Refund and Returns Policy

Last updated: October 02, 2025

Sylvaape designs and builds solid-wood furniture—and Sylvaape stands behind every piece. If something misses the mark, this page explains—in plain language—how Sylvaape will fix it. This policy applies to orders delivered in the United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, and Portugal. Because Sylvaape also sells apparel, clothing-specific notes appear where relevant.

Policy overview

  • 30-day window: Submit a return request within 30 days of delivery.

  • Sylvaape’s responsibility: If the issue is on Sylvaape (e.g., carrier damage, manufacturing defect, wrong item), Sylvaape covers return shipping with a prepaid label or a scheduled pickup.

  • Change of mind: If returning due to size/fit, color, style, or preference, the return freight is customer-paid.

  • Refund timing: After the item arrives and passes inspection, Sylvaape issues a refund within 7 business days to the original payment method. For eligible international returns to the countries above, no re-import fees apply when instructions are followed and Sylvaape’s labels are used.

  • Apparel note: Size-related apparel returns are accepted within 30 days when items are unworn, unwashed, with original tags/labels attached, and returned in the original polybag or box.

  • Proof of purchase: Provide the order number or the email/phone used at checkout to start any return.

General conditions for returns (what must be true)

Furniture

  • Item is new, unused, unassembled, and unmodified.

  • Evidence of use—scratches, dents, stains, odors, pet hair, or alterations (drilled holes, touch-ups, refinishing, installed/leveled bases)—makes the item ineligible for change-of-mind returns.

  • Keep all original packaging (foam inserts, corner guards, hardware packs, tools, manuals, accessories). If anything is missing, re-pack with equivalent protection so the item is safe in transit.

  • Items that are fully assembled, installed, glued, or modified aren’t returnable unless Sylvaape verifies a defect or transit damage.

  • Sylvaape furniture is intended for indoor residential/studio use.

  • Large items may require a pallet pickup or liftgate; Sylvaape will confirm instructions.

  • Do not tape parts directly to finished wood—use foam or thick protective padding.

Apparel & small goods

  • Apparel must be unworn, unwashed, unaltered, with hygiene liners (if any) intact, and all tags/dust bags/accessories included.

  • Shoes must be tried on indoors only and returned in the original shoe box placed inside a protective outer carton.

  • For hygiene reasons, underwear, swimwear, and pierced jewelry (e.g., earrings) are not returnable once seals/tags are removed or packaging is opened, unless defective.

Natural wood note

  • Solid wood naturally varies in grain, tone, and small knots. These variations are not defects and do not qualify as damage or mis-manufacture.

All conditions above apply in every covered country listed at the top.

When Sylvaape is responsible (damage, defect, or wrong item)

If an item arrives damaged, has a manufacturing defect, or doesn’t match the model/size/finish ordered, Sylvaape will make it right.

Examples

  • Transit damage: crushed corners, cracked top, chipped finish.

  • Manufacturing issues: parts don’t align, top won’t sit flat, unstable base, hardware won’t seat.

  • Apparel issues: stitching defects, broken zipper, wrong size/color sent.

What Sylvaape does

  • Return shipping is free, and Sylvaape arranges a pickup where available in all covered countries.

  • Choose a replacement (subject to stock/lead time) or a full refund.

  • If a shipping fee was paid at checkout, Sylvaape refunds that fee as well.

  • For minor issues, Sylvaape may resolve faster with a replacement part, a furniture touch-up kit, or a replacement garment—Sylvaape will recommend the quickest route.

Returns at customer request (change of mind)

If the item doesn’t suit the space, finish, or fit, request a return within 30 days, provided it’s unused and in the original packaging.

  • Return freight is customer-paid and is not refundable.

  • After inspection confirms the item is complete and in new condition, Sylvaape refunds the product price.

  • Any original outbound shipping paid is not refunded for change-of-mind returns.

  • Apparel note: For size exchanges, see Exchanges below. Items with removed tags, wear, odors, or makeup/deodorant marks will not pass inspection and may be returned to you.

Items that cannot be returned

  • Gift cards (digital or physical)

  • Final-sale/clearance items

  • Any item that is used, assembled, installed, modified, or refinished

  • Custom or made-to-order furniture—including non-standard sizes, special edges, custom stains/finishes, inlays/carvings, or non-standard base specs—unless defective or damaged on arrival

  • Hygiene-sensitive apparel once opened or tried on (e.g., underwear, swimwear, pierced jewelry) unless defective

Bundle note: If an order included a promotional bundle or free gift, all items must be returned, or Sylvaape may deduct the pro-rated value of missing items from the refund.

How to start a return (step-by-step, no jargon)

  1. Contact within 30 days of delivery: email [email protected] or use the Contact form. Include the order number and a brief description of the issue or reason for return.

  2. If damaged/defective: contact within 72 hours of delivery and attach clear photos or a short video of the outer box, inner packing, and affected areas. For apparel defects, include photos of the defect and attached tags.

  3. Response time: Sylvaape replies within 1–2 business days with next steps. If covered by Sylvaape, a prepaid label (parcel/apparel) or a freight pickup (large items) is provided, along with packing instructions.

  4. Return address: Sylvaape Returns Department, 1870 Collins Ave, Abilene, TX 79603.

  5. Hand-off deadline: Prepaid labels and freight authorizations typically expire in 10 calendar days. Please hand the parcel to the carrier or be available for pickup within that window.

Packing tips—furniture

  • Secure tops/bases so they cannot move inside the box.

  • Reuse original foam and corner guards when possible.

  • Bag all hardware and tools; tape the bag to a fixed point so it doesn’t shift.

  • If the original carton is missing, use a new heavy-duty box or pallet crate with thick padding on all sides; seal every edge with strong packing tape.

  • For freight items, Sylvaape will confirm if a pallet is required and provide bill-of-lading (BOL) details.

Packing tips—apparel

  • Place garments back in the original polybag or dust bag, fold neatly, and include all accessories/tags.

  • Put presentation boxes (e.g., shoe boxes) inside a protective outer carton.

  • Do not ship shoes or garments in display packaging alone.

Refund timing & method (what to expect)

  • After the return arrives and passes inspection, Sylvaape processes the refund within 7 business days to the original payment method (USD; major cards and PayPal).

  • Prefer store credit? Tell Sylvaape when starting the return.

  • Your bank/card issuer may take up to 7 additional business days to post funds.

  • Refunds for international orders are in USD; any currency conversion differences are determined by your bank/PayPal.

Inspection checklist

  • Correct model/size/finish

  • All parts & hardware (furniture) or tags & accessories (apparel) present

  • No signs of use or modification

  • Adequate packing so no new damage occurred during return transit

If parts are missing or packing was insufficient and the item is damaged on the way back, Sylvaape may reduce the refund to cover repairs/replacement, or offer return-to-sender at your cost.

Exchanges (another simple option)

  • Need a different size or finish? Request an exchange within 30 days.

  • Exchanges follow the same rules as returns: change-of-mind = customer-paid; Sylvaape-fault = Sylvaape-paid.

  • Furniture exchanges ship after the original is received and passes inspection.

  • Apparel exchanges depend on stock. Want it faster? Place a new order now; Sylvaape will refund the first order after its return clears inspection.

Restocking fees

None. When a return meets this policy and passes inspection, Sylvaape returns the full refundable amount.

Refused deliveries & undeliverable packages

  • If a shipment is refused without contacting Sylvaape first and the carrier does not confirm damage, it may be treated as a change-of-mind return. Actual return freight, carrier storage, and any address correction/re-route fees may be deducted from the refund.

  • If a package is marked undeliverable due to an incorrect address or missed appointments, Sylvaape can help re-ship (extra freight may apply) or process a return under the rules above.

  • For high-value furniture freight, an adult (18+) must be present at pickup/delivery.

Taxes & duties on returns (international orders)

For eligible international returns from the countries listed at the top, Sylvaape handles re-import paperwork and does not charge re-import fees when instructions are followed and Sylvaape’s labels are used. If a self-arranged courier is used without approval, you may be responsible for duties, VAT/GST, brokerage, customs return processing, and any loss/damage during transit.

Order processing & shipping times (for reference)

Most orders are prepared to ship within 1–2 business days (Mon–Fri, U.S. public holidays excluded). Typical transit after dispatch is 6–8 business days to the U.S. & Canada, 7–9 business days to Europe & the UK (United Kingdom, France, Germany, Spain, Italy, Belgium, Portugal), and 9–10 business days to Australia. Orders confirmed before 2:00 PM CST usually begin processing the same business day; later orders start the next business day.
For full details on carriers, tracking, and delivery options, see Sylvaape’s Shipping Policy.

Apparel note: Apparel-only orders generally move faster than furniture and may arrive earlier than the baseline windows above (destination and network capacity dependent).

Contact Sylvaape — the team is here to help.

Address: 1870 Collins Ave, Abilene, TX 79603

Email: [email protected]

Support Time: Mon–Sun: 8:00 AM-5:00 PM CST

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