Sylvane 

Ordered LED face mask 06/12/25, still not arrived (20/01/26). Have sent lots of correspondence and last two times have requested cancellation and a refund. Am going to have to take legal advice on recovering my money because I am pissed off.

Do not purchase anything from Sylvane.co.uk. They are scammers. LED face mask purchased as a gift not delivered. Refund requested for non receipt of goods but e mail responses are poor and refunds are not processed. There is nothing legitimate about Sylvane.co.uk

Terrible company ,, loat my parcel ,and I have been waiting weeks for a refund and they keep emailing me excuses , thankfully I paid through PayPal so they have now opened up a case ,, scammers .. save your money !!!!

This is definitely a SCAM site. I ordered a face mask on 9th December and it never arrived. Their customer service is AI generated, you can never speak to a person. They said they could refund but I’d have to give them my bank details - which I’m obviously not going to do!

My face mask arrived after a month and then I was told I had to return it to China if I wanted a refund which I was advised would cost more than the product itself. This is against uk law! Dont buy from them but if like me you didnt check trustpilot until after purchase do use this as your argument to get compensated by your credit card or the company! Amex have given me a full refund!

Scam site.
Ordered a product for Christmas 2025 on the 10th December 2025.
It never arrived/was even dispatched.
I contacted "customer support" via email on the 29th to be told there was an issue with my order and to wait a week.
Waited a week only for them to say it was no longer available/possible to deliver. Asked for a refund on the 5th Jan 2026.
It's now the 16th Jan 2026 and I'm still waiting...their escalation team said they cannot refund my orignal payment method and want bank details etc...very fishy. Will arrange a chargeback through paypal.

Do yourself a favour and avoid this company like the plague.

Ordered an LED mask as a Christmas present for my wife on 29th November and it still hasn't arrived. Have sent a number of emails requesting a refund and although they replied to say that they would process a refund no refund has been made. Looking at other reviews this is clearly a scam.

Zero stars! As others have said this is a scam site. Managed to get my money back for the led mask via PayPal. Scammers will ask you to cancel your case with PayPal so they can give you a direct refund. Ignore it. Just proceed with PayPal and they will eventually give your money back.

Please please don't use this site. The review was fake and so are these people in chine.

Ordered mask end of November still not arrived 16 Jan. Initially they said it was a tracking problem that it had left their depot in China, then another email saying it’s on its way and now no reply to chasing emails.

'Tricked' into buying a hairdryer for my wife, a 'review' site directing me to Sylvane. After seeing reviews here I tried to cancel the order and eventually got a 50% refund. However, although cancelled, the hair dryer arrived and on inspection I discovered it had no CE or CUK marking, this according to research makes it illegal to sell in the UK! But, on contacting Citizens advice who have forwarded the details to Trading standards. There is nothing that can be done. Overseas companies can sell untested electrical goods in the UK!

What a heap of crap of a company - ordered a led face mask on 5th December for Xmas present - 13th Jan still not received tracking states in China -After many attempts got an answer it was damaged in transit - then another one saying in transit -they just fob you off - Thank God for PayPal got a refund

Appears to be a scam. The so called "free item" turned up, which was of terrible quality anyway. The facemask was never sent/dispatched- I've requested a refund, which they said would be processed- this hasn't happened either and now there are no responses to emails.

Update end Jan: after weeks of chasing a refund which the company claimed was processed, they now claim they delivered the product (previously they admitted they did not deliver). Constant lies, scams. Avoid this company.

Only giving this one star as I cannot give zero stars!

DO NOT ORDER FROM THIS COMPANY

I'm writing this review to warn other UK consumers about the deceptive practices of Sylvane.

What Happened:
I placed an order on 1st December and attempted to cancel it within 20 minutes of purchase. I was told the order had "already been shipped" - which their own tracking information later contradicted. This was clearly a lie to prevent cancellation.

The Deception:
Sylvane operates under a UK domain (.co.uk) and uses UK contact details
They create the impression of being a UK-based company
Products actually ship from China (Guangdong Province)
This is not clearly disclosed until you have a problem
When I tried to return the item under my statutory rights, they revealed the return address is in China

Insulting "Resolution" Attempts:
First offered 15% partial refund to keep an unwanted item
Then increased to 25% (still insulting)
Refused to provide a prepaid return label
Expected ME to pay international shipping and customs fees to return to China
Completely ignored UK Consumer Contracts Regulations 2013

Legal Concerns:
Under UK law, I have the right to cancel within 14 days and the company is responsible for return costs. Sylvane's use of UK branding while operating from China and refusing to honour UK consumer rights is misleading trading.

My Advice:
Check return addresses BEFORE ordering
Be aware this is not a UK company despite appearances
If something goes wrong, you'll be dealing with China
They do not honour UK consumer protection laws
You will be left significantly out of pocket

I am now pursuing this through Trading Standards, my bank's chargeback process, and reporting to the Advertising Standards Authority.
Save yourself the hassle and shop with genuine UK retailers.

DO NOT BUY ANYTHING!
Ordered face and neck led face mash it took over 3 weeks to come. When I opened it was only the face part which I spent £151 on! I tried to call with the number provided number just calls out! I’ve emailed 3 times and no one has replied. I have asked for a refund and offered to return the item but yet I’m £151 down and no one is getting back to me. Fraud company!!!!

As others have said, total scam. Ordered following what I realised now is a fake website listing top LED face masks. Website looked fine and I believed I was ordering from a UK based company, it was only when the confirmation email was received that I realised this was coming from China and alarm bells started to ring. Tracking information was provided but this never changed. I contacted PayPal and opened a case, just before sylvane had a chance to respond the case they emailed me and said if I closed the case with PayPal they’d refund me. I refused to close the case, why couldn’t they just refund in the first place? after a month of opening the case PayPal have refunded me.

I ordered 2x LED masks with neck peaces on 1st December as Christmas gifts. Items never arrived and were not traceable. I emailed them few times and every time there was some kind of a problem, tech issue e.t.c. Today (10 January) I got email requesting my bank details (they agreed to give me a refund) as they are not able to proceed to my original payment through PayPal. It shouts SCAM! Avoid at all costs!

The mask took much longer to arrive than expected. When it did arrive it came without the neck mask or £100 voucher.
I was refunded for the missing neck mask.
The face mask is very uncomfortable as the plastic bit digs in to the bridge of my nose.
I just hope the mask works OK. It seemed alright from one use.

If there were a 0 star option, I would pick that.

- Very misleading website, positioning themselves as UK based
- Poor quality product, not sure if fit for use
-Company is based in China and expects returns to be sent there at own cost.
- impossible to cancel order- when contacted about a cancellation, they provide a 15-20% discount to keep the product.

Do NOT buy from this company! Advertised as. UK distribution company and fails to mention obviously that they are based in Far East. My experience is very similar to other. Placed order with the promise of quick delivery! ABSOLUTELY not the case. Order placed goods not actually sent for days & days later!!! All lies. They are very responsive when you have ordered and waiting for goods! Then forget about any response.
My good arrived 31/12/25 when ordered 8/12/25! Got offered a 20% partial refund—- it hasn’t happened and no further response to emails.
They name of company is clever as it’s the same as another very reputable company with excellent reviews!!
DO NOT BUY ANYTHING from the beauty’ company.

abs shocking company do not use ,goods never turned up and getting a refund is like getting starmer to resighn bad experience