.
This does not affect orders that we are legally required to honour.
Cancellations before dispatch
If you wish to cancel an order before dispatch, please contact us as soon as possible at:
info@sylavieswimwear.com
Standard items may generally be cancelled before dispatch.
For eligible online purchases, the statutory cancellation period generally begins when the contract is formed and ends 14 days after the day on which you, or a person nominated by you, receives the goods.
To cancel, you must send a clear statement confirming:
• Your name.
• Your order number.
• The item or items you wish to cancel.
• That you wish to cancel the purchase.
You do not need to provide a reason for cancelling an eligible standard item.
If the order has already been dispatched, you must follow the returns process set out below.
Cancellation rights may not apply to products made to your individual specifications or clearly personalised.
Nothing in these Terms limits any statutory cancellation right applying to your purchase.
Customised and personalised items
Items made to your individual specifications or clearly personalised cannot normally be cancelled once production of the customisation has begun.
This may include customer-requested:
• Custom lengths.
• Custom body measurements.
• Custom colours not offered as standard.
• Material changes.
• Design alterations.
• Personalised wording or details.
• Bespoke modifications.
• Combinations or specifications created specifically for the customer.
An item is not customised or personalised merely because it is handmade to order in a standard size, colour or design offered generally on our website.
If you wish to cancel a customised order, contact us immediately.
Where production has not begun, we may be able to agree to a cancellation.
Where we agree to cancel after work has begun and no statutory cancellation right applies, we may deduct reasonable costs and losses directly incurred because of the cancellation, where permitted by law.
Any deduction will be explained before the refund is processed.
Your statutory rights remain unaffected where a customised item is faulty, damaged, incorrect, not made to the agreed specification or not as described.
Priority production
We may offer a priority-production service where you need us to work towards a particular date.
Priority production is subject to availability.
Priority production fast-tracks the making of your order within our studio. It:
• Does not constitute express delivery.
• Does not guarantee courier delivery by a particular date.
• Does not remove the need to allow sufficient shipping time after dispatch.
Priority production must be:
• Requested by the customer.
• Confirmed by our team.
• Paid for before the service begins.
If priority production has not been confirmed by us, the order will be made within our standard production timeframe of up to 10 working days.
Once the priority service has begun, the priority fee is non-refundable where the priority-production service has been provided as agreed, unless otherwise required by law.
If we cannot provide the agreed priority-production service, the relevant priority fee will be refunded.
Courier, customs or delivery delays after dispatch do not mean that the priority-production service was not provided where we completed production within the priority timeframe agreed.
UK delivery
We offer free tracked delivery for UK orders with an order value of £100 or more after discounts have been applied.
Delivery charges for orders below the free-delivery threshold will be shown at checkout.
Our estimated UK delivery time after dispatch is:
1 to 2 working days
Delivery timeframes are estimates rather than guaranteed delivery dates unless expressly agreed otherwise in writing.
Once your order has been dispatched, tracking information will be sent by email.
International shipping and delivery
We ship internationally using tracked courier services.
The courier used may depend on:
• Delivery destination.
• Postcode.
• Service availability.
• Parcel dimensions.
• Parcel weight.
• Parcel value.
• Courier restrictions.
• Customs requirements.
• Operational requirements.
We currently use courier and postal services including:
• FedEx.
• Evri.
• Royal Mail.
• Relevant local delivery partners.
Shipping labels, courier booking and tracking may be administered through Sendcloud.
For certain destinations, including remote postcodes or higher-value orders, an alternative tracked service may be used.
International delivery timeframes are estimates only.
Delivery may be affected by:
• Customs clearance.
• Local delivery networks.
• Public holidays.
• Severe weather.
• Border disruption.
• Courier delays.
• Destination-specific import requirements.
Once your order has been dispatched, tracking information will be sent by email.
Please refer to our Shipping Policy for destination-specific delivery estimates:
www.sylavieswimwear.com/shipping-policy
If your parcel has not arrived within the estimated timeframe, please contact us promptly so that we can investigate.
Delivery address and contact information
You are responsible for checking that the delivery and contact information submitted with your order is complete and accurate.
Depending on the destination, this may include:
• Full recipient name.
• House or building number.
• Street name.
• Apartment, unit or floor number.
• City or town.
• County, state, province or region.
• Postcode or ZIP code.
• Country.
• Email address.
• Telephone number.
• Destination-specific customs or identification information.
Contact us immediately if you notice an error.
We cannot guarantee that an address can be amended after production or dispatch preparation has begun.
We are not responsible for delays or failed delivery caused by incomplete or inaccurate details supplied by the customer.
This does not affect our obligations where we send an order to an address different from the address correctly supplied and confirmed by the customer.
Destination specific address, identification and customs information
Some countries require additional recipient information before a parcel can be dispatched, imported, cleared through customs or delivered.
Depending on the destination, this may include:
• A tax-identification number.
• A national-identification number.
• A customs-registration number.
• A personal or business import number.
• State, province or regional information.
• A complete postcode.
• Building, apartment or unit details.
• A local telephone number.
• Other information required by the courier, postal operator or customs authority.
For example, shipments to Brazil may require the recipient’s CPF or CNPJ tax-identification number.
You are responsible for checking and supplying all complete, accurate and valid information required by the destination country.
You must also respond promptly where we, the courier or customs authority requests additional information.
Where required information is missing, invalid, incomplete or incorrect:
• Dispatch may be delayed.
• Customs clearance may be delayed or refused.
• Delivery may be unsuccessful.
• The parcel may be held.
• The parcel may be returned.
• The parcel may be abandoned or disposed of.
Syl’a’Vie Swimwear Ltd will not be responsible for delays caused by missing, incomplete, invalid or inaccurate information supplied by the customer.
Where a parcel is returned because required information was not supplied correctly or within the required timeframe, reasonable costs and losses may be deducted from any refund where permitted by law.
Any deduction will be explained before the refund is processed.
Customs, Import taxes and duties
International orders may be subject to:
• Customs fees.
• Import taxes.
• Duties.
• Handling charges.
• Local courier charges.
• Other charges imposed by the destination country.
These charges do not apply to every international order.
Where they apply, they are set and collected by the relevant customs authority, government, courier or local delivery provider.
Unless expressly stated otherwise at checkout, these charges are not included in the amount paid to Syl’a’Vie Swimwear Ltd and are the customer’s responsibility.
We do not determine or control the amount charged and cannot guarantee whether an order will incur import charges.
The courier or customs authority will usually contact the recipient directly with payment or clearance instructions.
The customer is responsible for:
• Checking relevant import requirements.
• Paying applicable charges.
• Providing information requested for clearance.
• Completing required customs and delivery steps within the specified timeframe.
If charges are not paid or the required steps are not completed, the parcel may be:
• Held.
• Returned.
• Abandoned.
• Disposed of.
Where a parcel is returned because of unpaid customs charges, refusal or failure to complete required customs steps, reasonable costs incurred may be deducted from the refund where permitted by law.
These may include:
• Original delivery costs that are not recoverable by us.
• Return-to-sender shipping.
• Customs or handling charges billed to us.
• Storage costs.
• Courier surcharges.
• Reasonable administration costs.
Any deduction will reflect costs and losses reasonably incurred and will be explained before the refund is processed.
Customs fees paid by the customer are paid to the relevant authority or courier, not to Syl’a’Vie Swimwear Ltd.
Requests for repayment of customs charges must normally be made to the authority or courier that collected them unless applicable law requires otherwise.
Tracking and delivery investigations
Customers are responsible for monitoring the tracking information supplied after dispatch.
Please contact us promptly if tracking:
• Shows no movement for an unusual period.
• Records an unsuccessful delivery attempt.
• Requests additional information.
• Shows that the parcel is being returned.
• Shows delivery but the parcel cannot be located.
• Indicates another delivery problem.
Prompt notification allows us to investigate while courier records remain available and within applicable claim timeframes.
A delay in contacting us does not remove mandatory statutory rights. However, a significant delay may affect:
• Evidence available.
• The courier’s ability to investigate.
• Whether the courier accepts a claim.
• Compensation recoverable from the courier.
Where an investigation is required, we may ask you to:
• Confirm information.
• Complete a declaration.
• Check with household members or neighbours.
• Cooperate with reasonable courier enquiries.
We will not treat a tracking status alone as conclusive where there is credible evidence that delivery did not occur.
Delivery instructions, safe places and collection points
Where you ask the courier to redirect or leave a parcel:
• In a nominated safe place.
• With a neighbour.
• At a collection point.
• At a parcel shop.
• In a parcel locker.
• At an alternative address.
• At another location selected by you.
you are responsible for ensuring that the selected location is accurate, accessible and reasonably secure.
Instructions submitted directly to the courier may also be subject to the courier’s terms.
Where a parcel is delivered in accordance with a customer-authorised instruction, we may rely on relevant delivery evidence when investigating a claim.
Nothing in this section removes our responsibility where a parcel has not been delivered in accordance with the contract or applicable consumer law.
Failed delivery, refused delivery and return to sender
Customers are responsible for providing:
• A complete and accurate delivery address.
• Valid contact details.
• Destination-specific customs and identification information.
• Any information reasonably required to complete delivery.
A delivery may fail or a parcel may be returned to sender where:
• The address is incorrect or incomplete.
• Building, apartment, postcode, state or regional information is missing.
• Required tax, identification or customs information has not been supplied.
• The recipient is unavailable and does not rearrange delivery.
• The parcel is not collected within the courier’s timeframe.
• The customer refuses delivery.
• Customs duties or import charges are not paid.
• Required customs or delivery instructions are not completed.
• The courier cannot gain reasonable access.
• The customer selected an unsuitable or inaccessible delivery location.
Where delivery fails, customers must not assume that the parcel will immediately be returned to us.
The parcel remains subject to the courier’s processes and tracking information.
Unless applicable law requires otherwise, we can only arrange redelivery or complete a refund after:
• The parcel has been physically returned to us.
• We have identified the order.
• The item’s condition has been checked.
If you would like the returned parcel sent again, you will be responsible for:
• The new delivery charge.
• Any reasonable return-to-sender costs.
• Other reasonable costs caused by the failed delivery.
This will not apply where the failure was caused by Syl’a’Vie Swimwear Ltd or the courier rather than by the customer.
Where a parcel is returned because of an incorrect or incomplete address, refusal, failure to collect, unpaid customs fees or failure to complete required delivery or customs steps, we may deduct reasonable costs and losses directly incurred from any refund where permitted by law.
These may include:
• The original delivery charge where it is not recoverable by us.
• Return-to-sender shipping.
• Customs, duty, handling or storage charges billed to us.
• Courier surcharges.
• Payment-processing costs not refunded to us.
• Reasonable administrative costs involved in investigating and processing the failed delivery.
• A lawful reduction reflecting damage or diminished value.
• In the case of a genuinely customised or personalised product, reasonable losses arising because the item cannot readily be resold.
Any deduction will reflect the reasonable costs and losses actually incurred and will not be imposed as a punishment or automatic penalty.
Where those reasonable costs and losses amount to 30% or more of the affected order value, we reserve the right to deduct an amount of up to 30% of the affected order value, provided that the deduction is lawful, proportionate and supported by the circumstances and costs of the case.
We will explain:
• The proposed deduction.
• The reason for it.
• How it has been calculated.
No deduction will be made where:
• The failed delivery was caused by our error.
• The return to sender was caused solely by the courier.
• The deduction would conflict with mandatory statutory rights.
Refusal of internation deliveries
Refusing an international parcel does not automatically cancel the order or guarantee a full refund.
Customers wishing to cancel an eligible order should contact us directly and follow the returns procedure instead of refusing delivery.
A refused parcel may incur:
• Return shipping.
• Customs charges.
• Handling fees.
• Storage charges.
• Disposal fees.
Where these charges are reasonably incurred, they may be deducted from any refund where permitted by law.
If a refused parcel is abandoned or disposed of by the courier or customs authority and is not returned to us, we may be unable to refund the goods unless applicable law requires otherwise.
Any refund will be considered after:
• The parcel has been returned to us; or
• Sufficient evidence is available to establish its final status.
This remains subject to the customer’s statutory rights.
Multiple item and split deliveries
Orders containing multiple items may be dispatched together or in separate parcels where reasonably necessary.
Where an order is divided into separate parcels, tracking information will be provided where available.
Receiving one parcel does not necessarily mean that the remaining items have been omitted.
Please check all tracking details before reporting a missing item.
Any cancellation period applying to goods delivered separately will be calculated in accordance with applicable consumer law.
Delays outside our reasonable control
We will not be responsible for delay or failure caused by circumstances outside our reasonable control.
This may include:
• Severe weather.
• Natural disasters.
• Fire.
• Flood.
• Epidemics or public-health restrictions.
• War.
• Civil unrest.
• Terrorism.
• Government action.
• Customs disruption.
• Courier or transport disruption.
• Industrial action.
• Border closures.
• Utility failures.
• Telecommunications failures.
• Technology failures.
• Material or supply-chain interruption.
• Other circumstances that could not reasonably have been prevented.
Where these circumstances affect an order, we will take reasonable steps to:
• Minimise the effect.
• Keep you appropriately informed.
• Provide any remedy required by law.
This section does not allow us to retain payment indefinitely where we are unable to fulfil an order.
Risk and ownership
We remain responsible for the goods until they come into the physical possession of:
• You; or
• A person identified by you to take possession of them,
except where applicable law provides otherwise.
Ownership passes to you once:
• We have received payment in full; and
• The goods have been delivered.
This section should be read together with the provisions concerning customer-authorised safe places, redirects and collection locations.
Returns
How to request a return
To request a return, contact us at:
info@sylavieswimwear.com
You must contact us within the applicable return period and include:
• Your full name.
• Your order number.
• The item or items you wish to return.
• A clear statement that you wish to return or cancel the relevant item.
• The reason for the return, where relevant to a fault or other issue.
You do not need to provide a reason when exercising a valid statutory right to cancel an eligible standard item.
Once you have contacted us, we will normally:
• Confirm the applicable return instructions.
• Provide access to our returns form.
• Provide the correct returns address.
• Request any information reasonably needed to identify and administer the return.
The returns form helps us identify, track and process your parcel. However, failure to use the form does not by itself remove a valid statutory cancellation right where you have otherwise notified us clearly and on time.
You remain responsible for:
• Using the correct returns address.
• Addressing the parcel accurately.
• Packaging the item securely.
• Returning it within the applicable timeframe.
• Retaining proof of postage.
Important returns addres notice
Our registered office and correspondence address is:
S202 Weston House, The Maltings, Station Road, Sawbridgeworth, Herts, United Kingdom, CM21 9FP.
This is not our returns address.
Products must not be returned to the registered office or correspondence address.
The correct returns address will be provided after you contact us and receive the applicable return instructions.
We cannot guarantee that items sent to:
• Our registered office.
• Our correspondence address.
• A former business address.
• Our studio without authorisation.
• Any other incorrect or unauthorised address
will be received, identified or processed as a return.
Sending an item to an incorrect or unauthorised address does not necessarily mean that the item has been returned to the location specified by Syl’a’Vie Swimwear Ltd.
Where a customer sends an item to an incorrect address despite having been provided with the correct instructions, the customer will be responsible for:
• Locating the parcel.
• Recovering or redirecting it.
• Associated postage or courier costs.
• Any resulting delay.
This will not apply where Syl’a’Vie Swimwear Ltd supplied the incorrect return address.
Nothing in this section affects a customer’s mandatory statutory rights or any circumstance in which applicable law treats adequate evidence of return as sufficient.
Returns after delivery
For eligible standard items purchased online, you must notify us within 14 days after the day on which you receive the order if you wish to cancel because you have changed your mind.
Once you have notified us, the item must be sent back within a further 14 days.
Items must be returned:
• Unworn, other than reasonable trying on.
• Unwashed.
• Unaltered.
• Free from damage.
• With original tags attached where applicable.
• With the hygiene seal fully attached and intact where applicable.
• In a condition consistent with reasonable examination of the item.
Return postage is the customer’s responsibility unless:
• The item is faulty.
• The item is damaged.
• The wrong item was supplied.
• The item is materially not as described.
• We have expressly agreed otherwise.
• Applicable law requires us to pay the return cost.
You are responsible for return postage where an item is returned because of:
• Fit.
• Sizing preference.
• Change of mind.
• Ordering the wrong size or colour.
• No longer needing the item.
• Sizing advice provided in good faith using information supplied by you.
We strongly recommend using a tracked return service and retaining proof of postage.
A return must be sent to the return address provided in our return instructions.
Do not send a return to our registered office or correspondence address.
Refunds
Accepted refunds will be made to the original payment method.
Unless applicable law provides otherwise, we may withhold a refund until:
• We have received the returned goods; or
• You provide adequate evidence that the goods have been returned.
Refunds will be processed within the applicable legal timeframe.
Once we have issued a refund, the time taken for it to appear in your account will depend on your bank, card provider or payment service.
We are not responsible for additional processing time imposed by a payment provider after we have issued the refund.
Unless required by law, refunds cannot be redirected to a different card, bank account or payment method.
Refund of original delivery charges
Where a customer cancels and returns an entire eligible order under statutory cancellation rights, we will refund the amount paid for our least expensive standard outbound delivery option where required by law.
Where standard UK delivery was free, there is no outbound delivery charge to refund.
If the customer selected an upgraded, express or more expensive delivery service, we will not be required to refund the additional amount paid above the cost of our least expensive standard delivery option.
Where only part of an order is returned, the original outbound delivery charge will not normally be refunded because the delivery service was still provided for the products retained.
Return postage remains the customer’s responsibility for change-of-mind returns unless otherwise agreed or required by law.
Return condition and diminished value
You may examine and try on an item only to the extent reasonably necessary to establish its nature, characteristics and fit, in the same way that you would reasonably be permitted to examine it in a shop.
You are responsible for taking reasonable care of the item while it is in your possession.
Where the value of an item has been reduced because it was handled beyond what was reasonably necessary, we may make a reasonable deduction from the refund to reflect the reduction in value where permitted by law.
Examples may include items returned with:
• Signs of wear.
• Makeup.
• Fake tan.
• Deodorant.
• Perfume or other odours.
• Food or drink stains.
• Other marks or staining.
• Hair or pet hair.
• Damage.
• Stretching or distortion caused by wear.
• Evidence of washing.
• Alterations or repairs.
• Missing or removed tags.
• Damaged product packaging.
• A removed or damaged hygiene seal.
Any deduction will reflect the actual reduction in value and will not be an automatic penalty.
We will explain any proposed deduction and its reason before completing the refund.
This does not restrict your rights where an item is faulty, damaged, incorrect or not as described.
Swimwear returns
For hygiene reasons, swimwear cannot be returned for a change of mind where the hygiene seal has been:
• Removed.
• Broken.
• Damaged.
• Tampered with.
Please try swimwear on over underwear and check the fit carefully before removing the hygiene seal.
Removing the hygiene seal does not remove your statutory rights where an item is faulty, damaged, incorrect or not as described.
Customised and personalised items
Products made to your individual specifications or clearly personalised cannot normally be returned for a change of mind.
This may include:
• Custom lengths.
• Custom measurements.
• Custom colours not offered as standard.
• Bespoke design alterations.
• Personalised details.
• Other modifications specifically requested by the customer.
This exclusion does not apply merely because a product is handmade to order in a standard size, colour and design offered generally on our website.
Your statutory rights remain unaffected where the item is:
• Faulty.
• Damaged.
• Incorrect.
• Not made to the agreed specification.
• Not as described.
Rejected or ineligible returns
Where an item does not meet the applicable return conditions, we may be unable to accept it for a change-of-mind refund.
This may include:
• Returns sent outside the applicable return period.
• Swimwear with a removed or damaged hygiene seal.
• Customised or personalised items.
• Items showing substantial wear or use.
• Items washed, altered or damaged after delivery.
• Items not purchased directly from us.
• Parcels containing insufficient information to identify the order.
We will contact you to explain:
• Why the return has not been accepted; or
• Why a refund deduction is proposed.
Where the item is not eligible for refund, you may be required to arrange and pay for it to be sent back to you.
We will provide a reasonable period for you to respond and pay any applicable redelivery cost.
If you do not respond after reasonable attempts to contact you, we may store, dispose of or otherwise deal with the item as permitted by law after providing reasonable notice.
We will not retain both an item and the full purchase payment where doing so would be unlawful or disproportionate.
Exchanges
UK exchanges may be offered subject to:
• Product availability.
• The item meeting the return conditions.
• Our current exchange procedure.
• Payment of any applicable exchange or redelivery charge.
Any charge will be explained before the replacement item is dispatched.
An exchange is not confirmed until accepted by us in writing.
International orders are not eligible for direct exchange.
International customers requiring another size or style must place a new order and return the original eligible item for a refund.
This does not affect remedies available for faulty, damaged, incorrect or misdescribed goods.
Faulty, damaged or incorrect items
Contact us as soon as reasonably possible if you believe an item is:
• Faulty.
• Damaged.
• Incorrect.
• Not as described.
Please provide:
• Your order number.
• A description of the issue.
• Clear photographs where reasonably possible.
• Any other information reasonably needed to assess the issue.
Photographs help us investigate efficiently but will not be used to deny a valid statutory right where photographs cannot reasonably demonstrate the issue.
Depending on the circumstances and your legal rights, the appropriate resolution may include:
• Repair.
• Replacement.
• Price reduction.
• Refund.
• Another agreed remedy.
We may ask you to return the item for inspection.
Where an item is confirmed to be faulty, damaged, incorrect or not as described, we will cover reasonable return costs where required by law.
The following will not ordinarily constitute an inherent manufacturing fault:
• Normal wear and tear.
• Accidental damage.
• Misuse.
• Failure to follow care instructions.
• Improper storage.
• Damage caused by unauthorised alteration or repair.
Nothing in these Terms limits your statutory rights concerning goods that are faulty, misdescribed, not of satisfactory quality or not fit for their intended purpose.
Care instructions
Customers are responsible for following the care instructions supplied with or displayed for each product.
Care requirements may vary according to:
• Fabric.
• Construction.
• Embellishment.
• Finish.
• Dye or print.
Damage resulting from the following will not ordinarily constitute a manufacturing fault:
• Incorrect washing.
• Tumble drying where prohibited.
• Excessive heat.
• Incorrect ironing.
• Bleach.
• Chemical exposure.
• Unsuitable detergent.
• Failure to follow the stated instructions.
This does not affect your rights where the instructions were inaccurate or the item was inherently faulty.
Rental businesses, stylists, resellers and commercial purchases
Rental businesses, stylists, resellers and other commercial organisations are welcome to purchase Syl’a’Vie products.
Purchasing a product does not create:
• An agency relationship.
• A partnership.
• Sponsorship.
• Endorsement.
• An official affiliation.
• An authorised-stockist relationship.
• A distribution agreement.
Commercial purchasers must not state or imply that they are an official Syl’a’Vie partner, representative or authorised stockist unless agreed by us in writing.
A commercial purchaser may create its own original photographs of a lawfully purchased product for the legitimate purpose of advertising that product through its own rental, styling or resale service.
Commercial purchasers must not use Syl’a’Vie photography, videos, product descriptions or promotional content without our prior written permission.
Intellectual property and use of our content
Content appearing on our website, social-media accounts and official marketing channels is owned by Syl’a’Vie Swimwear Ltd or used by us with permission.
This may include:
• The Syl’a’Vie name.
• Logos.
• Brand elements.
• Product names.
• Collection names.
• Original garment designs where protected.
• Website photography.
• Campaign photography.
• Model images.
• Videos and reels.
• Graphics.
• Illustrations.
• Product descriptions.
• Written copy.
• Website design and layout.
• Social-media content.
• Promotional materials.
Except where allowed by law, this content must not be copied, downloaded, reproduced, altered, republished, distributed, sold, licensed or used commercially without our prior written permission.
Rental businesses, resellers, stylists and other commercial organisations must not use our content to promote their businesses without prior written permission.
This includes use through:
• Websites.
• Rental platforms.
• Online marketplaces.
• Social-media accounts.
• Paid advertising.
• Email marketing.
• Printed marketing.
• Catalogues.
• Other promotional channels.
Purchasing a Syl’a’Vie product does not transfer ownership of any intellectual-property rights in our brand or content.
We reserve the right to request removal of content used without permission and to take appropriate action to protect our rights.
Fraud, payment abuse and misuse of our services
We reserve the right to investigate, restrict or refuse future orders where we reasonably believe there has been:
• Fraud or attempted fraud.
• Use of an unauthorised payment method.
• Deliberate payment abuse.
• Deliberate misuse of discount codes.
• Deliberate misuse of our return or refund process.
• Repeated false claims.
• Manipulation or alteration of products to support a claim.
• Threatening, discriminatory or abusive conduct towards our team.
• Other serious misuse of our website or services.
Where reasonably necessary and lawful, we may retain and provide relevant evidence to:
• Banks.
• Payment providers.
• Couriers.
• Insurers.
• Fraud-prevention providers.
• Legal advisers.
• Law-enforcement bodies.
• Courts or regulators.
Restricting future orders will not remove legitimate rights relating to an existing order or a valid statutory claim.
Chargebacks and payment disputes
If you believe there is a problem with an order, please contact us so that we have a reasonable opportunity to investigate and resolve it.
Nothing in these Terms prevents you from exercising a legitimate right through your bank, card provider or payment service.
Where a chargeback or payment dispute is raised, we may provide relevant evidence including:
• Order information.
• Customer communications.
• Product information.
• Production records.
• Packing and quality-control records.
• Parcel weights.
• Tracking information.
• Delivery evidence.
• Return information.
• Refund records.
• Acceptance of these Terms.
We reserve the right to challenge a chargeback that we reasonably believe is:
• Inaccurate.
• Duplicated.
• Fraudulent.
• Inconsistent with the available evidence.
Business purchases
Certain consumer rights described in these Terms apply only to individuals acting wholly or mainly outside their trade, business, craft or profession.
Where products are purchased principally for commercial or business purposes, consumer cancellation rights may not apply.
Nothing in these Terms excludes rights or remedies available to a business customer under applicable law.
Tree planting contributions
We may contribute £1 from each qualifying order to a third-party charity, environmental organisation or tree-planting provider.
The contribution:
• Is made by Syl’a’Vie Swimwear Ltd.
• Does not increase the amount payable by the customer unless expressly stated.
• Is not a customer donation collected on behalf of the provider unless expressly described as such at checkout.
• Is subject to the terms and operation of the relevant third-party programme.
Where an order is cancelled, refunded, reversed or found to be fraudulent, the related contribution may be adjusted or reversed where permitted by the programme.
Tree planting, verification and environmental outcomes are administered by the relevant third-party provider. We are not responsible for delays or changes made by that provider, but we will not make misleading claims regarding the contributions made.
Liability
Nothing in these Terms excludes or limits liability where doing so would be unlawful.
This includes liability for:
• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Breach of statutory rights that cannot lawfully be excluded.
• Any other liability that cannot lawfully be limited or excluded.
We are not responsible for losses that were not reasonably foreseeable when the contract was formed.
Where you purchase principally as a consumer, we are not responsible for business losses including:
• Loss of profit.
• Loss of revenue.
• Loss of business.
• Loss of contracts.
• Loss of commercial opportunities.
Nothing in this section affects remedies available under consumer law.
Communications
We will normally communicate using the email address or telephone number supplied with the order.
You are responsible for:
• Providing accurate contact details.
• Checking your inbox.
• Checking spam and junk folders.
• Responding where information is required to fulfil or deliver the order.
A delay in responding may delay:
• Production.
• Dispatch.
• Customs clearance.
• Delivery.
• Return processing.
Electronic communications may be retained as part of our customer-service and order records in accordance with our Privacy Policy.
Privacy and personal information
We process personal information in accordance with our Privacy Policy and applicable data-protection law.
Our Privacy Policy explains:
• What information we collect.
• How and why it is used.
• Who it may be shared with.
• How long it may be retained.
• Your data-protection rights.
Where necessary to fulfil an order, we may share relevant information with:
• Shopify.
• Payment providers.
• Sendcloud.
• FedEx.
• Evri.
• Royal Mail.
• Local delivery partners.
• Customs authorities.
• Other service providers described in our Privacy Policy.
Complaints
Questions or complaints should be sent to:
info@sylavieswimwear.com
Please include:
• Your name.
• Your order number.
• Details of the issue.
• Any relevant evidence.
We will consider complaints fairly and aim to respond within a reasonable timeframe.
We may request additional information where reasonably necessary.
Nothing in this section prevents you from seeking independent consumer advice or pursuing another remedy available under law.
Entire agreement
These Terms, together with the following information, form the agreement relating to your order:
• The relevant product description.
• Order information.
• Shipping Policy.
• Returns Policy.
• Privacy Policy.
• Any written variation specifically agreed with you.
Any variation agreed directly with you must be confirmed by us in writing.
Severability
If a provision of these Terms is found to be unlawful, invalid or unenforceable, it will be modified to the minimum extent necessary or removed where modification is not possible.
The remaining provisions will continue to apply.
No waiver
If we do not immediately enforce a provision of these Terms, this does not mean that we have waived our right to enforce it later.
Any waiver must be confirmed by us in writing.
Third party rights
Unless expressly stated otherwise, a person who is not a party to the contract has no right to enforce these Terms.
This does not affect a right or remedy that exists independently of these Terms.
Changes to these terms
We may update these Terms where reasonably necessary to reflect:
• Changes to our products or services.
• Operational changes.
• Delivery or courier changes.
• Website changes.
• Changes in law.
• Regulatory guidance.
The Terms applying to an order will be those displayed when the order is placed.
We will not retrospectively alter the Terms applying to an existing order unless:
• Required by law; or
• Agreed with the customer.
Governing law and jurisdiction
These Terms and any contract between you and Syl’a’Vie Swimwear Ltd are governed by the laws of England and Wales.
Consumers living elsewhere may also benefit from mandatory protections under the law of their country or place of residence.
Nothing in these Terms removes mandatory protections that apply to a customer.
A dispute may be brought before any court with jurisdiction under applicable consumer law.
General
Syl’a’Vie Swimwear is a small independent brand operating through a handmade-to-order production model.
By purchasing from us, you acknowledge the production process and estimated timeframes described in these Terms.
Headings are included for convenience and do not affect interpretation.
Where mandatory consumer-protection law applies, it will not be limited or excluded by these Terms.
Company and contact details
Syl’a’Vie Swimwear Ltd
Company registration number: 16691746
VAT registration number: 502 6887 84
Registered office and correspondence address:
Syl’a’Vie Swimwear Ltd
S202 Weston House
The Maltings
Station Road
Sawbridgeworth
Herts
United Kingdom
CM21 9FP
Important: This is not our returns address. Products must not be returned to this address.
To request a return, contact:
info@sylavieswimwear.com
Where applicable, we will provide:
• Access to our returns form.
• The relevant return instructions.
• The correct returns address.
Customer-service email:
info@sylavieswimwear.com
Website:
www.sylavieswimwear.com