Returns Policy

Returns

  • Under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to return your order if it does not suit. You need to email us at sylviejeanstrathaven@gmail.com within 7 days to tell us you plan to do this. You are not covered to return goods without formalising this in writing to us.

  • Thereafter, goods must be returned to us within 14 days of receiving them. Products must be returned unused, in saleable condition and with all labels intact. Please note that we will not accept underwear as a return. 

  • Please note that you must cover the cost of returning the products.

  • It's recommended that you use a reputable courier and can track the service. It may also be in your interest to insure the items as you are liable for them until we have taken formal receipt of the goods. Please keep all proof of shipping.

 

Exchanges

  • You can exchange your product depending on stock availability. This will carry no delivery charge for the first exchange on an order. Thereafter, the standard shipping cost will apply.

  • If you wish to exchange your goods please make your request to us via email again to: sylviejeanstrathaven@gmail.com.

  • If you are merely swapping the size or replacing with another product of the same price, your replacement item will be shipped once we have received the original product back in the aforementioned condition.

  • If you are swapping for a less expensive item we will refund the balance between the two items and ship once we have received the original product back in the aforementioned condition.

  • If you are swapping for a more expensive item we will send you an email or SMS to authorise the charge for the balance between the two items and ship once we have received the original product back in the aforementioned condition.

  • As part of our Covid-19 policy, any returns are quarantined using the guidance from the Scottish Government.

Faulty items

  • Our products are checked rigorously pre shipping but if you are not satisfied with the quality or notice something that has escaped our quality inspection please notify us via email: sylviejeanstrathaven@gmail.com.

  • Faulty goods are classified as goods that have an obvious fault, are not fit for purpose or exhibit a manufacturing fault within a six month period of time after receipt of goods. We have the right to attempt to repair the item or replace it (if available), and if these options are not possible then the customer is entitled to a refund.

  • Please note, items that are damaged as a result of normal wear and tear are not classified as faulty. Care instructions must be followed as some garments will need tlc.

 

Shipping
  • Sylvie Jean will rarely ship your products same day. We take a slow(er) logistics approach to minimise courier trips to our store and reduce carbon footprint. If you need an item in a hurry please contact us and we can see what we can do. You should not be waiting more than 3-5 working days for your item.

  • We charge £5.95 for UK Mainland Shipping for orders under £75 and shipping is free over £75.

  • We also offer a free click and collect service. 

Privacy

This site is operated by Sylvie Jean Limited. We are registered in Scotland and our VAT number is 331030370.  We will do all we can to protect your data in accordance with the Data Protection Act 1998 and General Data Protection Regulation 2016.

When you use the site, we or our third party providers may collect, process and store the following data about you. We use Wix and the type of data they may collect will include technical data such as:

  • The Internet protocol (IP) address used to connect your computer to the Internet, login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform; URL data, the products you viewed or searched for; what you added to your cart; purchases you made; page response times and page interaction information (such as scrolling, clicks, and mouse-overs).

  • Our website uses cookies to collect information and identify you from other users of our site. It will also store your preferences and this helps us to improve our website.

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There is also data that you give to us. This may include your name, delivery address, billing address, email address, phone number, date of birth, product selections and financial and credit card or other payment information. We will use this data to: 

 

  • To process new orders

  • To verify identity and payment details

  • To verify your name and address for delivery

  • To provide information about products that may be of interest based upon previous browsing or purchasing criterion. You can unsubscribe from this type of activity at any time by selecting ‘unsubscribe’ at the bottom of the marketing contact in question or emailing us on sylviejeanstrathaven@gmail.com at any time.

  • To respond to your active queries or contact you regarding your order

  • To help us improve our web offering

You may also provide additional information when you search for a product, sign up to become a member of our site or to receive emails.

 

Sharing of information with our third parties will be limited to our business partners. Instances will include:

  • Customer details will be accessible to Wix as our website partner

  • If required to make improvements to our site or rectify technical issues

  • To measure effectiveness of the advertising we use and to improve your customer experience with us

  • As part of our effort to keep our site secure

  • Payment processing partners in order to verify or process orders

  • To ensure compliance with our regulatory and statutory obligations

  • Delivery information will be shared with couriers and logistics companies where applicable

  • Provision of data sets to our advertising partners. This data will not be identifiable but more demographic and buying behavioural and will help us to create more specifically targeted marketing activity.

We will not hold on to any personal information for any longer than is reasonable for the purposes noted above. We will also retain your personal data as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

Our website uses SSL level technology. Whilst transmission of information over the internet is not totally secure, we will do all we can to safeguard your data and protect you as our customer.

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