Sylvane 

Absolute scam. I'd advise anyone to stay well clear of this company. The domain name states it is in the UK but everything you order comes direct from.China. Ordered an LED facemask 1st December. 8th January and still hasn't arrived. Tracking provided states it hasn't even left china. Email back and forth with them and they try and fob you off, saying 3 to 5 days for processing and further 5 to 10 days to ship. Asked for a refund and they said no and I had to wait. Asked again for a refund a week or so.layer and they said they would have to first check with their team to check on the status of the order? Hasn't left china i can tell you that. Complete and utter scam. Please avoid. Can't give less than 1 star which is a shame.

well i wish i had done my research.
seems everyone is having this same issues with this company i stupidly thought oh wow i will order the hair dryer and then get £100 of the face mask.
when i saw that it was stuck in china i started to see red flags
then i did research and realised it was a scam.
i received a cheap manicure set as free gift.
i raised a complaint with Paypal so they said that it has been delivered because of the free gift been delivered.
i also received a email from the company telling me to cancel the case with paypal but i haven’t and im still waiting for a refund for the hairdryer.
there should be a program on watchdog about this scam company.

Product never arrived customer service keeps giving me the run around not a please customer

I placed an order on November from a UK company to discover it was coming from Hong Kong. Never turned up (via EVRI) and still no refund made. 8 Jan 2026 still chasing my money.

I am writing this to warn other British consumers about Sylvane (sylvane.co.uk). Do not be fooled by the .co.uk web address or the London WC2H office location listed in their footer. This company operates as a front for a Hong Kong-based distribution centre, using 4PX tracking numbers originating from China, yet they fail to adhere to the British Consumer Rights they implicitly promise by targeting the UK market.

​I placed an order on 8 December 2025, specifically because the product was advertised for Christmas delivery. I was promised delivery by 22 December. As of 7 January 2026, the gift has never arrived.

​Key issues with this company:
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1. Hollow Promises: After my order failed to arrive by the promised date, customer service repeatedly used "technical issues" and "courier backlogs" as excuses to stall.
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2. Refusal of Statutory Rights: I formally requested a refund on Christmas Day after they failed to meet the delivery contract. They ignored my legal right to a refund and instead told me to "rest assured" and have "patience" while my money was held hostage.
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3. Lack of Transparency: They claim the order is "in the shipping pipeline", yet the tracking number provided (4PX*************CN) has shown no updates for weeks.
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4. Insulting Automation: Today, nearly a month late and with no product in hand, I received an automated email asking me to review how the product "fits into my self-care routine".

​This is the worst customer experience I have encountered. They are resistant to any fair resolution and show a total lack of integrity. I have now been forced to escalate this matter to the relevant authorities and the Ombudsman.

Avoid at all costs!!!

Ordered a Hair dryer on December 8th, doing so on the understanding that the company, titled Sylvane UK, was an actual British company, and thus could rely on the goods being up to UK standards. I certainly would never have considered buying any goods direct from China, let alone an electrical item. Anyway, less than an hour after placing order, and having investigated further, I tried to cancel. Was told this was impossible as item already despatched. Yet according to tracking information, package did not move for days, so the first of many lies from this, as I now know, Hong Kong based company, As well as sending emails, which always resulted in an unsatisfactory reply, i tried contacting the supposed UK office, (apparently situated in Covent Garden area), on numerous occasions. Always heard the same recorded message, that number not 'currently able to connect'. I actually looked up a number for the people who own the premises, they apparently rent out to various businesses, only to be told Sylvane UK is not registered as one of their clients. Further investigation led to an article in The Times newspaper which identified the premises as a known 'virtual office'. This being an address used by many legitimate companies, but also others involved in reported scams and financial fraud. Interestingly, a considerable number of which are Chinese. The hair dryer did arrive, 23 days after ordering, and well past its intended purpose as a Christmas gift. I have not bothered opening it, wanting to return, but am, as others have found, being faced with losing a large chunk of money in sending it back to China. Having read through reviews on Trust Pilot concerning Sylvane UK, it is evident that my experience of being misled by this definitely non British company is one shared by many, many others. Shocking that their Website is still up. Do not buy from them.

Ordered and paid for LED mask as a Christmas gift on 08/12/2025. Website showed 8-10 days delivery. On 22nd December, tracking showed item still in China so emailed to cancel the order (as per UK consumer law) and request refund. Item finally sowed up 06/01/2026 and they now say if I want a refund I have to return it to China at my own cost. Not a chance. They can get the courier company (Yodel) it pay for the return. In the meantime I have started a Section 75 with my credit card company. I will definitely do more research on where companys are based in the future before placing an order

Placed order back in November dispite numerous emails to them and dly tactics the items never arrived

Contacted PayPal to raise a claim which they did I was surprised to get a response from sylvan saying they would issue a refund if I cancelled the PayPal case
I wrote back saying I would if they sent a refund and surprise surprise they have not replied

I now have to wait for PayPal to refund the payment

Don't order from this company

Scam.
Tried to cancel order after I realised this was a scam, was advised item had been sent.
Raised a case with PayPal.
Email from Sylvane (UK) requesting me to close PayPal case and then they would refund me; stated there was an issue with courier and they needed to cancel order. They advised whilst PayPal case was open they couldn’t issue a refund ( incorrect) . I sent the email to PayPal and did not respond to Sylvane. NEVER close your PayPal case as it cannot be re-opened. Sylvane would never have issued a refund.
PayPal have now refunded me after an investigation.

It doesnt even deserve 1 star, led mask still hasnt arrived, ordered 6th december and it hasnt moved on tracking FROM CHINA! It says its a uk based company and then orders in from china! Absolute joke of a company, will email you bk until u actually ask specific questions about deadlines before refunds etc. Thank god for paypal and that i paid through them as im protected and can get a refund. AVOID AVOID AVOID

Ordered a face mask with neck piece for my wife as a gift. It arrived and the neoprene straps fell apart whilst fitting to the mask. The controller was the incorrect one for my order. I raised the complaint with the customer support asking for new straps and controller (with photo evidence), and was assured that my complaint would be sent to the correct team. Over a week later I had heard nothing, so I raised the issue again. I was assured that they were taking things seriously etc etc.... and two weeks later have still heard nothing. I am returning the item for a refund. This company isn't a scam, they are just terrible and have zero interest in customer service.

Ordered the lumaglow face mask with neck piece (£189) said you get a free gift £30 and £100 voucher.
Delivery was delayed. Ordered 14th Dec and received 30th December. Wasn't aware would be shipped from China but no real issues- lots of delivery updates. Missing neck piece. Emailed them to complain- they responded quickly apologising and stating we will be refunded for the neck piece. But to give it 5-7 days for the refund to be processed. Let's wait and see.
Product itself seems fine and does what I expected it to.( Hopefully not a fake and ruins my skin! )
Free gift defo not worth £30 but not upset by that. Not sure I need the £100 voucher as don't need a second mask and nothing else I want on website. Only get 4 weeks to use voucher!

DO NOT BUY from them and DOUBLE CHECK as this is not Sylvane.com. You think because it says co.uk you are dealing with the same company , you ARE NOT.
Item not received in time for Christmas, then come the excuses and refusal to cancel order even though it’s not left China until after Xmas. Very poor customer service as they say you have to cover return costs and Duty fees.
SCAM COMPANY, buy elsewhere.

Absolutely appalling . Ordered LED mask said in china . Excuses tracking not working it’s in it way . After 6 weeks and multiple emails informed package was destroyed en route and I will recieve refund. Luckily I have paid through PayPal so if refund doesn’t appear I can do something about it . Avoid at all costs

Tried to cancel after seeing bad reviews. Was told I couldn't. Raised a dispute with PayPal and they contacted saying I needed to end my dispute for them to refund me, 2 weeks later stillnnot refund. Now raising another dispute with PayPal. Do not buy from this company!

All lies total scam they will make up rubbish why your purchase won't be delivered and then after you receive no goods they have the front to ask for feed back STILL NO REFUND AFTER ONE MONTH , read the other reviews
DO NOT USE THIS COMPANY !!!!
YOU HAVE BEEN WARNED !!!@

Ordered a led face mask in 6 th December as a Xmas gift. Not received some 27 days later. Tracking system does not work and a very poor experience. Have requested a refund but no response!!

Awful. Avoid like the plague. Ordered this 3rd December, absolutely no delivery updates or item. Emailed a few times to be fobbed off and told it’s on the way. Do not purchase ANYTHING from this company. An absolute scam!!

Absolute scam of a company, acting purely fraudulent by including a “free gift” as part pf your order. They then use the tracking number of the so called “free gift” to claim the items that you have actually paid for have been delivered when in fact they were never sent in the first place. They claim to be a UK based company, using UK registered URL’s but they are operating outside of the UK are in fact a Hong Kong based company. Avoid, and whatever you are thinking of purchasing, think again and go elsewhere.

If I could give zero stars I would. Ordered 2 LED face masks on 30th Nov have had emails saying delayed delivery etc ..had email from Evri today to say arriving today ..just received delivery that contained 2 badly made manicure sets ..not the Led masks . So obviously been scammed .
DO NOT BUY ANYTHING FROM Sylvane
SCAMMERS !!!!