Terms & Conditions

These are the Terms and Conditions that govern your purchase of Sylvie UK Limited products. They apply to the exclusion of any other terms and shall govern and be incorporated into every provision of products by us to you. Please read these terms carefully before you submit an order to us.

The Sylvie website is managed and operated by Sylvie UK Limited from our offices within England, and accordingly the laws of England & Wales govern claims relating to it, including the use of the website and the materials contained within it.

Sylvie UK Limited’s company registration number is 11242800 and our office and showroom is at Unit 10 Semley Industrial Estate, Station Road, Semley, Shaftesbury, Dorset SP7 9AN. You can contact us by telephone on +44 (0)1747 448500 or by email at [email protected] or by writing to us at the above address.





Products in the collection are our standard products which can either be viewed in our showroom or on our website at www.sylvie.co.uk. Our acceptance of your order will take place and a contract will come into existence for the purchase of a product from our collection on our sending to you an email confirming our acceptance of your order, or if you are ordering in person at our showroom, when payment is taken at the till.

It is your responsibility to check the order confirmation and to ensure all details are correct. If you think any of the information is wrong please contact us promptly to let us know by email at [email protected] or by telephone on 01747 448500.

If we are unable to accept or fulfil your order, we will inform you of this in writing or via telephone and will not charge you for the product. This might be because of unexpected limits on our resources which we could not reasonably plan for, unavailability of stock or raw materials, because the specification, design, measurements you have provided infringes a third party intellectual property right, because the design is not achievable and you do not make or agree to our making any reasonable modifications suggested by us, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

Almost all of our products are made to order and information about availability and lead times are available on our website.


Bespoke products are those products which are produced to your specifications including any product produced with a material chosen by you, or otherwise produced to your specification in any way. To place an order for bespoke products you will need to email us at [email protected], attaching or setting out your requested specifications. We will confirm acceptance of such choice to you in person by either countersigning an order form or sending you an email confirming the specifications, measurements or designs and confirming acceptance of the order. At that point a contract will come into existence on the terms of this agreement and to the exclusion of any prior correspondence or meeting between us to discuss the bespoke products.



As all of our products are handmade, there will be slight variations from product-to-product. The images of the products on our website are for illustrative purposes only. We will use reasonable efforts to depict accurately the products in our collection but they are by their nature unique and are handmade, so sizes, weights, colours, materials, capacities, dimensions and measurements indicated on our website or other materials may vary to the product that you receive.


Make sure your measurements are accurate. If we are making a bespoke product to measurements, sketches and/or designs you have given to us and/or using materials or swatches identified by you then it is your responsibility to ensure that these are correct. We have no liability for errors or defaults in bespoke products which are caused by the provision to us of erroneous specifications.

The design of all of our products is unique to us. If you supply to us any sketches, designs or drawings or other contribution to bespoke products, you grant to us an exclusive, perpetual, irremovable royalty-free licence to any intellectual property rights that may subsist in the contribution. As the contribution will be incorporated into one of our products we need to know that any contribution is original and will not infringe the rights of any third party. To protect us from any losses, damages, costs and expenses that we may suffer or incur you agree to indemnify us if any contribution infringes the intellectual property rights or other proprietary rights of any person.

We hope our bespoke products meet your expectations. However, we shall not be liable to you in respect of any actual or alleged defect in or dissatisfaction with any bespoke product that arises directly or indirectly from your choice of any specification, design, material, or any other requirement.

Once we have accepted your order for a bespoke product you will no longer be able to make any changes to it. However, if you have made a mistake in your order, and provided we have not commenced production of the product, we will try our best to accommodate any reasonable changes at our sole discretion. If it is possible we will let you know about any changes to the price of the bespoke product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change (for example if production has already commenced) or the consequences of making the change are unacceptable to you, you may want to end the contract (see below).

We may change any product to implement minor technical adjustments or as a result of unavailability of raw materials. We will try to minimise the impact of these changes. These changes will not affect your use of the product. These unavoidable changes do not give you any right to cancel any contract or reject any product.



Lights from our collection 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]

When you purchase your product from our website, our showroom, via telephone or via email we will provide you with a fixed shipping quote when you are placing the order. Until all delivery costs are paid we cannot dispatch the products.

Please check before purchase that an item can be delivered into the space you wish. This includes checking hallways and door frames throughout the property. If an item cannot be delivered it will be returned to our warehouse and a delivery return fee of up to £500 (depending on the size and delicate nature of the product in question) will be charged.

In order to keep your goods in the best condition possible during transit, they are carefully packaged to avoid damage. It is essential you keep the packaging until you are 100% satisfied with your order. If you wish to return your order for any reason we can only accept the products if returned in their original packaging. It also essential to keep the packaging until you are 100% satisfied with the order because in case of damage the delivery company will need to inspect the packaging.


The majority of our lights are sent by a courier such as DPD or UPS. As soon as the order is dispatched from our workshop the contact person and number you have supplied will be contacted by our delivery provider via email or SMS. The courier will send you a tracking number. If you are unable to take delivery on the day it is your responsibility to liaise with the courier to re-arrange delivery. We cannot be held liable for the non-delivery of products if the courier attempts to deliver the products and you are not available.

If your product is a larger light or a multiple order, or if your order is particularly delicate, it 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 the email address or contact number provided) 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 delivery 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 delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract (see Our Rights to End the Contract, below).

If you order products from our collection which show different lead times we may be able to dispatch part of the order for an additional charge.


For bespoke products we will notify you of the estimated delivery date when we start making or customising the product in our workshop. Given the bespoke nature of the products, you have agreed that any such date shall be an estimate and time shall not be of the essence to this agreement. If you need a bespoke product by a particular date then you must notify us and we and you must agree it as a specific exception.

We are not responsible for delays outside our control. If our supply of any products is delayed by an event outside of our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and, except for bespoke products for which production has commenced, receive a refund for any products in the collection you have paid for but not received. As bespoke products are made to your order we cannot agree to issue any refund but may be able to give to you a (partial) refund if we can resell the item within a reasonable period and to the extent we are able to recover the sale price.

A product will be your responsibility from the time we deliver the product to the address you gave us or you collect it from the delivery provider’s depot or our showroom. You own a product once we have received payment in full.

We may have to suspend the supply of a product to deal with technical problems or make minor technical changes, to update the product to reflect changes in relevant laws and regulatory requirements, or to make changes to the product as requested by you or notified by us to you.

We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to and you still do not make payment within 5 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. As well as suspending the products we can also charge you interest on your overdue payments. (See Price and Payment).



You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract. If you are ending a contract for a reason set out below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation in the form set out in How to End the Contract. The reasons are:

–  we have told you about an upcoming important change to the product or these terms which you do not agree to;

– we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

– there is a risk that supply of the products may be significantly delayed because of events outside our control (other than for bespoke products);

– we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or

– you have a legal right to end the contract because of something we have done wrong.

You can exercise the right to change your mind (Consumer Contracts Regulations 2013). For most products bought online or from a distance (such as via email or over the telephone) you have a legal right to change your mind within 14 days and receive a refund. You then have 28 days after delivery to return the product. If you have bought a bespoke product, you do not have a right to change your mind as the products have been manufactured to the specifications chosen by you.


If you bought a product from our collection from the website and you want to end the contract with us, please notify us with 14 days of the date received. Email us at [email protected] Please provide your name, home address, details of the order and, where available, your phone number and email address, or write to us Sylvie UK Limited, Unit 10 Semley Industrial Estate, Station Road, Semley, Shaftesbury, Dorset, including details of what you bought, when you ordered or received it and your name and address.

Products you are seeking to return should be unused, returned in their original packaging and in a fully re-saleable condition and cannot have been installed. It is your responsibility to ensure that the products received by us are in a new and undamaged condition. If we receive damaged products back to our workshop as a result of poor or inadequate packaging we have the right to refuse a refund or to discount the costs of repair or damage to the saleability.

To return your product, you should mail it to: Sylvie UK Limited, Unit 10 Semley Industrial Estate, Station Road, Semley, Shaftesbury, Dorset. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

We will pay the costs of return:

(a) if any product is faulty or mis-described; or

(b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

If you decide you do not want a replacement product we will refund you the price you paid for the products, less the original delivery charge, by the method you used for payment. We will make any refunds due to you as soon as possible and in any event within 14 days of receipt of the product.


We may end the contract for a product at any time by writing to you if:

– you do not make any payment to us when it is due and you still do not make payment within 5 days of us reminding you that payment is due;

– you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, sign off of any designs, measurements or specifications for a bespoke product; or

– you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.

If we end the contract in one of these situations we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs and expenses we have and will incur as a result of your breaking the contract.



Quality control procedures are in place to ensure all products sold are of consistent, high quality. However, if you receive a product that you deem to be substandard please contact us. On receiving the order, please check all items to ensure that any issues or breakages are reported to us within 48 hours. If you have any questions or complaints about the product, please contact us. You can telephone us on 01747 448500 or write to us at [email protected] or Unit 10 Semley Industrial Estate, Station Road, Semley, Shaftesbury Dorset SP7 9AN.

Wood veneer is a delicate material and should be handled with care. We recommend that customers take the time to read our care guidelines upon receiving a product. We cannot accept responsibility for damage to lights that are not used in the correct conditions or locations, or if the applicable care guidelines have not been followed.

Our lights are specified for indoor use only and should be used in ambient conditions and not subjected to damp or overly dry atmospheres. It is important that our products are stored or used in dry environments (if kept in storage, climate controlled storage is essential) to ensure the longevity. Failure to comply to care instructions and bulb wattage recommendations may result in warping, unravelling, staining and surface damage, for which Sylvie UK Limited cannot be held responsible. Sylvie UK Limited also accepts no responsibility for variations in pattern, colour, texture or dimensions inherent in those materials or for any subsequent deformation, splitting, crazing, discolouration or other defects caused by extremes of temperature, humidity, dampness or light.

You may have seen certain indoor products photographed or used in outdoor locations. This does not mean they are suitable for outdoor use. Please check the product description and specifications carefully before you buy them.

Please also be aware that as wood is a raw material the colour will mature over time, this is part of the natural beauty of the wood and will not be considered a defect.



The price of the product will be the price indicated on the website or communicated to you via email or orally when you place your order and will be in Pounds Sterling. It is a condition of this agreement that you shall pay for the products at the time of placing your order.

All prices include VAT @ 20%. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.

For any products ordered via our website when the price advertised is obviously incorrect (for example due to a technical error or a nominal price is advertised) we reserve the right to reject your order.

We accept payment via bank transfer and accept most major credit cards and debit cards or online via our payment partner Stripe.

If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 6% a year above the base lending rate of Lloyds Bank from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.



If you request any repairs to a product we have supplied as a result of fair wear and tear or damage you have caused, we will inspect the product and provide an estimation of costs for such repairs (where possible). If you have ordered a bespoke product, we cannot guarantee that we are able to replace any elements of the product but shall use reasonable endeavours to propose alternative solutions.

Any repairs that are not as a result of something where we are at fault shall be paid by you in advance of us undertaking any work. If you fail to make such payment, we are not obliged to start any repair work on the product.