Help & Contact

Please select the subject below and click for more information.
  • CAN I TRACK MY ORDER?

    We work closely with our courier to deliver your parcel. They will provide you with a one hour delivery window, notified by SMS or email so you don’t have to wait in all day.

    Our courier allow you to take delivery of your goods in a way that suits you. If you wish to reschedule, you can. If you have not received an SMS or email please contact our Customer Services team here.

  • 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 no 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

  • HOW LONG WILL DELIVERY TAKE?

    You should expect to receive your order within 2 - 4 working days. You will receive regular updates from the courier so you will always know what status your order is at.

  • WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD?

    To reset your password, please visit My Account, select ‘Sign In’ and ‘Forgotten Password’. You will be asked to enter your email address and an email will be sent with a new temporary password. Once you have used this password to access your account you will be prompted to reset to something more memorable.

  • WHAT IS YOUR COMPLAINTS PROCESS?

    We hope that you're pleased with any purchase you've made or service you've received from Santini SMS. However, if there's something you're not happy with, ensure you get in touch with the Santini SMS Customer Services team so that we can try to put matters right.

     

    COMPLAINT HANDLING AND DISPUTE RESOLUTION PROCESS

    Contact us straight away.

    In the first instance, email the Santini SMS Customer Services team as soon as possible.

    If possible, provide a telephone number so we may call you. 

    Email us on: customer.services@santinisms.co.uk

     

    BY POST

    Santini SMS Customer Services 

    Unit 4 

    Roundhouse Road 

    Faverdale Industrial Estate 

    Darlington 

    DL3 0UR

     

    ESCALATING THE COMPLAINT

    If after contacting us you feel we still haven't resolved your complaint satisfactorily, please email or write to our Head of Customer Service:

    Head of Santini SMS Customer Services 

    Unit 4 

    Roundhouse Road 

    Faverdale Industrial Estate 

    Darlington 

    DL3 0UR

    Email Address: cs.manager@santinisms.co.uk

  • WHAT IS YOUR REFUND POLICY?

    We will refund the payment method you used to pay for your purchase and this will be done within 14 days of us receiving your item back.

    If the product was bought in a promotional deal and return of this product would invalidate the original promotion criteria this will be reflected in the refund.

    • A Buy 2 Get 1 Free Offer - If the chargeable products are returned, the cost of the free item will be deducted from the refund. 
    • Buy 2 and Save 10% - If one of the qualifying items is returned the 10% saving will be deducted from the refund.
  • MY ITEM HAS DEVELOPED A FAULT, WHAT SHOULD I DO?

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

    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. Once we have it back we will take a look at the issue and if it is found to be faulty we will arrange to refund you.

    If you have any technical or warranty questions please feel free to contact us via the contact form, just use the drop down menu to choose the topic for your query.  We will do our best to answer your questions as quickly as we can.

    Please note we can only handle warranty claims for items purchased from www.santinisms.co.uk. Should you have an issue with a product you have purchased from a retailer, please return the item back to them and they will handle your warranty claim.

  • 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.

  • HOW DO I PLACE AN ORDER?

    To place an order

    • Use the navigation to find the category of products to purchase
    • Select the product within that category
    • Choose the applicable size and colour option, if available
    • Use the Add To Basket button to add it to your cart
    • Click Checkout or the basket in the top right of the screen
    • Review the product within the checkout and proceed
    • Enter your details, or login for existing users
    • Check the delivery and billing addresses are correct and amend if not
    • Proceed to payment and choose the payment provider you wish to use
    • Enter payment details and submit
    • Confirmation emails will be sent to the email that you have provided
  • HOW DO I CHANGE MY ACCOUNT DETAILS?

    To change any of your account details please go to My Account and sign into your account using your email address and password. Click on ‘Account Details’ and update your details and remember to ‘Save Changes’.

  • WHAT SHOULD I DO IF I HAVE FORGOTTEN MY PASSWORD?

    To reset your password, please visit Login, select ‘Account’ and ‘Forgotten Password’. You will be asked to enter your email address and an email will be sent with a new temporary password. Once you have used this password to access your account you will be prompted to reset to something more memorable.

  • ORDER HISTORY

    You will be able to view the details of any order you have placed at any time. Please go to My Account and sign into your account using your email address and password. Please then select ‘Order History’ where you can review your full order history with Santini SMS.

  • CARE GUIDE

    Santini products are designed to meet the needs of professional cyclists at the sport's highest level helping them compete in a wide range of weather conditions. We choose technologies and materials that provide you maximum performance in the saddle. In order to ensure a long life for your Santini garments each item should be handled according to the following care instructions.

    Follow the instructions displayed on the garment care label inside every product. The instructions on the garment always supersede the instructions on a cleaning product.

    As a general rule DO NOT use fabric softeners and DO NOT tumble dry. If using a washing machine you should only wash at 30 degrees C and use Non Biologic detergent.

    All Santini garments are made from technical fabrics with specific properties to enhance comfort and performance while riding. Garments must be washed regularly in line with the specific washing instructions to ensure the technical fabrics continue to function at a high level.

  • HOW TO CARE FOR SANTINI GARMENTS

    Garments ideally should be washed after each outing, otherwise hang items in a well ventilated room. Garments will maintain the best possible condition if they are washed immediately after being used. By washing the items soon after riding, the onset of bacteria that can deteriorate the fabric is dramatically reduced.

    Garments should not be stored in places with high humidity or that lack ventilation. (plastic bag, gym bag, backpacks)

    When not in use, garments should not be exposed to direct sunlight for long periods of time.

  • HOW TO WASH YOUR SANTINI GARMENT

    Before washing your Santini garment, turn it inside out (with inner seams exposed).

    Be sure to close all zippers and Velcro closures.

    Wash your Santini garments separately from the rest of the laundry.

    When hand washing your Santini garments, use warm water with a delicate laundry detergent.

    When washing your Santini garments in the washing machine be sure to use the delicate cycle with a maximum temperature of 30°C. It is also recommended to use a wash bag when possible.

    Do not use fabric softeners or bleaches.

    Use a light spin cycle.

    When hang drying your Santini garment, avoid direct sunlight when possible.

    When drying in a dryer, make sure to use the lowest temperature setting.

    Do not iron your Santini garments.

    We recommend following this washing and care guide for all types of Santini garments including accessories.


    Wash Care – Quick Tips

    Five ways to keep your clothes looking newer for longer

    Step one - Always read the care label and follow the washing instructions

    Step two - Be careful not to overload the washing machine

    Step three - Sort your washing by similar wash care types and colours

    Step four - Always dry your clothes as stated in the wash care label

    Step five - Wash your clothes at the correct temperature. If in doubt, always wash at a lower temperature

  • HOW TO CARE FOR GARMENTS WITH WATER RESISTANT TREATMENT

    All water resistant materials are treated with advanced environmentally friendly treatments without the use of fluoride.

    The highly safe (PFOA free) DWR coating is based on specific polymers that are hydrophobic and provide optimal water resistant characteristics. The treatment inhibits the exterior layer from becoming saturated to allow the fabric can perform its critical job of wicking and moisture management.

    The useful life of the water resistant treatment varies based on how the product is cared for and how it is washed. The effectiveness of the treatment is guaranteed for 30/50 washes.

    We recommend washing these garments following the same aforementioned instructions. Fabric softeners will totally degrade the water resistant treatment.

    The DWR water resistant treatment should be maintained by applying a high quality re-proofer specifically designed for breathable waterproof fabrics after 5 to 10 washes or if you feel the garment is not performing as well as it used too.

  • SEATPAD CARE

    Each Santini padding is made with advanced hypoallergenic and antibacterial materials. The softness is not affected by washing, the washing actually help regenerate the soft properties.

    We advise against using chamois creams that can cause deterioration of the padding material and degrade its hypoallergenic properties.

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