Frequently Asked Questions (FAQ)

How fast can you answer my question?

We respond to all messages and emails within 24 hours, in the order we receive them.

Can I change my delivery address after placing an order?

We can update your address only if your order has not yet shipped. Please contact us within 24 hours of placing your order at support@sylis.com.au or call +31 85 333 2493 Orders placed after 12:00 PM (noon) AEST will be processed the next business day. Once your order is dispatched, address changes are no longer possible.

How long does delivery take?

Total delivery time = Processing time + Shipping time

Order Processing Time

Our order processing time is 1–5 business days (Monday to Friday). This is the time required to prepare and pack your order after it is placed.

Shipping Time

Once your order has been shipped, the shipping time is 1–5 business days (Monday to Friday), depending on your location within Australia.

Total Delivery Time

The total estimated delivery time is therefore 2–10 business days (processing + shipping combined).

Which shipping company do you use?

We use Australia Post for all domestic deliveries within Australia to ensure reliable and trackable service.

Will my order come in one package?

Most orders arrive in a single package. However, larger orders or items from different warehouses may be shipped separately and could arrive 1–2 days apart.

How can I track my order?

Once your order ships, you’ll receive an email with your tracking number. You can track your order anytime on our Track My Order page.

Why is my tracking number not working?

Tracking numbers may take 24–48 hours to activate after shipment. If it still doesn’t work after that window, please contact us at support@sylis.com.au for assistance.

Can I cancel my order?

Yes - you can cancel your order anytime before it has been shipped. Once shipped, orders can still be returned under our 14-day return policy.

Can I return my product?

Yes. Returns are accepted within 14 days of receiving your complete order. Items must be unused or slightly used, in their original packaging, and include the completed Return Form inside your package. Returns without a completed Return Form may not be accepted.

How do I request a return or exchange?

  1. Download and print the Return Form.
  2. Complete the form and include it in your return package.
  3. Contact our team at support@sylis.com.au to receive your return authorization and instructions.
  4. Ship your return using a tracked postal service to:

    GT Ecom B.V.
    Betuwehaven 8
    3433 PV Nieuwegein, Utrecht
    Netherlands

  5. Email your return tracking number to support@sylis.com.au.
  6. Returns without prior authorization cannot be accepted.

Who pays for return shipping?

Defective, damaged, or incorrect items: Free return shipping. We provide a prepaid Australia Post label.
Change of mind or other reasons: The customer is responsible for return shipping costs.

Is there any return or restocking fee?

No. Sylis does not charge return or restocking fees.

When will I receive my refund?

Once we receive and inspect your returned item, we’ll notify you of the approval status. If approved, refunds are processed within 10 business days to your original payment method. Depending on your bank or card provider, it may take additional time for the refund to appear. Shipping costs are non-refundable.

What if I haven’t received my refund yet?

If your refund hasn’t appeared, first check your bank account. Then contact your card provider, as posting times can vary. If you still haven’t received it, email us at support@sylis.com.au and we’ll respond within 24 hours.

I received a damaged or incorrect item. What should I do?

If your item arrives damaged or incorrect, please contact our support team immediately at support@sylis.com.au. If possible, refuse delivery and notify us. We’ll resolve the issue quickly and cover all return costs.

What if my package is lost or delayed?

If your order takes longer than expected or tracking stops updating, contact us. We will work with Australia Post to locate or replace your package where appropriate.

Out of stock or backorder items

If an item is out of stock, we will notify you. If it remains unavailable for more than two weeks, we will issue a full refund for that item.

Contact Information

Address: Betuwehaven 8, Nieuwegein, Utrecht, 3433 PV, Netherlands
Email: support@sylis.com.au
Phone: +31 85 333 2493

Company Name: GT Ecom B.V.
Store Name: Sylis
Chamber of Commerce Number: 82232393
VAT Number: NL862386780B01

Opening Hours:
Monday–Friday: 8:00 AM–6:00 PM AEST
Saturday–Sunday: Closed
Public Holidays: Closed