Returns & refunds.

Find your fit first

Most returns come down to sizing, so a little check up front saves you the hassle later. Every product page has a detailed size guide. If you're between sizes or not sure, email support@sylvenna.com before you order and a real person will help you choose the right one.

Prefer a different size? Exchange it

The easiest option is a size exchange. If something doesn't fit, email support@sylvenna.com and we'll arrange a swap where stock allows. If your size is no longer available when we process it, we'll refund you instead. Items that have already been exchanged can be returned for store credit only.

30-day return window

You can return your item within 30 days of delivery, provided it is unworn, unwashed, and in its original condition with all tags attached.

Your right to cancel (UK)

If you are a consumer in the UK, you also have the right to cancel your order within 14 days of receiving your items, under the Consumer Contracts Regulations 2013, without giving a reason. To cancel, email us at support@sylvenna.com. Certain items are excluded for hygiene reasons (see below).

How to start a return

Email support@sylvenna.com with your order number and the reason for the return. We'll get back to you within 1-2 business days with the next steps and the return address. Please wait for our confirmation before sending anything back; returns without prior authorisation can't be accepted.

Return costs

Unless the item is faulty or incorrect, you arrange and pay for return shipping. Please use a tracked service and keep the tracking number, as we cannot take responsibility for return parcels that are lost or damaged on the way back. For faulty or incorrect items, returns are free and we'll guide you through it.

Condition of returns

Returned items must show no visible signs of wear and must be free from stains, odours, make-up, deodorant marks, or damage. They must not have been altered, washed, or modified in any way, and must include all original tags and packaging. If an item comes back used or damaged beyond a normal try-on, we may reduce the refund to reflect the loss in value, or refuse the return.

Refunds

Once we have received and inspected your return, refunds are processed within 5-7 business days to your original payment method. Original shipping costs (if any) are non-refundable.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty, incorrect, or incomplete, please contact us within 14 days of delivery at support@sylvenna.com, including clear photos of the issue. Claims submitted after 14 days will be reviewed at our discretion. Please note: damage caused by normal wear and tear, washing, improper care, misuse, accidental damage, or external factors is not considered a manufacturing fault. This does not affect your statutory rights under the Consumer Rights Act 2015 where a fault was present at the time of delivery.

Hygiene items

For hygiene reasons, certain items are excluded from exchange and return. This includes swimwear (bikinis, swimsuits) and underwear, as well as other items worn directly against the body. These items can only be returned if they are unworn, unwashed, and in their original condition with all tags. Once tried on, worn, or used, they can no longer be returned for reasons of hygiene and health protection.

Final sale

Items marked as Final Sale cannot be returned, refunded, or exchanged.

Reserved rights

We reserve the right to refuse, limit, or reject returns in cases of:

• excessive return patterns
• wardrobing (buying items for temporary use)
• returns of worn, altered, washed, damaged, or incomplete items
• suspected fraudulent activity