FAQs

Orders

 

How do I purchase an order?

Search through all products, select the item(s) you want and pick a size and add to basket. Once you are happy with your items click make payment.
How do I know if I have successfully placed an order?

You will get an automated email to confirm your order. Once your order has been processed you will get and email saying that your order has been dispatched.

I have not received my order confirmation email If you have not received your order confirmation email, it can be one of two things. The email may have gone into you junk folder. If it is not there it could be that your order has not been processed correctly. In this case no money should be taken. Please contact us so that we can help resolve this.
Where is my order?

We are very sorry you have not received your products in the timescale you expected. All UK orders are processed the same day if the order is place before 3pm Monday to Friday, from which delivery should be expected within 1-2 working days. If you have not received your order within 4 days working days please contact us and we aim to respond with in 12 hours to get it resolved. 

Orders for Europe and the rest of the world are to be expected within 7 working days. If you have not received your order within 12 working days please contact us and we aim to respond with in 12 hours to get it resolved.  

What should I do if I receive the incorrect or a damaged order?
We are very sorry that you are not satisfied with the product you have received. This is not the standard we like to give our customers. Please email us with your order number, the name/product code of the item in question and any further details. To return an item please follow the steps stated in ‘How do I return an item?’ and we'll do our best to resolve this for you.  
My item is out of stock and I really want it!
We aim to restock products regularly, but if your item is not in stock, simply contact us with what product it is and we will help you out. Once the product is back in stock you will be the first to know. Please note exclusive products will not be restocked. 
Will I receive the same product that I see in the photo?
Yes although colours may appear different on different screens. We try our best to represent the product as accurately as it is.
Can I cancel my order?
We want to ensure that you and all other customers receive your items as soon as possible. We start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel it. You can return your order once you receive it. 
 To return an item please follow the steps stated in ‘How do I return an item?’

 

Payments  
What payment methods do you accept?

We accept Visa, Visa Debit / Delta, Visa Electron, MasterCard Debit, MasterCard, UK Maestro, American Express, Apple Pay, Paypal and Google Pay. 

All transactions are processed via Shopify Payments or PayPal and are encrypted for your safety.

Credit cards can be subject to a fee

 

Delivery 
How long will my order take to get here? All UK shipping will take 1-2 working days to arrive. All other countries may take up to 7 working days. Please look at our shipping page for more information.  
What happens if I miss my delivery?
All our orders are sent using a tracked and signed service. If you miss your delivery, please arrange a redelivery with the shipping company. You will receive all tracking information Alternatively please contact customer services via email or the contact us page and we will get the sorted on your behalf. 
Do you ship internationally?
We currently ship to many countries internationally. If we do not ship to your country rest assured we are working on this. For more information about which countries we ship too, please drop us an email. 

 

General
Do you have a shop?
 
Svosva is an online brand, so unfortunately we do not have a physical shop. However we do host popups up and down the country and internationally. To keep up to date with our popups follow us on Instagram, were we post regularly about events. Also subscribe to our emailing list. 
How do I use my discount code?
Input the code at checkout. Please note that all discount codes are case sensitive and only one code can be used at a time. Please always make sure the code you are using is still in date.
How can I contact you?
Please visit our contact us page for details on how to get in touch.