FAQ

Santoni ships in Italy, across Europe and to numerous non-EU countries. Due to the current international events, shipping to Ukraine, Russia and Israel has been suspended.

Before placing your order, we recommend checking the Shipping page for availability in your country.

Orders are processed by Santoni's logistics team within one or two working days from receipt by our system. Once they leave our warehouse, delivery typically takes one to two working days in Italy and two to three working days to European and non-European destinations. Delays may occasionally occur due to temporary product unavailability, courier services, customs inspections, or public holidays.

Please use the tracking link sent to you by email and contact Customer Care should you experience any significant delays.

Within Italy, shipping costs €15. For orders over €300 shipping is free. For the rest of Europe, shipping costs €15. For orders over €350, shipping is free.

Always check the order summary for the shipping costs applied on the basis of the total value of your basket.

Shipping costs outside the EU vary by country, with different minimum thresholds for free delivery

· United Kingdom: £25, free for orders over £350

- Switzerland: CHF 15, free for orders over CHF 450

- Turkey: TRY 450, free for orders over TRY 10,000

- Canada: CAD 30, free for orders over CAD 650

- US: USD 15, free for orders over USD 500

- Japan: JPY 4,500, free for orders over JPY 118,000

- China: CNY 200, free for orders over CNY 3,000

- Kuwait: KWD 10, free for orders over KWD 220

- United Arab Emirates: AED 100, free for orders over AED 2,700

- Saudi Arabia: SAR 110, free for orders over SAR 2,900

- Middle East (other): €25, free for orders over €650

- Rest of the World (ROW): USD30, free for orders over USD650

Please visit the Shipping page to check the latest costs and thresholds for your country.

Orders are shipped primarily via DHL, with UPS used for deliveries to the United States. Order tracking is always available: once your order has been shipped, you will receive an email with a tracking link to monitor the progress of your delivery.

Use the link you received by email to track your parcel.

Shipping times for personalised and pre-ordered items may vary from three to four weeks up to approximately twelve weeks. Orders containing such items may be fulfilled in multiple shipments, depending on availability. As each piece is crafted by skilled artisans, minor variations from the images shown online may be present.

Please refer to the specific delivery information in the Product Details section on the product page, as well as in your order confirmation emails. Should you have any questions, please contact Customer Care .

Should your parcel arrive damaged or if one or more items are missing, it is important to document this without delay. If the parcel appears damaged, you may either refuse delivery or accept it with reservations and send photographs of the parcel to Customer Care . In the event of missing items, please notify us in writing with a precise description of the missing products along with a photo of the shipping label showing the parcel weight. This will allow us to promptly initiate an investigation with the courier and our logistics team.

Take a photo of the damaged parcel and contact Customer Care , specifying the problem and the items involved.

If your tracking information indicates a delivery issue, or your parcel has not arrived within the expected timeframe, please contact Customer Care no later than eight days from the date of shipping. Whilst our couriers endeavour to deliver orders on time and in perfect condition, exceptions may occur owing to stock issues, address errors, or other circumstances.

Please check your tracking status and in the case of any irregularities, contact our Customer Care team within eights from the date of dispatch.

For shipments to the European Union, the USA, the UK, Switzerland, Saudi Arabia, the United Arab Emirates, Oman, Bahrain and Kuwait, Santoni ships on a DDP (Delivery Duties Paid) basis, meaning that all taxes and duties are included in the final price, with no additional charges for the Customer upon delivery.

For all other destinations, any applicable import duties and taxes are the responsibility of the recipient and will be levied upon the goods' arrival at customs. The relevant customs authority will contact the Customer directly to arrange payment and request any additional information required for clearance (such as a tax identification number or personal ID). We strongly recommend verifying applicable duties and thresholds with your local authorities before placing an order.

Before placing an order to non-EU countries on a non-DDP basis, please contact your country’s customs authorities to find out about applicable duties and taxes, or contact Customer Care .

Upon receipt of your delivery, please ensure that the number of parcels matches that indicated on the bill of lading, and that the packaging is intact, undamaged, dry, and free from any signs of tampering of labels or seals. Any damage or discrepancies should be noted immediately on the delivery document to be returned to the courier, and the shipment accepted 'under reserve'.

Please report any irregularities to Customer Care without delay.

Should a delivery be refused or prove unsuccessful due to an incorrect address or telephone number, repeated absence of the recipient, or other similar circumstances, the costs of shipping, return and any applicable customs charges will be deducted from your refund. In such cases, only the cost of the goods themselves will be reimbursed.

Please ensure that your delivery address and contact details are correct, and that someone is available to receive the parcel. Should any difficulties arise, please contact the courier or Customer Care .