Exchange or return an article
Right of withdrawal: customers have up to fourteen (14) days to let us know that they have changed their mind and wish to return, at their own expense, the item(s) they do not want anymore.
Please note that, according to the Law, business partners are not entitled to this right.
IMPORTANT NOTICE : in accordance to Article L 121-20-2 from the Consumption Code, the right of withdrawal is not valid for personalised orders.
How to get a Return Label
It is simple but mandatory. Parcels that do not have this Return Label will auitomatically be refused upon arrival.
Please contact our customer service by email in order to start a return procedure: or by phone at (+33) 4 37 23 68 94, Monday to Friday from 9:00am to 12:00pm and from 2:00pm to 5:30pm (UTC+1:00).
Every return request will be given an authorisation code and a Return Label. Please print the label and stick it to the parcel. Make sure it is perfectly visible and readable by the carrier. The label will be available in the section "My Account > Orders History"
How to return an article?
After receiving your authorisation code, you have up to 10 working days to return the item(s).
Before returning your parcel, please follow these few steps:
- - The item must be returned in its original packaging, complete and untouched.
- - The label has to be stuck on the outside of the parcel.
- - Ship the parcel with tracked mail to the following address:
6 allée Barthélémy Thimonnier
ZI le Chapotin
We will send you a notification by email upon arrival of your return in our offices. We will also give you a lead time for the shipment of your replacement or your refund.
PLEASE NOTE: only the items returned in their original packaging, complete, intact and in perfect condition for resale will be accepted.
If the item’s packaging has been packed in another box for safety purposes during transportation it is mandatory that you do the same when you return it. Any article that would be damaged (or its packaging) will not be replaced or refunded.
You may choose between refund or replacement for the article.
REMINDER: personalised products can’t be replaced or refunded.
The refund will be made with the same payment method used by the customer for the order’s transaction. It may take up to 30 days upon reception of the return for the refund to be made.
Specific case: I haven’t received the right article
You have just received your parcel and the article is not the one ordered.
You have up to 14 days upon reception to let us know about our mistake by email ator by phone at (+33) 4 37 23 68 94, Monday to Friday from 9:00am to 12:00pm and from 2:00pm to 5:30pm (UTC+1:00).
Customer service will be able to confirm the mistake and will send you a return label that you will stick on the parcel and return it. SYLVOË SAS will take care of the return fees and will pay for the shipment of the right article.
The item must be returned in its original packaging, complete, intact and in perfect condition for resale. If the item’s packaging has been packed in another box for safety purposes during transportation it is mandatory that you do the same when you return it. Any article that would be damaged (or its packaging) will not be replaced or refunded.