FREQUENTLY ASK QUESTIONS:
RETURN POLICIES:
- BLACK FRIDAY SALE, CYBER MONDAY AND END OF THE YEAR SALE ARE FINAL. NO RETURNS OR EXCHANGES ARE ALLOWED.
- Request a return to here.
- All international returns are at a cost of the customer at a flat rate of $20.00. Once return is requested, we will send you a return label you can use, we will deduct $20.00 from your refund.
- Online orders can be returned within 15 days from the day of delivery.
- The items must not have been used, altered, or washed, and they must be in their original condition with all tags attached.
- The return item must contain a return label and return slip that can be obtained once you start the return process. Not adhering to this guideline will result in process delays and rejection.
- Original delivery charges are not included in the refund amount.
How can I check the status/ track my order?
Access detailed order information by logging into your account on our website. Simply visit 'My Orders' for a summary of your past purchases, including order specifics, tracking details, and updates. Contact our customer care team for assistance with any concerns here.
- Access "My Orders": Log in to your account and go to "My Orders."
- Select Items: Choose the order reference you want to track.
- View Delivery Details
- Does santolina have a physical store?
Santolina does not have a physical store currently. However, we are actively exploring the possibility of opening a flagship store. For now, enjoy the convenience of premium online shopping with our seamless platform.
May I change the delivery address of an order in progress?
If you need to change your delivery address, please note it may impact delivery time. We can try to accommodate changes if the order hasn't shipped. Contact our customer service promptly for assistance. Once shipped, address changes may not be possible.
How do I book a return or exchange?
Click here to submit an online return or exchange and follow the steps provided. A return or exchange request must be submitted within 15 days from the day of delivery to exchange the item or receive your refund within normal processing times. Items returned outside of this period will not be accepted. Upon completion of this process, you will receive an email confirming your return details, with your return label included. To track your return, you can check the return request email or contact our customer service here for assistance.
What is the SANTOLINA return policy?
Online orders must be returned within 15 days after the delivery date to get a refund or item change if the goods are defective. To guarantee enough time for returns, we advise trying on every item you've ordered as soon as you get it. Visit our return policy here.
PRODUCT INFORMATION: CARE GUIDE
Since our garments are made from a variety of fabrics and trims, we highly recommend checking the garment care label for specific instructions on how to care for your garment.
Steaming:
When cleaning or dry cleaning is not an option, steaming is a great method to keep your clothes looking new. It eliminates wrinkles, creases, and bacteria that cause Odors. Steam inside out and avoid pressing the steamer nozzle directly onto the fabric. Gently steam pleated clothes. For specific instructions, contact customer support or consult your trusted laundry shop.
Hand washing:
For items with care labels recommending hand washing, use cold water and a mild liquid detergent. Avoid washing machine delicate cycles. After washing, gently squeeze out water, lay flat on a clean towel away from direct sunlight, and avoid wringing to prevent stretching.
Dry cleaning:
Note the dry-cleaning code on the care label when taking clothes to the cleaner. Code F indicates the use of petroleum-based solutions, while code P specifies avoiding trichloroethylene for sensitive items.
How to care for SANTOLINA clothing?
Click on your ideal piece, then find 'Care instructions' on the right. we highly recommend checking the garment care label for specific instructions on how to care for your garment. You can also visit our care guide here or contact our customer service team here for assistance.
How can I find sizing details?
Explore our detailed Size Chart for precise measurements and helpful guidance in discovering your perfect fit. Simply click on your selected piece, and you'll find our Size and fit positioned on the right side of the page.
May I have additional fit information?
Discover all the details you need in our garment information section after choosing your item. From sizes to key insights under 'Size and Fit Details’. For any further queries please contact our customer care at customercare@santolina.co.