Track your order with your Order number or Tracking number HERE!
Order processing usually takes 1-2 working day. Once your order is shipped, you will receive a shipping email with a tracking number and link to the tracking website.
Please allow another 1 working days for tracking information to be updated and available. We need some times to dispatch the package to our Carrier.
If your items are out of stock for the moment, we'll contact you immediately.
Thank you for your patience.
We are unable to amend any delivery details or cancel your order once the order has been processed. Please make sure your shipping address information is correct before placing your order. Or send us the correct shipping information immediately after placing with the wrong information.
However, you are welcome to return your items according to our Easy Returns once your order has been delivered to you.
To view your order history, head to the account section, login and navigate to the orders tab. You'll be able to see all your orders you've placed online with us here and the status of these orders. If you didn't create an account when you ordered with us, all you need to do is create one using the email address you used to place your order and your order will appear in your newly created account section.
Your package might be coming in more than one shipment. If your delivery date has passed, please contact us.
We're really sorry to hear that. Please contact us within 48 hours of receipt with the following information: your order number, the name/product code of the item you were supposed to receive and any further details. To return an item please follow the steps according to our RETURNS PAGE and we'll do our best to resolve this for you.
Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. Check our RETURNS PAGE.
We support paying directly by credit card now. Please select Credit card below the Paypal option in the Payment Page. Our credit card gateway is verified and supported by 2Checkout.
You can still use Paypal Express Checkout even don't have Paypal account. Just click Pay with Debit or Credit Card button at Paypal login page.
We highly recommend to pay by PayPal. Because there will be 5.5% refund processing fee charged by 2Checkout when refunding. ( We'll cover the fee if the refund is caused by our fault.)
If you meet any problems during payment, please contact us.
Sometimes, the information may be delayed due to the out-sync of tracking website and postal system.
If the delivery takes much longer than normal shipping days, it's quite possible that the package was random inspected by the customs office. The time of inspection is depending on the local government office's efficiency.
Other：National holiday, natural disaster or human accident and other force majeure factor.
Please contact us if you have any question about the tracking.
Please rest assured that If your orders get lost in transit, we can certainly insure a full refund or resend the item to you.
S&V is an independent designer brand. We have the off-line boutique and studio for inspiration, which located in Shanghai,China. All of our items are shipped from our fancy studio. ✨
You only need to cover the shipping fee of sending the package back to us. There is no returning or restocking fee charged by us.
There will be an additional 5.5% refund processing fee charged by 2Checkout if you purchased the product directly with a credit card. (This cost will not be charged if paid by PayPal. We'll cover the fee if the refund is caused by our fault. It will be deducted from the refund amount.)
You are more than welcome to return any full priced item within 14 days of receiving your order.
However, Intimates, swim, jewellery, makeup, hair accessories and clearances are unable to be returned.
Please noted the the shipping fee of return will be paid by the customer and Shipping costs are non-refundable.
For more information on how to return an item or to see our return conditions,head to our RETURNS PAGE.
Please allow up to 15 working days for your returned parcel to be received. We’ll send you an email as soon as your return has been processed at our Warehouse.
Refunds take 3-8 working days (if paid by credit card) to reach your account, or in a few minutes to your paypal.
If you haven't heard from us after 20 working days of sending your parcel back to us, get in touch below with your proof of return and we will check this out for you.
As soon as your return has been received and processed, we will email you to let you know. If you don't received this email within 15 working days of posting your goods back to us, please contact us.
All garments returned must be in a resalable condition. Unfortunately, any returns which are found to be marked in any way will not be accepted unless they are faulty. We kindly ask our customers to be careful when trying on so to avoid makeup transfer.
If you have received a faulty item you must notify us within 24 hours.
If your parcel has been returned to sender, our customer care team will contact you once the parcel is received back to us. If the parcel is returned back due to an invalid/incomplete address the customer will incur the charge for both original postage and the return postage.
'Pre-order' is the term used when an item is out of stock, but will arrive back in stock within a certain timeframe and is available for pre-purchase. The estimated shipping date will be displayed under the size availability of a pre-order product. We will send you a pre-order confirmation email after you place your order to remind you that your item is on pre-order and will not be shipped straight away. On the rare occasion we experience a delay in the delivery of a pre-order style to us, we will contact you via SMS or email if you are located overseas.
Our sizing is based on AU size (smaller than US size). If you are between sizes, we generally suggest selecting a size up, depending on the style of the garment. Sizing charts are located in the product descriptions and are to be used as a guide only. Our customer care team can always assist you with any Our sizing and fit queries you might have so please don't hesitate to get in touch with us.
You can contact us through our contact page! We will be happy to assist you.