We want every Sylalune piece to feel just right. If it doesn’t, we make returns and exchanges simple and considered. Eligible items may be returned or exchanged within 30 calendar days of delivery. To begin, please contact Customer Service at sylalune.service@gmail.com
Eligibility
To ensure a smooth process, returned items must meet all of the following:
- Unworn, unwashed and in pristine condition.
- Free from makeup, stains, deodorant or perfume.
- All original internal garment tags and any secure return labels attached and intact.
Please try garments on carefully. Shoes should only be tried on a clean, soft surface. Items that do not meet these requirements may be declined.
Exceptions
Final sale items are not eligible for return or exchange — please check the product page before purchasing. For hygiene reasons, swimwear is not accepted for unconditional return. If you experience an issue, contact Customer Service for assistance.
Do not return items to the waybill address — it is not our returns address. Packages sent to an incorrect address cannot be processed for refund.
Shipping & Responsibility
When a return or exchange is necessary, responsibility for return shipping depends on the circumstance:
- Sylalune pays: If the return is due to our error — quality defect, major color discrepancy, strong odor, or when the wrong item was shipped.
- Customer pays: For returns due to change of mind, fit preferences, or other personal reasons. Customers are also responsible for any customs or duties.
Common scenarios
- Complimentary return/exchange — quality issues, wrong item, significant color variance, or strong odor.
- Customer-paid return/exchange — change of mind or sizing/fit issues.
- Complimentary reship — missing items from an order or delivery failure not caused by customer rejection.
If a parcel is rejected at delivery, post‑sale services such as returns, exchanges, or refunds may not be available. In this case Sylalune will issue store credit for the remaining order value after deducting shipping charges.
Order Cancellation
Orders may typically be canceled within 1–3 days of placement. Once an order has shipped it cannot be canceled; please contact Customer Service to arrange a return after delivery.
Refunds
Returned items are inspected by our warehouse team. For customer-paid returns, original shipping and return shipping costs will be deducted from the refund. Once your return passes inspection, refunds are issued within 30 calendar days. Actual posting time may vary by payment provider.
Sizing
We understand sizing can be nuanced. If an item does not fit, you may return it at your own expense. We recommend contacting Customer Service for sizing guidance prior to purchase to reduce the likelihood of returns.