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.
For returns we use two types of couriers:
- BRT/DPD GROUP: DOOR-TO-DOOR withdrawal
- DHL: collection at DHL PARCEL (Dhl will contact the customer directly to agree which collection point to go to)
Return Instructions
- The customer has 14 days from the DATE OF DELIVERY to request a final return or for size/item exchange . The return must be shipped WITHIN 14 days from the date of delivery.
- 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 or via a shipping method previously agreed upon via email with customer support
- If the customer sends with his own shipping method, the refund will be total, while if he picks up one of our couriers, the cost deducted from the refund will be as follows:
GERMANY 7 EUROS
FRANCE 7 EUROS
SPAIN 7 EUROS
BALEARIC 7 EUROS
HOLLAND 7 EUROS
BELGIUM 10 EUROS
LUXEMBOURG 10 EUROS
AUSTRIA 7 EUROS
PORTUGAL 9 EUROS
PORTUGAL ISLANDS 20 EUROS
POLAND 7 EUROS
SWEDEN 9 EUROS
DENMARK 8 EUROS
FINLAND 9 EUROS
IRELAND 15 EUROS
ESTONIA 8 EUROS
LITHUANIA 8 EUROS
LATVIA 7 EUROS
CZECH REPUBLIC 8 EURO
SLOVAKIA 8 EUROS
SLOVENIA 7 EUROS
CROATIA 8 EUROS
ROMANIA 8 EUROS
BULGARIA 8 EUROS
HUNGARY 7 EUROS
GREECE 9 EUROS
CYPRUS 70 EUROS ( BY AIR )
CORSICA 15 EUROS
SWITZERLAND 40 EUROS
- Any initial shipping costs are however excluded from the refund
- 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
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!
- The 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
