How long do I have to request a return or exercise my right of withdrawal?
You may exercise your right of withdrawal within 14 days (30 days for the US) from the receipt of your order. The return request must be submitted online.
Access the online returns process.
In what condition must products be returned?
Items must be returned intact, complete with all component parts, and in their original packaging (including pouches, boxes, labels, tags, seals, documentation and accessories). They may only be tried on only for as long as is reasonably necessary to assess their nature, characteristics and fit, and must show no signs of use or soiling. The right of withdrawal applies solely to the product in its entirety.
Before returning the product, please ensure that it and its packaging are complete and undamaged.
Do I have to pay for return shipping?
Yes, the Customer is responsible for the return shipping costs (and any customs charges). Until receipt at the Santoni warehouse has been confirmed, the return shipment is the total responsibility of the Customer.
We recommend using a reliable courier, retaining your proof of shipping and sharing the tracking details with Customer Care .
Can I return or exchange a personalised product?
No, personalised items cannot be returned and orders for such items cannot be cancelled or amended once they have been placed, unless the item received is faulty or does not conform to the order.
Should you receive a personalised item that is faulty or non-conforming, please initiate a return request online, selecting the appropriate reason, and await further instructions from Customer Care .
How do I submit a return request if I placed an order as a guest?
If you placed your order as a guest, you can initiate a return request by completing the Check Your Order Status form:
- Enter your order number and the email address used at the time of purchase
- Click on Request a Return
- Select the items you wish to return and choose a reason from the options provided
- Customer Care will process your request as soon as possible
- You will receive a confirmation email containing return instructions and updates on the progress of your request
- Once you have obtained a tracking number from your chosen courier, please share it with Customer Care .
Please access the Check Your Order Status section, complete the form, and follow the return instructions provided by email.
How do I open a return request if I have a registered account?
If you are a create an accounted user, My Account to the My Account section and go to the Orders and Returns area. Open the order containing the items you wish to return, click on Request a Return, select the relevant products and indicate your reason for return. Your request will be handled by Customer Care and, once approved, you will receive an email with full return instructions and status updates, which will also be accessible from your account area.
Please log in to My Account, go to 'Orders & Returns', and follow the 'Request a Return' procedure.
How should I prepare and ship the return parcel?
Once your return has been authorised, please print the authorisation email and include it in the parcel along with the items being returned. Send the parcel via your chosen courier to the address specified in the authorisation email. Shipping costs are payable by the Customer. Santoni does not provide a return label. It is important to retain your proof of shipping.
Please follow the instructions in the authorisation email, ship to the address indicated and do not forget to share your tracking number with Customer Care .
How do returns from the United States and non-EU countries work?
For orders placed in the United States, returns should be sent to the address provided in the authorisation email. For returns shipped from non-EU countries, in order to facilitate customs clearance, a proforma invoice, supplied by email, must be attached to the outside of the parcel together with the AWB label provided by your courier. A proforma invoice is required for returns from certain non-EU countries including Andorra, the United Kingdom, Switzerland, Norway, Ukraine, and countries in Asia, Africa, Australasia, and South America. We also strongly recommend that you provide Customer Care with the return tracking number.
For returns from the United States or non-EU countries, please follow the instructions in the authorisation email and attach the pro forma invoice to the outside of the parcel.
How long will it take to receive a refund?
Once the return has been received at our warehouse, our Quality Control team will inspect the item. If the inspection is satisfactory, Santoni will send a return confirmation email and process your refund. Refunds are issued within 14 days of receipt of the return by crediting the amount to the payment method used at the time of purchase. Santoni reserves the right to withhold the refund until the returned item has been received. The time taken for the credit to appear in your account will depend on the internal procedures of your bank or payment provider.
Once you have received your return confirmation email, please monitor your payment method for the credit and, should any delay occur, contact your bank or Customer Care .
In which cases will a return not be accepted?
A return will not be accepted:
- If the product, its accessories or the packaging are not intact
- If the outer packaging and/or the original inner packaging are missing
- If any integral parts or accessories (such as fastenings, laces, buckles, etc.) are missing
Where any of these conditions apply, the return may be refused and the item sent back to the Customer, with no refund issued.
Please ensure that the item and all original packaging and accessories are complete and undamaged before shipping your return.
What should I do if the product is faulty or incorrect?
If the item you have received is faulty, damaged or does not conform to your order, please initiate a return request online and select one of the reasons provided (“The item does not match the photo/description” or “The item received is damaged or does not match the one ordered”). Once your request has been submitted, you will receive a confirmation email and Customer Care will contact you. Please do not ship the item until you have received instructions from Customer Care : in the event of a faulty or non-conforming item, Santoni will arrange collection at its own expense.
Initiate a returns request by selecting the reason then wait for instructions from Customer Care before shipping the item.
Who can I contact for help with returns and refunds?
For any queries regarding the right of withdrawal, returns, return shipping and refunds, Customer Care is on hand to guide you through the process and provide all necessary instructions, particularly in the case of international returns or faulty items.
Please contact Customer Care via the information available on the Santoni website