faq
FAQ

Exchanges & Returns

    Can I exchange a set I bought from the Sylvanian Families Online Shop?

    If you've changed your mind and would like a different set from the one you bought, we're happy to exchange it as long as the exchange is requested within 14 days of receipt of your order and provided the goods are returned to us by you in the same condition (including the original packaging) as they were when sold. Please contact us with your original order reference number, the item code and name and your surname. You will then receive an email advising when the replacement will be sent to you free of charge. Please see our main Terms and Conditions for the Supply of Goods for details of your legal right to cancel and the process involved.

    If I return part or all of my order, will you also refund the original postage?

    We will only refund the original postage if the entire order is returned.

    How can I return something I bought from the Sylvanian Families Shop?

    Should you wish to return the purchase please contact us within 14 days of receipt of your order with your original order tracking number, the item code, the reason for the return and your full name. If a refund is granted we will email you with a notification. We might require a copy of the original invoice upon collecting. The goods must be returned to us in the same condition (including the original packaging) as they were when sold.

    Refunds are made within 30 days.