Frequently Asked Questions
It's really easy to order your goods online. Click on the "add to cart" button when you find an item that you like. When you have finished shopping just click on the checkout button to complete your purchase.
Remember you are not committed to your selected items until the order has been confirmed and submitted by you.
How do I pay for my purchases?
Simply follow the instructions on the Santoro site. We are happy to accept CARD payments online, or you can send your CARD DETAILS or a CHEQUE in pounds sterling separately by post. Alternatively you can phone customer service directly on +44 (0)1709 518100.
All transactions are processed within a secure environment. All prices are shown in Pounds Sterling (inclusive of VAT). Please note that prices do not include packing and postage charges. This is calculated based on the delivery address and the final weight of the goods you wish to purchase.
1. Online payment
We currently accept Visa, Master, Paypal, Maestro, Electron, JCB and Delta debit / credit cards. Please note that we do not accept Amex and Diners Club cards.
2. By Post
Go to the online checkout and follow the instructions provided. A receipt of your purchase will be automatically generated with your order tracking number. Print this out and send with your payment details. Either send your full details or include a cheque in pounds sterling made payable to" Santoro Graphics Ltd.". Remember NOT to send cash in the post.
For more information on how secure your credit card is, please see the Privacy & Security page for further details.
How do I know my order has been received?
When you have ordered your goods online a confirmation e-mail will be sent to you. Please keep this safe as it contains your order tracking number and details.
If your parcel has not arrived and you are concerned about your purchase, simply log on and view your account. Alternatively you can call customer service and they will track your goods and advise you of the status of your order.
When can I expect my purchases to be delivered and how much does it cost?
We aim to send your purchase within 2 working days of order confirmation and the goods delivered to you within 3-5 working days (This applies to the UK mainland only). For international deliveries please allow 3-5 working days for your goods to be dispatched and 7-10 working days to arrive. Please note that Santoro cannot accept responsibility for delays caused by postal services.
In addition please note that if you are paying by cheque in pounds sterling then we cannot send goods until the payment has been cleared.
If you would like next day delivery and place your order before midday and online with a card payment, we will do our best to post your goods the same day. Please contact customer service for further details.
Standard package and postage charge (UK mainland only) is £3.95. Please see the "How to order from abroad" section on this page for information on international delivery costs.
Can I return my purchases?
IF YOU LIVE WITHIN THE EU
If for any reason you are unhappy with your order and you wish to return your item, please inform us within 7 days and you will receive a full refund.
Santoro Graphics Ltd has no liability other than up to the total value of your original order. For your security please return items by recorded delivery with insurance paid as a minimum.
IF YOU LIVE OUTSIDE OF THE EU
If for any reason you are unhappy with your order and you wish to return your unused item, please inform us within 7 days and you will receive a full refund of the value of your goods.
To qualify for a refund all returned goods must be in an unused and resalable condition and in their original undamaged packaging.
Santoro Graphics Ltd has no liability other than the value of your goods. For your security please return items by recorded delivery with insurance paid as a minimum.
What if I don’t receive the item I ordered or the item is faulty?
We apologise if on a rare occasion the goods are faulty or incorrectly sent. In this instance on receipt of the goods, we will refund our postage and packing cost and the cost of returning the goods via the Post Office. Please contact our Customer Service team to discuss this first and to obtain a returns number.
Can I exchange my purchases?
If you would like to exchange your purchase for another item and the new item you require costs more than the original purchase, an additional payment is required. If the replacement item costs less than the original purchase then we will refund you the difference.
What about refunds?
Refunds for items bought as gifts can only be given to the original purchaser. If you have received a Santoro delivery as a gift and decide to exchange an item, the purchaser will be informed.
How do I order from abroad?
It's easy! Simply order online as we can send goods all over the world.
All prices are quoted in Pounds Sterling including VAT (VAT only applicable in UK and EU countries). Please apply current exchange rates to work out how much you must pay. The cost of shipping is automatically calculated based on the weight of the goods you have ordered. When you reach the checkout you will be asked to enter the country to which you would like the goods delivered.
Remember at this stage that you can always cancel the order if you are not satisfied with the total order value.
Please allow 3-5 working days for your goods to be dispatched and 7-10 days to arrive. Please note that Santoro cannot accept responsibility for delays caused by postal services.
How do I know my personal information is secure?
Santoro are committed to safeguarding your privacy and use 128-bit encryption to ensure the security of your credit card information making it virtually impossible for anyone else to access your personal details.
We strongly advise you not to transmit any credit card information via e-mail as we are unable to accept any liability for any losses as a result of information being processed by any other method than our secure payment environment.
Please click on our Security & Privacy page for further details.