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How do I change displayed currency?

On syllere it is convenient to understand the pricing, because you can easily change the currency on our website. This is very simple:
  1. In the upper right corner of the site, click on the alphabetic code of the currency.
  2. Select the currency in which you want to see the prices.

How can I order?

Place an order is very simple:
  1. Select a product. Choose its option (color, size, configuration)out of the seller´s selection.
  2. Click on the "Add to Card" button to add the item to the cart
  3. In the card, select the number of items. (The default is 1. The maximum is 20.)
  4. Enter the full shipping address (including the zip code and apartment number), personal details, phone number, your e-mail.
  5. Check the entered data and confirm it. 
  6. Pay for the order in any way convenient for you
  7. And voilà!



How to enter the delivery address correctly?

The accuracy of the address you enter determines the speed of your order's delivery.
  • We strongly recommend that you write the address with the apartment or house number (if you live in a house).
  • Some customers write the address of the post mail. This is a bit risky, since without an apartment / house number, a delivery notice cannot be given to the recipient. Please, write your home address carefully:)
In what language should I input my delivery address?

You can input your delivery address in your own language.

Fees & Taxes

syllere delivery is absolutely free, however your parcel may be subject to VAT, customs duties or taxes, depending on the law regulations of the country in which you live.

IMPORTANT: these types of extra costs are covered by the customer.

If you are not sure whether you will be charged extra or not, please contact the Customs of your country.

What payment methods does syllere accept?

syllere accepts two payment methods:
  • credit cards;
  • Paypal.
Unfortunately, payment from your mobile phone account and payment by cash on delivery are currently unavailable.

You do not have to worry about the safety of your payment information -- making purchases on syllere is not only easy, but also safe! We make sure that all of the information transmitted through syllere is encrypted and securely protected.

When will my order be shipped?

If your order has a 'Confirmed' status, then the seller is already preparing it for shipment.

We give sellers 12* days to send the parcel and provide us with a tracking number. If 12* days have already passed and the order is still in the 'Confirmed' status, please contact our Customer Support to request a refund.

You can do this by clicking the chat button in the upper right corner.

* Some orders may have increased fulfillment times - for example, orders made with Chinese merchants on or after January 18th. We thank you for your patience and will do our best to ship your items quickly as soon as it's possible.

Are the goods sent separately or together?

Even if you ordered goods from one seller, he may send them at different times and in different packages.

Why?
  • The goods may be stored in different warehouses, which are located in different parts of the country.
  • Perhaps one of the items is in stock, so it's sent immediately, and the other is temporarily out of stock.
You can tell if the goods are shipped in one package or not by the same tracking number.

Where is my order now?

You can find out where your order is in the syllere app.
  1. Go to My Orders.
  2. Select the item you want to track to open the order information.
  3. Click "Show more" to see the tracking number and the package's journey from China to you.

I cannot track my order!

If the tracking number does not work, do not worry.

In some cases, sellers use "virtual" tracking numbers that operate only in China and are no longer recognized by the postal services as soon as the parcel crosses the border. Despite this, the goods will arrive at your post office intact.

If 100 days have passed since the purchase, and the goods have not made it to the post office, please leave us a request for a refund!

How do I request a refund for non-delivery?
  1. Go to My Orders.
  2. Select an order that was not delivered within 100 days.
  3. In the order card, click "No". A new window opens, in which you will be asked to enter your e-mail address.
  4. After you do this, syllere's Customer Support will receive your request for a refund and process it within 24 hours.

I accidentally marked my order as delivered!

Did you mistakenly mark the goods as delivered? No worries!
  1. If 100 days have not passed since the order was placed, your package is still on the way. An erroneous status will not affect its delivery in any way.
  2. If it has been 100 days since the moment of placing the order, but you have not received it , please, contact our Customer Support, explain your situation and request a refund for non-delivery.

The money-back guarantee in case of delivery is outside of our time commitment

We give sellers and postal services 100 days to deliver you the parcel. If 100 days have passed since the moment of placing the order, and the goods have not arrived at your post office, please leave a request so we can process a refund.

When will I get the money?

The money will be returned to the account from which you paid within 14 days after the order changes its status to "Refunded."

Can my request be refused?

Yes, it may be refused if more than 115 days have passed since the moment of placing your order and the warranty period has already expired.

IMPORTANT: If you are afraid to miss the end of the warranty period, make sure that you enable push notifications in the app settings! We send reminders on the 100th day after placing the order.

In addition, the warranty period is indicated in the order card, which you can find on the website in your profile.

How can I leave a request for a refund?
  1. Go to "My orders".
  2. Select an order that was not delivered within 100 days.
  3. In the order card, click "No". A window appears in which you will be asked to enter your email address.
  4. After you do this, a refund request will be sent to our Customer Support..

The product quality is very low! What should I do?

If you received a defective product (torn, broken), please, contact our Customer Support! We will analyse the situation and decide on a partial or full refund.

How do I send a support request?
  1. Go to My Orders.
  2. Choose the order that you are not satisfied with
  3. Click on the "Question by order" button in the order card, and then on the chat button in the upper right corner to start a chat with the support team.
  4. Describe the product you received and attach photo proof of your dispute.
IMPORTANT: Quality claims are accepted within 30 days after you receive the goods.

IMPORTANT: Our Customer Support agent may ask you to provide additional evidence, such as photos or videos.

Can my refund request be denied?

Yes, if:
  • more than 30 days have passed since the goods were delivered;
  • the quality of the goods corresponds to the description provided by the seller;
  • The defect of the goods cannot be identified on the provided photos / videos;
  • photos are air-brushed.
When will I get money back?

The money will be returned to the account from which you paid, within 14 days after the order changes its status to "Refunded."

The goods did not arrive complete or the wrong product arrived

Unfortunately, sometimes sellers make mistakes: they send goods of the wrong color or of the wrong size. If this is the case, please, contact our Customer Support! We will review the situation and proceed with a partial or full refund.

How do I send a support request?
  1. Go to My Orders.
  2. Choose the order with which you are not satisfied.
  3. Click on the "Question by order" button in the order card, and then on the chat button in the upper right corner to start a chat with Customer Support.
  4. Describe the product you received and attach proof - a photo.
IMPORTANT: Claims are accepted within 30 days after you receive the goods.

IMPORTANT: Customer Support agents may request additional evidence, such as photos or video of the product, as well as a photograph of the parcel showing its weight and tracking number

Can my refund request be denied?

Yes, if:
  • more than 30 days have passed since the goods were delivered to you;
  • you made a mistake and indicated an incorrect color or size when placing an order;
  • the difference between what you ordered and what you received cannot be seen on the provided photos/videos;
  • photos are air-brushed.
When will I get the money back?

The money will be returned to the account from which you paid, within 14 days after the order status is changed to "Refunded."

I want to return my order

If you don't like your ordered item, or it did'nt fit, you can return it within 30 days after delivery.

How to return the item?
  1. Contact our Customer Support. Please, provide the order number for the item you want to return and the reason.
  2. Our Customer Support agent will send you the address of the seller that you need to return the goods to.
  3. After you send the goods to the seller, please, provide the parcel tracking number and a photo of the receipt to our Customer Support.
  4. Our Customer Support will proceed with the refund.
IMPORTANT: syllere does not cover the cost of shipping the goods back to the seller in China.

How to contact Customer Support?
  1. Go to My Orders.
  2. Select the item you would like to send back to the merchant.
  3. Click on the "Question by order" button in the order card, and then on the chat button in the upper right corner to start a chat with the Customer Support.
  4. Describe your situation and ask for the seller's address.
Can my refund request be denied?

Yes, if:
  • more than 30 days have passed since the goods were delivered to you;
  • you sent the goods without having received the seller's address from our Customer Service;
  • you weren't able to provide a valid tracking number.
When will I get my money back?

The money will be returned to the account from which you paid, within 14 days after the order changes its status to "Refunded."

I haven't received my refund

If the status of your order is "Refunded", then the refund from syllere has been procedeed. The money will be credited to your account within 14 calendar days.

Why does it take so long?

We are used to think that payments on the card are instant, but this is not always the case. When you buy goods in a store, the bank immediately blocks the purchase amount on your account and sends an SMS-message about the charge, but in reality the money is transferred to the seller in a few hours or even days.

Therefore, the reverse process - the return of money to the client - also takes time.

If 14 days have passed, but you still did not receive a sms-notification of a refund, please check the detailed statement of your account for the return date + 14 days.

If there is no data of the refund in the detailed statement, please, contact our Customer Support and provide us with the said statement so that we could analyse the issue. Thank you!
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