Risk Free Purchase
At Santoir, we are committed to providing a risk-free shopping experience for all customers purchasing through santoir.com. This policy is designed to ensure maximum security and peace of mind with every transaction. Our Risk-Free Purchase Policy includes:
Workshop Inspection
Each Santoir bag undergoes rigorous quality checks at our workshop to ensure only products meeting our standards are made available.
Pre-Shipment Inspection
Before each dispatch, our team meticulously inspects and gift-wraps every product once it passes final approval, ensuring it arrives in perfect condition.
Product Identification
Every Santoir item has a unique identification number, allowing us to track the workshop and production date, guaranteeing authenticity and traceability.
Free Shipping with Full Insurance
All shipments are made via DHL Express’s GoGreen programme, fully insured at no additional cost, covering the total value of the product against loss or accidents.
Taxes and Duties Covered
Santoir covers all applicable taxes and duties, so the price you see is the final price. You will not incur additional VAT, duties, or customs fees. DHL may require further information to complete the customs process, but there will be no additional cost to you.
Secured Product Reception
A signature and ID are required for delivery. Santoir provides free delivery scheduling via DHL Express to ensure a smooth and successful delivery.
Free Returns
If, for any reason, your purchase does not meet your expectations, you have 14 days from delivery to request a free return. Our return process is designed to be simple: complete our contact form at santoir.com or email us at contact@santoir.com, and we will handle the rest.
Product Guarantee
All Santoir handbags include a 12-month guarantee. In the rare case your bag needs repair (e.g., for a lock, handle, or stitching issue) within 12 months of purchase, we will arrange collection, repair, and return delivery at no additional cost. A purchase receipt is required.
Warranty Limitations
The guarantee does not cover normal leather wear or marks/stains (please avoid strong-dyed clothing such as dark jeans, which may transfer colour). It also excludes natural softening of the bag’s shape that occurs with use, as these are not quality faults.
After 12 months, Santoir offers a repair service for a fee, covering repair and shipping costs if needed. If hardware breaks after 12 months, we will replace it if still in stock, as we do not reorder hardware for discontinued styles.
For questions, please email us at contact@santoir.com or use our contact form at santoir.com.
Warnings and Exclusions
Leather
Each leather skin is unique; slight colour variations or vein marks are natural features that add to this luxury item’s charm.
Hardware
Our hardware features a real 18k gold finish. To maintain its lustre, avoid contact with other surfaces, liquids, and hand lotions. Santoir cannot accept complaints for loss of colour in the gold finish.
Logo
The Santoir logo is applied via heat-transfer foil. Avoid contact with surfaces and liquids to preserve its clarity and colour. We do not accept complaints for loss of colour or clarity in the logo.
Handle with Care
Santoir products are designed for fashion use only. Santoir is not liable for defects or damages caused by:
a) Normal wear and tear,
b) Rough handling, such as dropping, bending, or dragging,
c) Improper use, including disregard for provided care instructions.
