Return & Cancellation Policy – Sylviar
We truly care about your shopping experience at Sylviar. If you ever run into any trouble with your order, please reach out — we're always ready to help.
Note: Before sending anything back, you must contact us at support@sylviar.com.
Any return sent without our prior confirmation will not be refunded.
❌ When Can You Cancel an Order?
Since most of our dresses are made to order (including many standard sizes), we usually keep limited stock. Production starts shortly after we receive payment confirmation.
When You Cancel What You Get Back
Within 24 hours after ordering Full refund
24 to 72 hours after ordering 70% of product price + full shipping cost
After 72 hours (but before shipment) 50% of product price + full shipping cost
After the order has been shipped Cancellation is no longer possible
Need to change your order details (size, color, shipping address, etc.)? Please reply to your order confirmation email within 24 hours after placing your order.
🛍️ Our Return Policy
A. Standard Size Items
You must submit a return request within 14 days from the date you receive the item.
Returned items must be unworn, unwashed, and unaltered, with all original tags and packaging intact.
If the return is not due to a quality issue, the original shipping fee will not be refunded, and you will be responsible for the return shipping cost.
If the item arrives damaged, defective, or incorrect, please send us clear photos showing the problem. After we verify the issue, we will issue a full refund.
B. Custom Size or Custom Color Items
Custom-made dresses are created specifically for you. We cannot accept returns or exchanges unless there is a confirmed quality issue caused by us.
If you believe your custom item has a defect, contact us within 14 days and provide detailed photos.
Depending on the situation, we will offer either a replacement or a full refund.
🚫 Items That Cannot Be Returned
The following types of items are not eligible for return:
Custom size, custom color, or custom design dresses
Clearance or final sale items
Items missing original tags
Items that show signs of wear, stains, odor, damage, washing, or alteration
Important: Unauthorized returns will not be refunded.
📦 Conditions for Accepting a Return
Please follow these requirements to make sure your return can be processed smoothly:
The item must be unwashed, unworn, and unaltered, with no makeup, stains, perfume, body odor, pet hair, or damage.
All original packaging, tags, protective bags, fillers, accessories, and inserts must be included.
Returns sent without our prior approval will be rejected or sent back to you at your own cost.
For returns not caused by a quality issue, you are responsible for all return shipping fees, customs duties, and any related taxes.
When submitting a quality claim, you must include a clear written explanation and detailed photos. We will confirm the issue after inspecting the returned item.
Sylviar reserves the right to inspect all returned items. If the return does not meet the above conditions, your refund may be denied.
🔄 Exchanges
We only accept exchanges for damaged or defective items.
If the size problem is caused by incorrect measurements you provided, we will offer free alteration, but you will need to cover the return shipping cost.
We also reserve the right to refuse returns that we consider unreasonable (for example, if the only issue is that you provided the wrong measurements).
To request an exchange for a defective item: email support@sylviar.com
🧾 Step-by-Step Return Process
Email us at support@sylviar.com within 14 days of receiving your order.
Provide your order number and clear photos showing the issue.
If you say the size is wrong, please include photos of the garment laid flat with a measuring tape showing its actual measurements.
Wait for us to approve your return and send you return instructions.
Ship the item back using all original packaging, and share the tracking number with us.
After we receive and inspect the return, we will process your refund within 3–5 business days.
📝 Additional Notes & Tips
All our dresses are handcrafted. Because of manual measurement, please allow a tolerance of approximately 1 inch (2.5 cm).
Please inspect your item as soon as it arrives, before removing any tags or packaging. Removing tags or packaging may affect your ability to return the item.
If you have any questions or need help with anything, just contact us at support@sylviar.com.
