联系信息

Thank you for visiting **SYLOREN**.

Whether you have questions about our customization process, need an update on your order, want to change your delivery information, or require shipping or after-sales support, we are here to help.

To help us handle your request as quickly as possible, please provide complete and accurate information when contacting us.

---

Customer Service Email

**[baiy85609@gmail.com](mailto:baiy85609@gmail.com)**

Email is our recommended primary contact method.

We generally respond within **1 to 3 business days** after receiving your message. Response times may be slightly longer during public holidays, promotional periods, or periods of high order volume.

Please check your spam, junk, or promotions folder to make sure you do not miss our reply.

---

Telephone

**+86 176 0873 9539**

Please call during our customer service hours.

As we serve customers worldwide, international calling charges may apply. Any such charges are determined by your telecommunications provider.

---

Customer Service Hours

**9:00 AM to 10:00 PM daily**

Time zone: **Hong Kong Time (UTC+8)**

Messages received outside our customer service hours will be handled as soon as possible during the next service period.

---

Order Inquiries

To ask about the status of your order, please include:

* Your order number;
* The name used to place the order;
* The email address used to place the order;
* The recipient’s name;
* A clear explanation of your question.

Recommended email subject:

**Order Inquiry – Order Number**

Example:

**Order Inquiry – SYL123456**

Providing complete information will help us locate and process your order more efficiently.

---

Changes to an Order

Please contact us as soon as possible if you need to change:

* A name or customized message;
* A date;
* A photograph or reference image;
* A color or design style;
* The frame size;
* The recipient’s name;
* The telephone number;
* The delivery address;
* The postal or ZIP code.

Because SYLOREN products are individually customized, an order may enter the design, material preparation, or production stage shortly after confirmation.

Order confirmation normally takes **1 to 2 business days**. Once production has started, certain customization details may no longer be changed, or additional charges may apply.

After an order has been dispatched, we generally cannot guarantee that the delivery address can be changed.

---

Submitting Customization Materials

If you need to provide additional photographs, wording, or other customization information by email, please include:

* Your order number;
* A description of the information you are adding or replacing;
* Clear original photographs or reference images;
* The correct name, date, or customized wording;
* Any relevant design instructions.

For the best production result, please provide clear, well-lit, unobstructed, high-resolution images wherever possible.

Please do not send identity documents, bank-card passwords, payment verification codes, or other unnecessary sensitive information that is unrelated to your order.

---

Order Processing Timeline

The estimated timeline for a customized SYLOREN order is:

**Order confirmation: 1 to 2 business days**
**Production: 3 to 5 business days**
**International shipping: 7 to 15 business days**
**Total estimated period: 25 to 30 calendar days**

These timelines are estimates under normal circumstances.

Time spent waiting for the customer to provide information, approve a design, or reply to communications is not included in the standard order-processing timeline.

Customs inspections, public holidays, severe weather, and other circumstances beyond our reasonable control may also affect delivery times.

---

Shipping Inquiries

After your order has been dispatched, we will make reasonable efforts to provide a tracking number by email or through the order page.

International tracking information may take **2 to 7 business days** to display its first update.

If tracking has not changed for an extended period, please include the following information in your email:

* Your order number;
* The tracking number;
* The recipient’s name;
* A screenshot of the current tracking status;
* The date on which you first noticed the issue.

Recommended email subject:

**Shipping Inquiry – Order Number**

A temporary lack of tracking updates does not necessarily mean that the parcel is lost. It may be waiting for a flight, in international transit, undergoing customs inspection, or being transferred to a local delivery provider.

---

Products Damaged Upon Delivery

Although we conduct quality inspections and use protective packaging, accidental damage may still occur during international transportation.

If the product is seriously damaged when the package is first opened, please contact us as soon as possible, preferably within **48 hours of delivery**.

Please provide:

* Your order number;
* Clear photographs of the complete product;
* Close-up photographs of the damaged area;
* Photographs of all sides of the external packaging;
* Photographs of the internal protective packaging;
* A photograph of the shipping label;
* An unboxing video, if available;
* A brief description of the issue.

Recommended email subject:

**Damaged Order – Order Number**

Please retain the product, external packaging, internal protective materials, and shipping label until the after-sales review has been completed.

Depending on the circumstances, we may provide repair guidance, replacement components, reproduction, replacement shipment, a partial refund, a full refund, or another reasonable solution.

---

Incorrect Product or Customization Error

Please contact us if the product you receive is materially different from your confirmed order, including where:

* A name, date, initial, or customized message was produced incorrectly;
* You received the wrong style or size;
* An important component expressly included in the order is missing;
* The product is materially different from the approved design;
* You received another customer’s product.

Please provide your order number, photographs of the complete product, close-up photographs showing the error, and relevant packaging information.

Do not return any product without prior authorization from our customer service team.

---

Order Cancellation

Because our products are personalized and made to order, an order may enter the review, design, material preparation, or production stage shortly after payment.

If you wish to cancel an order, please email us as soon as possible.

If the order has not yet entered the design or production stage, we will review the cancellation request based on the actual progress of the order. Payment-processing fees, design fees, material costs, or other reasonable costs already incurred may be deducted from the refund.

Once an order has entered production or has been dispatched, it generally cannot be cancelled.

---

Returns and Refunds

SYLOREN products are individually customized and are generally not eligible for change-of-mind returns or refunds based on personal preference, incorrect selection, or because the product is no longer required.

We will review an after-sales claim where:

* The product arrives seriously damaged;
* There is a clear production error;
* The wrong product is delivered;
* The product has a defect that materially affects its display;
* The product is materially different from the confirmed order;
* The parcel is confirmed lost by the shipping provider.

For full details, please review our **Return and Refund Policy**.

---

Free Worldwide Shipping

SYLOREN provides **free standard worldwide shipping** to all countries and regions currently supported by our delivery partners.

Free shipping does not include:

* Import duties;
* Value-added tax or sales tax;
* Customs handling charges;
* Customs brokerage fees;
* Charges caused by an incorrect delivery address;
* Redelivery charges caused by refusal or failure to collect a parcel;
* Expedited shipping requested by the customer.

Customs duties and import-related charges imposed by the destination country or region are generally the responsibility of the recipient.

---

Business Cooperation

Please contact us by email if you are interested in working with SYLOREN in areas including:

* Content creation;
* Social media promotion;
* Influencer or creator partnerships;
* Bulk customization;
* Wedding or event customization;
* Corporate gifts;
* Retail or distribution partnerships;
* Other brand collaborations.

Please include your name, company or account information, proposed form of cooperation, audience details, and specific requirements.

Recommended email subject:

**Business Cooperation – Type of Cooperation**

---

Privacy Requests

You may contact us if you wish to:

* Request access to personal information we hold;
* Correct your personal information;
* Request deletion of personal information;
* Withdraw marketing consent;
* Opt out of certain advertising or cookie tracking;
* Ask how your customization photographs are being used.

Please email:

**[baiy85609@gmail.com](mailto:baiy85609@gmail.com)**

Use the subject line:

**Privacy Request**

To protect your information, we may need to complete reasonable identity-verification procedures before processing your request.

---

联系信息

Join our email list

您的购物车为空

您的购物车为空