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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.

Please note that Svala sizes currently are available in XS, S, M and L.

 Svala Size Chart (USA):

Size

USA Size

Bust (In)

Waist (In)

Hips (In)

XS

0 – 2

32.5 – 33.5

25 – 26

36 – 37

S

2 – 4

34 – 35

26 – 27

37 – 38

M

6 – 8

35 – 36

28 – 29

39 – 40

L

8 - 10

36 - 37

29 - 30

40 - 41

 

Svala 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 Yakit for international orders.

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 countries do you ship to?

Svala offers worldwide shipping.

Which carrier do you use?

We use Yakit to deliver to our international customers so that we can offer competitive shipping rates. International shipping rates are calculated at checkout automatically.

Yakit offers Standard and Express services, depending on which country you are ordering from:

Yakit Standard - 6 to 15 business days (uses your country’s postal service to deliver to you)

Yakit Express - 2 to 5 business days (uses DHL Express to deliver to you)

Please note: business days exclude weekends.

Yakit Express shipping is offered worldwide. Yakit Standard shipping is offered in the following countries: Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Mexico, Netherlands, New Zealand, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, UK.

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. International duties and taxes are non-refundable.

Svala offers worldwide shipping to:

  1. DDP (Delivered Duty Paid) countries
  2. DDU (Delivered Duty Unpaid) countries

What is the difference between DDP (Delivered Duty Paid) and DDU (Delivered Duty Unpaid)? How and when do I pay for duties and taxes?

DDP (DELIVERED DUTY PAID)

Deliveries to some countries are shipped on a DDP (Delivered Duty Paid) basis, which means you will not have to pay duties and taxes when your order arrives. Any duties and taxes due will be calculated at checkout and are added to your order total in the shopping cart which will show your guaranteed, final landing cost. 

The countries shipped to on a DDP (Delivered Duty Paid) basis are:

Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Mexico, Netherlands, New Zealand, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, UK.

DDU (DELIVERED DUTY UNPAID)

Pre-payment of duties and taxes is not available in all countries. For these countries, shipments will be sent on a DDU (Delivered Duty Unpaid) basis and you will be charged duties and taxes by the shipping provider when they deliver your order. These customs and duties must be paid in order to release your order from customs. Please contact your local customs office fort further information.

The countries shipped to on a DDU (Delivered Duty Unpaid) basis are:

Aland Islands, Albania, Andorra, Angola, Anguilla, Aruba, The Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia, Botswana, Brazil, Brunei, Burkina Faso, Burundi, Caicos Islands, Cambodia, Cayman Islands, Chad, China, Christmas Isl., Colombia, Congo, Dem. Congo, Rep., Costa Rica, Cote d’Ivoire, Cyprus, Djibouti, Dominica, Dominican Rep, Ecuador, Egypt, El Salvador, Equa. Guinea, Eritrea, Ethiopia, Fiji, French Guiana, Gabon, Gambia, Ghana, Gibraltar, Grenada, Guadeloupe, Guernsey, Guinea, Guiyana, Haiti, Heard Island, Herzegovina, Honduras, Hong Kong, Iceland, India, Indonesia, Isle of Man, Israel, Jamaica, Jan Mayen, Japan, Jordan, Kenya, South Korea, Kuwait, Lebanon, Liberia, Liechtenstein, Macao, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Malta, Martinique, Mauritius, Mayotte, McDonald Isl., Mexico, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Namibia, Nevis, New Caledonia, Nicaragua, Nigeria, Norfolk Island, Norway, Oman, Pakistan, Palestine, Panama, PNG, Paraguay, Peru, Philippines, Puerto Rico, Qatar, Reunion Island, Rwanda, Saint Helena, Saint Kitts, Saint Lucia, Saint Vincent, San Marino, Saudi Arabia, Senegal, Serbia, Singapore, South Africa, South Sudan, Spain, Sri Lanka, Sudan, Svalbard, Switzerland, Taiwan, Tanzania, Thaland, The Grenadines, Tobago, Togo, Trinidad, Turkey, Turks, Uganda, UAE, Uruguay, Venezuela, Veitnam, British Virgin Islands, Zambia.

How are international duties and taxes calculated?

Duties and taxes are calculated based on the items ordered, your shipment destination and the value of your purchase. The charges are determined by your local customs authority and includes the sales tax applied by your country for purchases from the U.S. as well as any duties charged for processing by your country.

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 not 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.

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.?

A Svala Returns Form is included in your original package. If you did not receive this form, please contact hello@svala.co and we can email you one. Please include a reason code for your return and Include this Returns Form in your return package. Customers will be responsible for return shipping and shipping fees but there is no restocking fee. Please ensure the item(s) are shipped through a traceable and/or insurable method. If you would like us to email you a Fedex return shipping label, please email hello@svala.co. If you choose this option, $10 will be deducted from your refund. 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.?

A Svala Returns Form is included in your original package. If you did not receive this form, please contact hello@svala.co and we can email you one. Please include a reason code for your return and include this Returns Form in your return package. Customers will be responsible for return shipping and shipping fees but there is no restocking fee. Please ensure the item(s) are shipped through a traceable and/or insurable method. 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.

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 carefully hand wash in cold water with gentle soap and air dry.

 

 

 

 

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