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Returns & Exchanges

Please see the return guidelines listed below to see if purchased items are eligible for a return. We offer free 30-day returns for all customers in the US, Canada,France, UK, Australia, and Germany. Shipping fees are non-refundable. Please note that a return shipping fee of $20 is charged for returns shipped from the EU and $30 for all other countries. These return shipping fees are deducted from the refund amount. The return window starts from the day the shipment is delivered/picked up.

 

CANCELLATION


We accept order cancellations before product processing. If the order is cancelled by that time, you will get a full refund.
If the product has already been shipped out, we will unfortunately be unable to cancel the order.

TO QUALIFY FOR A RETURN

  • Items must be in their original condition without signs of wear or damage
  • Items returned by mail must be in all original packaging (tags, box, and pouch included)
  • Items marked “Final Sale” cannot be returned/exchanged
  • No individual item of a set can be returned for refund, store credit and/or size exchange, and must be returned as a complete set.


ALL BELOW ITEMS ARE NON-RETURNABLE

  • Engraved and monogrammed products
  • Earrings used to pierce during a piercing appointment
  • Gift cards
  • Jewelry Care Kit


HOW TO RETURN AN ITEM OR AN ENTIRE ORDER?

Step 1: Please contact our Customer service team to start the return process with the following information:
• Order number
• Proof of purchase
• Video or photo of the faulty product


Step 2: Insert your receipt, along with the items, back into the original packaging.

Step 3: Fill out all three copies of the Returns Pro-Forma Invoice Form. Insert all copies in the transparent envelope and attach it to the package without closing it. These documents are required for customs, so please be sure to complete all 3 copies.

Step 4: Turn package over to the courier, after the courier has checked the return shipment, please close the package securely.


REFUND


In case of a return, your refund will be credited to the original payment method. Shipping costs will not be refunded by SYLPH in case of returns.

Once your package reaches us, please allow 30 days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. When your return has been accepted, your refund will be issued and you will receive a confirmation email. (Usually you will receive your refund within 7-10 business days)

RETURN/EXCHANGE ADDRESS


31/F., TOWER TWO, TIMES SQUARE 1 MATHESON STREET CAUSEWAY BAY, HONG KONG, HONG KONG ISLAND, HONG KONG SAR, CHINA


We’re available to support you via email customerservice@sylphsylph.com

Service Tel: (+852) 5487 3361

We strive to respond to your questions within 24 hours.