CONTACT US INFO:
- WANT TO CONTACT US VIA WHATSAPP? Text us at +39 26352496 and we'll get back to you during the following hours: Monday 4:00 PM - 7:00 PM, Tuesday to Friday 10:00 AM - 12:00 PM and 4:00 PM - 7:00 PM. The customer service office is closed on SATURDAYS and SUNDAYS.
SHIPPING INFO:
- WHICH COURIER DO YOU USE? We use BRT and GLS for Italy, DHL for Europe.
ORDER INFO:
- WHEN WILL MY ORDER BE SHIPPED? We ship your products within 3 business days (EXCLUDING SATURDAY AND SUNDAY). Orders placed from Friday to Monday will be prepared and delivered to the courier on Monday or Tuesday, depending on the warehouse. In the event of a holiday, the order will be shipped on the following business days. From the time you receive the dispatch email, the courier will deliver the order within a maximum of 3 business days, barring any issues we are unaware of or periods of increased delivery traffic (such as Christmas and Black Friday).
- 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 specific exceptions 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 DIDN'T RECEIVE THE CONFIRMATION EMAIL : Please check that it hasn't ended up in your spam or junk folder. Unfortunately, since it's an automatic email, it sometimes goes directly to spam. If it doesn't appear, please contact customer service during the hours indicated to verify that there wasn't an error in your email address or payment.
RETURN INFO:
- DO YOU ALLOW ME TO REQUEST A RETURN AND GIVE MY MONEY BACK? Of course, you'll receive return instructions inside the package, or you can read them here: https://santinelloshop.com/policies/refund-policy
- CAN I EXCHANGE THE NUMBER OR ITEM? Of course, you'll receive instructions for returning an item for exchange inside the package, or you can read them here: https://santinelloshop.com/policies/refund-policy
- ARE RETURNS FREE? No, the customer is responsible for final returns for refunds. However, the customer can decide whether to use our courier (€10 in Italy/€7 to €20 in Europe depending on the country) or ship the item themselves (contact us first).
Can I come directly to the store to return my item? Please first send us an email to info@santinelloshop.com with your order number and your request. All return requests must be processed.
- WHO SHOULD I GIVE THE SHIPPING MONEY FOR THE RETURN? No one. If you choose our courier for the return, the money will be deducted directly from your final refund.
- CAN YOU REFUND ME BY BANK TRANSFER? The refund is automatic and will be issued to your chosen payment method, except in exceptional cases such as theft of the card you paid with or its expiration.
I PAID WITH SCALAPAY. HOW DOES THE REFUND WORK? The full or partial refund will be handled directly by Scalapay and you can view it through your SCALAPAY portal. Any remaining installments will be cancelled, and paid installments will be fully or partially refunded based on the requested refund.
I PAID IN THREE INSTALLMENTS WITH PAYPAL. HOW DOES THE REFUND WORK? PayPal cancels the remaining installments when the refund is issued, and the amount paid for the first installment is made available as a credit on your PayPal account for future purchases. You won't see an actual credit, but a virtual credit that you can use in the future on any platform that accepts PayPal.
PAYMENT INFO:
- Do you ship cash on delivery? No , but you can pay by credit card, PayPal, or Scalapay, or ask us for bank transfer information. Find all the information here: https://santinelloshop.com/pages/metodi-di-pagamento
I CAN'T PAY WITH SCALAPAY: If your cart displays the message "ORDER EXPIRED," delete your cart and start over. If you encounter any other issues, please contact SCLAPAY directly at support@scalapay.com.
I ENTERED EVERYTHING AT CHECKOUT, MADE THE PAYMENT, THEN THE MONEY WAS DEDUCTIBLE, BUT I CAN'T MAKE THE PAYMENT. NOW WHAT? Don't worry. First of all, the deducted amount you see is a pre-authorization for the charge that will be reversed within 24 hours by your bank. Secondly, if you get this error, you probably haven't passed the appropriate security checks, which could be:
1) ZIP CODE ERROR (the ZIP code). You are essentially purchasing with a card registered to a different address than the one you want to ship to, and the system blocks it. You must try again by entering the name and address of the credit card in the BILLING ADDRESS and the shipping address where you want the item 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 PAID WITH PAYPAL BUT DIDN'T RECEIVE A CONFIRMATION EMAIL. WHY? Most of the time, when this happens, it's because the payment wasn't processed due to shipping costs. Shipping is free for orders of €150 and over. If your order is under €150 and you press the QUICK CHECKOUT button, PayPal doesn't calculate it. Proceed as follows: fill in all the fields below with your name, address, and all your contact information, press GO TO SHIPMENT, select the shipping payment method, press GO TO CHECKOUT and select PAYPAL, finally press PAY NOW, so it will calculate the correct shipping costs.
I PAYED WITH PAYPAL IN THREE INSTALLMENTS, BUT I STILL DON'T SEE MY ORDER. WHY? With that service, you have to wait for PayPal's verification time, which we have no control over. If this time exceeds 10 minutes, please contact your PayPal customer service.
DISCOUNT CODES INFO:
I CAN'T ENTER THE NEWSLETTER DISCOUNT CODE : The discount code is linked to your email address, can only be used once, and you must enter the same email address during checkout. You must sign up for the newsletter; find the box on the homepage. You will receive an email asking you to confirm your subscription by clicking a button. Once confirmed, you can use the discount code. If you still can't use it, please contact us during the hours listed above.
- I CAN'T ENTER MORE THAN ONE CODE : the system only accepts one code per cart
- I ENTER THE DISCOUNT CODE BUT IT IS NOT APPLIED : it is probably not available for the item you are purchasing
ARTICLE INFO:
- ARE YOUR PRODUCTS ORIGINAL? We certainly only buy original products.
