Frequently Asked Questions
1. Shipping & Delivery
How long does shipping take? For pre-order items, the shipping date is indicated in the product description. We typically dispatch orders within 1-2 business days, though it may take a little longer during peak holiday seasons. Once your order is on its way, you’ll receive a shipping confirmation email containing your tracking details.
Do you ship internationally? Yes, we do! You can check the specific international shipping rates for your country calculated right at checkout. If your country isn't listed, feel free to reach out to our team, and we’ll check if we can arrange delivery for you!
Are there import duties for international orders? We are unable to determine whether import duties or customs fees will apply, as this depends on your local import laws. Sylvanmellow is not responsible for any customs taxes applied to your package. All fees imposed during or after shipping are the customer's responsibility.
2. Orders & Returns
Can I cancel or edit my order? We are unable to edit or cancel your order once it has been placed. Once confirmed, it immediately enters our processing system to ensure timely delivery. Please double-check your order details before completing your purchase.
What is your return policy? We want you to love your Sylvanmellow purchase! You can return eligible items within 14 days of delivery for a refund or exchange. Items must be in their original, unused condition with all tags attached.
What if my item arrives damaged or defective? If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos of the issue. We will gladly arrange a replacement or a full refund!
3. Product Care
How do I clean my bags and organizers?
- For Puffer Bags & Nylon Items: Spot clean only with mild soap and a damp cloth. Do not machine wash or tumble dry, as this may damage the fabric structure and filling.
- For Beach Bags & PVC Totes: Rinse with clean, lukewarm water to remove sand, salt, or chlorine after a trip to the beach or pool. Wipe gently with a soft cloth and air dry completely in the shade. Avoid harsh chemical cleaners and direct prolonged exposure to high heat.
- For Cosmetic Bags & Pouches: Spot clean the interior and exterior surfaces with a damp cloth and mild soap. Air dry naturally in a well-ventilated area.
Can I iron my bags? Do not iron our nylon puffer bags, beach totes, PVC bags, or cosmetic pouches, as high heat will melt or damage the materials.