FAQ

Frequently Asked Questions

Shopping With Syvellio

This page answers common questions about choosing lighting products, placing orders, payments, shipping, and after-sales support.

For additional assistance, contact service@syvellio.com. If your enquiry concerns an existing purchase, include your order number and the email address entered at checkout.

1. Orders and Payments

How do I apply a promotional code?

After adding your chosen items to the cart, proceed to checkout and enter your code in the discount or promotional code field before paying.

If the code is accepted, the discount should appear in your order summary. Review the updated total before submitting your purchase.

If you believe a code meets the stated conditions but it does not work, please contact our support team.

Which payment methods can I use?

Available payment options are displayed at checkout and may depend on your location, device, and provider availability.

Options may include:

• PayPal

• Visa

• Mastercard

• American Express

• Other supported credit and debit cards

• Apple Pay

• Google Pay

Independent payment service providers generally process transactions.

2. Shipping Coverage and Charges

Where does Syvellio deliver?

We currently accept orders for eligible delivery addresses within the United States.

To check availability for your destination, enter your complete shipping address at checkout. Delivery remains subject to carrier coverage and any applicable destination restrictions.

What are the standard shipping fees?

For eligible U.S. orders, standard shipping is charged according to the order subtotal:

Order Subtotal	Standard Shipping Fee
$0.00–$38.99	$3.99
$39.00 and above	Free

You can review the applicable delivery charge at checkout before confirming your order.

3. Order Preparation and Arrival Estimates

How long will my purchase take to arrive?

Orders require preparation before they are dispatched. Our usual estimated timeframes are:

Order Stage	Estimated Time
Processing before dispatch	1–5 business days
Standard shipping after dispatch	10–20 business days
Combined estimated timeframe	11–25 business days

These timeframes are estimates rather than guaranteed arrival dates.

Actual delivery may vary because of carrier schedules, seasonal demand, weather conditions, transport interruptions, destination, or other logistical circumstances.

Will I receive a dispatch notification?

Once your order has shipped and tracking information is available, we will generally send a notification to the email address used at checkout.

This email may include a tracking number or a link to the carrier’s tracking service.

4. Tracking Your Parcel

Where can I check my shipment?

Open your shipping notification and follow the carrier link, or enter the supplied tracking number on the carrier’s website.

Tracking may not become active immediately. The carrier usually needs to register or scan the parcel before information appears.

What does it mean if tracking has not changed?

Carriers do not necessarily record an update at every point along a delivery route. Your parcel may be travelling between facilities or awaiting another scan.

A period without updates does not, by itself, confirm that the shipment has stopped moving.

If the status remains unchanged for an unusually long period, email service@syvellio.com with your order number so we can check the information available.

Could my order arrive in more than one package?

Yes. Items may be shipped separately if they are prepared at different fulfilment locations or require different shipping arrangements.

Where applicable, separate tracking details may be supplied for each parcel.

5. Order Emails and Notifications

I cannot find my order confirmation. What should I do?

Check the email account entered at checkout, including spam, junk, promotions, and other filtered folders.

If the confirmation is still missing, contact us with your checkout email address and any available transaction reference. Our team can use these details to help locate the purchase.

When will my tracking information be sent?

Tracking details are generally provided once processing is complete and shipment information becomes available.

Our usual processing estimate is 1–5 business days. If this period has passed and you have not received a dispatch notification, please contact support for an update.

6. Order Amendments and Cancellations

Can I fix an incorrect shipping address?

Please contact us promptly if your delivery address needs correction.

Email service@syvellio.com and provide:

• Your order number

• The email address used at checkout

• The complete corrected shipping address

We will make reasonable efforts to amend the address before dispatch. Once a parcel has been handed to the carrier, an update may no longer be possible.

Can I change the model, colour, finish, or quantity?

An adjustment may be possible while your order is in the early stages of processing.

Tell our team exactly what you would like to change. We can check whether the selected lighting product, model, colour, finish, quantity, or other eligible order details can still be amended.

Changes cannot be guaranteed once fulfilment has begun.

How do I request cancellation?

Send an email to customer support with your order number and a clear cancellation request as soon as possible.

Cancellation is generally easier before packing or dispatch. Once fulfilment has progressed or shipping has started, cancellation through our standard order process may no longer be available.

If the goods have already shipped, an eligible return may be requested after delivery under our Return & Refund Policy.

Any mandatory cancellation or withdrawal rights remain unaffected.

7. Selecting a Lighting Product

Where should I look for product specifications?

Please refer to the individual product listing. Depending on the item, it may provide:

• Product features and photographs

• Materials, colours, and finishes

• Dimensions and quantities

• Available models or variations

• Voltage and other electrical specifications

• Bulb type and compatibility

• Whether a light source is included

• Assembly or installation requirements

• Care instructions and packaging details

If something is unclear, contact our team for assistance with the information available.

Will a light be suitable for my space?

Review the listing’s dimensions, electrical specifications, installation requirements, and intended use before ordering.

Where relevant, check bulb compatibility, dimming compatibility, and whether the product is described as suitable for the intended location.

If you need clarification about a particular model, email us before purchasing.

Why might the delivered product look slightly different from the photos?

Photography, ambient lighting, display settings, and screen colour calibration can affect how materials and finishes appear.

Packaging updates and reasonable manufacturing variations may also produce minor differences.

A slight visual variation does not automatically mean the product is defective or incorrect. If the item is materially different from your order or its description, please contact support for review.

8. Damaged, Incorrect, or Missing Items

What should I do if my light arrives damaged?

Notify our customer support team as soon as reasonably possible.

Where relevant and available, include:

• Your order number

• Your checkout email address

• Clear photographs or a short video of the damage

• Photographs of the outer packaging

• A photograph of the shipping label

Our team will review the information and explain the next steps under our Return & Refund Policy and applicable consumer protection requirements.

What if I receive the wrong product or a component is missing?

Send us your order details and describe the incorrect or missing item or component.

Where possible, attach photographs showing the products, parts, and packaging received. We will compare this information with your order records and assist with the appropriate next steps.

9. Returns and Refunds

How do I start a return request?

Read our Return & Refund Policy for the applicable eligibility conditions, deadlines, and procedures.

Then contact service@syvellio.com with:

• Your order number

• The item you wish to return

• A brief explanation of your request

Please obtain return instructions from customer support before sending a parcel.

Our registered business address is not automatically the correct destination for returns.

These procedures do not restrict mandatory consumer rights.

How long does a refund take?

The timing depends on the circumstances, including whether goods must be returned, the condition of the returned item, the reason for the request, and the payment method.

Approved refunds are processed under our Return & Refund Policy. Your bank, card issuer, or payment provider may require additional time to display the credit after we issue it.

For assistance with a pending refund, contact us with your order details.

10. Customer Support Availability

When can I contact your team, and how soon will you respond?

Customer Support Days: Monday through Friday

Typical First Email Reply: Within 24–48 business hours

Our initial response may take longer during public holidays, promotional periods, seasonal demand, or when further investigation is needed.

Some enquiries require additional information or coordination with a carrier or fulfilment provider before they can be resolved.

11. Business and Contact Details

Syvellio is an online lighting retailer operated by Guangzhou Xingrong General Merchandise Co., Ltd.

For questions about products, payments, orders, shipping, or after-sales assistance, use the following contact information.

Brand / Store Name: Syvellio

Business Category: Online Lighting Retail

Operating Company: Guangzhou Xingrong General Merchandise Co., Ltd.

Registered Business Address:

Room 209, Building 2, No. 10 Gongye 2nd Road, Zhicun Village, Dashi Subdistrict, Panyu District, Guangzhou City, Guangdong Province, China

Customer Support Email:

service@syvellio.com

Customer Support Telephone:

+8618578373530

Support Days: Monday–Friday

Estimated Initial Email Response: Within 24–48 business hours

Guangzhou Xingrong General Merchandise Co., Ltd. oversees Syvellio’s website operations, order administration, fulfilment coordination, customer communications, and related after-sales assistance.

Please include your order number when asking about a purchase so we can locate the relevant records and review your request.

Thank you for shopping with Syvellio.