Orders & Returns

At Salvya, we are committed to providing you with high-quality, artisan-crafted fashion pieces that celebrate Moroccan craftsmanship. As part of our made-to-order and limited-production model, each item is created with precision and care.

To ensure a smooth shopping experience, we have outlined our orders and returns policy below. Please take a moment to review the guidelines, as our process is designed to maintain fairness, transparency, and sustainability.

Key Things to Know:

Exchanges are only available for defective or incorrect items.

Returns are not possible due to our custom-made production.

Refunds apply only if the item is defective or undelivered.
 

Customers must provide photos/videos as proof within 7 days of delivery. 

If an item is not defective but the customer is unhappy, we offer a discount on the next purchase instead of a return.
Title

1. Placing an Order

How to place an order on Salvya.com

Order confirmation & tracking

Can I modify my order after placing it?

2. Order Processing & Production

How long does it take to process my order?

Why do we operate on a made-to-order model?

Tracking your order status

3. Returns & Exchanges Policy

Can I return an item?

Exchanges for defective or incorrect items only

Time frame for reporting defects (within 7 days)

4. Refund Policy

When will I receive my refund?

How will the amount be refunded?

What can I do if my refund amount is incorrect?

5. Order Cancellations

Can I cancel my order before it ships?

Cancellation policy for customized & made-to-order items

6. Shipping Issues & Solutions

What if my order is delayed?

What if my package is lost or stolen?

Steps to take if your item is damaged in transit

7. Customer Support & Assistance

How to contact us for order-related issues

WhatsApp & email support for quick resolution

1. Placing an Order

How to place an order on Salvya.com

Placing an order with Salvya is easy and secure. Here's how you can shop with us:

Browse the Collection: Explore our curated selection of handcrafted, Moroccan-inspired fashion items.

Select Your Product: Choose the item(s) you wish to purchase, select your desired size, color, and quantity, and click “Add to Cart.”

Review Your Cart: Once you’re ready, go to your cart and double-check the items. You can edit quantities or remove products if necessary.

Proceed to Checkout: Click on “Checkout” when you’re ready to complete your order.

Enter Shipping Details: Provide your shipping information and ensure it’s correct for timely delivery.

Choose Payment Method: Select your preferred payment method from options like credit/debit card, PayPal, or COD (Cash on Delivery).

Confirm Order: After reviewing your order, click “Place Order.” You’ll receive a confirmation email once your order is successfully placed.

Order confirmation & tracking

Once your order is placed, you will receive an order confirmation email with a unique order number. This will contain important details about your purchase, including:

Product(s) ordered

Shipping details

Estimated delivery date

You can track your order at any time by logging into your Salvya account and visiting the Order History section. We will also send you shipping updates as your order progresses.

Can I modify my order after placing it?

Since we operate on a made-to-order model, changes to an order after it’s placed are generally not possible. Once an order is confirmed, production begins immediately to ensure quick delivery.

However, if you made a mistake or wish to make changes, please contact us immediately via email at support@salvya.com. We will do our best to assist you, though we can’t guarantee changes can be made once the order is in production.

2. Order Processing & Production

How long does it take to process my order?

After placing your order, we begin processing and preparing your items for shipment. The typical processing time is:

 

5-7 business days for ready-to-ship items

7-14 business days for made-to-order items,

 

as each piece is handcrafted just for you

Please note that processing times may vary based on item availability, seasonal demand, or production volume. We’ll keep you informed every step of the way!

Why do we operate on a made-to-order model?

At Salvya, we believe in creating fashion that is sustainable and ethical, which is why we follow a made-to-order model. This approach allows us to:

 

Reduce waste by only producing items that have already been sold.

Ensure that each piece is uniquely crafted, often by skilled Moroccan artisans.

Minimize overproduction of unsold stock, contributing to a more sustainable supply chain.

While the made-to-order model may require a slightly longer wait time, it ensures that each product is made just for you, reducing environmental impact and supporting artisan communities.

Tracking your order status

Once your order is dispatched, you will receive a shipping confirmation email with a tracking number. You can use this number to track your order’s journey through our trusted shipping partner.

Simply click on the link provided in the email or visit the Order History section of your Salvya account for real-time tracking updates.

3. Returns & Exchanges Policy

Can I return an item?

Due to the nature of our made-to-order and customized items, we do not accept general returns. All of our products are crafted specifically for each order, and thus cannot be resold once returned.

 

However, we understand that issues can occur during the production or shipping process, and we strive to ensure every customer is happy with their purchase. Returns are only possible if:

The item is defective (e.g., printing errors, fabric defects).

The item is incorrect (e.g., wrong size or color).

If you believe your order is defective or incorrect, please contact us within 7 days of delivery with supporting photos/videos of the issue. We’ll review the case and, if approved, issue an exchange or refund.

Exchanges for defective or incorrect items only

If the product you received is defective or incorrect, we are happy to offer an exchange for the correct item or a refund if an exchange is not possible.

Please ensure the item is unused and in its original condition when requesting an exchange.

To process your exchange, please follow these steps:

Contact Us: Reach out to support@salvya.com within 7 days of receiving your order.

Provide Evidence: Include clear photos or videos showing the defect or incorrect item.

Processing Exchange: Once your exchange request is approved, we’ll send you instructions on returning the item, and the new item will be shipped to you.

Time frame for reporting defects (within 7 days)

If your item is defective or incorrect, it is essential to report it within 20 days of delivery. After this period, we cannot offer exchanges or refunds unless under extenuating circumstances.

Please ensure that you inspect your order immediately upon delivery and contact us as soon as possible if there are any issues. We’re here to help!

4. Refund Policy

When will I receive my refund?

If your return or exchange request is approved, refunds will typically be processed within 10-14 business days from the date we receive the returned item or approve the exchange. Refunds will be issued to the original payment method used during the purchase, and you will be notified via email once the refund is completed.

Note: The exact timing may vary depending on your payment method or your bank's processing times.

How will the amount be refunded?

Refunds will be issued using the same payment method you used when placing your order. Depending on your payment method, you may receive the refund in the following ways:

Credit Card: The refund will be credited back to your card, and the funds will appear on your account within 5-7 business days.

PayPal: If you paid via PayPal, your refund will be credited to your PayPal account.

Cash on Delivery (COD): For COD orders, we will issue a refund via bank transfer or another available method. Please provide your bank details to process the refund.

In some cases, partial refunds may be issued if only a portion of the order is returned.

What can I do if my refund amount is incorrect?

If you believe the amount refunded is incorrect, please contact us as soon as possible at support@salvya.com. We will investigate the issue and ensure that the correct amount is refunded to you.

To help us resolve the issue quickly, please include the following in your email:

Your order number

A detailed description of the issue

Any supporting evidence (such as screenshots or receipts)

Our team will aim to resolve any discrepancies within 3-5 business days.

5. Order Cancellations

Can I cancel my order before it ships?

We process and ship orders as quickly as possible, especially with our made-to-order model, which means that changes or cancellations can be challenging once an order has been placed. However, if you wish to cancel your order before it ships, please contact us immediately at support@salvya.com.

While we can’t guarantee cancellation if the order has already been sent to production or dispatched, we will do our best to accommodate your request. Once the order is shipped, we cannot cancel or modify it.

Cancellation policy for customized & made-to-order items

Since most of our products are customized or made-to-order, once your order enters production, cancellations are no longer possible. This is because the products are crafted specifically for you and cannot be resold.

We highly recommend double-checking your order before confirming it to avoid any mistakes. If you need to make changes or cancel, please reach out to us as soon as possible.

6. Shipping Issues & Solutions

What if my order is delayed?

We strive to get your order to you as quickly as possible, but sometimes delays can occur due to factors beyond our control, such as:

High demand during peak seasons

Shipping carrier delays

International customs processing

If your order is delayed, please reach out to support@salvya.com with your order number. We will investigate the situation and provide an updated estimated delivery date.

What if my package is lost or stolen?

We work with trusted shipping carriers to ensure that your order reaches you safely. However, in the rare event that your package is lost or stolen in transit, please contact us immediately. We will work with the carrier to initiate an investigation and find the best solution for you.

To protect your order, we recommend selecting signature-required delivery or tracking insurance during checkout for added peace of mind.

Steps to take if your item is damaged in transit

If your item arrives damaged, please follow these steps to ensure a smooth resolution:

Document the Damage: Take clear photos or videos of the damage to the product and packaging.

Contact Us Immediately: Reach out to support@salvya.com within 7 days of receiving your order to report the issue.

Provide Evidence: Attach the photos/videos and provide your order number, a description of the damage, and your preferred resolution (exchange or refund).

Return Instructions: Once we’ve reviewed the information, we will send you instructions on how to return the damaged item.

We will process exchanges or refunds for damaged items promptly once the issue is confirmed.

7. Customer Support

How to Contact Us

At Salvya, we are dedicated to providing top-notch customer service. If you have any questions or issues, we’re here to help! Reach out to us through the following channels:

Email:

Support: support@salvya.com

General Inquiries: contact@salvya.com

Collaborations/Partnerships: collaboration@salvya.com

Social Media Inquiries: salvyaofficial@salvya.com

WhatsApp Support: +39 338 4087178

Phone:

Morocco (Marrakech): Av. Mohammed V, Carre Eden Etage II, Marrakech

Italy (Bergamo): Via Partiniani 25F, 24068 Seriate, Lombardy (Virtual Address in Edinburgh)

UK (Virtual Address in Edinburgh): 20 Dalgety Street 3F2, Edinburgh

We typically respond within 24-48 hours, but please note response times may vary during peak periods. We strive to address all inquiries as promptly and thoroughly as possible.

FAQs

1. How can I place an order on Salvya.com?

Placing an order on Salvya.com is simple! Just browse our collection, add your favorite items to the cart, and proceed to checkout. Fill in your shipping and payment details, and confirm your order. You will receive an order confirmation email shortly after.

2. Can I modify or cancel my order after placing it?

Once an order is placed, we work hard to process it quickly. If you wish to modify or cancel your order, please contact us immediately at support@salvya.com. Once the order has been processed or shipped, modifications or cancellations may not be possible.

3. Do you offer international shipping?

Yes! We offer international shipping to various locations, including Morocco, Italy, the UK, and many other countries. Please note that shipping fees and delivery times may vary depending on your location.

4. How do I know my order was successfully placed?

After completing your order, you will receive an order confirmation email containing your order details. You can also track your order status in your Salvya account or by clicking the tracking link provided in your confirmation email.

5. What if I received a defective or incorrect item?

If you received a defective or incorrect item, please contact us within 7 days of receiving your order. Provide photos or videos as proof, and we will assist you with an exchange or return process.

6. Can I return or exchange items?

We do not accept returns on most items as they are custom-made or made-to-order. However, we offer exchanges for defective or incorrect items. Please contact us within 7 days of delivery for assistance.

7. How long will it take to process my return or exchange?

Returns or exchanges are typically processed within 7-10 business days after we receive the returned items. You will be notified once the return or exchange is complete.

8. When will I receive my refund?

Refunds will be processed within 10-14 business days from the date we approve the return or exchange. The funds will be credited to your original payment method, and you will receive a confirmation email once the refund is complete.

9. How can I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this tracking number to monitor the progress of your order on the carrier’s website.

10. What should I do if my package is lost or stolen?

If your package is lost or stolen, please reach out to us immediately at support@salvya.com. We will work with the shipping carrier to investigate and resolve the issue. You may also consider purchasing signature-required delivery or shipping insurance for added protection.

11. Can I cancel my order before it ships?

If you wish to cancel your order, please contact us as soon as possible. While we strive to process orders quickly, cancellations may not be possible if the order has already been sent to production or dispatched.

12. Do you offer gift cards?

Yes, we offer Salvya gift cards! These can be used for purchases on our website and are available in various amounts. You can purchase them through our website, and they make a perfect gift for your loved ones.

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