Contact & FAQs

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Email: concierge@sylthvirago.com

Phone: ‪(332) 333-4610‬

Hours: Monday - Friday, 9 AM - 5 PM EST


Frequently Asked Questions

Do I need to create a Sylth Virago account to purchase products?

No, you do not need to create an account to make a purchase. However, we do recommend that you set up a Sylth Virago account in order to better manage current and future purchases. Having an account with Sylth Virago allows you to save your payment information, address details, and review order history. If you are concerned about receiving unsolicited emails, rest assured we mainly send you emails regarding your purchase. Should you wish not to receive other emails concerning benefits and exciting Sylth Virago announcements, you may easily opt out.

What size should I choose?

Sylth Virago shoes come in Italian sizing and are true to size. Please refer to our size guide, linked on every product page, for further information. This information is also available on the individual product pages.

Can I include gift wrap or gift message with my order?

Sylth Virago is pleased to offer the option of including a gift message with your order. Furthermore, Sylth Virago orders arrive in the signature Sylth Virago packaging. Shoes will come in their original shoe box wrapped in luxurious recycled tissue paper with our complimentary SV tote bag. However, we cannot offer gift wrap at this time.

Can I cancel or amend my order details?

Unfortunately, once your order has been placed we are unable to change any of the details but may be able to assist you to cancel and replace the order. Please contact our Concierge Service for further information.

Please note that we are unable to add an item to an order or combine two orders together in the same shipment. You will be required to cancel your order and place a new one with all the items you wish to purchase; alternatively, you may simply place a new order for the additional item.

Which payment methods are accepted?

We accept PayPal, Visa, MasterCard, American Express and Venmo

How do I unsubscribe from Sylth Virago E-mail updates?

In order to unsubscribe from Sylth Virago updates, you can click to ‘Unsubscribe’ on any email update received from us. For any additional inquiries regarding email updates, please contact our Concierge Service.

Can I amend my delivery address once the order has been placed?

Depending on the status of your order, we may be able to amend your shipping address. Please contact the Concierge Service for assistance.

Once your order has been shipped, we are unable to make any amendments to the address.

What countries does Sylth Virago deliver too?

Sylth Virago currently delivers only within the United States.

Please note Sylth Virago is not able to deliver to PO Boxes (including BFPO) or Freight forwarders. Once the order has been placed we are unable to amend the address details.

How can I track the delivery of my shipment?

As soon as your order is dispatched, we will send you a confirmation email along with your unique tracking number. You may use this number to track your order online.

What courier do you use?

All Standard orders are shipped with UPS.

Will all items bought be shipped together?

Where possible we will ship the items from your order together.

Please note if you have purchased a pre-order and an in-stock item, these pieces will be shipped and delivered separately.

What is the return policy online?

For full details of the Online Returns Policy, please visit the Elevated Ethics Policy, which you can also find at the footer of the website.

Where can I find sizing information?

Please refer to our Size Guide on individual product pages.

Do you offer repair services?

Sylth Virago guarantees its products for one year from the date of purchase. The warranty covers only items that present a manufacturing fault, and does not cover damages arising from dye transference, accident or misuse, or from any alteration, service or repair performed by any party other than Sylth Virago certified repair specialists.

Sylth Virago offers an excellent after care service and will assist with all repairs where possible. Please see our Elevated Ethics Policy for our unique Sylth Virago repair policy. Please note that some styles may be irreparable depending on the materials used and the age of the product. You may find information about product care on the individual product pages. You may call or email our Concierge Service for more information.

We strongly discourage the addition of rubber protective soles onto Sylth Virago shoes. Furthermore, repairing heel damage due to the alteration of soles may incur a charge.

If you purchased from the website and would like to enquire about any after sale services, please contact our Concierge Service and someone will be happy to advise on the best course of action.

Where can I find information for product care?

You can refer to our individual product pages for specific recommendations from our suppliers for product care. For any additional inquiries or repair requests, you can contact our Concierge Service team.

How do I return or exchange an item?

We are pleased to offer a free returns service with our unique to Sylth Virago Elevated Ethics Policy to all customers where the purchases meet our Returns Policy. For full details of how to process a return please visit our Elevated Ethics Policy. 

At this time we are not able to offer exchanges, but we are happy to offer free return and you may place an order for your preferred product variant. You may also contact our Concierge Service to assist in this process.

What should I do if I receive an incorrect or faulty item?

We are sorry to hear if you have received an incorrect item, or if you believe your item has been delivered faulty. Should this be the case, you should contact our Concierge Service by emailing concierge@sylthvirago.com with the following information:

  •             Your proof of purchase/order number
  •             A short description of the issue
  •             Supporting images

A member of our Concierge Service team will then be in touch to advise the next steps.

All items that are returned as faulty are thoroughly inspected by our quality control experts to deem whether an item is faulty or whether it is fair wear and tear. We may be able to offer to repair your item but please note that repairs are not guaranteed.

If in the rare event that your item is faulty due to a manufacturing error, we may be able to replace your item. Replacements are subject to availability and we ask that you state you would like this option at the time you request a return.

What is the difference between pre-order and waitlist?

We give you the opportunity to get the first look at our new season collections and the unique chance to reserve and purchase these key pieces in your size. Pre-ordered items are not immediately available to be shipped out to you as they are finished being realized by our craftsmen.

We provide you with estimated delivery times on the product page of your chosen item, please note these are guidelines and we will update you once the order has been shipped.

Please note if you have purchased a pre-ordered item and an item that is immediately available on the same order, items will be dispatched as and when they become available.

Waitlisted items are products that are either not yet available for purchase or are out of stock. We encourage you to join the waitlist on a product that you would like to purchase to help potentially boost availability. When the item does become available you will be notified via your preferred communication method and you may then revisit the site to purchase your item.