Frequently Asked Questions

CUSTOMER CARE

Our Customer Care is at your complete disposal for any questions or for additional assistance. To find out how you can contact us, visit the Contact Us page.

Santoni shoes are made in Italy, in the footwear district of Corridonia, in the Marche region. The creation of Made in Italy artisan footwear requires experience and knowledge handed down from generation to generation and involves various phases and techniques, each of which guarantees the fine characteristics for which Santoni creations are known around the world, both in terms of quality and aesthetics. We invite you to learn about the history of the company by visiting the About Santoni page.

Yes, on santonishoes.com there is an exclusive personalization service that lets you customize the iconic Carter online for him and the New Marlene model for her. Customization includes choosing everything from the colour of the leather to whether to add your initials. We invite you to discover all the possible combinations in the dedicated sections #mysantonicolours for him and her.

Made to Order is a service that lets customers personalize finishes and shoe details, choosing from a wide range of variations and combinations of colours and materials to create the style that best suits their taste. For more information, please see the Made to Order section. The Santoni Made to Order service is available in selected boutiques. Find out more or contact us to book an appointment.

The Made to Measure service lets you create a truly unique shoe. The footwear will be created by the expert hands of our specialist artisans, over numerous steps, in order to offer the customer a fully personalized shoe. For more information and to request assistance from one of our experts, consult the Made to Measure section.

Regular, small maintenance steps are essential to preserving the quality of your Santoni shoes. For this purpose, specific shoe care tools are needed to clean and preserve in the most appropriate way these handmade shoes. For example, putting a wooden shoe tree in the shoe helps maintain its correct shape. We invite you to visit the Care and Maintenance page to discover all the products with which you can take care of your Santoni, or to contact our Customer Care directly.

We will be happy to welcome you to one of our boutiques for an appointment with a qualified member of staff, who will be at your complete disposal, listen and satisfy your every need. You can set the appointment from the Store Locator page, by selecting the nearest store, or by contacting our Customer Care .

SHOP ONLINE

We would like to inform you that in order to place an order at our online boutique you must first select the country of delivery from the menu at the bottom right of the Homepage. Click on the desired product to access the relevant product page and view in detail all the information regarding the product itself. Select the size you want and add it to your cart. You can then proceed to the checkout by filling in all the address fields, as well as the desired payment method. Order confirmation and shipment status information will be communicated via e-mail. We remind you that all orders placed online can be returned within 14 days of delivery, except for customized products.

If you wish to cancel or change your order, please contact our Customer Care as soon as possible by e-mail at customercare@santonishoes.com or by phone at +39 02 87215108. Once the order is placed, we will not always be able to guarantee the cancellation or modification afterwards.

If you have forgotten your password, simply click on "Forgot your password?" on the login page and enter your e-mail address. You will receive a message with instructions to follow to set a new one.

You can also place orders on the santonishoes.com website as a guest user. In any case, we recommend that you create an account for the following benefits:

• save products on the Wishlist;
• easily access details and order history;
• save credit card information to speed up the payment process;
• store different billing and shipping addresses to speed up order processing.

If you decide to cancel your account, please send your request to privacy@filoblu.com. Once we receive your request, we will remove the information linked to it.

The promocodes allow you exclusive offers. To use them during your purchases, simply enter the code in the appropriate field at checkout and click apply. Only one promocode can be used for each order. If the code does not work, please review the validity dates of the promotion and on which items and categories can be applied. If the problem persists, please contact our Customer Care.

Yes, our Customer Care will be happy to help you complete your order by calling +39 02 87215108 from Monday to Friday from 9.00 a.m. to 10.00 p.m. CET and Saturday from 9.00 a.m. to 6.00 p.m. CET. After selecting the items you wish to purchase, the delivery address and payment information will be required to complete the order. We guarantee the absolute security of your personal data during all stages of the purchase. You will immediately receive a confirmation email with a link to check the purchase details and track the shipment.

For requests on items not available online, please contact us via e-mail at customercare@santonishoes.com or at +39 02 87215108, our Customer Care is available Monday to Friday from 9.00 a.m. to 10.00 p.m. CET and Saturday from 9.00 a.m. to 6.00 p.m. CET.

The items online with the words "available in" can only be bought at selected Santoni boutiques. You can request information on these products by clicking on the "contact us" button in the data page for the product in question. Your request will be sent to the boutique you state as a favourite.

At the end of the purchase, you will receive an e-mail containing a recap of your order and confirmation that it has been correctly received.

To make the purchase, follow the online procedure carefully. FiloBlu S.p.A. reserves the right to refuse or cancel an order, in case of doubts about the correctness of the product (incomplete or inconsistent personal data, payment issues in previous purchases, doubtful authenticity of the credit card) or unavailability of products. Refusal or cancellation of the order (by e-mail or telephone) may not be timely and could also follow subsequent contact by the customer.

PAYMENT

The following payment methods are available:
• Adyen CC (Visa, MC, Amex, JCB);
• Discover/Diners Club;
• Paypal;
• Amazon Pay.

The total amount of the order will be charged after the necessary checks on the credit card details and availability of the products, and confirmation of the order for shipment. The charge will be in the same currency as the prices stated at checkout. The total amount of the order includes shipping costs, where applicable. Taxes and fees will be detailed in the checkout phase.

In the event that you receive an e-mail informing you that your order has been cancelled, the reasons may be related to an error in the data entered or problems relating to the payment method. If you have received our e-mail informing you that your order has been cancelled, you can make a new order online, or contact our Customer Care at the e-mail address customercare@santonishoes.com.

The payment transaction takes place on a protected page, which uses SSL (Secure Sockets Layer) certificates, a system that guarantees maximum security for online transactions. Credit card data is protected from unauthorized access by encrypted transfer of SSL data, which is not accessible to third parties. In order to better protect your personal data, however, we urge you to keep your username and password safe. If you suspect your data has been breached, contact us immediately at the e-mail address: privacy@filoblu.com.

SHIPPING AND DELIVERY

Santoni offers free express shipping both in Italy and abroad with DHL courier. For direct shipments to Russia, we use the carrier SDA. From the moment the order leaves the warehouse, it is delivered within 1-2 working days in Europe and 2-3 working days in countries outside Europe. All orders are delivered from Monday to Friday, excluding holidays. Santoni is not responsible for unexpected delivery delays outside of its control.

You will receive an e-mail with the shipping confirmation as soon as your order leaves the warehouse. In the e-mail you will find the tracking number to be used on the DHL website to check the delivery status of your order.

Santonishoes.com ships to more than 100 countries. Shipping times and costs vary depending on the country.

At the moment you can only send to one address for each order. To send to more than one address, please set up a separate order for each destination.

Thanks to DHL's new, free On Demand Delivery service, you can now independently change the destination and date of delivery, indicating what is most convenient as long as it is within the area covered by the same branch, or by indicating the closest DHL ServicePoint to pick up the shipment. On the day of the expected delivery, you will be sent an SMS containing a link, through which you can access the DHL portal, where you can change the settings related to your shipment.

For security reasons it is always necessary to sign for the delivery of your order unless, through DHL's On Demand Delivery service, you explicitly ask to have the shipment left at the front door without needing to sign in case of absence.

If no one is present to deliver the order, the courier will leave a notice of passage on a label attached to the address. Furthermore, with the On Demand Delivery service, you can now authorize the courier to leave the shipment at a neighbour if expressly indicated. FiloBlu S.p.A. will not be responsible for any problems encountered with the courier delivery service.

Santoni ships to the European Union, the USA and Switzerland on a DDP (delivery duty paid) basis. This means that all applicable taxes and duties are included in the final purchase price and there are no additional costs for delivery. For deliveries requested in all other countries, any import customs fees will be charged to the recipient. The price to be paid to Santoni will exclude all import duties and sales taxes. For more information, contact the local customs office/corresponding tax authority.

Your order will be packaged by hand and shipped with a Santoni shopping bag decorated with a satin ribbon.

Shipment insurance is not available for purchases made on santonishoes.com. The recipient's signature is required upon delivery of the product in order to certify the success of the delivery and the completion of the order. Once you have received and signed for your item, the responsibility for the goods is yours and Santoni will no longer be responsible in any way for the items delivered.

RETURNS AND REFUNDS

If you are not fully satisfied with the items you have purchased, you can return them by exercising your right of withdrawal within 14 days of receiving the order. To do so, please send an e-mail to the following address: customercare@santonishoes.com. The goods must also be returned within 14 days of receipt, together with the duly completed return form, at the address: FiloBlu c/o Snatt Logistica S.p.A. Mag L (Area FiloBlu) Via San Biagio, 65/67 42024 Castelnovo Sotto (RE) Italy. The shipping costs for returning the order are charged to the customer. For more information, see the Withdrawal Right page. For online purchases, Santoni will reimburse the full price of the products as long as they are returned by the customer not worn, unused and undamaged, as well as accompanied by the original invoice, with the Santoni packaging and with the label, sticker or seal intact and attached to the product. Returned products must be packaged so as to avoid damage to the original wrapping. Santoni reserves the right to refuse at its discretion the return of those products that do not comply with the above requirements. The reimbursement period is 14 days. Delays in operations may occur following deferred deliveries to Santoni c/o Snatt Logistica S.p.A., Via Galileo Galilei 21, 42024 Castelnovo Sotto (RE) by the postal service. After the above days have passed, please call +39 02 87215108 or send an e-mail to customercare@santonishoes.com. For further details, please consult the Terms and Conditions page.

The right of return applies to the product purchased in its entirety and will be applicable under the following conditions:
• the purchased product must be intact and returned in its original packaging, complete in all its parts (including packaging and any documentation, etc.);
• the good must be accompanied by the return form received at the time of purchase;
• in all cases, attaching labels or sticky tape directly to the original product packaging should be avoided.

The right of return expires totally, due to the lack of the essential condition of integrity of the goods (packaging and/or contents), should Santoni S.p.A. find:
• external and/or internal packaging is missing;
• integral elements of the product (accessories, parts, etc.) are missing;
• the product is damaged for reasons other than transport.

You can prepare the item or items you wish to return by placing them, together with the return form, in the shopping bag or in the box in which you received your order. Once the package is sealed with the return form and the items to be returned, attach the return label to the outside.

To request a product exchange, you must return the original product by following the return instructions provided in the shipping confirmation e-mail, and then place a new order. Please note that new orders are subject to product availability. We will inform you if it is not possible to process your order.

FiloBlu, on behalf of Santoni S.p.A., will reimburse the customer for the full amount already paid, within 14 days of withdrawal (30 days for the USA), by transferring the amount debited, using the same payment method as the customer for the initial transaction, unless otherwise agreed. In any case, the customer will not incur any costs as a result of such repayment. FiloBlu may suspend the refund until receipt of the returned product or until the customer proves that he has correctly returned the product, whichever is first.
In any case, the customer will forfeit the right of withdrawal in cases where FiloBlu ascertains that:
• the returned product and/or its accessories and/or its packaging are not intact;
• the product is missing its external packaging and/or the original internal packaging;
• the product is missing any integral elements and/or accessories (for example fasteners, laces, buckles, etc.).
In case of forfeiture of the right of withdrawal, FiloBlu will return the purchased product to the sender, charging the shipping costs and, if already reimbursed, the price of the product.

Yes, you can choose to return the items ordered online even at one of our Santoni boutiques. Please note that if you choose to return something to an authorized Santoni boutique, the refund cannot be paid on the spot. It will be paid through the same payment method used online, once your purchase is returned to our warehouses.

It is not possible to request an exchange or a refund of a customized product unless the goods are defective or do not comply with the order placed (article 5, paragraph 3, letter c, of Legislative Decree No. 185 of 22/05/1999).

All products sold on santonishoes.com are covered by a legal guarantee of conformity. In the event that a product purchased on santonishoes.com, during the period of validity of the legal guarantee, manifests what could be a lack of conformity or has not been processed correctly, we invite you to contract Customer Care by sending an e-mail to customercare@santonishoes.com. Our Customer Care will promptly reply to the communication, indicating the next steps to take.