FREQUENTLY ASKED QUESTIONS
If your question isn't listed and you still require help, please contact us on
info@mysvelte.co.uk
How long does it take to process my order?
Each order takes around 2-3 days to process and package. (Please note we do not ship on Sundays)
If you have placed an order during our busiest periods such as release days, sales or public holidays, orders can take 5-7 working days to process
How do I know which size is right for me?
To find your perfect fit, please refer to our size chart on each product page. We recommend measuring yourself and comparing your measurements to our size chart. If you are between sizes, consider the fit of the garment (e.g., loose or fitted) and choose accordingly.
What materials are your clothes made from?
We use a variety of high-quality materials, including 100% cotton, organic cotton, polyester blends, and sustainable fabrics such as recycled polyester.
What payment methods do you accept?
We accept all major credit and debit cards, including Visa, MasterCard, American Express, and Discover. We also accept payments via PayPal, Apple Pay, Google Pay, Klarna, Clearpay and Afterpay (where applicable).
Can I modify or cancel my order after it has been placed?
We start processing orders as soon as they are placed to ensure quick delivery. If you need to modify or cancel your order, please contact our customer service team immediately. We will do our best to accommodate your request, but we cannot guarantee changes or cancellations once the order has been processed.
How long will it take to receive my order?
Each order takes around 2-3 days to process and package. (Please note we do not ship on Sundays)
If you have placed an order during our busiest periods such as release days, sales or public holidays, orders can take 5-7 working days to process
Delivery times vary based on your location and the shipping method chosen. UK shipping typically takes 1 business day. International orders may take 10-15 business days, depending on customs processing times.
Do you accept returns?
Yes, we do! We accept returns on full priced items if a request is made via the returns portal within 14 days of shipping. Please note, we cannot accept returns outside of the 14 days, and they will be sent back to you. We also advise you check our full refund policy from our site help pages.
How do i request a return ?
To request a refund please for this by contacting us within 14 days of receiving your order. Please note, if the return is requested after the 14 days your item will be refused.
Do you provide return shipping labels ?
Unfortunately, we don't currently offer return shipping labels and all return shipping costs will be the responsibility of the customer.
How soon will I receive my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to the original method of payment. Payments can take up to 7-10 working days to clear through the bank.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to the original method of payment. Payments can take up to 7-10 working days to clear through the bank.
What items can be returned ?
We accept returns on most items, but there are some exceptions. The following items are eligible for return:
Full Priced Items: Any regular-priced item that is unworn, unwashed, and in its original condition with all tags attached can be returned within 30 days of purchase.
Non-Defective Items: Items that are not defective but do not meet your expectations in terms of fit, style, or color can be returned as long as they meet the return conditions.
However, the following items are not eligible for return:
Final Sale Items: Items marked as "Final Sale" are not eligible for return, exchange, or refund.
Underwear and Swimwear: For hygiene reasons, underwear and swimwear are not eligible for return unless they are unworn, unwashed, and in their original packaging with the hygiene strip intact.
Gift Cards: Gift cards cannot be returned or redeemed for cash.
Worn, Washed, or Damaged Items: Items that have been worn, washed, altered, or damaged in any way are not eligible for return.
If you are unsure whether your item is eligible for return, please check our Returns & Exchanges policy or contact our customer service team for assistance. We’re here to help!
Full Priced Items: Any regular-priced item that is unworn, unwashed, and in its original condition with all tags attached can be returned within 30 days of purchase.
Non-Defective Items: Items that are not defective but do not meet your expectations in terms of fit, style, or color can be returned as long as they meet the return conditions.
However, the following items are not eligible for return:
Final Sale Items: Items marked as "Final Sale" are not eligible for return, exchange, or refund.
Underwear and Swimwear: For hygiene reasons, underwear and swimwear are not eligible for return unless they are unworn, unwashed, and in their original packaging with the hygiene strip intact.
Gift Cards: Gift cards cannot be returned or redeemed for cash.
Worn, Washed, or Damaged Items: Items that have been worn, washed, altered, or damaged in any way are not eligible for return.
If you are unsure whether your item is eligible for return, please check our Returns & Exchanges policy or contact our customer service team for assistance. We’re here to help!
What should I do if I receive a defective or incorrect item?
We apologize for any inconvenience caused. If you receive a defective or incorrect item, please contact our customer service team within 7 days of receiving your order. Provide your order number, a photo of the defective or incorrect item, and a description of the issue. We will resolve the issue as quickly as possible.
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. You can use this tracking number on the carrier's website to track your order. If you have any issues with tracking, please contact our customer service team.
Do you offer gift cards?
Yes, we offer digital gift cards in various denominations. Gift cards can be purchased on our website and are sent via email to the recipient. They can be used on any future purchases and do not expire.
How can I contact customer service?
Our customer service team is here to help! You can reach us via email at info@mysvelte.co.uk, or through our live chat feature on the website. Our team is available Monday through Friday, 9 AM to 8 PM
Yes, we offer digital gift cards in various denominations. Gift cards can be purchased on our website and are sent via email to the recipient. They can be used on any future purchases and do not expire.
How can I contact customer service?
Our customer service team is here to help! You can reach us via email at info@mysvelte.co.uk, or through our live chat feature on the website. Our team is available Monday through Friday, 9 AM to 8 PM
How much does shipping cost?
Shipping costs vary depending on your location and the shipping method selected at checkout. For shipping rates, please see our Shipping Policy page.
Shipping costs vary depending on your location and the shipping method selected at checkout. For shipping rates, please see our Shipping Policy page.
Do you ship internationally?
Yes, we ship to select countries worldwide. Please check our Shipping Policy page for a list of countries we ship to and additional information on international shipping rates and delivery times.
Yes, we ship to select countries worldwide. Please check our Shipping Policy page for a list of countries we ship to and additional information on international shipping rates and delivery times.
Does your shipping include import taxes and duties ?
No, our shipping costs do not include import taxes and duties. These charges vary by country and are determined by your local customs authority. When your order arrives in your country, you may be required to pay additional fees for customs clearance. We recommend checking with your local customs office for more information about import taxes and duties specific to your location.
If you have any questions or need further assistance, our customer service team is here to help!
Are your products sustainable or eco-friendly?
We are committed to sustainability and ethical practices. Many of our products are made from organic, recycled, or sustainable materials.
How do I care for my clothing?
Generally, we recommend washing clothes in cold water and hanging them to dry to extend the life of the fabric and reduce environmental impact.