FAQs

General Questions

Yes, you can use code NEWTOSYLVI to get a 5% discount off your purchase. Alternatively, you can sign up for our newsletter in the pop-up to get a special 10% discount.

We are located in Surat, Gujarat, India. We stock all items at our warehouse here and dispatch directly to customers from the warehouse.

For any general queries regarding our products pricing or website, feel free to call us or send a Whatsapp message at 96876-60234. To report damages, quality issues or request a return or exchange please email us at customercare@sylvi.in. We are available from Monday to Saturday from 9am to 6pm.

No, we are online only but we deliver everywhere across India. We also offer Cash on Delivery and express delivery options at most pincodes.

Yes, our warehouse is in Uttran, Surat in Gujarat. For walk-ins, we are open from 10am to 5pm from Tuesday to Saturday. If you would like to come, please let us know 24 hours in advance and we can confirm if someone will be available to attend to you.

We do frequent posts on Facebook, Instagram and also occasionally send newsletters regarding new product arrivals and active promotions. The easiest way to stay in touch is by following us on Instagram and subscribing to our newsletter.

Usually when you land on our website, there is a popup notification within 10 seconds that asks you to enter your email and subscribe to our newsletter. It also gives you a special discount code that gives you a 10% discount on your purchase. Alternatively, you can scroll down to the bottom of the website and sign up in the footer section.

We offer our customers high quality products without the additional cost of expensive brand names. Unlike other brands who add on huge retail markups, we cut out the retail agents and other middle men and sell direct online to you. Our promise is to always offer high-end and quality wrist wear products to men around the world at affordable prices.

For our quartz pieces, we use a Precision Quartz Movement. Be sure to see the ‘Details’ tab on the product page to check what type of movement your watch has and see our product care page to see how to care for your timepiece.

We’re so confident you’ll love your Sylvi timepiece that we offer a 10 Day Money Back Guarantee on all orders. See our Returns & Refund Page for more details or contact our customer service team at customercare@sylvi.in

Our watches have a water resistance up to 3 ATM (Rain resistant). Please make sure that you DO NOT press any buttons in the water. Please avoid contact with water, as water damage is not covered under warranty.

Yes, we offer a 6 month manufacturer’s warranty on the movement of our watches. Additionally, you get 6 months of extended warranty if you register your product. Our warranty does not cover damages that may occur from everyday use. You can review our warranty policy here. If you have further questions, please do not hesitate to contact us and we will do our best to resolve the issue.

For the detailed list of our terms of use, return policy, shipping policy, warranty policy or privacy policy, please click here.

While making your purchase, select the Cash on Delivery payment option. You can then
pay by cash when our logistics partner delivers the order to you.

The EMI or ‘equated monthly installment’ payment option allows you to pay for your orders in easy monthly installments, provided you have a credit card from a partner bank.

Placing an Order

Currently, we deliver across pan India. Please check if we deliver to your area/city by entering your Pincode on the product page.

Once you add a product to your cart, your cart drawer slides open and you should be able to see the item(s) added to your cart. You can also open your cart by clicking on the Cart icon on the top right corner. On the cart drawer, click on checkout, fill up your contact information and then select your shipping method and payment method to complete your purchase.

We have the following payment options available:

Cash On Delivery (available at most pincodes)
Credit Card (including American Express and International Cards)
Debit Card, Net banking, UPI or Mobile Wallets
Direct bank transfer via NEFT or IMPS
Easy EMI by Seezle Pay

If you are facing a payment issue during the checkout, try again after a couple of hours and if you are still not able to complete the transaction online, please contact us via phone or Whatsapp at 96876-60234 and we’ll work on resolving your issue.

No, creating an account is optional. You can easily complete your order as a guest.

The order acknowledgement email or SMS is sent to you as soon as you complete the order. If for some reason the email or SMS does not get delivered to you, it is possible that the information you entered might have been incorrect. Please contact us via phone or Whatsapp at 96876-60234 and we’ll check and update your information accordingly.

Since we stock all products at our warehouse, many items come in and out of stock quite frequently. You can always reach out to us to check when we would be getting more stock and we can provide you information on if and when we would be getting more stock for that item. In some cases, we also allow pre-orders to be placed for particular items that we know would be coming in stock soon.

In the unlikely event that an order gets lost during transit, we wait for 15 days to track your lost order and if we are still unsuccessful, then we process your refund through the payment mode that you had opted for at the time of placing the order.

While we do not have a limit when placing a Cash on Delivery order online, in certain cases we would have to split your order and dispatch it in multiple parts in accordance with the limits our courier partners may have. We would call or Whatsapp you to inform you before we split the order and dispatch in parts. If you would like to place a larger order and receive all items as soon as possible, we always recommend paying for the order online.

When you are completing your purchase and have selected your shipping preference, on the payment page there is a section to enter ‘Gift card or discount code’. In that section, you can enter the discount code or the gift card code and apply it. The total amount will be adjusted accordingly.

While you cannot combine 2 discount codes for any order, you can definitely apply a discount code and then use your gift card along with it.

Yes, we can add a gift note for your order. To request a gift note please enter your note when placing the order or send us an email to customercare@sylvi.in with the order number and the note required. We do not charge any additional fees for the gift note.

If you select to pay online, you are redirected to our payment processor’s secure portal. All payment information is securely collected via our payment processor directly. Our website does not collect or store any credit/debit card details or any other payment information which is entered by you while completing your transaction. We also do not collect nor have access to your account password which is protected by a secured platform.

Usually you can cancel your order within 12 hours of placing it. You just need to inform us via phone, Whatsapp or email - we are available Monday to Saturday from 9 AM to 6 PM. If you had paid for the order online and we have not yet dispatched your order, we can process a full refund back to your payment method. If your order has already been dispatched, we might not be able to cancel it.

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please contact us at customercare@sylvi.in and our customer service team will ensure we process your order.

We process orders very quickly so that we can get your order to you as fast as possible. If you need to change or cancel your order, please contact us immediately. However, once our warehouse has processed your order, we will be unable to make any changes.

Shipping and Tracking

Based on the pincode and payment method, we use Bluedart, Delhivery and FedEx to deliver packages across India. If you have a specific preference out of these couriers, feel free to mention in the order notes or inform us once you have placed your order.

Most orders are dispatched within 24 hours of receiving the order. Most express shipping orders placed before 2pm are shipped the same day. Orders received on Public Holidays, Saturday evenings or Sundays are processed on the next working day.

Most Express Shipping orders are delivered within 3 working days and Standard Shipping orders are delivered within 5 working days.

While we try our best to ensure all express orders are delivered within the mentioned time frame, if there is a delay with your express shipping order because of the courier company, please inform us and we would provide you a refund for the express shipping charges once the package has been delivered to you.

All shipments are packed and dispatched from our warehouse in Uttran, Surat in Gujarat

Once your order has been dispatched you would receive an email or SMS notification with the tracking information. If you have an account with us, you can also log in and track your order directly from the portal. If you face any difficulty finding the tracking information, please feel free to contact us via email or Whatsapp.

Yes, if the order has been placed recently and we haven’t dispatched the items, we can definitely change the delivery address for your order. After dispatching the shipment, only minor address correction can be made and for that you would need to contact us via phone, Whatsapp or email so that we can further communicate to our courier partner.

We do not charge a shipping fee for our standard shipping service. If you would like to receive your package urgently and would like to opt for the Express Shipping service, then we charge Rs.90 (including taxes) for this service.

There are no hidden charges or fees. The price you see on our website when checking out is the final price inclusive of taxes. Since all international products are already imported and stocked at our warehouse, you do not have to deal with any import formalities or duties.

For Cash on Delivery orders, someone would need to pay the due amount and can then collect the package on your behalf. For prepaid shipments, the courier representative might ask for address proof or require a telephonic confirmation from you to deliver the package to a relative or neighbour.

No, the shipment cannot be opened before accepting and paying for the package as these are standard defined rules for our courier partners. You need to make payment and accept the package and only then you can open and check in the inner contents. Open deliveries are not allowed by any of our courier partners. Also, if there is any damage after you have opened the package, please do not return the package back to the delivery person and instead please contact us so that we can resolve the issue.

All damages and quality issues need to be reported to us within 48 hours of receiving the package. Please contact us via phone, WhatsApp or email and we’ll ensure the issue is resolved as soon as possible.

No, currently we only deliver packages within India and might launch export to nearby markets in the future.

Due to unforeseen circumstances, it might happen that your delivery might get delayed. We will inform you about the same and make sure that the product is shipped at the earliest. However, you can call us on 96876 60234 for any assistance.

Returns and Exchanges

For a detailed explanation of our refund, return and replacement policy, please click here.

Each product has the ‘Return Eligibility’ mentioned in the product description. We allow returns for most of our products. However, certain fragile or large products might not be eligible for return. Please ensure you check the return eligibility for the product(s) before making your purchase.

Yes, we offer a 6 month manufacturer’s warranty on the movement of our watches. Additionally, you get 6 months of extended warranty if you register your product. Our warranty does not cover damages that may occur from everyday use. You can review our warranty policy here. If you have further questions, please do not hesitate to contact us and we will do our best to resolve the issue.

Once we have received your confirmation to initiate the return, we would schedule the reverse pickup and it would usually be collected within 1 to 2 working days.

Yes, when you return the package to our courier partner, please ensure you get a receipt which clearly mentions your name and the tracking number. If the courier representative does not have a receipt, then please do not hand over the package and please inform us so that we can resolve the issue.

We may charge a 10% restocking fee for returning the product and this fee may be waived based on our discretion. If the product is being returned to us because it reached you in damaged condition, then we would not charge this fee.

That depends on your location. We are based in Surat, Gujarat and most return shipments reach us within 3-5 working days. In some instances, there may be delay in the return package based on local restrictions or general transit delays.

We can only process a return or exchange if the returned item is delivered to our warehouse in unused and good condition. For prepaid orders, we can provide a refund back to your payment method. For Cash on Delivery orders, we can only provide store credit which is given in the form of a gift card. This gift card has no expiry and can be used for any future purchase on our website.

If the returned item is delivered to our warehouse in unused and original condition, for prepaid orders, the refund would be initiated within 24 hours and the payment processor would usually refund the amount back to your payment method within 3-5 working days. For Cash on Delivery order, we would issue you store credit in the form of a gift card within 24 hours. This gift card would then be available for use immediately.

Store credit is usually issued to you in the form of a gift card, which is sent to you via email. The gift card has a 16 digit code that can be entered in the ‘Gift card or discount code’ section. Simply enter the 16 digit gift card code and apply it - the total amount will be adjusted accordingly. If you have store credit with us but have not received a gift card, please contact us and we’ll assist you accordingly.

Gift card allows you to instantly deduct your store credit amount from your next purchase and also gives you the flexibility to pay the balance amount via other payment methods. The gift card has no expiry and does not need to be used entirely in one purchase. If you use only some amount from your gift card in one purchase, the balance amount of your gift card can be used again during your next purchase.

You can check the total value and balance amount of your gift card by clicking on the 'View Your Gift Card' button in the email sent to your email address. Alternatively, you can contact us via WhatsApp or email and we can check the balance amount and inform you accordingly. All gift cards are linked to the email address provided by you.

Once the return or exchange has been confirmed via email, the reverse shipment tracking link is also sent to you via email. Using that link you can track your returned shipment at any time and know when it is delivered to our warehouse. Once we have received and checked the returned shipment, we would update you via email. For an exchange order, we would again send you the new tracking link via email for your reference.

This is based on the condition of the watch. After an assessment from our technical team, the time required and an estimated cost will be shared with you accordingly.

Please contact customercare@sylvi.in or call us at +91-96876 60234 as soon as possible and we will try to help you out. if the order is already shipped, we can unfortunately not cancel the order.