FAQS
What is Sylphline?
Sylphline is an online beauty destination bringing together makeup, skincare, fragrance, hair and body care, beauty tools and other personal beauty essentials.
Our collection is designed around different routines, styles and ways of expressing beauty rather than one single aesthetic.
Do I need an account to place an order?
No. You can place an order as a guest.
Creating an account can make it easier to review your order history and manage your shopping experience, but an account is not required to purchase from Sylphline.
What payment methods do you accept?
Available payment methods are shown during checkout and may vary depending on your country or region.
Depending on availability, these may include major debit and credit cards, PayPal, Klarna and other payment options supported through our checkout.
The payment method shown at checkout is the method available for your specific order.
What currency will I be charged in?
Sylphline supports customers in multiple countries and regions.
Prices may be displayed in a local or selected currency depending on your location and website settings.
The final currency and amount shown during checkout are the amounts that apply to your order.
If your bank or payment provider performs a currency conversion, it may use its own exchange rate or apply additional fees.
How long does it take to process my order?
Orders normally require up to approximately 72 hours for payment verification, fulfillment preparation, quality checks and packaging.
Processing time is separate from shipping time.
During weekends, public holidays, major promotions or unusually busy periods, processing may take slightly longer.
How long does delivery take?
Estimated standard delivery times after dispatch are generally:
United States & Canada: approximately 2–4 weeks
Australia & New Zealand: approximately 2–4 weeks
United Kingdom & Europe: approximately 2–4 weeks
Other supported destinations: approximately 2–5 weeks
These are estimates rather than guaranteed delivery dates.
Customs, weather, local postal services, remote locations and seasonal demand can affect delivery times.
Why did I receive only part of my order?
This can be completely normal.
Sylphline products may be fulfilled from different warehouse or fulfillment locations. If products from the same order are stored separately, your order may be divided into two or more packages.
The packages may have different tracking numbers and may arrive on different days.
How do I track my order?
When tracking becomes available, tracking information will normally be provided after your order has been dispatched.
Please note that a tracking number may take several days to begin displaying movement after it is created.
You can also use a tracking service such as 17TRACK to follow your shipment.
My tracking has not updated. Is my package lost?
Not necessarily.
International tracking can temporarily stop updating while a parcel is moving between countries, awaiting customs clearance or being transferred between carriers.
If your order is significantly outside the estimated delivery period, contact us at:
We can review the tracking information available to us.
Can I change my shipping address after placing an order?
Contact us as soon as possible if you notice a mistake.
We recommend contacting:
within 24 hours of placing your order.
We will make reasonable efforts to update the information, but once an order has entered fulfillment or has shipped, changes may no longer be possible.
Can I cancel my order?
If you would like to request a cancellation, contact us as soon as possible at:
We cannot guarantee cancellation once an order has entered processing or fulfillment.
If the order has already shipped, the applicable Return & Refund Policy will apply instead.
What should I do if an item arrives damaged or incorrect?
Please contact us within 14 days of delivery.
Email:
Please include:
Your order number
A description of the problem
Clear photographs of the product
Photographs of the packaging where relevant
If the issue is confirmed, we will provide an appropriate solution, which may include a replacement or refund. Your current policy already uses a 14-day reporting period for damaged products.
What if something is missing from my order?
First check whether your order was divided into multiple shipments, as different items may arrive separately.
If all tracking numbers show delivery and an item is still missing, contact:
Please include your order number and the name of the missing product.
Can I return a product if I change my mind?
Eligible products may generally be returned within 30 days after delivery, subject to the conditions in our Return & Refund Policy.
Contact us before sending anything back:
Do not return a product directly to an address printed on the original parcel unless our customer care team has specifically instructed you to do so. Your existing return page currently uses a 30-day return window.
Can I return opened makeup or skincare?
Because cosmetics, skincare and personal-care items can be hygiene-sensitive, products that have been opened, tested, applied or used may not qualify for a change-of-mind return.
This does not affect your rights if a product is damaged, defective, incorrect or where applicable consumer law provides additional rights.
Please contact us before returning any beauty or personal-care product.
The shade looks different from the website. Is that a defect?
We make reasonable efforts to represent colours and finishes accurately.
However, cosmetic shades can appear different depending on:
Screen brightness
Display calibration
Photography and lighting
Your natural skin tone
The surrounding colours and environment
A small difference between the colour shown online and the physical product does not automatically mean the product is defective.
If the item is unused and otherwise eligible for return, you may still contact us regarding a change-of-mind return.
How should I choose beauty products for sensitive skin?
Skin and individual sensitivities vary.
Before using a skincare, cosmetic or personal-care product, review the product information and ingredient list where available.
If you know that you are sensitive to particular ingredients, check the product carefully before use.
For products you have not used before, following appropriate patch-testing guidance may also be helpful where relevant.
Sylphline product information is provided for shopping and general beauty purposes and is not medical advice.
Do you offer Subscribe & Save?
Some products may occasionally be available through a recurring Subscribe & Save option.
If a subscription is available, the recurring price and delivery frequency will be displayed before you subscribe.
You can cancel an eligible subscription before the next order is processed using the available subscription-management method or by contacting:
Cancelling a subscription does not automatically cancel an order that has already been charged or entered fulfillment.
Will I have to pay customs duties or import taxes?
International shipments may be subject to customs duties, import taxes or local processing fees.
Unless these charges are clearly collected during checkout, they may be charged separately by the destination country and may be the responsibility of the recipient.
Customs processing can also affect delivery times.
Do you offer free shipping?
Shipping offers may change from time to time.
If free shipping is available for your destination or order value, the applicable offer will be displayed on the website or during checkout.
The shipping method and any charge shown at checkout will apply to your order.
这一条我特意没有写死具体金额，因为你目前 Shipping 页面顶部显示的是 “Free shipping on orders over $40”；如果以后你把门槛改成 $30、$50 或取消活动，就不需要重新修改 FAQ。
Are my payment details secure?
Payments are processed through the secure checkout and payment services used by Sylphline.
Complete card details are generally handled by the relevant payment processor rather than being manually stored or processed by Sylphline.
For more information about how personal information is handled, please review our Privacy Policy.
How can I contact Sylphline?
For questions about an order, product, shipping, return or website experience, contact:
When contacting us about an existing order, please include your order number so we can assist you more efficiently.
Still have a question?
We want your experience with Sylphline to feel clear from browsing to delivery.
If you cannot find the answer you need in our FAQs or store policies, contact our customer care team at: