FAQS
Orders & Delivery
How long will my order take to arrive?
Orders are processed within 1-2 working days. Estimated delivery is 2-5 working days island-wide. You will receive a tracking number by email as soon as your order leaves our warehouse.
How much does delivery cost?
Delivery is free.
Can I track my order?
Yes. We will email you a tracking link once your order has been dispatched. If more than 10 working days have passed and you have not received it, please write to us at (soporte.sylvara@gmail.com).
Products
Are your products suitable for sensitive skin?
Most of our formulations are developed for all skin types. That said, we recommend reviewing the full ingredient list on each product page and doing a patch test on a small area before first use.
How do I know which product is right for me?
Each product page lists the recommended skin type and routine. If you are unsure, write to us at (soporte.sylvara@gmail.com) and we will help you choose.
How should I store my products?
Given Singapore's humidity, we recommend storing your products in a cool, dry place away from direct sunlight. Avoid leaving them in bathrooms with poor ventilation.
Returns & Refunds
What is your returns policy?
We accept returns within [15] days of delivery. Items must be unused, unopened and in their original packaging. For hygiene reasons, cosmetic products whose seal has been broken cannot be returned.
How do I start a return?
Write to us at soporte.sylvara@gmail.com with your order number and the reason for the return. We will send you instructions within 2-3 hours.
When will I receive my refund?
Once we have received and inspected the item, your refund will be processed within 3-4 working days to your original payment method.
What if my order arrives damaged or incorrect?
Write to us at (soporte.sylvara@gmail.com) with a photo of the item and your order number within 48 hours of delivery, and we will resolve it at no cost to you.
Payment
What payment methods do you accept?
We accept [credit and debit cards, PayNow, PayPal, Apple Pay, Google Pay, GrabPay, Atome...]. All payments are processed through a secure, encrypted connection.
Are prices inclusive of GST?
[All prices displayed are inclusive of GST. / Prices are exclusive of GST, which is calculated at checkout.]
Is it safe to shop with Sylvara?
Yes. Our store uses SSL encryption and we never store your card details at any point.
Contact
How can I contact you?
Write to us at (soporte.sylvara@gmail.com) and we will reply within 9am-5pm working hours.