Frequently Asked Questions

Personalized Items shipping time is noted on the product pages & your order confirmation. It usually takes 14 to 21 days if there are no other external issues. Please note that during the Movement Restriction Order there might be slight delays if you are still unsure please contact us at hello@syanelle.com

All personalized orders get made and pushed into production very quickly, to quicken the production process so we will not provide a sample design. However if you are still unsure please contact us at hello@syanelle.com

We are unable to change the design of the item however the background color on some designs can be changed. The fonts position on the item as pictured will be placed in the centre by default; however, if you have a specific request (particularly regarding spacing/ stacking of names and capitalization), you can put the details in the Additional Notes. There will be additional charges based on the complexity of the request.

No. We do not include any invoice or any price in the packaging. For international order, we are legally required to display the contents and price of each parcel to customs.

Yes, during purchase in the Additional Note box you can write your own personal message to be sent with the gift. This will be placed on the gift card, which arrives with the parcel for the recipient to see when delivered. You can also choose to fill in their address for direct shipping.

We are unable to cancel or change ANY orders placed, for any reason. If eligible, you are welcome to return your item once you receive it.

IMPORTANT: All personalized items are processed & printed with the spelling entered on your order. Please make sure you check your spelling carefully and select the correct item when placing these orders.

All promo codes, gift cards, or store credit must be used at the time of order placement. Do NOT replace your order if you forgot your discount code as orders go straight into production and we can not guarantee that we can cancel the order you did not mean to place without your promo code. We can NOT adjust an order once it’s been placed.

Please see our Return/Exchange policy *here*

Yes! Free shipping is automatically applied to any domestic order at or above RM300 subtotal. Please keep in mind if you use a discount code at checkout, that could reduce your subtotal to below the RM300 value and you will not be eligible for free shipping. Unfortunately, free shipping is not available for international customers at this time.

If you place an order that includes custom/personalized items, please note that we are NOT able to expedite/rush shipping or production time.

We are not responsible for lost or stolen packages. Please check with the courier service centre if you believe your package has been lost or stolen. Please note the tracking number that will be sent via SMS to you.

Refunds will NOT be issued on packaged deemed “delivered”. We will only be able to offer a replacement once it is confirmed that item is lost. Please note that most courier services are experiencing some delays and we require up to 10 days for lost packages to be replaced. If you think your package is lost, stolen, or damaged during transit, make sure to email us at hello@syanelle.com to handle this.

Sometimes shipping carriers may mark your order as delivered before the package arrives to you. In this case, please allow at least 24-48 hours to see if your package shows up. If you still do not have your items, please reach out to our customer service team at hello@syanelle.com to help resolve this issue immediately.

We allow up to 15 days after the package was deemed delivered for the customer to reach out to us. We are unable to assist with lost packages that are deemed delivered after 15 days has past. Please note, refunds will NOT be issued on packaged marked as “delivered”

After an order has left our warehouse, we are unable to accept exchanges. If you need a different product (excluding a damaged item), please reach out to our customer service team to initiate a return for a refund.

An order confirmation email is sent automatically when an order is placed. After confirming that your order confirmation email did not go to your spam/junk folder and you believe you are missing it, we would be happy to assist if you contact us at hello@syanelle.com

If you receive an item that is damaged, please message us with a clear photo of the damaged area. Please DO NOT throw the item away if it is damaged prior to taking a photo or sending it to us for inspection. We cannot replace a damaged item if we do not see the damage.

We allow up to 7 days to correct damaged items after the item has been delivered. Please make sure to inspect your product upon arrival as we can not replace damaged products after 7 days.

Please reach us at hello@syanelle.com for any wholesale/agent enquiries

We make and print the face masks in pairs. So when you “add to cart” please ensure that you have choosen even numbers of mask. For example: 2, 4 or 6 pieces.

The design and name on the mask can be different.