Shipping & Delivery

Shipping and Delivery Policy

We are pleased to offer you an exceptional online shopping experience with free worldwide* shipping and hassle-free returns on all orders. Please read through our shipping and returns policy to further understand the terms and conditions regarding your purchases.

SHIPPING

We offer complimentary shipping on all orders worldwide* through our partnership with DHL Express, ensuring that you can enjoy our products no matter where you are.
Once your order is confirmed we are unable to alter the delivery address or method, or any details within your order, such as product, number of products or color.

Delivery Timeframes:

Orders are typically processed and dispatched within 1-2 business days from the date of purchase. Please note that delivery times may vary depending on your location, and have an estimate of 2-7 working days. You will receive a shipping confirmation email with tracking information once your order has been dispatched.
As a reference you can consider the following approximate timeframes:
  • European Union: 1-2 Working Days
  • United Kingdom: 1-2 Working Days
  • Rest of Europe: 2-3 Working Days
  • USA: 2-4 Working Days
  • Japan: 2-4 Working Days
  • Rest of The World: 2-7 Working Days*
*Kindly be aware that although most deliveries to the Rest of the World are typically fulfilled within 2-5 days, there might be a slight delay for deliveries to more distant locations, including Australia, China, and the UAE. However, all deliveries to these countries are expected to be fulfilled within 7 days.

Signature Requirement:

For security purposes, all deliveries will require a signature upon receipt. Please ensure someone is available to sign for your package at the provided shipping address.

RETURNS

Free Returns:

We trust that you will adore your Santoir purchase. However, should you wish to return your item(s) for any reason, we offer 14 days complimentary returns, as long as you adhere to the guidelines outlined below.

Conditions of Returned Items:

To be eligible for a return, items must be in their original condition, unused, and in their original packaging with all tags, accessories, and accompanying documentation intact. Items that do not meet these criteria will not be accepted for return.

Upon receipt of your item(s), and subject to inspection by our quality control department, we will proceed with the return.

Return Process:

To initiate a return, please contact our customer service team through the Contact Form within the 14-day return period. Our team will provide you with a return authorization and instructions on how to proceed with the return.

Return Shipping:

We will provide you with a prepaid return shipping label for your convenience. Simply affix the label to the package and drop it off at your nearest shipping location.

Reimbursement:

Once we receive your returned items and verify their condition, we will process your refund within 10 business days after the cancellation of the order. Business days are defined as Monday to Friday 8am to 6pm, excluding public holidays in Spain.
Refunds will be issued in the original form of payment used for the purchase. Please note that the time it takes for the refund to appear in your account may vary depending on your bank's policies and processing times.

EXCHANGES

Unfortunately, we do not offer direct exchanges at this time. If you would like to exchange an item, please follow the return process outlined above and place a new order for the desired item.

ADDITIONAL INFORMATION

Customs Duties, Tariffs and Taxes:

Please note that international orders may be subject to customs duties and taxes imposed by the destination country. These charges are already included in the purchase price, so you won't need to incur any additional costs. However, it is essential that you provide DHL with your personal information so they can handle the customs clearance on your behalf.

If this information is not provided on time, the order may be delayed or even returned to the sender, potentially resulting in additional charges or the cancellation of the shipment. We recommend staying attentive to DHL's communications to ensure a smooth and timely delivery.

Lost or Damaged Packages:

While we take every necessary precaution to ensure the safe delivery of your order, we have no control over packages once they leave our facilities. If your package is lost or damaged during transit, please contact our customer service team, and we will be happy to assist you in resolving the issue directly with the carrier.


Contact Us:

If you have any questions or concerns about our shipping and returns policy, please don't hesitate to contact us. Our dedicated customer service team is here to assist you and ensure your shopping experience with us is enjoyable and stress-free.

Thank you for choosing Santoir. We appreciate your interest and look forward to seeing you again soon.


*Note: We ship to the following countries: 
Andorra, Australia, Austria, Belgium, Brunei, Bulgaria, Canada, Chile, Croatia, Cyprus, Czechia (Czech Republic), Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hong Kong, Hungary, Iceland, Ireland, Italy, Japan, Jersey, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Macau, Malaysia, Malta, Monaco, Netherlands, New Zealand, Norway, Oman, Poland, Portugal, Qatar, Romania, San Marino, Saudi Arabia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Taiwan, United Arab Emirates, United Kingdom, and the United States of America.