INFO CONTACT US:
- DO YOU WANT TO CONTACT US VIA WHATSAPP? write to the number 3926352496 and we will answer you during the following hours: Monday from 4pm to 7pm, Tuesday to Friday 10am-12pm/4pm-7pm SATURDAY AND SUNDAY CLOSED
SHIPPING INFO:
- WHICH COURIER DO YOU USE? We use BRT and TNT FEDEX, for more information on their current operating services visit the following links: BRT and TNT
ORDER INFO:
- WHEN IS MY ORDER SHIPPED? We ship your products within 3 working days (EXCLUDING SATURDAY AND SUNDAY). Orders placed from Friday to Monday will be prepared and delivered to the courier on Monday or Tuesday based on the starting warehouse. In the event of a holiday, the order will be shipped on the following working days. From when you receive the fulfillment email, the courier will deliver the order within a maximum of 3 working days.
- IS IT POSSIBLE TO HAVE DELIVERY ON SATURDAY OR SUNDAY? Unfortunately, the couriers we work with do not deliver on Saturdays and Sundays, except for special exceptions that are decided by the courier and not regulated or requested by us
- I RECEIVED THE CONFIRMATION EMAIL BUT I DON'T UNDERSTAND THE SIZE I ORDERED : the size you ordered is indicated next to the product description in the email summary. For example MOU ESKIMO 360 x 1, 360 stands for 36, 365 stands for 36.5, 370 stands for 37 and so on.
- I PAID BUT I DIDN'T RECEIVE THE CONFIRMATION EMAIL : Check that it hasn't ended up in spam or junk mail. Unfortunately, since it is an automatic email, it sometimes goes directly to spam. If it is not there, contact customer service during the hours indicated, to verify that there is no error in entering the email or in the payment
RETURN INFO:
- DO YOU GIVE THE POSSIBILITY TO ASK FOR A RETURN BY RETURNING THE MONEY? Of course, you will receive the instructions for making the return inside the package or you can read them here: https://santinelloshop.com/policies/refund-policy
- CAN I CHANGE THE NUMBER OR THE ITEM? Of course, you will receive the instructions for returning the item for exchange inside the package or you can read them here: https://santinelloshop.com/policies/refund-policy
- IS THE RETURN FREE? No, the final return for refund is at the customer's expense. However, the customer can decide whether to use our courier at a cost of 10 euros or ship it independently (contact us first)
- WHO SHOULD I GIVE THE SHIPPING MONEY FOR THE RETURN TO? To no one, in case you choose our courier for the return of the definitive return, the 10 euros will be directly deducted from the final refund
- CAN YOU REFUND ME BY BANK TRANSFER? The refund is automatic, and is set to be issued on the payment method you chose, except in exceptional cases such as theft of the card you paid with or its expiration.
- I MADE THE PAYMENT WITH SCALAPAY HOW DOES THE REFUND WORK? The total or partial refund will be managed directly by scalapay and you will be able to view everything through your SCALAPAY portal. The remaining installments will be eliminated and the paid installments will be refunded totally or partially based on the requested return.
- I MADE THE PAYMENT IN THREE INSTALLMENTS WITH PAYPAL, HOW DOES THE REFUND WORK? Paypal eliminates the remaining installments at the time of the refund and the amount paid for the first installment is made available to you as a credit on your Paypal account for future purchases. You will therefore not see an actual credit movement but a virtual credit that you can use in the future on any platform that accepts Paypal
PAYMENT INFO:
- DO YOU SHIP BY CASH ON DELIVERY? No, but you can pay by credit card, Paypal, Scalapay or ask us for the data for a possible bank transfer. Find all the instructions here: https://santinelloshop.com/pages/metodi-di-pagamento
- I CAN'T MAKE A PAYMENT WITH SCALAPAY: If the cart gives you the notification ORDER EXPIRED, delete the cart and start over. In case of other problems, we invite you to write directly to SCLAPAY using the email support@scalapay.com
- I ENTERED EVERYTHING AT CHECKOUT, MADE THE PAYMENT, IT DEDUCT THE MONEY, BUT IT IS IMPOSSIBLE TO MAKE THE PAYMENT AND NOW? Don't worry, first of all the money you see deducted is a pre-authorization for the debit that is reversed within 24 hours by your bank. Secondly, if it gives you that error, you probably have not passed the appropriate security measures which could be:
1) ERROR ZIP CODE (the CAP) you are basically purchasing with a card whose registration is made on an address different from the one where you want to ship and the system blocks it. You must try again by entering in the BILLING ADDRESS to whom and where the CREDIT CARD is registered and in the shipping address where you want the item to be delivered
2) 3D SECURE ERROR : you probably haven't activated the 3D secure code that you can activate from your home banking, or you simply haven't entered it in the correct timeframe and manner (some people authorize via SMS or via the bank's app)
- I MADE THE PAYMENT WITH PAYPAL, BUT I DIDN'T RECEIVE THE CONFIRMATION BY EMAIL, WHY? Most of the time when this happens it is because it has not been processed due to shipping costs. Shipping costs are free for orders of 150 euros and above, if the order is less than 150 euros and you press the QUICK CHECK-OUT button PAYPAL, it does not calculate them. Proceed as follows: fill in all the fields below with the name, address and all the references, press GO TO SHIPMENT, select the shipping payment, press GO TO PAYMENT and select PAYPAL, finally press PAY NOW, so it will calculate the correct shipping costs
- I MADE THE PAYMENT WITH PAYPAL IN THREE INSTALLMENTS BUT I STILL DON'T SEE THE ORDER WHY? Simple, you have to wait for the Paypal control time, over which we have no control, if necessary contact your PAYPAL customer service
DISCOUNT CODES INFO:
- I CAN'T ENTER THE NEWSLETTER DISCOUNT CODE : the discount code is linked to the email, can only be used once and you must enter the same email during the purchase phase. You must sign up for the newsletter, find the box on the homepage, you will receive an email in which you are asked to confirm your subscription via a button. Once confirmed, you can use the discount code. If you still can't, contact us during the hours indicated above
- I CAN'T ENTER MORE THAN ONE CODE : the system only takes one code per cart
- I ENTER THE DISCOUNT CODE BUT IT IS NOT ATTACHED : it is probably not available for the item you are purchasing
ARTICLE INFO:
- ARE YOUR PRODUCTS ORIGINAL? Of course we only buy original products
