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Luxury, sustainable, animal-friendly

FAQ

ORDERING                           

 What currency are your prices in?

 Our prices are in US dollars (USD).

 Are Svala gift cards available?

 No, we do not offer gift cards yet.

 Can I cancel or change my order?

Once an order is placed, we are unable to make any changes. You can make a request to cancel your order and place a new order if needed. However, once an order has shipped, we are unable to cancel it. If you do need to cancel an order, please contact hello@svala.co as soon as possible with your order number as we usually ship within 24 to 48 hours of receiving an order (excluding holidays and weekends). We will do our best to cancel the order before it ships.

What’s the status of my order?

Once you have received your shipping confirmation email, you can click “Track It” to check on the status of your delivery. It may take 24 hours for tracking updates to appear. If you have any further questions about the status of your order, please contact hello@svala.co so we can help you.

 SIZING

What size am I?

Below are some size charts to help you determine your Svala size. If you have any specific questions about your size, please reach out to hello@svala.co. Please note that Svala sizes currently are available in XS, S, M and L.

Bra Size Chart:

Measurements

Cup Size

30/31

32/33

34/35

36/37

A

XS

S

M

L

B

XS

S

M

L

C

S

S

M

L

D

M

M

L

L


* Please note that the Vivien lace lingerie sets run on the smaller side. 

SHIPPING

Where do you ship to?

All 50 states within the U.S., including Hawaii and Alaska. We also ship internationally. Please check out INTERNATIONAL SHIPPING below for a list of countries.

Which carrier do you use?

We ship via FedEx exclusively for the US and via DHL Internationally.

When will my order be shipped?

Usually orders are shipped from Los Angeles within 24 to 48 hours of purchase from Los Angeles, pending credit verification and availability. We do not ship on the weekend or U.S. holidays, and we do not offer Saturday delivery yet.

Do you ship to P.O. Boxes?

We do not ship to P.O. Boxes. Please provide a physical address to avoid delays in shipping.

What if I give the incorrect address when ordering?

Orders with invalid addresses may be returned to us and may delay delivery. If you entered the incorrect delivery address, please contact hello@svala.co as soon as possible.

What if my order is lost or stolen?

After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages. If an incorrect address was given when ordering and was not rectified by the customer until after delivery, we cannot be held responsible for lost or stolen packages.

SHIPPING WITHIN THE U.S.

What Are My Shipping Options?

Please note that shipping times are subsequent to dispatch from Los Angeles.

FedEx Ground (4 to 8 Business Days)

Can I get my order faster?

We are currently working on this option but if you need your Svala items shipped faster than FedEx Ground, please contact hello@svala.co so we can do our best to help.

Will I be charged Sales tax?

All orders shipping to California will be charged Sales tax.

INTERNATIONAL SHIPPING

Which international countries do you ship to?

Australia, Canada, China, Iceland, India, Ireland, Japan, New Zealand, Philippines, Scotland, Singapore, Switzerland, South Korea, UK.

If you do not see your country listed above and would like Svala to ship to you, please reach out to hello@svala.co.

Which carrier do you use?

DHL Globalmail Packet Plus (6 to 11 Business Days).

How long will my shipment take?

Although average delivery time for international orders 10 to 15 business days, delivery could take up to 3 weeks. Please allow additional time for International orders as the shipping depends on the customs of the country we are shipping to. We are not offering expedited shipping to our international customers yet but if you need your Svala items faster, please email hello@svala.co so we can help you.

Who pays for international taxes and duties?

Svala is not responsible for any taxes or duties that may be incurred on international orders. If any taxes or duties are incurred as a result of your purchase, they will be your responsibility.

RETURNS

What is your online return policy?

We want you to love your Svala items! If for any reason you are not completely satisfied with your purchase, we will accept your return free of charge subject to the following terms. For online orders, we accept items in new condition with original tags attached for a full refund provided the return is postmarked within 14 days or receipt of your order. We do charge a restocking fee but customers are responsible for shipping fees.

Your refund will be credited to the same credit card used to make your purchase. Please note that all underwear, except for bras, are final sale.

Svala monitors returns to identify potential misuse or abuse of our return policies. We reserve the right to refuse free return service to anyone.

Can I exchange my order?

We are unable to process exchanges at this time. If you would like to change your order, please return the original item(s) for a full refund and place a new order.

When will I get my refund?

Once we receive your return, please allow 2-3 business days for your return to be processed and then 5-10 business days for your bank to post the refund to your account. We’ll send you an email when your return has been processed your refund so you know it’s on the way.

How do I return an order from within the U.S.?

Please contact hello@svala.co to receive  a return authorization number and return information. Customers will be responsible for return shipping and shipping fees. Please ensure the item(s) are shipped through a traceable and/or insurable method. Svala is not responsible for lost returned packages and will not be able to issue a refund until returned packages have been received.

How do I return an order from outside the U.S.?

For our international customers, if you are sending back a return from outside the U.S., please contact hello@svala.co and supply us with your tracking number of your preferred carrier. Please include a reason code for your return and put the packing slip in your return package.

Any duties and taxes paid are nonrefundable.

Please declare it as "9801 - US GOODS RETURNING" on your commercial invoice and keep your tracking number for your records.

GARMENT CARE

How do I look after my Svala items?

Each item is unique and may require different care. Please refer to the care label on your purchase for full instructions. For the Svala Vivien lace lingerie, please hand wash in cold water with gentle soap and air dry.

 

 

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