Frequently Asked Questions

General

Are these products original?

Yes! All products which is listed in our website are 100% Original.

My Account

Is an account necessary for placing an order?

Although you can order as a guest, having a Sylph account will enhance your shopping experience by keeping you up to date with newsletters, storing your billing/shipping information and ensuring faster checkouts.

How do I make an account?

To create your very own Sylph Online Account, follow these simple instructions:

  • Click on the ‘Sign In’ button on the top right-hand corner of the home page
  • Click on the ‘Create an Account’ button at the bottom of the screen

What if I forget my password?

In the event of a forgotten password, simply:

  • Click on ‘Forgot Password’ on the sign in page
  • Enter your email address
  • Click on the link sent to you in your email address
  • Enter your new password

How can I update/edit my shipping or billing address details?

Go to ‘My Account’ and click on ‘Edit’ at the address tab to enter your new address

Where can I view my order history?

Your order history will be available on your Dashboard on your Account page

Payments

What payment options do I have?

Cash on Delivery (available nationwide)

What are the conditions for Cash on Delivery (COD)?

To avail COD, please follow these instructions.

  • At checkout, select ‘Cash on Delivery’
  • Upon the courier’s arrival, check for the original receipt and pay only the amount mentioned on that receipt in cash)
 

Is Cash on Delivery (COD) available internationally?

Unfortunately, COD is only available in Pakistan.

 

Can the billing address differ from the shipping address?

For Cash on Delivery orders, billing address is not required. We only require your shipping address which will be the address you want your order delivered to. For Credit Card orders, we require both billing and shipping address, which can be the same or different addresses. To use a different billing address, simply check the ‘Use a different billing address’ option under the ‘Billing Address’ tab on the checkout page.

 

How do I redeem discount code?

To redeem a promotional code, simply type in or copy the code into the ‘Gift card or discount code’ text bar on the cart page.

 

Can I pay COD with a cheque?

Unfortunately, for logistical reasons, we only accept cash for COD orders.

 
 

Is there any form of advance payment required for COD?

No, you need only pay the full amount in cash once your parcel is delivered to you.

 
 

Delivery

What is the delivery time?

Local Order delivery can take between 1-5 working days. Orders are processed within 24 hours and are generally scheduled for delivery the following working day. Timely delivery is subject to availability of stocks and payment authorizations. In certain cases, we might request for some form of payment verification or source to process the order. During SALE delivery time is up to 15 working days.

What are the delivery charges for local orders?

Sylph provides free shipping Nation wide on order above PKR 5,000, however standard delivery charges applied which is PKR 200 for Karachi and 300 for all over Pakistan

Does the price of the order include shipping charges?

Shipping charges are mentioned separately as a part of the order on the check-out page. Final amount charged will include shipping charges.

What manner of shipping do you use?

We use Blue Ex for local orders.

How many times will the courier agent attempt to deliver my order in case I am unavailable to receive it?

Our delivery agents make two attempts to deliver a parcel. Kindly ensure that the address, country and area code while placing an order given is accurate. On the second failed attempt, the item(s) will be returned to us.

Can I get the shipping/billing address of an order changed after it has been processed?

It is only possible to change the address of a processed order before it has been dispatched. Please email Customer Care at [email protected] and check if your order has been dispatched or not.

Security

Is my personal information kept secured? 

All payment and shipping data presented by our clients is kept secure and classified. Only approved personnel have access to this data.

What are cookies and why should I know about them?

A cookie is a small text file that is saved to, and, during subsequent visits, retrieved from your computer or mobile device. We use cookies to enhance and simplify your visit. We do not use cookies to store personal information or to disclose information to third parties but rather to store your choice of start page and to store your details. Session cookies are used when you apply product filtration and to check if you are logged in. You can easily erase cookies from your computer or mobile device using your browser.

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Your personal data will be used to support your experience throughout this website, to manage access to your account, and for other purposes described in our privacy policy.

Password Recovery

Lost your password? Please enter your username or email address. You will receive a link to create a new password via email.

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