Our products are made by hand to order in our workshop in the UK. Lights can take between 3-4 weeks to arrive with you, although some items are in stock and can arrive faster. This is indicated against each product as you select your option. If you have specific requirements for delivery and would like to know if your order can be delivered sooner, please do contact us at [email protected]
Please read these service guidelines in conjunction with our Terms & Conditions.
The cost of a delivery is automatically calculated at the checkout, based on the total weight and value of the items purchased.
When you place an order we will send you an email confirming the details of the order and the approximate date of delivery. When the order has been dispatched from our workshop, the courier will contact you via email and give you a tracking number. On the morning of delivery, the courier will send you a text message (providing you added a telephone number to your order) or email, to inform you of your 1 hour delivery slot. You will have the option to reschedule delivery to a different date, leave the parcel with a neighbour or send to a local depot for collection. If you are unable to take delivery on the day it is your responsibility to liaise with the courier to re-arrange delivery.
Larger lights and multiple orders may be delivered to you by a private courier, possibly on a pallet. Before the order is dispatched a member of our customer service team will contact you either via email or telephone to confirm the date of delivery. If requested, we will contact you on the day of delivery to give you an estimated time slot. If you are not in on the day of delivery and our driver is unable to deliver your order we may charge you the cost of the failed delivery and the cost of re-delivery.
If after a failed delivery to you, you do not re-arrange delivery or collect the products from a depot, we will contact you for further instructions and may charge you for storage costs and any further delivery costs.
Alternatively you can collect your order for free from our workshop/showroom at Unit 10 Semley Industrial, Station Road, Semley, Shaftesbury, Dorset SP7 9AN. If you choose this option you will receive an email from us confirming when your order is ready for collection.
Currently we ship only within the UK. Items that are being sent abroad after Sylvie has delivered to the customer within the UK must be checked and any damages raised with Sylvie prior to shipping. Sylvie cannot accept liability for damages once shipped on by the customer.
We hope you are delighted with your purchase from Sylvie UK Limited. However, if you would like to return any items or your purchase is unsuitable (certain restrictions apply, see our Terms & Conditions), you can return your purchases within 14 days for a full refund. So long as the goods are unused, still in their original packaging and in a fully re-saleable condition, we are happy to provide a refund or exchange. The delivery charge is non-refundable.
Sale items and made-to-order items such as those in a bespoke size or colour are not returnable.
This cancellation policy does not affect your statutory rights.
– Notify us at [email protected], and we will reply attaching a returns form and address label.
– Repackage the goods in their original packaging, enclosing the completed returns form.
– Fix the address label to the package and return to us by mail or the courier service of your choice. For high value items you should consider using a trackable delivery service or taking out shipping insurance.
– Once we have received and inspected your return, we will notify you by email. As long as the goods are unused and in fully re-saleable condition, we will refund the original credit card used for the purchase, or offer an exchange or replacement. Please note: Refunds can take up to 10 working days to be received following receipt of the goods.
We advise you to check your purchase as soon as it is delivered. In the unlikely event that your order arrives damaged, please email [email protected] or call 01747 448500 immediately. We will then arrange for a collection of the goods and organise a replacement to be sent out to you as soon as possible.
IN THE BEGINNING WAS OUR NEVER-DIMINISHING JOY OF WORKING WITH WOOD,
WHICH WE CRAFTED INTO UNIQUE DESIGNS WITH GORGEOUS METALS
AND WITH THE FLICK OF A SWITCH DECLARED
‘LET THERE BE SYLVIE’