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Returns and refunds

We’ll confirm the policy that applies to purchases before sales open.

Ordinary goods

For eligible items that are not personalised, request a change-of-mind return within 30 calendar days of delivery. The item should be unused and in resalable condition, with its original parts and packaging where reasonably possible. We will explain any applicable return-shipping costs when we send the return instructions.

Cancellation and personalised goods

For an ordinary item, contact us promptly if you want to cancel before dispatch. If it has already been dispatched, the return process applies. For a personalised item, request cancellation before approving the proof and before production begins. We will check the order's status and confirm whether it can be stopped. Once you have approved the proof or production has begun, change-of-mind cancellation or return is normally unavailable.

Faulty, damaged or incorrect items

Please report a problem promptly, with the order number and relevant details. Photos of the item or packaging can help us assess the issue. We will explain the available remedy and how to return the item if needed. The change-of-mind limits above do not reduce mandatory rights or remedies for a faulty, damaged or incorrect item.

Requesting a return and receiving a refund

  1. Contact Business@sylven.si with the order number, the item and the reason.
  2. Wait for confirmation, the return address and any instructions before sending the item. Keep the dispatch receipt.
  3. After an eligible cancellation is confirmed, or an approved return is received and inspected, we will confirm the approved amount and refund it to the original payment method within any applicable legal deadline. Your payment provider may take additional time to post the credit.

If we cannot resolve a dispute

Contact us first if possible, with the order number and the outcome you are seeking. You can ask us to review the decision again. This does not restrict any right to use a payment provider's dispute process, a consumer protection body or another remedy available under applicable law.