Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it,  unused, unopened and in its original packaging. You’ll also need the order number of your purchase to complete your return. 

To initiate a return, please contact us at sylvania@sylvanianstorekeepers.com.. Upon receiving your request, we will respond within 2 business days. Kindly include all relevant details in your initial request, such as the reason for the return and any supporting images you wish to provide.

Please note that returns will need to be sent to the following address: 38 Church Street, Whitchurch, Hampshire RG28 7AS.

If your return is accepted, we’ll send you a return shipping label via email, a printer is required. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at sylvania@sylvanianstorekeepers.com. 

Damages and issues
Please check your order upon delivery and contact us immediately if you receive a defective, damaged, or incorrect item. We will assess the issue and work to resolve it as quickly as possible. Kindly note that any reported damage will first be evaluated to determine if it meets our criteria for a replacement. Damage to packaging alone does not qualify for a return or exchange.

Unfortunately, we cannot accept returns items from gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Any questions please contact us via the contact us page.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sylvania@sylvanianstorekeepers.com.