For purchases made from November 17 to December 12, 2023, the return period is extended to December 27, 2023. Requests must be emailed by Dec. 27, and the package must be shipped by Jan. 4. Return requests received after Dec. 27 will be deleted
The User can exercise the right of withdrawal and return the product received , without any penalty and without specifying the reason (except for internal purposes), in compliance with the terms and methods set out below.
Return Instructions
- The customer has 14 days from the DELIVERY DATE to request a definitive return or to change size/item
- You can make the return/exchange request by writing an email to info@santinelloshop.com following the instructions included inside the package or directly from the " CONTACT US " section of the website
- Permanent return shipments must be made either via our courier at a cost of 10 euros deducted from the final refund or via a shipping method agreed via email with customer support and the refund will be total (excluding any initial shipping costs)
- Shipments for an exchange must be made exclusively via our courier (the FIRST exchange is free, the second costs 10 euros)
- If the return is requested after the first exchange, and our courier is used, the costs of both the shipment and the exchange will be charged upon arrival, equal to 20 euros (two out of four shipments made)
- If the customer places two orders and returns one, the exchange rule does not apply but is considered as a definitive return
- If the customer purchases two products in the same order and returns one, the exchange rule does not apply but is considered as a definitive return
It is not possible to make returns to our locations. boutique if NOT AUTHORIZED IN ADVANCE BY EMAIL from our customer service
Please note: Customers who purchase with a VAT number cannot exercise the right of withdrawal.
TERMS AND CONDITIONS FOR RETURN
-Check that each item to be returned is in the same condition in which it was originally shipped and that it is packaged carefully and in an orderly manner.
-Check that all the original labels are perfectly intact and that they have not been removed from the box.
-DO NOT REMOVE ANY LABELS, IN CASE OF GIFT ONLY CANCEL THE PRICE!
-Shoes must be tried on on a carpet or clean surface and must be returned in their original box.
-Returns must be sent inside the SANTINELLOSHOP box or a similar one of equal size
-The brand box and internal packaging are considered an integral part of the product.
-Products that are returned incomplete, ruined, damaged, deteriorated, USED or with soles
visibly dirty will be returned to the sender after notifying customer service
-Santinelloshop will not accept returned goods if the return does not comply with all the terms and conditions set out in our return policy and will be sent to the sender at the original shipping address
- SantinelloShop is not responsible in any way for damage or theft/loss of goods returned by uninsured shipments.
IN CASE OF DEFECTS FOUND AFTER USE:
Send an email to info@santinelloshop.com writing the following data:
- the order number or the name to which the order was sent
- the problem encountered
- attach photos that highlight the problem
SUBSEQUENTLY we will send your request to the brand company to ask for information regarding the problem you encountered and there will be three resolution possibilities:
1) IF the brand company gives us the possibility to replace them , your order will be returned and the replacement will be sent
2) IF the brand company DOES NOT give us the possibility of replacement but confirms the problem , we will return the order which will be sent to the company and a voucher will be issued in your favor for the amount you spent, which can be used on any product present on our site
3) IF the brand company does NOT confirm the problem , because it is linked to incorrect use or other parameters not attributable to the company and/or the product, your request will unfortunately be rejected
