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Return and Shipping Policy

We offer complimentary ground shipping, returns, and exchanges on all domestic orders. Find more about our policies as outlined below.

Orders typically ship within 1-2 business days from our warehouse location, pending availability and credit verification. You will be contacted directly either by the email address or telephone number provided during checkout if there are any issues with your order.

  • Orders placed Monday – Friday before 2 p.m EST will begin processing that day. Orders placed after 2 p.m. EST will be processed on the next business day.
  • Orders placed on Friday after 2 p.m EST or over the weekend will begin processing on the following Monday or next business day.
  • We do not ship on the weekend or holidays.
  • Processing times may increase due to demand during promotional events.

Please note, during promotional events shipping charges may apply.

Once your order ships, please allow 5-7 business days for delivery as shipping times vary. Need your purchase in a hurry? We also offer expedited shipping options for an additional fee.

If you have questions about typical shipping times to your address, please email founders@sylvennewyork.com for more information.

If we are unable to complete your order for any reason, you will be notified via email within 5 business days.

Returns

To initiate a return, please send an email to founders@sylvennewyork.com with your order number, name, and item(s) you wish to return. We will promptly create a custom prepaid return shipping label which you will receive via e-mail for you to print and use to ship your items back to us.

To return your item(s):

  • Carefully repack your unworn shoes in their original box with all original packaging.
  • Affix your prepaid label to a plain shipping box containing your return.
  • Bring the box to the shipping carrier on the label (UPS) to send out.

To be eligible for a return, your item(s) must be completely unused/unworn and in perfect condition and with all the original packaging including all recycled paper, recycled cotton dust bags, and the original recycled shoe box. We recommend that once you receive your shipment, all items should be tried on a clean and carpeted surface until you are sure they are perfect for you.

Our policy lasts 14 days upon receipt of goods for full priced products and 7 days for items marked 20% off or greater. The package must be postmarked by the 14th day of receiving the goods for full priced products and 7th day for items marked 20% off or greater. If 14 or 7 days have gone by since the item was received, unfortunately we cannot offer you a refund or exchange.

Any item marked final sale on our website is not eligible for return, exchange or store credit.

Refunds

We will refund all unworn items (sale merchandise included) if items are returned within the specified timeframe and all items are in pristine condition with the original packaging as outlined.

Once your returned merchandise has been received by our facility, we will inspect and process all items, and once confirmed, a refund will be issued. You will receive an email notification that a refund has been issued, and you should expect funds to post back to your account within 3-5 business days from the time of the email notification.

If more than 14 days have gone by since receipt of goods, unfortunately, we cannot offer you a refund. Sylven New York reserves the right to deny any refund if the merchandise does not meet the return policy requirements.

Any item marked final sale on our website is not eligible for return, exchange or store credit regardless of size. Items marked 50% or greater are always considered final sale.

Exchanges

To initiate an exchange, please send an email to founders@sylvennewyork.com with your order number, name, and item(s) you wish to exchange. We will promptly create a custom prepaid return shipping label which you will receive via e-mail for you to print and use to ship your items back to us.

To exchange your item(s):

  • Carefully repack your unworn shoes in their original box with all original packaging.
  • Affix your prepaid label to a plain shipping box containing your return.
  • Bring the box to the shipping carrier on the label (UPS) to send out.

Once your returned merchandise is received and inspected by our facility, we will promptly ship out the exchanged merchandise. You will receive an email notification with new tracking information once your item has shipped.

Please note that in order to be eligible for an exchange, your original item(s) must be completely unused/unworn and in perfect condition and with all the original packaging including all recycled paper, recycled cotton dust bags, and the original recycled shoe box. We recommend that once you receive your shipment, all items should be tried on a clean and carpeted surface.

For any additional questions or assistance needed, please reach out to us at founders@sylvennewyork.com

PRE-ORDER TERMS AND CONDITIONS

We will do our best to ship pre-order products in accordance with their expected ship date. If this changes, we’ll do our best to let you know.

You are responsible for keeping your shipping and contact information up-to-date to ensure proper shipment of any pre-order products. Please email us at founders@sylvennewyork.com if you need to update any of this information.

You will be charged at time of placing a pre-order. If we’re unable to commence shipping three months from order placement, we’ll provide a full refund at your request.

INTERNATIONAL SHIPPING

For now, we only ship within the United States, but are always looking to expand our reach.

For any international shipping inquiries, please email founders@sylvennewyork.com and we will do our best to accommodate them.

CUSTOMER SERVICE

Have questions about fit, sizing, color, comfort, or simply a general inquiry? Please email founders@sylvennewyork.com with any customer service related questions and we will do our best to get back to you within 1-2 days.

Thank you for choosing Sylven New York! Your interest in our product means the world to us.