Free shipping, Returns, and exchanges

Return Policy

We offer FREE GROUND SHIPPING on all domestic orders. 

Orders typically ship within 1-2 business days from our New York warehouse, 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.

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.

RETURN/EXCHANGE POLICY

Returns

After purchasing your new Sylven New York shoes, please try them on for size and fit on a clean and carpeted surface until you are sure they are perfect for you. To be eligible for a return, your item must be unused and in the original packaging. 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 regardless of size. Items marked 50% or greater are always considered final sale.

For our U.S. customers we now include a pre-paid return label with your order. Simply adhere to the outside of the box and drop-off at the appropriate courier.

Please note: There is a $10 restocking fee if you use the pre-paid return label provided.

  • Carefully repack the shoes you wish to return in their original box.
  • Affix the prepaid label to the box.
  • Bring the box to the shipping carrier on the label (UPS).

Refunds

We will refund all unworn shoes (sale merchandise included) if returned within the 14 day window and in pristine condition with the original packaging. 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 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

If you would like to exchange a product, please return the original item(s) using the included prepaid label. You will be issued a full refund and will then be able to place a new order to secure your new item(s). You may also reach out to founders@sylvennewyork.com for any questions or assistance.

Please note: There is a $10 restocking fee if you use the pre-paid return label provided.

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.