FAQ
Check out our Frequently Asked Questions below. If you still need help please contact us at hello@sylphandsyren.com or by using the Contact Us form.
Shipping
Where do you ship from?
All of our items are hand made and shipped from Atlanta, Georgia, United States
How long does shipping take?
Orders are shipped within seven to ten business days, not including weekends or holidays, but we do our best to get everything out within two business day of ordering.
How do I track my order?
When you place your order, you will automatically recieve a confirmation email. Once that order has been shipped, you will recieve a second email notifying you of shipment along with the tracking number. If you create an account with us, you can also check the status of your order any time through the account portal.
Which shipping carrier do you use?
Most orders are shipped via USPS. On rare occasions due to location or size of order, we may use UPS or FedEx.
How long will it take for my order to arrive?
United States Orders: Orders shipped to the Continental 48 states generally take two to seven business days to arrive.
International: Orders shipped outside of the US can take anywhere from 6 to 20 business days to arrive.
What about import duties and taxes?
Depending on your country's individual import duty laws, you may have to pay a fee upon arrival in your country. Sylph & Syren is not responsible for these fees and our shipping quotes do not include them.
Do you offer insurance and tracking?
All shipments include a tracking number and insurance up to the full value of your purchase.
Do you offer free shipping?
Orders shipping to the Continetal US that are $100 or more include free shipping. At this time we cannot offer free shipping outside of the continental United States.
Do you offer international shipping?
We ship to most countries. Postage costs will be calculated at the time of checkout. Please know that due to Brexit and UK Tax requirements, we are unable to ship to the UK at this time, though we are working to change this in the future.
An incorrect address was used for my order - what do I do?
If you find you have entered the wrong shipping address after your order has been placed, please email us at hello@sylphandsyren.com as soon as possible. Once a package has been dropped off with USPS we will be unable to get it back to correct the address. If the package is returned to us, we can correct the address and send it out to you at the customer's expense.
Can I combine orders?
If you place another order within 24 hours, we can absolutely combine them for you. Please reach out as soon as possible to hello@sylphandsyren with the applicable order numbers so that we can help with this.
Returns
Do you offer returns or exchanges?
Due to hygiene concerns and the nature of the items we make all sales are final except in the case of items that arrive damaged. If there are any issues with your order, please email us at hello@sylphandsyren.com within fourteen days of arrival.
What if something arrives damaged?
We do our utmost to ensure that each and every order arrives in perfect condition, but sometimes accidents do happen during shipping.
We have a fourteen day return window for orders that arrive damaged. If you recieve an order that has a damaged item, you have a fourteen day window from date of arrival to contact us. Please reach out to hello@sylphandsyren.com as soon as possible so that we can fix any issues.
Lost / Stolen Packages
We are not responsible for lost/stolen packages. What we can do is file a claim with USPS as all our packages are sent priority and insured. Once USPS has processed the claim we can refund you, but this can take up to eight weeks for USPS to process.
Product Specific Questions
What are your products made from?
The majority of our products are made from acrylic sheets (also sometimes called Plexiglass or Perspex, depending on where you're from) that come in dozens of different color options and finishes. Depending on the design, there may also be Resin, Paint, Pigments, Wood, and/or hypoallergenic findings used.
Are your items manufactured overseas?
All of our laser cut acrylic products are designed, cut out, assembled, and shipped from our studio in Atlanta, Georgia. The materials we use to make and package our designs are sourced from around the world, but we try to buy from other small local businesses as much as possible.
If an item is sold out will it be restocked?
If an item is marked "Limited Edition" then once it is sold out, there will be no more of that design added to our stock. For everything else, we may restock items occasionally depending on material availabilty and demand.
Regarding Limited Editions: We thank everyone for their support and interest in our products, and hate to disappoint anyone that didn't get an item that they wanted. Once a limited edition product is sold out, it most likely won't be restocked as we are already working on our next collection. All items are handmade by one person and collections marked limited edition are done so because of the time involved in making.
Do you offer custom / one-off items?
At the moment we do not offer custom designs. Each design requires hours of work to ensure a high quality product, and it is not feasible to do that for a single item at this time. Some items may be semi-custom, meaning you may be able to customize a part of it upon ordering. Products that are semi-customizable will be noted as such in the product description.
Do you offer pre-orders?
At this time all items that are listed are done so when stock is ready to ship. Our team is very small and the time involved in making some of the more involved designs can be extensive, so in order to reduce wait time on receiving a product we are not offering pre-orders at this time. In the future this may change.
Everything Else
Do you offer wholesale?
For anything that is not a limited edition product, absolutely! Please reach out to us at hello@sylphandsyre.com to talk to us about what product(s) you are interested in and we will put together a quote for you.
How can I contact you?
For any and all questions please reach out to us at hello@sylphandsyren.com or send us a message through our Contact Us form. We try our best to answer all emails within 24 business hours.
What about sustainability?
Taking care of our planet is very important to us, and we try to create as little waste as possible. All plastic scraps (called off-cuts) are saved and recycled into new sheets for future use. Packaging supplies such as boxes or bubble wrap are reused when available.
Can you cut out my own designs for me?
At this time we do not offer commercial cutting services.