Shipping policy

Last updated: 24/07/26

Order Processing

All orders are processed within 1-2 working days (Monday to Friday, excluding public holidays). Orders placed after [4pm] SGT or over the weekend will begin processing on the next working day.

During sale periods and product launches, processing may take slightly longer. We will notify you by email if there is any delay to your order.

Delivery Times

Estimated delivery times once your order has been dispatched:

  • Singapore: [2-5] working days

    • Delivery times are estimates, not guarantees. They begin from the date of dispatch, not the date of purchase, and may be affected by customs clearance, courier delays, weather or public holidays.

    Shipping Rates

    Shipping is free

    Tracking Your Order

    Once your order has been dispatched, you will receive a confirmation email containing your tracking number and a link to follow your parcel.

    Please allow up to [48] hours for tracking information to become active. If your tracking has not updated after [7] working days, contact us at (soporte.sylvara@gmail.com) and we will look into it.

    Multiple Shipments

    Orders containing several items may be dispatched separately and arrive on different dates. You will receive separate tracking information for each parcel. You will never be charged more than once for shipping.

    Incorrect or Incomplete Addresses

    Please check your delivery address carefully before completing your order. We can only amend an address before the order has been dispatched.

    If a parcel is returned to us because of an incorrect or incomplete address, we will contact you to arrange redelivery. A second shipping charge may apply.

    Failed or Unclaimed Deliveries

    If you are not available to receive your parcel, the courier will leave a notice with instructions for collection or redelivery. Parcels that remain unclaimed and are returned to us will be refunded less the original shipping cost.

    Delayed or Lost Parcels

    If your parcel has not arrived within [X] working days of the estimated delivery date, please contact us at [tu email] with your order number. We will open an investigation with the courier.

    Please note that couriers may require up to [X] working days to complete an investigation before a parcel is formally declared lost. Once confirmed, we will send a replacement or issue a full refund, whichever you prefer.

    Damaged Parcels

    If your order arrives damaged, contact us at [tu email] within 48 hours of delivery with your order number and photographs of both the packaging and the item. We will arrange a replacement or refund at no cost to you.

    Questions

    For any questions about this policy or your delivery, write to us at (soporte.sylvara@gmail.com) and we will reply within 48 working hours.