FAQs

Q: How do I place an order?

Q: Can I ship the products to an address different from my billing address?

Q: How do I know that my order is confirmed?

Q: Do I have to have an account to place an order?

Q: Can I order an "Out of Stock" product?

Q: How safe is using my Debit/Credit card or making an online payment on Sylvan Secrets?

Q: Why was my order payment rejected?

Q: I cannot complete my registration; what must I do?

Q: I forgot my password; what can I do?

Q: How do I make changes to my order?

Q: What payment types do you offer?

Q: How do I find out what products will be coming up?

Q:  I am having some issues with the site. What advice can you give me to place my order successfully?

Q:  Is GST (Goods & Services Tax) included?

Q:  Can I place my order over the phone?

Q: What is Cash on Delivery (COD)?

Q: How do I avail of the COD facility?

Q: Is COD available for delivery to all locations in India?

Q: Would I be charged for availing of the COD option?

Q: How can I use a Gift Voucher/Promotional code on my order?

Q: How does the delivery process work?

Q: What is the range of locations we ship our products to?

Q: How can I track my order?

Q: How are the items packaged at Sylvan Secrets?

Q: Does Sylvan Secrets have any physical stores?

Q: What is your Online Return Policy?

Q: How do I cancel my order?

Q: How will I get a refund for my cancelled orders, and how long will this process take?

Q: When can I expect delivery of my order?

Q: What do I need to know about my order delivery?

Q: What if I receive an incomplete, incorrect or damaged order?

Q: Do the storage systems ensure the products' quality is intact?

Q: What measures do we take to ensure the quality of Sylvan Secrets products?

Q: What measures does Sylvan Secrets take to ensure the products are not damaged during delivery?

ORDERING

Q: How do I place an order?

Step 1: Pick the product range of your choice.
Step 2: Click on SHOP NOW.
Step 3: Click ADD TO BAG on the products you wish to purchase.
Step 4: Click on PROCEED TO CHECKOUT
Step 5: Fill out the details required to deliver your order.
Step 6: Choose a payment option most convenient to you.
Step 7: Confirm & place your order.

For any further questions, you can call our helpdesk at +91 33 2640 0040 or
email at care@sylvansecrets.com (For shipment related queries)
and (For product-related & other queries)

Q: Can I ship the products to an address different from my billing address?

You can do this by filling in your address as the 'Billing address' and the address you wish to ship it to as the 'Shipping address'.

Q: How do I know that my order is confirmed?

The confirmation status will be automatically updated in the ‘My Account’ section for all pre-paid orders. Suppose your chosen mode of payment is Cash On Delivery. In that case, you will get a call or an email from Sylvan Secrets representative on your registered contact details, asking you to confirm the order details. Once you have confirmed the same, the order will be processed immediately.

Q: Do I have to have an account to place an order?

Presently we do not have the option to place an order without having an account. Yes, you can place an order by using our Login process by having an account. We feel this is the best possible way we can serve all our patrons, by providing the information about the Brand’s present and future activities by sharing the information’s with them and also letting them know about our new products and the overall health care of skin and hair and wellness.

Q: Can I order an "Out of Stock" product?

Unfortunately, products listed as "Out of Stock" are not available for immediate sale. However, we can notify you when the product is back in stock. Simply click on the product; once you are on the product page, you will see an option that says 'Notify Me' and enter your registered email address. We will send you a notification email when the product is back in stock. Remember, this can only be done if you have a Sylvan Secrets account and are signed in at the same time.

Q: How safe is using my Debit/Credit card or making an online payment on Sylvan Secrets?

All transactions at Sylvan Secrets are protected by SSL (Secure Sockets Layer) and Secure Data Encryption using a 1024-bit process. Any information you enter when transacting with Sylvan Secrets is sent in a Secure Socket Layer (SSL) session and is encrypted to protect you against unintentional disclosure to third parties. This assures that we follow the best security practices adopted by major online vendors, where all payments are processed in real time for your security and immediate peace of mind. You can tell if your browser is in secure mode at “Checkout” by looking for the padlock icon at the bottom corner or the end of the address bar of your browser window.

Q: Why was my order payment rejected?

There are various reasons why this may have happened, ranging from the validity of card/net banking details and insufficient funds in the account to technical difficulties. Some of the information may have changed if you were recently issued a new card. In that case, please confirm your credit card details and try again. Also, check that your name and address match the name and address on your current credit card.

Q: I cannot complete my registration; what must I do?

Contact us detailing the problem you have encountered. You can email us at care@sylvansecrets.com or call us on +91 33 2640 0040, and our Customer Care will gladly assist you.

Q: I forgot my password; what can I do?

If you have forgotten your password, you can request your password to be sent to the email address you have previously registered with us by clicking the Forgot Password link. You will be taken to a page where you can enter your email address, and a temporary password will be sent to you. We strongly recommend that you change this as soon as possible.

Q: How do I make changes to my order?

You can’t modify the order once it has been placed. We suggest you cancel the order and place a new order with your desired changes.

Q: What payment types do you offer?

For Domestic Orders: You can pay for purchases using Cash on Delivery, Debit, Credit card, or Net banking methods.
For International Orders: You can pay for purchases using a credit card (applicable to all countries) or a debit card (applicable to select countries).

Q: How do I find out what products will be coming up?

We will share regular email alerts about upcoming products if you are registered with us. We also feature our newly launched products with a 'New Launch' marker for easy browsing and shopping on our home page. Subscribe to our newsletters for the latest updates on product launches and promotions.

Q: I am having some issues with the site. What advice can you give me to place my order successfully?

Please contact our Customer Care at +91 33 2640 0040, and we will be happy to talk you through and help you solve any issues you may be experiencing.

Q: Is GST (Goods & Services Tax) included?

Yes, we will charge GST on all online orders. All prices shown are GST-inclusive.

Q: Can I place my order over the phone?

At present, we have cash-on delivery and online payment options. Placing orders over the phone option is something that we are working on at present and shall be an option in due course.

CASH ON DELIVERY

Q: What is Cash on Delivery (COD)?

If you are uncomfortable making online payments, use our Cash on Delivery (COD) facility. This facility allows you to pay your invoice amount in cash at the time of delivery at your doorstep. You can only make COD payments in Indian Rupees.

Q: How do I avail of the COD facility?

The COD facility is available on orders of INR. 2,500/- & above. You can use our PIN code finder to check if the COD facility is available at your delivery address.

Q: Is COD available for delivery to all locations in India?

Due to the limitations of the courier partner, COD is not yet available for all pin codes in India. During checkout, you can use our PIN code finder to check if the COD facility is available for your delivery address.

Q: Would I be charged for availing of the COD option?

There's no specific charge to avail of COD on any order. However, there is a flat shipping charge of INR 50/- if your total order value is less than INR 500/-

Q: How can I use a Gift Voucher/Promotional code on my order?

When you click the 'Checkout' button, you will be directed to a section where you can enter your Gift Voucher/Promotional code. Upon entering the code, the valid amount/offer will automatically be applied to your order. You can then proceed to checkout and pay the remaining amount using your chosen form of payment.

SHIPPING AND DELIVERY POLICIES

Q: How does the delivery process work?

All our deliveries are serviced through well-reputed couriers. As soon as your order is dispatched, you will receive an email with your package's tracking number and the name of the courier company processing your order. You can use the tracking number to track the status of your package on the courier company's website.

Q: What is the range of locations we ship our products to?

For Domestic Orders:

We ship across India, except for a few remote locations. All domestic orders of INR 500/- & above qualify for free domestic shipping. However, there is a flat shipping charge of INR 50/- if the total order value is less than INR 500/-

For International Orders:

We ship internationally across many countries and offer free international shipping on orders of USD 100 & above. For orders less than USD 100, shipping and handling rates may vary based on product, packaging, size, volume and other considerations. The shipping and handling charges are mentioned at checkout, and the customers are informed of the same before making the payment. The shipping charges do not include customs charges, which vary according to the country from which the order is being placed and cannot be pre-determined or communicated by the brand.

The brand will only be responsible for compliance with export and customs laws of the country where the products are being shipped from. The consignee must ensure compliance with the import and customs laws of the country to which the products are being shipped.

The number of products the customer orders may exceed the total number permissible by their country for clearance upon arrival. In this regard, the customer must consider these limits placed by their country while ordering products from the brand.

The brand will fulfil all international orders from its end. However, the consignee will be responsible for the entry of the products to the country they have chosen to have the products shipped to and for compliance with all applicable laws about the same, including, without limitation, payment of Customs Duty Charge / Import Duty / VAT / Other applicable government taxes on arrival in the destination country.

In the event and for any reason whatsoever, an order does not get cleared by customs in the destination country, the brand may, at its sole and absolute discretion, consider a refund of the customer’s order amount after deducting the shipping costs, return duty charges and any other charges incurred by the brand while processing the order and having the products shipped to the customer.

Please confirm that your order and the products therein comply with and the delivery permissible under the laws of your country.

Q: How can I track my order?

We dispatch most orders within 24 hours (excluding Sundays, public holidays, and local/ natural disturbances). International orders are dispatched within 24-48 orders, subject to destination country guidelines. You can track your order from the ‘My Account’ section on the website to get an update on your order status. Here, you will be assisted with a tracking number. The same will be visible in the ‘My Account’ section and emailed to you, along with the logistic partner details. We will notify you immediately of any issue with your order.

Q: How are the items packaged at Sylvan Secrets?

Each of our products is first packed in a mono carton designed carefully to hold the product very sturdy and then placed in a sturdy carton filled with environmentally friendly and recyclable shredded paper cutting, which is taped and prepared for shipping. We pride ourselves on the quality of our packaging and wish for you to be delighted with your purchase.

Q: Does Sylvan Secrets have any physical stores?

We do not have any physical stores as of this date.

RETURNS, CANCELLATIONS & EXCHANGES

Q: What is your Online Return Policy?

If you are not satisfied with the product ordered or are disappointed with the product or service, we would like your feedback to serve you better.
We strongly believe in the quality of our products and wish you to be delighted with your purchase. However, on the rare occasion you may be unsatisfied with a purchase, please see our Returns and Refunds Policy for more information on online returns.

Q: How do I cancel my order?

If you wish to cancel your order, you can do so by sending us an email at care@sylvansecrets.com. You can also call our Customer Care at +91 33 2640 0040 (Timings: 11:00 am-5 pm IST) within 24 hours of placing the order.

Q: How will I get a refund for my cancelled orders, and how long will this process take?

Please refer to our Returns and Refunds Policy to understand if your order qualifies for a return. Pre-paid orders that have not yet been shipped will be cancelled within 24 hours of your request and reflected as per your bank guidelines, usually within ten business days. We do not entertain return requests for all orders that have been delivered unless the order qualifies, as per our Returns and Refunds Policy. For any such requirements, please call our Customer Care on +91 33 2640 0040 (Timings: 11:00 am-5 pm IST) Monday to Friday or email us at care@sylvansecrets.com.

SHIPPING & DELIVERY

Q: When can I expect delivery of my order?

While we will endeavour to deliver your order as soon as possible, we request you to bear with possible delays due to the restrictions in movement both within India and internationally. Delays will likely be longer for sealed areas as we can only attempt delivery once the locality is unsealed. We appreciate your understanding and are committed to delivering your order soon.

Q: What do I need to know about my order delivery?

Goods will need to be signed for upon delivery. If you cannot be there to sign for your delivery, please suggest an alternative, i.e. a family member, colleague, neighbour, etc. We highly recommend that you take your order delivery yourself, as Sylvan Secrets takes no responsibility for goods signed by an alternative person.

Q: What if I receive an incomplete, incorrect or damaged order?

While we try our best to fulfil your orders correctly and in the best manner possible, for any complaints you may have regarding your order, please contact our Customer Care within seven business days of your order delivery for prompt resolution. In the extremely rare occasion where you receive a product with tampered/open packaging, please inform our Customer Care within two business days of receipt, with supporting images if applicable, so we can best address your concern.

Authenticity And Genuineness

Q: Do the storage systems ensure the products' quality is intact?

Our entire inventory is kept in our warehouse. We store, manage and ship our products to you, no matter where you are, with the utmost care and efficiency.

Q: What measures do we take to ensure the quality of Sylvan Secrets products?

We at Sylvan Secrets are fully dedicated to our customers' satisfaction. Rest assured that Sylvan Secrets products available on our website are 100% genuine and authentic.

Q: What measures does Sylvan Secrets take to ensure the products are not damaged during delivery?

We at Sylvan Secrets maintain a very high level of quality control, and to date, we have received minimal complaints about the quality of our packaging. Furthermore, less than 1% of the products we ship yearly are returned to us as damaged. To ensure your products remain undamaged during the shipping process, we package our products in bio-degradable study shipper boxes.