FULL-PRICED ITEMS

Full-priced items purchased online may be returned for an exchange, credit note or refund provided they are returned within 14 working days from delivery and fit the return criteria below. 

SALE ITEMS 

Sale purchases are eligible for an exchange within 7 working days of delivery. Sale items are not eligible for a refund or credit note unless faulty. In the case of receiving faulty sale items, please return them to us, and we will endeavour to resolve the situation as soon as possible.

RETURNS POLICY

• All return shipping costs back to Sylvester are the responsibility of the customer.
• Items must be returned via tracked post or courier to the return address below. Packages that are untracked or lost in transit are not the responsibility of Sylvester.
• All Sylvester stores are able to accept online returns however, refunds and credit notes cannot be directly processed in-store, and will be processed by our online customer care team by the following business day.
• Once the product has been received, it will undergo a quality control check to ensure the product has not been worn or washed and the tags are still in place, suitable for resale.
• Shoes must be returned with their original designer packaging and unworn. Shoes returned without their original box or bag will not be accepted.
• For hygiene reasons, we will only accept returns of swimwear/ lingerie if it is unworn, unwashed, and in original condition, suitable for resale. Please ensure all swimwear/ lingerie is tried on with underwear.
• If goods are eligible, they will then be processed according to the customer's return selection.
• All qualifying returns will be made within 7 working days of receipt of the items by Sylvester.
• We strongly advise customers to thoroughly check and try on any ordered product as soon as it is received to ensure satisfaction with the item/s purchased. 
• If you receive a faulty product, please notify customercare@sylvester.co.nz immediately, and we will look to remedy the situation.
• Sylvester will not refund or exchange products that have been damaged due to general wear and tear. Sylvester offers a complementary repairs service on any garment from any time or season. Pop into your closest Sylvester store and our team will talk you through your options.
• Items purchased through a Sylvester stockist must be returned directly to them.
  

ONLINE ORDER RETURNS - HOW TO:

1. Complete the returns form included in your order.
2. Place the item(s) and the returns form inside the original shipping packaging.
3. Close the packaging securely.
4. For international returns, please include 'Return for refund' on your customs form to ensure your order isn't delayed at customs.
5. Send your package to:

Provided the garment meets the above returns criteria, we offer refunds, exchanges or credit notes on all full-priced items for change-of-mind returns within 7 days of purchase. 

Sale items can be returned for an exchange provided they are returned within 7 days from purchase and fit the return criteria above.

All samples and second sales are final and cannot be returned due to a change of mind.

If you have any questions regarding your purchase or return, please email customercare@sylvester.co.nz