Refund policy

Returns & Refunds

The Effortless™ Guarantee — 30 days, or your money back.

We want you to love your Sylvie Aurelle piece. If it's not right, you have 30 days from the day it arrives to send it back. Here's exactly how it works.

Your 30-day guarantee

You have 30 days from delivery to request a return — more than the law requires, because we'd rather you shopped with confidence.

How to start a return

Email hello@sylvieaurelle.co.uk with your order number, and we'll reply with the return address and simple instructions. Please don't post anything back before you hear from us — returns need to reach the right address to be refunded.

Condition

Items must come back unworn, unwashed and in their original condition, with tags attached. We can only refund items that reach us in resaleable condition.

Your refund

Once we receive and check your item, we'll refund it to your original payment method within 5–10 business days. Your bank may take a little longer to display it.

Return postage

For change-of-mind returns, you arrange and pay return postage. We recommend a tracked service — we can't refund items that don't reach us.

Delivery charges

• Within 14 days of delivery (your statutory right, below): we refund the item price plus the standard delivery charge you paid.
• From day 15 to day 30 (our goodwill guarantee): we refund the item price; the original delivery charge is not refunded.

Your statutory right to cancel (UK)

If you're in the UK, the Consumer Contracts Regulations 2013 give you the right to cancel your order within 14 days of receiving it, for any reason. Tell us within those 14 days, return the item within 14 days of telling us, and we'll refund the item price and the standard delivery charge. You cover return postage. Our 30-day guarantee sits on top of this and never reduces your legal rights.

Faulty, damaged or incorrect items

If something arrives faulty, damaged or not as described, we'll put it right at no cost to you — we cover return postage and refund or replace in full. This is in addition to your statutory rights under the Consumer Rights Act 2015.

Hygiene items & free gifts

For hygiene reasons, intimate items such as adhesive bras — including any received free as part of a bundle — can only be returned if unopened and unused. If you return a bundle that included a free gift, please return the gift too, or its value may be deducted from your refund.

Exchanges

Prefer a different size or colour? The quickest way is to return your item for a refund and place a new order, so you're not waiting on stock.

Questions?

Email hello@sylvieaurelle.co.uk and we'll be happy to help.

Sylvie Aurelle is a trading name of Phoenix Foundry Global Ltd, registered in England and Wales (company no. 17306271), 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ.