Frequently Asked Questions

 

Can I check the status of my order?

You will receive an email to confirm shipment when your order leaves the warehouse. The email will contain a tracking code that enables you to check the delivery status of your order online at any time.

  • Log in to your account
  • Go to “My Orders”
  • Select “View Order”
  • Click on “Track Your Order”

What are the delivery times and shipping cost?

Orders are dispatched 24 hours following receipt of your order, after which delivery times depend on shipping service chosen. Shipping costs may vary depending on your chosen service.

Which countries do you ship to?

Santonishoes.com ships to more than 100 countries. The shipping times and cost vary depending on the country.

How do I pay?

 We accept the following method of payment:

  • PayPal: After confirming your order information, you will be asked to log into your PayPal account to complete the payment.

You will be charged the total amount on completion of your order, after the appropriate checks have been carried out.

You will be charged the total amount when your order is confirmed.

When is the payment charged?

After receiving your order we carry out a standard pre-authorization check on the payment card to ensure that there are sufficient funds to fulfil the transaction. The goods will not be dispatched until this pre-authorization check has been completed. The payment will then be charged from your card after confirmation that the order has been accepted.

If FiloBlu does not receive the payment in 5 days, the order will be canceled.All orders are subject to verification. Filoblu reserves the right to request for identification documents in certain cases. Therefore, Customer Care could contact customers to obtain more details on payments before the order is confirmed. If the customer fails to send the required documents within 72 hours, the order will be deleted and standard reimbursement for the paid amounts will be issued.

Why has my payment not been accepted?

After receiving your order we carry out a standard pre-authorization check. There are a number of reasons why your payment may not have been accepted, such as the available balance on your card or entering incorrect card details such as the expiration date, card number or type of card. If the problem persists, we recommend that you contact Customer Services.

How can I exercise the right to replace?

MADISON AVENUE PRODUCTS

Santoni wants to ensure complete customer satisfaction. If for any reason you are not fully satisfied with your order, you may exercise your right to replace by sending an email to customercareusa@santonishoes.com within 14 days of receipt of the goods.

The goods themselves must also be returned within 14 days of their receipt, together with a completed Returns Form, to the following address:

Santoni 762 Madison Avenue,
New York, New York, 10065

Shipping costs for returning the goods shall be borne by the customer. In order to exercise your right to replace, the goods must be returned in perfect condition, unused, with the original labels still attached, and with the original packaging. Returned products must be packaged so as to avoid damage to the original packaging. When returning goods, the risks of transport are the responsibility of the customer. For more information please see the Returns page.

INTERNATIONAL PRODUCTS

Santoni wants to ensure complete customer satisfaction. If for any reason you are not fully satisfied with your order, you may exercise your right to cancel by sending an email to customercareusa@santonishoes.com within 14 days of receipt of the goods.

If for any reason you are not fully satisfied with your order, you can return one or more of the items and receive a refund equal to the price of the returned product(s).

The goods themselves must also be returned within 14 days of their receipt, together with a completed Returns Form, to the following address:

FILOBLU C/O SNATT LOGISTICA SPA

Via Kennedy 12/B 42040

CAMPEGINE (RE) Italy

Shipping costs for returning the goods shall be borne by the customer. In order to exercise your right to cancel, the goods must be returned in perfect condition, unused, with the original labels still attached, and with the original packaging. Returned products must be packaged so as to avoid damage to the original packaging. When returning goods, the risks of transport are the responsibility of the customer. For more information please see the Returns page.

How are replacement made?

MADISON AVENUE PRODUCTS

Please allow about 14 days for replacement.

Delivery of the goods to Santoni

Santoni 762 Madison Avenue,
New York, New York, 10065

May be delayed by the postal service. If you have not received your replacement after 30 days have passed, please contact us on:

+1 8007934204

or send an email to customercareusa@santonishoes.com.

For further information please see the Terms and Conditions on Santonishoes.com

INTERNATIONAL PRODUCTS

Please allow about 14 days for refunds.

Delivery of the goods to Santoni c/o Snatt Logistica Spa, Via Galileo Galilei 21, 42024 Castelnovo Sotto (RE), Italy, may be delayed by the postal service. If you have not received your refund or substitution after 30 days have passed, please contact us on:

+1 8007934204

or send an email to customercareusa@santonishoes.com.

For further information please see the Terms and Conditions on Santonishoes.com.

What should I do if I have not received my order, or I have received the wrong product(s)?

Please accept our apologies if your order has not been processed correctly. You can contact us on

+1 8007934204

or send an email to customercareusa@santonishoes.com.

We will endeavour to rectify the error as quickly and efficiently as possible.

How can I contact Santoni?

If you have not found the answer to your question, please contact Customer Services on:

+1 8007934204 from 9 am to 9 pm (EST),

or send an email to customercareusa@santonishoes.com.