Christmas Delivery and Returns

Christmas Delivery Dates

For Christmas Delivery, please order before Thursday 17th December.

While our courier is operating until Christmas Eve, with the ongoing pandemic and increased workload on deliveries, we advise that any presents needed for Christmas should be ordered by 2pm on Thursday 17th of December.

We are continuing to converse with our courier and monitor this date and if it needs to be moved.


Extended Returns

For peace of mind with buying gifts we have extended our returns policy.

All items, provided they are in a resalable condition as outlined in the returns procedure, purchased between November 13th 2020 and December 31st 2020 can returned up to the 31st of January 2021

Delivery

Which Countries Do You Deliver To?

We only deliver to addresses in the United Kingdom of Great Britain and Northern Ireland. For the avoidance of doubt we do not deliver to PO Boxes nor to the following areas:

Channel Islands - GY, JE.
Isle of Man - IM.
Scilly Isles - TR21-25.

We do reserve the right not to deliver an order if we believe the address isn’t secure, for example to a communal postal address. If this affects an order you place, we'll notify you as soon as possible.

Can I Have My Parcel Redirected To A Different Address?

For your security once you have checked out we aren't able to change the address your order is being sent to. Don't worry- if you're not in when a delivery is attempted our courier will leave a card advising how to arrange a redelivery or where you can pick up your parcel.

What Does Your Order Status Mean?

Payment Received - We have received your order but we haven't processed it yet.
Awaiting Dispatch - Your order is in the warehouse being picked/packed.
Order Dispatched - We have completed your order in our warehouse. Once the courier has collected it, you will receive confirmation from them. 

Can I Track My Order?

We work closely with our delivery partners to deliver your parcel safely and to allow you to take delivery of your goods in a way that suits you.

This means you can arrange to reschedule your delivery or arrange to collect it. If you have not received an email confirmation with your tracking information, please use the Contact Us page to speak to our Customer Service here.

What If I Am Not In When You Make A Delivery?

The courier will keep you regularly updated on the date and time of your delivery via a series of emails and text messages.
If you are not going to be in when they arrive, the courier will either leave the parcel with a neighbour, send you a text message and leave a card to advise you where your order was left. Alternatively, you can amend the delivery instructions by following the link provided by the courier in the text update you receive.

My Order Has Been Damaged On Delivery, What Should I Do?

If your order has been damaged in transit please contact our Customer Services team here, where one of the team will be happy to help.

Missing, Incomplete Or Damaged Orders

For damaged products, incomplete orders or despatched orders that don't arrive within the expected time period, please email our Customer Services team here.

Returns

What’s Your Return Policy?

If you’ve changed your mind or simply your Santini product just isn’t right for you, you can return to us within 30 days of receipt.

You will naturally wish to inspect the products you order and try them on for size. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of the goods. Therefore, please ensure you do not damage the items (or the packaging) and, if you wish to return anything that it reaches us in perfect condition. Where an item has a hangtag attached, it must still be attached upon return.

Where you have failed to take reasonable care of the goods, whilst in your possession or when returning them or if you have returned your purchase after 30 days (with the exception of faulty goods) we reserve the right not to offer you a refund in full. We may instead return your purchase to you.

We do not accept back worn, used, altered or damaged items.

We may not be able to issue you a refund is the value of an item is diminished by something that you have done for example;

Worn

Hygiene reasons

Marks/Make-up

Lotions

The goods are your responsibility until they reach our warehouse, so make sure they’re packed up properly and you keep your proof of postage. Santini SMS cannot accept responsibility for returned parcels which are not delivered to us.

Only items purchased at www.santinisms.co.uk can be returned. Products purchased at another Santini authorised retailer can only be returned to the original point of purchase. 

 

What Happens If I Don't Like The Items Or They Do Not Fit?

No problem. Just send the item back to us and we will give you a full refund. Please fill in and enclose the form attached to your delivery note or print a returns form here.

 

Can I Exchange An Item?

We’re sorry we won’t be able to exchange your item. If you would like a different product or size you will need to place a new order so we can get it to you as quickly as possible. We will then process your return and refund for the items you have sent back.

 

Where Should I Send My Returns?

If you are returning item(s) to us please send them to:-

Santini SMS Online Returns
Unit 4 Roundhouse Road
Faverdale Industrial Estate
Darlington
County Durham
DL3 0UR
United Kingdom

Follow the steps on your printed returns form inside the package. If you have misplaced your form, you can use the instructions below.

1.   Complete the returns form. You can Download the form here

2.   Create a Royal Mail Returns label for the package you wish to return. To do this go to http://www.royalmail.com/track-my-return/create/3736

3.   Download your returns label and print it at home*

4.   Place the Returns Form in the package

5.   Take your parcel to your local Post Office.

*Royal Mail can also print the label for you. Take the email and your packaged item to a Post Office® branch or Royal Mail Customer Service Point (CSP). We’ll then scan the QR code and print the label for you. If you choose a CSP, check before you go that it can print labels. Check our location finder and look for ‘Label printing service is available’ under 'facilities'.

Keep hold of any proof of postage receipts you receive until the refund has been completed. To keep of track your parcel, you can do so on the link below.

https://www.royalmail.com/track-your-item 

 

How Long Does It Take To Process My Returns?

We try to process returns as quickly as possible, but, it can take up to 14 days at busy times of the year.

 

My Item Has Developed A Fault – What Should I Do?

In the unlikely event your purchase develops a problem we’re here to help.

If you want to discuss with our technical team please use this form and attach a picture of the issue if possible.

All Santini items come with a 2-year warranty against manufacturing defects; if your product has developed a fault all you need to do is return it to us with your returns form and let us know the problem.

Any purchases not made at www.santinisms.co.uk can only be returned to the original point of purchase.

 

Will you replace my faulty item?

If your item is found to be faulty, we will arrange a refund for you. This way if the product is out of stock or no longer available you can buy an alternative product.

 

Refund Policy

All refunds will be processed within 14 days of your item being returned according to the payment method used below:

Credit / Debit card
If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order.

PayPal
If you paid online using PayPal we will process your refund to your PayPal account.
All refunds will be processed within 14 days of your item being returned.

EWallet
If you paid online using your account EWallet we will process your refund to your EWallet account.

 
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