1. Cancelling Before or After Shipping

Not yet shipped: Send us an email at frontdesk@slytra.com quoting your order number and we will cancel the order and issue a full refund without delay.

Already shipped: Once your order is on its way, cancellation is no longer possible. However, you are welcome to return the item once it arrives by following the process outlined below.

2. Your Right of Withdrawal (EU Customers)

If you are based in the EU, you have the legal right to withdraw from your order within 14 calendar days of receiving your purchase — no explanation required. This right is guaranteed under EU consumer law. The 14-day window begins on the day you, or a person you have nominated, takes receipt of the goods. For orders delivered in multiple parcels, the period starts from the day the final parcel arrives.

3. What Can’t Be Returned

• Personalised or custom-made garments and accessories.
• Hygiene-sealed items that have been unsealed following delivery.

4. Return Conditions & Timing

You have 14 days from the date of delivery to notify us of your intention to return an item, followed by a further 14 days to ship it back to us. All returned pieces must be unworn and in their original condition, with tags still attached and original packaging intact wherever possible.

5. How to Return an Item

• Step 1 – Get in touch: Email us at frontdesk@slytra.com with your order number, the item(s) you wish to return, and the reason for your return.
• Step 2 – Prepare your parcel: Use the original packaging if you still have it, ensure all tags remain attached, and pack the item securely to prevent any damage during transit.
• Step 3 – Send it back: Our support team will confirm the correct return address when you contact us, as return logistics may vary by product. Please use a tracked shipping method and share the tracking number with us once dispatched. If our return facility is located outside the EU, retain any customs documentation as it may be required for refund or clearance purposes.

6. Who Pays for Return Shipping

Return shipping costs are the customer’s responsibility. Upon receipt of the returned item, we will refund the product price along with your original standard delivery fee (where applicable). The only exception is where the item is confirmed as faulty, in which case we will cover the cost of the return.

7. Getting Your Refund

Returned items are inspected within 72 hours of arrival. Once the inspection is complete, your refund will be issued to your original payment method within 14 business days. Please note that individual bank processing times may vary.

If your refund has not appeared after this period, we recommend checking with your bank first, as processing timelines differ between institutions. If you still have not received it, please contact us at frontdesk@slytra.com with your refund confirmation email to hand.

8. Damaged, Incorrect, or Faulty Items & Exchanges

If your order arrives damaged, contains an incorrect item, or has a fault, please contact us within 7 days of delivery at frontdesk@slytra.com, including your order number, clear photographs, and a brief description of the issue. We aim to resolve all such cases within 48 hours by offering either a full refund (including shipping) or a free replacement with a prepaid return label.

Please note that we do not offer direct exchanges. If you would like a different style, colour, or size, simply return the original item for a refund and place a new order for the piece you’d prefer.