FAQ
1. How do I place an order on SYLVA?
To place your order, select the desired item(s) and the appropriate size/color and click "Add to Shopping Bag".
Your Shopping Bag will appear on the right-hand side of the screen, and can be accessed elsewhere on the site by clicking the Shopping Bag icon in the top right-hand corner. Once you have made your selection, please click "Proceed to Checkout" to complete your delivery and payment details. When your order has been confirmed, you will receive an Order Confirmation email.
2. The item(s) I had in my Shopping Bag have disappeared, what can I do?
Regretfully, it is not possible for us to reserve items in your Shopping Bag. If an item has disappeared from your Shopping Bag, this may mean that it is no longer available.
3. I haven't received my order confirmation email, has my order been confirmed?
If you haven't received an order confirmation email within 1 hour of placing your order, we recommend checking your spam or junk email folder. You can also search for our email address "contact@officialsylva.com".
4. Where is my order shipped from?
Orders from officialsylva.com are shipped from our warehouses in the United Kingdom. The warehouse that will ship your order is determined based on availability of the item(s) purchased and cannot be selected or changed. We request that you allow sufficient delivery time as some orders may require international shipping for this reason.
5. Why am I receiving multiple shipments for the same order?
If you have placed an order for multiple items you may receive multiple shipments for the same order. This will occur if the items purchased are held in different warehouse locations. For each shipment you will receive a Shipping Confirmation email with the corresponding tracking details.
6. Where is my order?
If you have an account you can check your order's shipping status by going to My Orders in the My Account area.
At the time of checkout you will receive an Order Confirmation email. You will receive another email once your order has shipped containing tracking information which you can use to follow your shipment's progress.
Once your order has been dispatched you can follow its progress by clicking the tracking link in the Shipping Confirmation email.
7. Can I modify or cancel my order?
If you have changed your mind about your order after you have placed it, we kindly ask that you contact us as soon as possible through contact@officialsylva.com
Please note that orders that have already been processed cannot be changed or cancelled and must be returned.
8. What are my shipping options?
We offer standard or express shipping for every order.
9. Why hasn't my order shipped yet?
We begin processing orders within 24 hours of placement on all operating business days. Our warehouses ship Monday through Friday - orders placed after 3:00 pm local time on Friday will be processed and shipped the following business day. Please note that local time refers to the time zone of our warehouse locations, not the location of the customer.
10. Do I have to pay duties?
SYLVA ships from the UK, any duties or taxes incurred for outside of the UK are not covered by SYLVA and is the responsibility of the customer to pay.
Questions About Payment
1. Which payment methods can I use?
We accept all major credit cards payment methods on Official Sylva.
Questions About Returns and Refunds
Returns & Exchanges
Return Policy
We want you to love your purchase from SYLVA. If you don’t, we will happily accept the merchandise for a full refund within 14 days of receipt.
Please note that any returns must arrive back to us in new and unworn condition with all original tags attached.
Exchange Policy
Please note that we do not offer exchanges at this time.
How to Initiate a Return
Contact Us: Begin your return process by reaching out to us at
Ensure you include your Order ID, the item(s) you wish to return, and the reason for your return.
Pack Your Items: Carefully pack the item(s) in their original packaging to ensure they are protected during transit.
Ship Your Return: Drop off your return package at the nearest shipping provider promptly to make sure it reaches us within 14 calendar days from your original order’s shipping date.
Quality Inspection: Upon receipt, all returned items undergo a thorough inspection to ensure they meet our return criteria.
Refund Processing
After your returned item(s) have been received and passed our quality inspection, we will process your refund. Our team aims to complete this process within three business days of receiving your return. Please note that shipping costs will not be refunded, and it may take up to ten business days for the refund to appear in your account, depending on your payment provider's processing times.