Frequently Asked Questions - sylvaniangroup.co.uk

This section of the site has been designed to answer users’ most of the commonly asked questioned to aid their overall customer experience.

Track & Trace

You can monitor the progress of your order through the Royal Mail’s on-line Track and Trace service 24 hours a day by clicking here, or visiting www.royalmail.co.uk

We aim to process all orders within seven working days. However, for more information on delivery / shipping times, please click here.

Discrepancy With An Order

Missing Item
If you believe an item you have ordered is missing, please refer to Track & Trace on the home page and follow the instructions. All orders are sent using Royal Mail (for all orders within the British Isles).

In some cases, a missing order may be the direct result of either a political, weather-bound or logistic circumstance beyond our control. In the unlikely event that one of these impedes the delivery of one or more items, you are advised to notify Customer Services at customerservices@sylvaniangroup.co.uk at the earliest opportunity.

Due to varying item availability, some items may be shipped separately when you place an order for multiple items. You will not charged extra for split shipments.

If your order arrives, but you still have questions about missing contents from your order, please complete the below Help Form and we will look into the discrepancy within three working days. Please note the all orders are security sealed for your peace of mind.

An Item Is Damaged or Defective
We are committed to your buyer satisfaction. Therefore, if you receive a damaged or defective item, you can request a replacement item (like or like) by emailing returns@sylvaniangroup.co.uk. The replacement item (subject to availability) will be sent to the original "shipping" address upon receipt of the original item.

To return or replace a damaged of defective item, you should place the item that you wish to return, along with all original packing materials and accessories, and forward to:

sylvanianroup.co.uk
Returns’ Centre
18 Rosemount Point
Rosemount Avenue
West Byfleet
Surrey
KT14 6BD

Your consumer rights will only be affected if any returned items are found to be tampered with, or absent of their original packaging.

Product Availability

All stocked items will be processed and dispatched within seven working days, unless advised otherwise. You will be notified of any item that is not in stock and, subsequently, advised of the estimated dispatch date by email. Estimates are based on information provided to us by our suppliers and, therefore, does not serve as a guarantee.

Available For Pre-Order:
You may place an order for an item in advance of its release. Such items can normally be found listed in New Releases along with their expected release date. New product release dates are based on the manufacturer’s guidelines and may occasionally be subject to change.

We will always do our utmost to dispatch pre-ordered items to you as quickly as possible (subject to stock availability). In the event, however, that the manufacturer withdraws or recalls an item that has not already been delivered, you will be notified by email and advised of your consumer rights.

Changing A Delivery Address

Once your order has been prepared for dispatch or has been dispatched, we regret that we will be unable to change the delivery address. However, if you have not yet received a delivery / shipping confirmation email notification you can amend the details on-line by Login into your account from the home page.

Placing / Changing An Order

Ordering through sylvaniangroup.co.uk is safe and easy. You can browse the full Sylvanian Families’ product range on-line by using the Search function, or clicking on one or more of the product-specific links on the home page.

To make a purchase through sylvaniangroup.co.uk, you will first need to Register with the site. This process takes approximately one-minute and serves as your secure administration page for all product orders.

1. Add the Items to Your Shopping Cart
To place an order, locate the item and click the "Add To Cart" button underneath the product listing. Once you\'ve added an item to your Cart you can chose to buy and proceed to checkout, or buy and continue to shop on-line.

2. Proceed to Checkout
Take a moment to review all of the items that you\'ve placed in your Cart. You have the option to edit your Cart, should you wish to make any changes to your order. You can review the items shown in your Cart at anytime.

3. Sign In
Enter your User ID and Password. All passwords are case sensitive. If you have forgotten your User ID or Password, please click on one of ‘Forgotten Your User ID’ or ‘Forgotten Your Password’ to receive an email reminder prompt. For your added security, we do not hold a record of buyers’ financial details. To view your order history, please Login to your account.

4. Enter a Delivery / Shipping Address
Please state where you would like your order to be delivered / shipped to. This must be a residential or business address in the UK. We are not able to deliver to Postal Order (PO) Box addresses or locations classified as overseas. This includes Jersey, the Bailiwick of Guernsey (the “Channel Islands”) and the Isle of Man, which, although are part of the British Isles, are not part of the UK. The shipping charge for your order will be displayed on the order summary page just before you submit your order.

5. Payment
All orders must be prepaid before an order can be processed. All payments are processed securely through Paypal. Buyers are not required to have a Paypal account to order through sylvaniangroup.co.uk

6. Review / Submit Your Order
Before we process your order, you will be asked to check the accuracy of the information you have provided. Upon finalising your order, you will then receive a confirmation e-mail.

Returns And Refunds

We want you to be completely satisfied with your purchase. If for any reason you are not entirely satisfied with your order, we will refund the value of the item(s) supplied providing that you first notified us first in writing to refunds@sylvaniangroup.co.uk or

sylvanianroup.co.uk
Refunds Centre
18 Rosemount Point
Rosemount Avenue
West Byfleet
Surrey
KT14 6BD

All returns items should be received in perfect condition (as ‘New’) and in the original packaging. Proof of posting should be obtained from the respective service provider (i.e. Royal Mail), as we cannot be held responsible for any non-delivered items to our address without it. We are unable to refund postage costs.

Further information on returned good / refunds can be found within our Terms of Use

Ordering And Payment

Once registered with the site, placing an order through sylvaniangroup.co.uk is both secure and easy. Click on any item(s) that you wish to purchase and add to the Cart. After you have finished your selection, proceed to the Checkout, where you will be prompted for your card payment details through Paypal.

All prices are shown in pounds Sterling (GBP) and inclusive of Value Added Tax (VAT - 20%). We currently accept all major credit and debit cards through the secure Paypal payment system. We are unable to accept cheques, bankers’ drafts or take payment over the phone. We apologise for any inconvenience that this may cause.

Promotion Codes And Offers

From time to time, buyers may receive a promotional code to assist their future purchases through sylvaniangroup.co.uk. Such offers have no resale value and are subject to the usual terms and conditions.

To use, simply enter your promotional code at the Checkout of your next order.

My Details / Account

Once registered with sylvaniangroup.co.uk, you can access your account 24 hours a day through the Login prompt on the home page. This allows you to check your order history and modify your account details (incl. your contact details) at any anytime.

Privacy And Security

We are committed to safeguarding your information and ensuring we comply with the Data Protection Act 1998. In the interest of the security of information, we may carry out searches with credit reference agencies when you register with sylvaniangroup.co.uk. For more information, please read our privacy statement by clicking here.

Help Form Whilst every effort has been taken to answer customers’ most frequent questions, if you have a query or problem about a specific page or service that is not otherwise covered in this section, please complete the form below.
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