We are committed to providing clear, reliable, and accessible customer support for customers purchasing hoodies through our website. If you have a question about a product, an existing order, delivery, returns, payments, or any other matter relating to your purchase, you may contact us using the details provided below.
1. Company Information
Company Name: Sivelle
Address: 231 HIGH STREET, ARLESEY, SG15 6SZ
Telephone: +44 7776611741
Email: support@sivelle.online
2. General Customer Enquiries
Customers may contact us for general questions relating to our website, products, ordering process, delivery, returns, refunds, payments, or customer service.
When contacting us, please provide enough information for us to understand your enquiry and assist you efficiently.
3. Product Enquiries
If you have questions about any hoodie available on our website, you may contact us before placing an order.
Product enquiries may include questions about:
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Product descriptions
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Available sizes
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Colours
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Materials
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Product features
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Fit or sizing information
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Care information
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Product availability
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Other information displayed on the relevant product page
We will provide information based on the product details available to us.
4. Order Enquiries
If you have already placed an order and need assistance, please include your order number when contacting us whenever possible.
Order-related enquiries may include:
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Order confirmation
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Order status
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Incorrect customer information
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Delivery information
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Products received
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Missing items
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Incorrect items
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Damaged items
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Cancellation requests
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Return or refund questions
Providing accurate order information helps us identify your purchase and respond appropriately.
5. Changes to Order Information
If you discover that information submitted with your order is incorrect, contact us as soon as possible.
This may include corrections to:
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Customer name
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Delivery information
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Contact details
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Other information associated with the order
We cannot guarantee that changes can be made after an order has entered processing or dispatch.
6. Delivery Enquiries
If you have questions concerning the delivery of an order, please contact us with your order number and a clear description of the issue.
Delivery enquiries may include:
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Delivery status
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Delayed delivery
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Delivery information
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Missing parcels
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Parcels reported as delivered but not received
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Incorrect delivery details
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Other delivery-related concerns
We may request additional information where necessary to investigate a delivery issue.
7. Damaged Products
If you receive a hoodie that appears damaged, please contact us as soon as reasonably possible.
Your message should include:
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Your order number
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A description of the damage
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The affected product
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Any other relevant information that may help us understand the issue
We may request photographs of the product, packaging, or other relevant evidence where reasonably necessary to assess the matter.
8. Incorrect Products
If you believe you have received a product different from the product ordered, contact us and provide your order number together with details of the item received.
Please clearly explain the difference between the product ordered and the product received so that we can review the matter.
9. Missing Items
If an order contains multiple products and you believe that an item is missing, contact us with your order number and details of the missing item.
We may review the order information and available delivery records before providing further assistance.
10. Returns and Refund Enquiries
For questions about returning a product or requesting a refund, please contact us before taking action where instructions are required.
When contacting us regarding a return or refund, provide:
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Your order number
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The product concerned
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The reason for your request
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Relevant details concerning the condition of the product
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Any additional information that may reasonably be required
Any return or refund request will be handled in accordance with the applicable terms and policies made available through our website and applicable consumer law.
11. Cancellation Enquiries
If you wish to request cancellation of an order, contact us as soon as possible.
Whether cancellation remains possible may depend on the processing or dispatch status of the order.
Where applicable, customer cancellation rights will be handled in accordance with applicable UK consumer law.
12. Payment Enquiries
If you have questions regarding a payment associated with an order, you may contact us using the email address or telephone number provided above.
Payment enquiries may include:
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Payment confirmation
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Duplicate payment concerns
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Payment amount questions
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Refund payment questions
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Other payment-related issues connected with an order
For security reasons, do not send complete payment card numbers, passwords, security codes, or other sensitive payment credentials by email.
13. Privacy and Personal Information Enquiries
You may contact us if you have questions about how personal information submitted through the website is handled.
Where applicable, you may also contact us regarding requests relating to your personal information under UK data protection law.
To help us identify the relevant information, we may reasonably request details necessary to verify your identity before processing certain requests.
14. Website Technical Issues
If you experience a technical problem while using our website, you may report it to us.
Useful information may include:
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The page where the problem occurred
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A description of what happened
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The device or browser being used
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Any error message displayed
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A screenshot where appropriate
Please do not include passwords, full payment information, or other unnecessary sensitive information in screenshots or messages.
15. Complaints
If you are dissatisfied with a product, service, order, or customer service experience, you may submit a complaint using our contact details.
Please provide:
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Your name
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Order number where relevant
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A clear explanation of the complaint
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Relevant supporting information
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The outcome you are requesting, where applicable
We will review the information provided and respond based on the circumstances of the matter.
16. Information Required When Contacting Us
To help us respond efficiently, please provide relevant information such as:
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Your full name
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Your order number
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The email address used when placing the order
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The product concerned
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A clear description of your question or problem
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Supporting information where necessary
Please provide only information that is reasonably necessary for us to handle your enquiry.
17. Communication by Email
You may contact us at:
When sending an email, use a clear subject line describing the purpose of your enquiry.
For order-related enquiries, including your order number in the subject line or message may help us identify your purchase more efficiently.
18. Communication by Telephone
You may contact us by telephone at:
+44 7776611741
If your enquiry concerns a specific order, please have your order information available when contacting us.
19. Postal Correspondence
Written correspondence may be sent to:
Sivelle
231 HIGH STREET
ARLESEY
SG15 6SZ
United Kingdom
When sending correspondence concerning an existing order, include sufficient information for us to identify the relevant order and understand your request.
20. Customer Support Commitment
We aim to handle customer enquiries carefully, fairly, and professionally.
The information you provide when contacting us will be used as reasonably necessary to understand your request, verify relevant order information, communicate with you, and resolve the matter.
Nothing in this Contact Us information is intended to restrict any mandatory rights available to consumers under applicable law in the United Kingdom.