TERMS AND CONDITIONS OF SALE ON THE WEBSITE

Welcome to the santonishoes.com website (hereinafter also the "Site"), the official Site of Santoni S.p.A. and its affiliates and subsidiaries (such as Santoni North America) (hereinafter also "Santoni") for the online sale of Santoni products (hereinafter also the "Products").

The sale of Santoni Products on this Site is managed by Santoni, which handles the order collection procedure, payment collection, and the entire sales process for the Products, as well as logistics, delivery of the Products to the end customer (hereinafter also the "Customer"), and after-sales support services.

1) Purpose and scope of application

These terms (hereinafter also the "Santoni Site Terms of Sale") govern the online sale of Santoni Products and apply to all distance sales of Santoni products carried out exclusively on this Site, including any telephone assistance provided by Customer Service.
These Santoni Site Terms of Sale therefore do not apply to sales made in Santoni stores, nor to sales of Santoni Products made in stores of Santoni product retailers or otherwise through third parties, nor to distance sales of Santoni Products made through the telephone contacts of participating Santoni Stores; furthermore, they do not cover and do not apply to the provision of services or the sale of products by parties other than Santoni, even where these are presented on this Site through links, banners, or other hyperlinks. Therefore, Santoni cannot under any circumstances be held liable for the provision of services and/or the purchase of products by third parties.
These Santoni Site Terms of Sale are drafted in accordance with applicable national laws and applicable European regulations on consumer rights.
Use of the distance selling service covered by these Terms of Sale and described herein is reserved exclusively for individuals qualifying as consumers under applicable law, meaning any natural person who purchases Santoni Products on the Site for purposes unrelated to any commercial, craft, business, and/or professional activity (hereinafter also the "Consumers"); it is therefore strictly prohibited to resell, rent, and/or otherwise transfer for commercial and/or professional purposes the Santoni Products purchased on this Site.

2) Acceptance of the Santoni Site Terms of Sale and conclusion of the contract

These Santoni Site Terms of Sale are published on this Site for the Customer's information, storage, and reproduction, as required by applicable law. It is therefore understood that, by placing an order on this Site (hereinafter also the "Order"), the Customer declares to have reviewed all information provided during the purchase process and fully and unreservedly acknowledges and accepts these Santoni Site Terms of Sale.
Santoni may update, supplement, and/or modify these Santoni Site Terms of Sale at any time; the Customer is therefore invited to carefully read the Santoni Site Terms of Sale in force before proceeding with the Order and completing the purchase.
The electronic Order form, completed and submitted electronically by the Customer, will be considered an irrevocable contractual offer to purchase. Receipt of the Order by Santoni does not constitute acceptance of the purchase offer but merely confirms receipt of the Order and that it has been submitted for data verification and product availability checks. The sales contract for the ordered products (hereinafter also the "Contract") is concluded only when the Customer receives the shipping confirmation email. Santoni reserves the right to refuse orders from Customers with whom there is an ongoing dispute regarding a previous Order, who do not provide sufficient guarantees of solvency, or whose orders are incomplete or incorrect, or in the event of unavailability of the Products, notifying the Customer by email.
The Products remain the property of Santoni until full payment of the amount due has been made by the Customer. If the amount due is not paid or successful payment is not confirmed, the Order will be cancelled and, if the shipping confirmation email has already been sent, the Contract will be deemed automatically terminated pursuant to and for the purposes of Article 1456 of the Italian Civil Code. The Customer will be notified by email of the cancellation of the Order or termination of the Contract, with consequent cancellation of the Order.

3) Purchase procedure

The Products offered for sale online by Santoni are only those published on this Site at the time the Order is submitted, as described in the relevant product information sheets. It is understood that the images accompanying a product's information sheet are for informational purposes only and may not perfectly represent its characteristics, but may differ, for example, in color and/or size (also due to the browser and monitor used to access the Site and the display mode or resolution of the images). Consequently, any confirmation of a product's condition is subject to the limitation of any inaccurate representation on the Customer's device; therefore, Santoni does not guarantee the identity and graphic representation of the Products shown on the Site for the above reasons.
Purchase of Products on this Site may be made directly only by persons of legal age with full legal capacity.
To place an Order, the Customer must fully complete the relevant form on the Site, providing the requested data and information correctly and validly, and submit it after carefully reading and accepting these Santoni Site Terms of Sale, as well as the characteristics and final price of the product(s) they intend to purchase. The Customer is therefore solely responsible for selecting the ordered products and for the data and information provided to complete the Order.
Correct receipt of the Order is confirmed by an email response sent to the email address provided by the Customer. This confirmation message will briefly summarize the purchase conditions, as required by applicable law, as well as the data entered in the Order by the Customer, so that the Customer may verify it and promptly report any necessary corrections to incorrect data.

4) Prices and payment methods

Prices are in euros/local currencies, as indicated on this Site or on the Order page, and are to be considered inclusive of taxes and VAT, unless otherwise specified on this Site or on the Order page. Any shipping costs, payment fees, and any additional costs are in any case communicated to the Customer in advance through this Site, these Santoni Site Terms of Sale, or the Order page, and the final price of the selected product(s) is displayed to the Customer before completing the purchase.
The Customer is solely responsible for the data entered to make payment, and therefore guarantees that only credit cards or other payment instruments that they are legitimately entitled to use will be used.
To pay the price of the Products, the Customer may follow one of the methods indicated in the "Orders and Payments" section of this Site and/or on the Order page. The provisions contained in that section form an integral and substantial part of these Santoni Site Terms of Sale and are therefore deemed fully known and accepted at the time the Order is submitted by the Customer.
In the case of payment by credit card, the payment process will take place via a secure connection directly linked to the bank responsible for and managing the online payment service, to which Santoni has no access. In particular, financial information (such as the credit/debit card number or its expiration date) will be forwarded, via encrypted protocol, to the banks providing the relevant electronic remote payment services, without unauthorized third parties being able to access it in any way. Such data will not be stored in any database, and therefore Santoni cannot under any circumstances be held liable for any fraudulent or improper use of credit cards by third parties during payment.
If the Customer chooses PayPal, Apple Pay, Google Pay, or Klarna, or similar payment methods where available, the Customer will be redirected to the relevant provider's site, where they will complete payment for the Products according to the procedure established and governed by that provider, and under the terms and conditions of contract agreed between the Customer and the provider. The data entered on the provider's site will be processed directly by the provider and will not be transmitted or shared with Santoni, which is therefore unable to know and/or store in any way the credit card details linked to the Customer's related accounts, or the details of any other payment instrument connected to such accounts. The total amount due will be charged directly by such providers, and in the event of contract termination or any other case of refund, for any reason, the refund amount due to the Customer will be credited to the relevant accounts used. The timing of crediting to the payment instrument linked to such accounts depends exclusively on the relevant service providers; therefore, once the credit order has been issued in favor of such accounts, Santoni cannot be held liable for any delays or omissions in crediting the refund amount, and the Customer must contact the provider used directly to dispute such matters.
The Customer may not request an invoice for the online sale of Santoni Products.

5) Shipping and delivery

Products purchased on this Site will be delivered to the shipping address indicated by the Customer in the Order, generally within 1-2 (one-two) business days in Italy and within 2-3 (two-three) business days in European and non-European countries, from the date of shipping confirmation of the Order by Santoni, at the cost indicated in the "Shipping" section of this Site and on the Order summary page before completing the purchase.
Santoni reserves the right to accept or decline deliveries requested outside Italian or European borders. In any case, for deliveries to be made outside Italian borders, shipping costs and delivery times may vary from those indicated, which are therefore considered estimates and non-essential.
For deliveries requested in countries outside the European Union or in countries that impose customs duties or any other import tax and/or fee, these will be borne exclusively by the recipient Customer, unless otherwise provided in the aforementioned section. The Customer is therefore invited to contact the customs authorities of the destination country in advance to verify costs and any import restrictions, for which Santoni is not responsible.
The delivery times communicated are to be considered purely indicative, and a delay relative to them, or delivery made through subsequent partial shipments, does not entitle the Customer to refuse delivery or to claim compensation and/or indemnities of any kind, unless otherwise provided by mandatory legal provisions. In particular, the above times do not apply to customized and/or made-to-measure products purchased on this Site, for which Santoni will notify the Customer by email of the delivery date once the products have been made and are available.
Purchased Products will be delivered to the shipping address indicated by the Customer in the Order. If the shipping address is located in a building with a reception desk and/or concierge, delivery will be considered completed once such reception desk and/or concierge has received the package from the courier. Therefore, ownership of the Products will pass to the Customer upon delivery to the reception desk and/or concierge. The shipping address indicated in the Order cannot subsequently be changed, except by separate arrangements made directly between the Customer and the courier, for which Santoni bears no responsibility; in particular, in the event of changes to the shipping address indicated in the Order and/or delivery to a person other than the recipient (as the courier is not required to verify the identity of the person accepting delivery), or if the Customer requests a signature-free delivery service from the courier, the Customer acknowledges and accepts that Santoni cannot be held responsible for any loss, delivery to the wrong or a different person, theft, and/or damage to the Products. The Customer is therefore invited to check the courier's terms and conditions in advance.
Upon delivery of the products, the Customer must check:

that the number of packages delivered matches what is indicated in the transport document or otherwise provided for in the Order;
that the packaging is intact, undamaged, not wet, or otherwise altered, including the sealing materials (adhesive tape or metal straps).

It is therefore the Customer's responsibility to check the condition of the delivered product, it being understood that the risk of loss or damage to the products, for reasons not attributable to Santoni, transfers to the Customer upon delivery to the Customer or to a third party designated by the Customer other than the carrier. Therefore, any damage to the packaging and/or product, obvious signs of tampering or alteration, or a mismatch in the number of packages or details, must be reported immediately by noting it specifically on the delivery document, which must be returned to the courier. The Customer is encouraged to promptly report any such issues to Customer Service.
For further information and details on shipping and delivery, the Customer should read the "Shipping" section of this Site, the content of which forms an integral and substantial part of these Santoni Site Terms of Sale and is therefore deemed fully known and accepted at the time the Order is submitted by the Customer.

6) Right of withdrawal (cooling-off period)

The Customer has the right to withdraw from the purchase Contract made online on this Site (right of withdrawal), for any reason, without needing to give a reason and without penalty, within 14 (fourteen) business days from the date of delivery of the products (30 (thirty) days for the USA). Any such requests received after this deadline cannot be accepted.
To exercise this right of withdrawal, the Customer must write an email to Customer Service or complete and submit the online form available in the dedicated section of the Site, within the aforementioned deadline. All instructions on the procedure to follow and the form to submit are provided in the "Returns and Refunds" section of this Site, the content of which forms an integral and substantial part of these Santoni Site Terms of Sale and is therefore deemed fully known and accepted at the time the Customer exercises the right of withdrawal. The Customer must therefore strictly follow the above procedure and obtain a return code by email before proceeding to return the product to Santoni, and must then follow the shipping instructions received by email, contacting the courier for pickup, within 14 (fourteen) days from the date the Customer notified Santoni of the withdrawal (30 (thirty) days for the USA). Shipping costs and customs duties, or any other export tax and/or fee that may apply to the return of the product, will be borne exclusively by the Customer, unless otherwise provided in the "Returns and Refunds" section. The Customer is therefore invited to contact the relevant customs authorities in advance to verify costs and any export restrictions, for which Santoni is not responsible. It is understood that once the above 14 (fourteen) day period and/or 30 (thirty) day period for the USA has elapsed, the Customer may no longer exercise the right of withdrawal.
Products must be returned intact, complete with all their parts, and in their original packaging (bags and boxes), unused and used, if at all, only for the time strictly necessary to establish and verify their nature, characteristics, and size, with normal diligence, without signs of wear or dirt, in compliance with the following conditions:

the right of withdrawal may apply to the purchased product in its entirety, so it is not possible to exercise withdrawal on only part of the purchased product (for example, accessories, complements, etc.);
products must be returned in their original packaging (box, bag, packaging, accessories, shoe trees, protective materials, information leaflets, etc.);
products must not have been used, damaged, worn, washed, altered, and/or handled, and shoe soles must be perfectly clean and intact (for this purpose, Santoni strongly recommends that Customers try on purchased shoes on a particularly soft, smooth, and clean surface);
any labels and security tags must still be attached to the products;
shoe care products, customized and/or made-to-measure products, and "CITES" products purchased on this Site cannot be returned, and the exercise of the right of withdrawal is therefore expressly excluded for them.

In any case, Santoni reserves the right to refuse withdrawal if:

the returned product and/or its accessories and/or packaging are not intact;
the product is missing its outer packaging and/or original inner packaging;
the product is missing integral elements and/or accessories (for example, fasteners, laces, buckles, etc.);
the product appears to have been damaged, deteriorated, dirtied, and/or used;
the product was returned after the above deadlines;
the product was returned without following the return procedure.

In such cases, Santoni will return the received product to the sender, charging the sender for shipping costs, as well as other costs, taxes, and/or duties that may apply, and, if already refunded, the price of the product.

Furthermore, Santoni reserves the right to claim compensation for any damage caused by the Customer's negligent and/or intentional conduct when returning products. Santoni cannot be held liable for products lost or stolen outside its control, for returns to the wrong address, or for delays in delivery of returned products outside its control, it being understood that the Customer assumes all risks of the return and must provide proof of it.
In the case of properly exercised withdrawal, Santoni will refund the Customer the full amount already paid (which may include shipping costs paid for delivery, and may be reduced by return shipping costs, as well as customs duties or any other export tax and/or fee applicable to the return of the product borne by the Customer and not advanced by Santoni), within 14 (fourteen) days of receiving the withdrawal notice, by reversing the charged amount using the same payment method used by the Customer for the initial transaction, unless otherwise agreed. Santoni may suspend the refund until the product is received and inspected, or until the Customer proves that the product has been properly shipped back. The refund is free of charge for the Customer.
Size exchanges and/or exchanges for another product are not possible; therefore, even in such cases, the Customer must exercise the right of withdrawal following the above procedure and then make a new purchase. It is expressly excluded that products purchased on this Site may be returned under terms and conditions different from and/or additional to those provided in this section for exercising the right of withdrawal, except as provided below in the case of non-conforming products.
It is understood that these withdrawal conditions apply exclusively to Santoni Products purchased on this Site (they do not apply, therefore, to sales made in Santoni stores, nor to sales of Santoni products made in stores of Santoni product retailers or otherwise through third parties); for Santoni products purchased elsewhere, please contact the relevant store and/or retailer.

7) Warranty and conformity of products

Santoni is liable to the Customer for defects of conformity in its products purchased on this Site that exist at the time of delivery of the Product and that appear within 2 (two) years from the delivery date; in such cases, the Customer will be entitled to exercise the legal warranty.

In order to exercise this legal warranty, the invoice or payment receipt together with the transport document must be kept as proof of purchase and to verify compliance with the above deadline. It is understood that this warranty will apply provided the relevant product has been used correctly, in accordance with its intended use and any instructions for use and/or washing that may be present in and/or with the product (in this regard, please remember that Santoni Products require particular care and attention in use and storage, to maintain their technical and aesthetic characteristics over time). In cases where application of the warranty requires the return of the product, it must be returned by the Customer in its original packaging, complete in all its parts (including packaging and any documentation and accessory equipment).
To report such defects of conformity, please contact Customer Service and follow the instructions provided.
Once the product has been returned to Santoni, it will be inspected by our quality department. If the reported defect or non-conformity is confirmed, we will proceed with repair or replacement of the product, where possible. If, on the other hand, the inspection rules out the defect or non-conformity, we will notify the Customer and return the received product, charging the Customer for shipping costs and/or other costs, taxes, and/or duties that may apply.
If, for any reason, Santoni is unable to repair or replace the product, or if repair or replacement would be, also in view of the product's value, excessively burdensome, the Customer will be entitled to a proportional reduction of the price paid, taking into account the extent of the defect of conformity, or to termination of the sales contract with the return of the entire amount paid. The Customer is not entitled to terminate the sales contract if the defect of conformity is minor.

8) Customer service

For any questions, information, or to receive assistance regarding our Products and/or the services offered on this Site, please contact our Customer Service using the contact details and methods indicated in the "Customer Service - Contact Us" section of this Site, the content of which forms an integral and substantial part of these Santoni Site Terms of Sale.

9) Unavailability of Products and Force Majeure

If one or more Products published on the Site are no longer available or for sale at the time the Customer submits the Order, Santoni will promptly notify the Customer, and in any case within 30 (thirty) days from the day following receipt of the Order, of the unavailability of the ordered Products. If payment of the price has already been made, Santoni will immediately refund the amount advanced by the Customer.
Santoni cannot be held liable for delayed or failed delivery due to force majeure (including, by way of example and not limitation, any unforeseeable, unavoidable event or circumstance beyond Santoni's control, such as blocked transport, earthquakes, fires, storms, floods, lightning, suspension of telecommunications networks, wars, lockouts, strikes, epidemics and pandemics, government measures, etc.) or unforeseeable circumstances. Santoni will not be liable to the Customer for damages (direct and/or indirect), losses, or costs incurred as a result of delayed or non-performance of the Products sales contract on the Site due to the above force majeure causes, with the Customer being entitled only to a refund of the price paid, if any, in the event of impossibility of delivering the purchased Products.

10) Privacy and Cookies

Santoni cares about the confidentiality of the personal data of visitors and/or users that may be collected through this Site, and about providing them with the necessary protection from any event that could put such data at risk of breach. To this end, Santoni adopts and implements policies and practices regarding the collection and use of personal data and the exercise of the rights recognized to data subjects under applicable law, and takes care to update them whenever necessary and in any case in the event of regulatory and organizational changes that may affect the processing of personal data. All information on how Santoni processes personal data can be found in the "Privacy Policy" and "Cookie Policy" sections of this Site, which we invite you to read carefully and consult regularly for any changes and updates.

11) Authenticity of products and intellectual and industrial property rights

Santoni guarantees the authenticity and quality of all Products sold on this Site.
The Products sold on this Site are the result of Santoni's design and creative work and the substantial investments made by Santoni to conceive, design, define, create, and produce them, and therefore represent Santoni's business know-how, are subject to copyright held by Santoni, and are largely protected by intellectual and industrial property rights arising from the filing and registration of trademarks, patents, designs, and models; they therefore belong to and are the exclusive property and/or ownership of Santoni. Total or partial reproduction, modification, or use in any form of designs, models, trademarks, and/or patents owned and/or held by Santoni is therefore strictly prohibited.
The Santoni trademark, all figurative and non-figurative trademarks, and in general all other trademarks, illustrations, images, and logos present on Santoni Products, accessories, and/or packaging, whether registered or not, are and will remain the exclusive property of Santoni. Therefore, total or partial reproduction, modification, or use of trademarks, illustrations, images, and logos for any reason and on any medium is strictly prohibited without Santoni's prior express approval. Any combination of such trademarks with other trademarks, symbols, logos, or any distinctive sign suitable for creating a composite logo is likewise prohibited without Santoni's prior express approval.

12) Applicable law and competent jurisdiction

These Santoni Site Terms of Sale are governed by Italian law and will be interpreted accordingly, excluding conflict-of-law rules and private international law, and the 1980 Vienna Convention on Contracts for the International Sale of Goods does not apply. In the event of a discrepancy between these Santoni Site Terms of Sale in Italian and in another language accepted by the Customer, the meaning and interpretation in Italian shall prevail.
In the event of a dispute arising from the interpretation and/or application of these Santoni Site Terms of Sale, exclusive and non-derogable jurisdiction shall lie with the Court of the Customer's place of domicile or residence, if located within Italian territory. If the Customer's domicile or residence is located outside Italy, the Customer may choose to bring proceedings before the Court of their own place of residence or domicile, or before the Court of Milan, where Santoni has its registered office. Alternatively, pursuant to Article 14 of EU Regulation 524/2013, the Customer may initiate one of the out-of-court dispute resolution procedures provided for by applicable law (including, for example, the procedure provided by the online platform made available by the European Commission, accessible via the website http://ec.europa.eu/odr).
Notwithstanding paragraphs 1 and 2 of this Section 12, where Santoni North America provides order fulfillment services or other related services (such as invoicing), the Terms and Conditions of Sale of the Santoni Website shall be governed by and construed in accordance with the laws of the State of New York, United States, without reference to any conflict-of-law rules. The Customer and Santoni agree to submit to the personal and exclusive jurisdiction and exclusive venue of the courts located in the State of New York, United States.

13) Special Conditions of Sale for ALLIGATOR Products

The Customer acknowledges and accepts that, except as expressly provided herein for ALLIGATOR Products, the other clauses of these Santoni Site Terms of Sale also apply to ALLIGATOR Products.
The sales service for ALLIGATOR Products, covered by these terms and described herein, is available only for countries belonging to the European Union and exclusively by contacting our Customer Service, by completing the specific form available on the product page. The Customer will then be contacted again and may proceed with the remote purchase through our Customer Service, or at our selected boutiques in Italy, by making an appointment.
The remote purchase procedure through Customer Service provides that the Customer's order is collected via digital means, and following the information received from the Customer, Santoni will send a summary email with all relevant information for the possible subsequent conclusion of the sale, such as, by way of example, the product, size, color, quantity, price, and, attached or via link, these terms of sale and the privacy policy. The above email will also contain the link to make payment of the Products' price via the Clickpay system, a payment method provided by Axepta S.p.A. of the BNP PARIBAS Group. The link is time-limited, so once the deadline expires it can no longer be used and the purchase procedure cannot be considered completed; Santoni will therefore not be liable, and the Customer must place a new order, for which they will receive a new payment link. The Customer must verify the accuracy of the order summary content and promptly report any errors. By using Clickpay, the Customer confirms the purchase and accepts these terms of sale, and declares to have read and understood the privacy policy.
Shipment of purchased ALLIGATOR Products will only be made after successful payment of the amount due by the Customer. ALLIGATOR Products can only be delivered to countries where this sales service is available; the Customer is therefore invited to check with Customer Service which countries these are, and accepts that the shipping address cannot be changed after confirming the order.
Product photos are for informational purposes only, so they may not perfectly represent the product's characteristics, and any differences compared to the photos, or between various products, are due to the preciousness of the material and the artisanal technique used to make them.
Any variations are a sign of the craftsmanship and uniqueness of the product and therefore should not be considered a defect of conformity.
Due to the preciousness of the material and the artisanal technique used to make it, this product requires particular care and attention in use and storage, to maintain its technical and aesthetic characteristics over time; it is therefore recommended to use and store it in accordance with its intended use and the relevant instructions.
The right of withdrawal, provided for in point 6) of the Santoni Site Terms of Sale, does not apply to ALLIGATOR Products, which cannot be returned, as they fall within "CITES" products.

14) Product safety (EU Regulation 2023/988 "GPSR")

All Santoni products, including those sold on this Site, are safe as required by EU Regulation 2023/988 on general product safety (hereinafter also "GPSR"). Pursuant to Article 19 of the GPSR Regulation, the following information is provided regarding the manufacturer and the point of contact via email: Santoni S.p.A., Via Montenapoleone n. 9, 20121 Milan (registered office) and Via Enrico Mattei n. 59, 62014 Corridonia (MC) (administrative/operational office); email: gpsrcontactpoint@santonishoesit.com. For any reports regarding the safety of Santoni products, you can contact the manufacturer at the above email address.

Impressum

Santoni S.p.A.

Registered office: Via Montenapoleone n. 9, 20121 Milan, Italy Tel: 0276025915 Fax: 0276025917

Administrative/operational office: Via Enrico Mattei n. 59, 62014 Corridonia (MC) Tel: 0733281904 Fax: 0733281908

Email: info@santonishoesit.com PEC (certified email): santonispashoes@legalmail.it

Milan Companies Register Registration number: 01806460430 REA code: MI – 2001131 VAT and tax code: 01806460430

Chairman of the Board of Directors and CEO: Giuseppe Santoni Paid-in share capital: €1,800,000.00

Last updated: 28/07/2026

Latest version: 30/01/2026 — click here