Terms of service

1. About these terms

These terms apply when you use this website or buy from Sylvie ("we", "us"). Sylvie is a trading name of Firbrook Ltd, a company registered in England and Wales. You can reach us at info@trysylvie.com. By placing an order you confirm you’re at least 18 and agree to these terms and our guarantee & refunds, shipping and privacy policies.

2. Orders and pricing

Your order is an offer to buy. The contract forms when we email your shipping confirmation, and we may decline or cancel an order before then. Prices are in US dollars and are shown at checkout before you pay.

If a price is clearly wrong because of an error, we’ll tell you and you can confirm at the correct price or cancel for a full refund. We may limit quantities per customer, and we may refuse or cancel orders we reasonably believe are fraudulent, abusive or placed for resale.

3. Offers and bundles

Bundle offers such as Buy 2, Get 1 Free apply as shown at checkout and can’t be combined with other discounts unless we say so. Offers shown on the site may change or end at any time. Free pens are part of the bundle price, and our guarantee & refunds page explains how they’re treated if part of a bundle comes back.

4. Subscriptions

If you choose Subscribe & Save, you authorise us to charge your payment method automatically at the price and frequency shown at checkout until you cancel. There’s no minimum term. You can skip, pause or cancel before your next charge from your account or by emailing us. Cancelling stops future refills; it doesn’t refund a refill that has already been charged and shipped.

5. Payment and chargebacks

You confirm you’re authorised to use the payment method you give us. Please contact us before disputing a charge with your bank; most issues are solved within a day. If you open a dispute, we’ll send the payment provider your order details, tracking and our messages with you. We may pause your subscription and decline future orders while a dispute is open, and a refund can’t be given for an order that is also being disputed.

6. Delivery and risk

Delivery is covered by our Shipping & delivery page. Ownership and responsibility for your order pass to you when it is delivered to the address you gave at checkout.

7. Returns and the 30-day guarantee

Refunds, returns and replacements are covered by our guarantee & refunds page. Nothing in these terms removes rights you have by law that can’t be excluded by contract.

8. Using the product safely

Sylvie is a cosmetic serum for external use only. Read the carton before use and patch test first if your skin reacts easily. Don’t use it on broken or irritated skin, and keep it away from your eyes.

If you’re pregnant, breastfeeding, under medical care or have a known allergy, check the ingredients and ask your doctor before use. Stop using it and seek advice if irritation occurs. You’re responsible for using the product as directed.

9. Results and claims

Sylvie improves the look of skin. It is not a drug, an injection or a medical treatment, and nothing on this site is medical advice. Results vary from person to person, and we don’t promise any specific outcome.

Reviews and photos reflect the experience of the people who gave them. Comparisons with clinic treatments refer to the ingredient and the price, not to an identical result.

10. Reviews and content you send us

If you send us a review, photo or message about Sylvie, you confirm it’s yours and truthful. You give us a free, worldwide, non-exclusive licence to use, edit and share it, with your first name and age if you included them, in our marketing. We’ll never use your full name or contact details without asking.

11. Our content

The site’s text, images, product photos, branding and the Sylvie name belong to us or our licensors. Don’t copy or use them commercially without our written permission.

12. Using the site

Don’t misuse the site. That includes scraping it, trying to break or overload it, placing fake or fraudulent orders, or using it unlawfully. We may suspend access or cancel orders linked to misuse.

13. Our responsibility to you

The site and products are provided as described on the site and in these terms. To the fullest extent the law allows, we make no other promises, express or implied.

To the fullest extent the law allows, our total liability for any claim connected with an order is limited to the amount you paid for that order. We’re not liable for indirect or consequential loss, or for loss caused by using the product other than as directed.

We don’t exclude or limit liability where the law doesn’t allow it, including for death or personal injury caused by our negligence, or for fraud.

14. Your responsibility to us

If you break these terms or misuse the product or site, and that causes a claim against us, you agree to cover our reasonable losses and costs arising from it, as far as the law allows.

15. Events outside our control

We’re not responsible for delays or failures caused by events outside our reasonable control, such as carrier disruption, severe weather, strikes, supplier failure or internet outages. If an event like this affects your order, we’ll tell you and offer a refund if we can’t deliver within a reasonable time.

16. Disputes

If something goes wrong, please email info@trysylvie.com first and give us 30 days to put it right before taking it further. Most problems are solved well within that time.

To the fullest extent the law allows, any claim must be brought individually, not as part of a class or representative action. These terms are governed by the laws of England and Wales, and the courts of England and Wales handle disputes. If you live elsewhere, you keep any protections and any right to bring a claim locally that the law where you live gives you.

17. General

We may update these terms; the version on the site when you placed your order applies to that order. If any part is found unenforceable, the rest still applies. If we don’t enforce a term straight away, we can still enforce it later. These terms and the policies they mention are the whole agreement between us about your order.

18. Contact

Questions about these terms: info@trysylvie.com.