Return policy

Scope

This return and refund policy applies to all purchases made through the Svelva online store, operated by JB DIGITAL.

60-day fit guarantee

Our sizing is as accurate as we can make it, but sometimes the fit just is not right. That is why we offer a 60-day fit guarantee.

Wear them, wash them, and if you are not satisfied with the fit within 60 days of receiving your order, email us with your order number and the size you need. We will send the new size free of charge, and there is no need to return the original pair.

Return eligibility

We accept returns when:

• the item is defective, damaged or incorrect;
• the return is initiated within 14 days of delivery;
• the item is unused, in its original packaging and includes all original components;
• hygiene-sensitive items such as socks are unworn, unwashed and unopened.

You have the statutory right to withdraw from the contract within 14 days of delivery for any reason. That right does not extend to hygiene-sensitive items whose packaging has been opened, and in those cases our 60-day fit guarantee applies instead.

Return process

To start a return, email hello@svelva.com with:

• your order number;
• a description of the issue;
• photos of any damaged or incorrect items;
• your full name and delivery address.

We will review your request and send return instructions. We reply within one working day.

Please do not send anything back without prior authorisation, as we cannot accept unapproved returns.

Return shipping costs

• Defective, damaged or incorrect items: we cover the return shipping and issue a refund or replacement.
• Size exchange under the 60-day guarantee: free, with nothing to send back.
• All other approved returns: the customer covers return shipping.

Refunds and exchanges

We offer both refunds and exchanges, subject to product availability.

• Method: refunds are issued to your original payment method.
• Timeline: once we receive and inspect your return, we process the refund within 14 days and notify you by email.
• Shipping refund: if the return is due to our error, both the product and the original shipping cost are refunded.

Cancellation

Orders can be cancelled before they ship. Once an order has shipped, cancellation is no longer possible, but you may request a return instead.

Exceptions

The following cannot be returned:

• worn or washed socks, other than under the 60-day fit guarantee;
• hygiene-sensitive items that have been opened;
• items sent back without prior authorisation.

Non-delivery claims

If your order never arrived, contact hello@svelva.com. We will work with the carrier to locate your parcel. If it cannot be found, you are entitled to a full refund or a replacement.

Return address

We will give you the correct return address in your return authorisation email. Please do not return your parcel to the sender address.