Refund policy

Standard Returns

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. 

EU RIGHT OF WITHDRAWAL

If you are a consumer residing in the European Union, you may have a legal right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), takes physical possession of the goods.

To exercise your right of withdrawal, you may contact us by email at sylvania@sylvanianstorekeepers.com or use any withdrawal request form or withdrawal button made available on our website from the 17th July 2026. Please provide your name and order number so that we can identify your purchase.

Once we receive your withdrawal request, we will send you confirmation of receipt by email.

You must send the goods back to us without undue delay and no later than 14 days after notifying us of your decision to withdraw from the contract.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

EU Right of Withdrawal – Refund of Delivery Costs

If you exercise your right of withdrawal, we will reimburse all payments received from you, including the costs of delivery (except for any supplementary costs arising from your choice of a type of delivery other than the least expensive type of standard delivery offered by us). We will make the reimbursement without undue delay, and no later than 14 days after the day we receive back the goods from you, or (if earlier) 14 days after the day you provide evidence that you have returned the goods. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

Conformity of Goods (EU Customers)

If you are a consumer residing in the European Union, you are entitled to a legal guarantee of conformity for goods purchased from us.

Under EU law (Directive 2019/771/EU), goods must conform to the contract of sale. If goods are faulty, defective, or do not conform to the contract, you may be entitled to have them repaired or replaced free of charge, or, where appropriate, receive a price reduction or a full refund.

This statutory guarantee lasts for a minimum of two years from the date of delivery of the goods. These rights are provided by law and are in addition to, and do not affect, any commercial guarantee that we may offer.

The legal guarantee does not generally cover damage resulting from accidents, misuse, neglect, improper storage, modification, failure to follow care or usage instructions, or normal wear and tear arising from ordinary use of the product over time. Many of our products contain small and delicate components intended for normal play and display. Wear, cosmetic marks, loose joints, or damage resulting from excessive force, improper handling, accidental damage, or use inconsistent with the manufacturer's intended purpose are not considered manufacturing defects.

Where a conformity claim is made, we may request photographs or further information to assess the issue and determine the appropriate remedy.

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 14 calendar 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 calendar days have passed since we’ve approved your return, please contact us at sylvania@sylvanianstorekeepers.com.