Shipping & Delivery

Order processing

Orders are normally processed and dispatched within 3 business days after payment confirmation. Business days exclude weekends and public holidays.

Delivery estimate

Estimated transit time is 5–15 business days after dispatch and does not include processing time. Delivery dates are estimates, not guarantees.

Destinations and shipping rates

We intend to serve Shopify-supported destinations across Europe and North America, plus China, Hong Kong, Singapore, Japan, Taiwan and South Korea, subject to the destination being available at checkout. Shipping is calculated from the discounted merchandise subtotal before tax and shipping: orders below USD 36 are charged USD 6; orders of USD 36 or more receive free shipping.

Tracking and addresses

Tracking is sent when available. Review the recipient name, street, unit, city, postal code, country, email and phone before submitting an order. Contact us promptly if a correction is needed; changes cannot be guaranteed after fulfilment begins.

Customs

International orders may incur duties, taxes, brokerage or customs charges imposed by the destination. Unless checkout states otherwise, these charges are the recipient's responsibility.

Lost parcels

Email support@sylwena.com with the order number, tracking number and delivery details. We will investigate with the carrier. After the carrier confirms that a parcel is lost, Sylwena will dispatch a replacement at no additional cost within 3 business days.

Delays and damage

Natural disasters, severe weather, disease outbreaks, public-health events and other causes outside reasonable control can delay delivery; we do not promise a fixed arrival date or automatic compensation for those events. Where a delay is caused by an attributable operational error by Sylwena or a logistics partner, we will consider appropriate compensation or another reasonable remedy without limiting mandatory consumer rights. For damage, preserve the item and packaging and send clear photographs.

Business and contact information

Sylwena is operated by Beijing Kendingying International Trade Co., Ltd. (北京肯定盈国际贸易有限公司).
Unified Social Credit Code: 91110112MAKF9NK9X3
Registered address: Room 508, 5th Floor, Building 4, Courtyard 8, Hujiafa Village, Tongzhou District, Beijing, China
Telephone: +86 178 5644 5258
Email: support@sylwena.com

The registered address is not the return address. Customers must request return authorization before sending goods.

Customer Support: Available 24 hours a day, 7 days a week.