Frequently Asked Questions
Can’t find an answer here? Email support@syvimir.com — we reply within 2 business days.
Ordering
Is there a minimum order?
No. You can order a single item. We do offer a discount on larger orders — see our promotions at checkout.
Can I change or cancel my order after placing it?
If your order has not yet been dispatched, we can usually change the size, colour, or address, or cancel it. Email us immediately with your order number and “URGENT” in the subject line. Once an order has been dispatched, it can no longer be modified — but you can still return it under our 30-day return policy.
I placed an order but did not receive a confirmation email.
First check your spam or promotions folder. If it is not there, your order may not have completed — check whether your card was charged. Then email us with the name and email used at checkout and we will locate the order.
An item I want is sold out. Will it come back?
Most core styles are restocked, typically within 2–4 weeks. Email us with the style name and size and we will notify you when it is back.
Sizing and Fit
How do I know which size to order?
Our garments are cut to an international fit and our Size Guide lists every measurement in both centimetres and inches. The most reliable method is to measure a garment you already own that fits well, lay it flat, and compare the chest width and body length with our table.
Are your sizes the same as US / EU sizes?
Not exactly. Our sizes run close to US sizing for tops, but some styles — particularly outerwear — have a closer, more athletic cut than a typical US relaxed fit. If you are between two sizes or plan to layer, we recommend sizing up for jackets. When in doubt, email us your height, weight, and usual size and we will advise.
Do you offer extended sizes?
Yes. Many styles are available up to 4XL, and some up to 5XL. Sizes shown on each product page reflect what is actually in stock — if a size is not listed, it is not currently available for that style.
Will the garment shrink after washing?
Our cotton styles are pre-shrunk, and residual shrinkage is under 3% when washed at 30°C and dried flat or on low heat. Avoid high-temperature tumble drying, which can cause additional shrinkage and damage elastic fibres.
The colour looks different from the photo.
Screens vary, and studio lighting differs from daylight. Small variation between the photograph and the delivered item is normal and is not considered a defect. If the colour is clearly different from what you ordered — for example, you received navy instead of black — contact us within 7 days and we will resolve it.
Shipping
How long does delivery take?
Processing takes 1–3 business days, then transit is 8–15 business days for Standard International, or 3–7 business days for Express. So a Standard order typically arrives 9–18 business days after you order. Full details on our Shipping Policy page.
Do you offer free shipping?
Yes — Standard International shipping is free on orders of $99 or more (after discounts). Below that, Standard shipping is a flat $12. Express shipping is a flat $28 and does not qualify for the free threshold.
How do I track my order?
You will receive a tracking number by email when your parcel is dispatched. Tracking can take 24–48 hours to activate. You can also check status on our Order Tracking page.
Will I have to pay customs duties or import tax?
Possibly. Orders ship from China, and your country may charge import duty, VAT/GST, or a handling fee on arrival. These charges are not included in our prices and are the recipient’s responsibility. For US orders under $800, duty usually does not apply; EU and UK orders commonly attract VAT. See Shipping Policy, Section 6 for country-specific detail.
Can you ship to a PO box or freight forwarder?
PO boxes are accepted in some regions but increase the risk of non-delivery. We do not ship to freight forwarder addresses, because we cannot guarantee delivery or process claims once a parcel is handed to a forwarder.
Returns and Refunds
How do I return an item?
Email support@syvimir.com with the subject “Return Request – [order number]” within 30 days of delivery. We will reply within 2 business days with instructions. Do not ship anything back before contacting us — unannounced returns cannot be matched to your order.
Who pays for return shipping?
If the item is defective, damaged, or not what you ordered, we pay. If you changed your mind or ordered the wrong size, you pay the return shipping. Full detail in our Refund & Return Policy.
How long does a refund take?
We inspect returns within 2 business days of receipt and issue the refund within 3 business days after that. Your bank or card issuer then needs 5–10 business days to post it. Refunds always go to the original payment method.
Can I exchange for a different size?
We do not run a direct exchange process, because it is faster to return the item for a refund and place a new order — that way your replacement ships immediately instead of waiting for the return to arrive. If stock is low, contact us and we will hold the item for 5 days while your return is in transit.
Payment
What payment methods do you accept?
Visa, Mastercard, American Express, and PayPal. All payments are processed over an encrypted connection by our payment providers; we never see or store your full card number.
What currency am I charged in?
All prices are in US Dollars (USD). If your card is issued in another currency, your bank converts at its own rate and may add a foreign transaction fee, which is outside our control.
Is my payment information safe?
Yes. Card details are entered on our payment provider’s secure pages and are never stored on our servers. All traffic to the Site is encrypted over HTTPS, and every transaction passes through the provider’s fraud screening.
My payment was declined. What should I do?
Common causes are a billing address mismatch, insufficient funds, or your bank’s fraud controls blocking an international transaction. Try a different card, or call your bank and authorise the transaction. If it still fails, email us and we will help.
Products and Care
Where do your fabrics come from?
We source fabrics directly from mills in Zhejiang and Jiangsu provinces, and specify weight, composition, shrinkage, and colour fastness for each style. Fabric composition and weight (in gsm) are listed on every product page.
How should I wash my garment?
Wash at 30°C or below, inside out, with similar colours. Do not bleach. Tumble dry on low or hang dry. Do not iron prints or logos directly. For waterproof and down-filled styles, follow the care label attached to the garment — down items benefit from tumble drying on low with dryer balls to restore loft.
How waterproof are your jackets?
Waterproof ratings are stated on each product page where applicable. “Water-resistant” means the fabric sheds light rain but is not sealed for sustained downpours. Fully taped-seam styles are rated for rain and are suitable for hiking and commuting, but are not designed for extended exposure in heavy storms.
Wholesale and Custom
Do you offer wholesale pricing?
Yes. We are a manufacturer, so bulk orders are straightforward. Email support@syvimir.com with the subject “Wholesale Enquiry”, including the styles, quantities, sizes, and destination country. We reply within 3 business days.
Can you produce custom designs or add my logo?
Yes, for orders above our minimum production quantity, which varies by style. We handle sampling, labelling, and packaging. Email us with your requirements and we will send a quote and sampling timeline.
Still need help?
Email support@syvimir.com or use our contact form. We answer within 2 business days, Monday to Saturday, China Standard Time (GMT+8).