Customer Dispute Resolution

Sylwena aims to resolve order, delivery, product, payment, return and refund concerns fairly and promptly. This process does not limit any mandatory consumer rights.

How to open a dispute

Email support@sylwena.com with your order number, the item involved, a clear description of the issue and the resolution you are requesting. Include photographs, tracking information or other relevant documents where appropriate. Do not send full payment-card details, passwords or government identification unless specifically required through a secure verification process.

Acknowledgement and review

We aim to acknowledge a complete dispute request within 2 business days. We review the order record, product listing, payment status, tracking information and any evidence provided. If more information is needed, we will explain what is required.

Resolution timeframe

We aim to provide a substantive response within 5 business days after receiving the information reasonably needed for review. Carrier investigations, payment-provider reviews or other third-party processes can require additional time; if so, we will provide an update rather than close the request without explanation.

Available resolutions

Depending on the facts and applicable policy, a resolution may include information or troubleshooting, cancellation before fulfilment, replacement, return authorization, a partial or full refund, correction of an attributable error, or a reasoned explanation when the requested remedy is not available.

Escalation

If you disagree with the initial outcome, reply to the same email thread and request escalation. Identify the part of the decision you dispute and provide any additional evidence. A different support review will reconsider the available records and respond in writing.

Chargebacks and external rights

We encourage customers to contact us first so we can investigate directly. This process does not prevent you from contacting your payment provider or exercising non-waivable rights under applicable law.

Contact

Email: support@sylwena.com
Telephone: +86 178 5644 5258
Customer Support: Available 24 hours a day, 7 days a week.