Shipping policy

The shipping destinations available for a particular order are shown at checkout. If your location cannot be selected at checkout, we are currently unable to ship that order to your address.

Products in the same order may occasionally be shipped in separate packages or from different fulfillment locations. When this occurs, you may receive more than one tracking number. You will not be charged additional shipping fees solely because we divide an order into multiple shipments.

Estimated Delivery

Most orders are expected to arrive within three to seven (3–7) business days after shipment.

Delivery estimates begin when the carrier accepts the package, not when the order is placed. Estimated delivery dates are not guarantees. Actual delivery time may vary because of the destination, carrier capacity, customs processing, severe weather, public holidays, incorrect or incomplete addresses, local delivery conditions, or other events outside our reasonable control.

Shipping Charges

Orders with a merchandise subtotal of more than USD $50 qualify for free standard shipping unless otherwise stated during a specific promotion.

For orders with a merchandise subtotal of USD $50 or less, available shipping charges are calculated and displayed at checkout based on the destination and available delivery method.

Taxes, discounts, gift cards, and previously paid shipping charges do not count toward the free-shipping threshold unless stated otherwise. Any applicable shipping charge will be shown before the customer completes payment.

Order Tracking

After an order ships, we will send a shipping confirmation email containing the available tracking information. Tracking updates are provided by the carrier and may take up to 48 hours to appear after dispatch.

If tracking has not updated for several business days, please contact us at service@sylvovenbeauty.com with your order number.

Address Accuracy and Changes

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an error, contact service@sylvovenbeauty.com immediately and include your order number and corrected address. We will try to update the address before fulfillment, but we cannot guarantee changes after an order has been submitted or shipped.

Sylvoven is not responsible for delivery failures, delays, losses, or additional charges caused by an incorrect, incomplete, or outdated address supplied by the customer. If a package is returned to us as undeliverable, we will contact you about available reshipment or refund options. Additional shipping charges may apply.

Delayed Orders

If we learn that we cannot ship an order within the timeframe stated at purchase, we will notify the customer, provide an updated estimate where possible, and offer any cancellation or refund option required by applicable law.

Carrier delays after dispatch do not automatically qualify an order for a refund. However, we will assist the customer in requesting an investigation when appropriate.

Lost, Stolen, or Misdelivered Packages

If tracking shows no delivery and the estimated delivery window has passed, contact service@sylvovenbeauty.com with your order number so that we can review the shipment and, where appropriate, open a carrier investigation.

If tracking shows “delivered” but you cannot locate the package, please:

1. Confirm the shipping address in your order confirmation.
2. Check entrances, mail areas, secure parcel locations, and nearby areas.
3. Ask household members, neighbors, building staff, or the local carrier.
4. Contact us promptly if the package remains missing.

Sylvoven will review confirmed loss or misdelivery claims individually. Replacement or refund eligibility depends on the investigation, evidence available, carrier decision, and applicable law. We are not responsible for theft occurring after a carrier has correctly delivered a package to the address supplied by the customer, except where applicable law provides otherwise.

Damaged, Defective, or Incorrect Shipments

Please inspect your order promptly after delivery. If a product arrives damaged, defective, incorrect, or incomplete, contact service@sylvovenbeauty.com as soon as possible and provide:

- Your order number;
- A description of the issue; and
- Clear photos or video showing the product, packaging, shipping label, and damage or defect.

Our support team aims to respond within 24 hours. After verification, we may provide a replacement, refund, or another appropriate resolution at no additional cost, subject to applicable law.

Do not discard the product or original packaging until we have completed our review, as the carrier or fulfillment partner may require additional evidence.

International Orders, Customs, and Import Charges

International orders may be subject to customs review, import duties, taxes, brokerage fees, or other charges imposed by the destination country or local authorities. Unless the checkout expressly states that duties and taxes are included, these charges are the customer’s responsibility and are not controlled by Sylvoven.

Customs processing may delay delivery. Sylvoven is not responsible for delays caused by customs authorities.

If a customer refuses an international shipment because of customs charges, any refund will be determined after the package is returned to us and may be reduced by original shipping, return shipping, customs, brokerage, or other nonrecoverable costs, to the extent permitted by law.

Promotional Samples

Any free sample promotion is subject to availability and the terms shown on the Site at the time of purchase. Unless expressly stated otherwise, promotional samples have no cash value, cannot be exchanged, and are not independently eligible for a refund. A free sample may be substituted with a comparable sample or omitted if stock is unavailable.