Frequently Asked Questions

Find answers to common questions about ordering, shipping, returns, payments, and our products.

Orders

How do I know that my order has been received?

After you place an order, you should receive an order confirmation email at the email address provided during checkout. If you do not see it, please check your spam or junk folder. If you still cannot find the confirmation, contact us at hello@syaivo-home.com.

Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order. We will try to accommodate your request, but changes or cancellations cannot be guaranteed once an order has entered processing or has been dispatched.

What if I entered the wrong delivery address?

Contact us immediately with your order number and the correct delivery address. We will try to update the address before processing, but changes cannot be guaranteed once the order has entered processing or has been dispatched.

Can items from the same order arrive in separate packages?

Yes. Some orders may be shipped from different fulfilment locations and can arrive in separate packages with separate tracking numbers. You will not be charged additional shipping fees because an order is divided into multiple packages.

Shipping & Delivery

Do you offer free shipping?

Yes. We offer Free Tracked Shipping to eligible addresses in the United Kingdom and the United States.

How long does order processing take?

Orders are normally processed within 1–2 business days, Monday to Friday. Orders placed after our cut-off time, during weekends, or on public holidays are processed on the next business day.

How long does delivery take?

Estimated delivery times after dispatch are:

• United Kingdom: 7–12 business days
• United States: 8–14 business days

Including processing time, the estimated total delivery time is:

• United Kingdom: 8–14 business days
• United States: 9–16 business days

Delivery may occasionally be affected by public holidays, carrier disruptions, customs procedures, severe weather, or an incorrect or incomplete delivery address.

How can I track my order?

Once your order has been dispatched, we will send you a shipping confirmation email containing your tracking number. You can use it on our Track Your Order page or through the carrier’s tracking service. Please allow up to 48 hours for tracking information to become active.

What should I do if my order is delayed?

Please check your tracking information first. If your order has not arrived within the estimated delivery period, contact us at hello@syaivo-home.com with your order number.

My package is marked as delivered, but I cannot find it. What should I do?

Please check around the delivery location, with members of your household, nearby neighbours, any designated safe place or local collection point, and the carrier using your tracking number. If the package is still missing, contact us as soon as possible.

Returns & Refunds

What is your return period?

Eligible products can be returned or exchanged within 30 days of delivery. Items must be unused, in their original condition and original packaging, and proof of purchase must be provided.

How do I start a return?

Email us at hello@syaivo-home.com before sending any item back. Please include your name, order number, the item you wish to return, the reason for the return, and photographs if the item is damaged or incorrect.

Where should I send my return?

Do not return an item to our business address without first receiving return instructions from our support team. The return address may depend on the product and fulfilment location.

Who pays for return shipping?

Return shipping costs depend on the reason for the return. Please review our Refund Policy for full details.

What if my item arrives damaged, defective, or incorrect?

Please contact us with your order number, a description of the issue, and clear photographs of the item, packaging, and shipping label. Keep the item and original packaging until we have reviewed your case.

How are refunds issued?

Approved refunds are processed back to the original payment method in accordance with our Refund Policy. Your bank or payment provider may require additional time to display the funds in your account.

Payments

Which payment methods do you accept?

The payment methods available to you are displayed during checkout and may include major credit or debit cards and supported express payment services.

Is my payment information secure?

Payments are processed through secure third-party payment providers. Syaivo Home does not store your full payment card details on our servers.

Which currency do you use?

Our store prices are displayed in GBP unless another currency is shown to you at checkout. Your bank or payment provider may apply its own currency conversion rate or fees.

Why was my payment declined?

Please check that your billing information is correct and that sufficient funds or credit are available. You can also try another payment method displayed at checkout or contact your bank or payment provider.

Products

How do I choose the correct size or variant?

Please review the product page carefully before ordering. Available sizes, colours, capacities, quantities, and other product variants are shown on the relevant product page.

Will product colours look exactly the same as they do on my screen?

We aim to represent product colours as accurately as possible, but colours may appear slightly different depending on your screen, device settings, lighting, and the product material.

Where can I find material and care information?

Where applicable, material, specification, care, and included-item information is provided on the relevant product page.

What if I need more product information?

Contact us at hello@syaivo-home.com and include the product name or a link to the product page.

Multi-Buy Offers

Do you offer multi-buy savings?

Selected products may be eligible for multi-buy savings. The applicable quantity, discount, and conditions are shown on the product page or during checkout.

How do I know the discount has been applied?

Any eligible discount will be shown before payment is completed.

Can multi-buy offers be combined with other promotions?

Whether promotions can be combined depends on the specific offer. Shopify will apply the eligible offer or combination available for your order at checkout.

Contact Us

If you need further assistance, please contact our customer support team:

Store Name: Syaivo Home
Email: hello@syaivo-home.com
Address: 203 Witan Gate, Milton Keynes MK9 2HP, UK
Phone: +44 7576 986296
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (GMT)

We aim to respond to emails within 24 hours on business days. Messages received during weekends or public holidays will be answered on the next business day.