Returns
At Sylviaspace.com, we are dedicated to the satisfaction of our clients. If you do not like the majority of the products on our website, you can return them in 30 days for a refund (in new, uninstalled state and original packaging).
We do not accept returns after 30 days. However, products (excluding bulbs) are covered by our two-year manufacturer's warranty. In order to qualify for a refund, the returned products must be in their original packaging and in new/unused state. If you have already installed the product, you can't return it. Custom products also do not qualify for refund.
How do I make a return?
1. Please email us to let us know you need to return the product
Please provide the following information in your email:
- The order number you placed
- Information about the product you are returning
- Including product name, SKU, or link to the product's website
- The reason for your return (whether you want a refund or a replacement item)
Example 1: Order#1001 - Codena Chain Tassel Chandelier - Refund
My order number is Order#1001 and I purchased the Codena Chain Tassel Chandelier from your website, I don't like the style and would like a full refund, please help me process my refund.
Example 2: Order#1001 - Codena Chain Tassel Chandelier Change - Change
My order number is Order#1001, I purchased Codena Chain Tassel Chandelier from your website, I don't like this style, I would like to change to another style, please help me process my exchange.
Note: The above is for reference only, the specific reasons vary from person to person, but our professional customer service staff will reply to your email within 24 hours of receiving your email and process your refund or exchange for you.
2. Process your return
Our customer service staff will help you process your return or exchange within 24 hours of receiving your email.
3. Packaging
Please make sure the product is in its original, unused, undamaged, original packaging. Make sure all parts of all returned products are completely sealed in their original packaging, including all original packing materials. If it is not in this condition, we are sorry to say that we will not accept refunds.
4.Shipping
Before shipping, please take photos of the inside and outside of the package as a record to prove that the product is indeed in its original condition. We strongly recommend that you return the product using an insured, traceable shipping method. For shipping, you can choose your own shipping company to send the product back to us. If you choose "Signature Required" for your shipment, please make sure that the freight forwarder allows us to sign the back of the notification form so that they can reship the product without any problems.
NOTE:
- If it's a quality issue, you need to pay the shipping fee upfront, we will refund the return shipping fee you paid and the product fee you paid at the store after confirming the issue.
- If it's a non-product quality reason for returning the product, such as you don't like it or the product doesn't fit into your space, in this case, the customer needs to mail the product to our warehouse at their own expense, and we will deduct the shipping fee we paid upfront from the refund (we will send the email to You will send the proof of payment of the shipping fee we paid in advance), besides, there is no other cost.
After the returned product arrives
- If it is a product without any problem, please take a picture of the receipt with the tracking number and send it to support@sylviaspace.com.
- If you receive a damaged product, please take a picture of the receipt with the tracking number and details of the damage and send it to support@sylviaspace.com.
- After the returned product arrives, we will check if it is in good condition within 7 working days, if the product is in good condition, we will refund or replace it. If the product is not in perfect condition, then we apologize that we will not be able to issue a refund.
Refunds
We will process your refund within 7 working days after we have received the returned product and checked that there is nothing wrong with the product, we will send you a refund confirmation email if the refund is successful, please contact us in advance if you are no longer using your original card.
In addition, we will merge your previous payment channels and refund you in the same way. Refunds will take 7-10 days to arrive. If you want your refund faster, you can contact your local bank service.
NOTE:We have to get back the goods before we can get a refund. If, for whatever reason, we do not receive the goods, for example, if the customer refuses to return the goods, or if the buyer does not accept the package, which leads to the destruction of the parcel, we will not be able to make a refund.
Exchanges
Defective, Damaged, Mis-shipped, Lost Items:
- If you receive a defective, damaged or wrongly shipped item, please email us to let us know you need to replace the complete product. We will receive your replacement product by email, we will solve the problem for you within 24 hours, and the replacement product will be delivered in 9-14 natural days.
- As for the lost items, please also email us to let us know, we will solve the problem for you within 24 hours of receiving your email, and the replacement products will be delivered in 9-14 natural days.
Cancellation of orders
If you need to cancel your order, please let us know in advance by email that you need to cancel your order before it is shipped, and we will cancel your order for you within 24 hours of receiving your email. Orders can be canceled before the product is shipped.
We will send you an order shipment confirmation email before shipping, if you do not receive the order shipment confirmation email, then the order can be canceled.
However, if the product has already been shipped, we can not cancel, if it has been shipped and you still want to cancel, then you can only wait for the goods to arrive and then ship the product to us. The return shipping method you can choose by yourself, and you need to provide us with a picture of the package intact, after the shipment and then provide us with a traceable shipping order number, we will confirm the product is intact within 7 working days of receiving the package, we will help you to cancel the order to return your payment and refund the shipping fee you paid.
If you have any questions, problems or suggestions regarding your order or our website, please feel free to contact us. We will get back to you as soon as possible.
Contact information
Email:
support@sylviaspace.com
Phone:
+1 (281) 657-5109
Open Hours:
Mon-Sun: 7 x 24