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FAQs

How Can I contact you

How do I know my order has been received?

Which payment methods do you accept?

What are your delivery charges?

When will I know my order has been dispatched? 

When will I receive my order?

Can I add to or change my order after I have placed it?

Can I order/pay over the phone?

I have received a damaged item, what should I do?

I have changed my mind about an item and wish to return it, what should I do?

Can I return a delivery if it was a gift?

An item I am looking for is not on your website, do you have it in stock?

I am looking for local stockists of Santoro products, can you help me?

Can I be alerted to the release of new ranges and products?

 

How can I contact you?

If you need to contact us about our products or an order, please call our customer service team on +44 (0)20 8781 1100 or email us at customerservice@santoro-london.com. Our office hours are Monday-Friday 9am-5.30pm.

Currently we are operating with a very limited team due to Covid-19, and we are working as hard as possible to respond to your enquiries within 5 working days.

How do I know my order has been received?

When you have ordered your goods, a confirmation e-mail will be sent to you. Please keep this safe as it contains your order number.

Which payment methods do you accept? 

We currently accept card payments online via Mastercard, VISA, American Express and Discover or through Paypal. All transactions are processed within a secure environment.

For more information on how secure your credit card is, please see our Privacy Policy.

What are your delivery charges? 

Please view our Delivery Information page to find out about our shipping costs.

When will I know my order has been dispatched?

Please view our Delivery Information page to find out our shipping costs.

When will I receive my order?

We are currently aiming to dispatch orders within 2-5 working days.

Deliveries to UK mainland will be sent by Royal Mail 1st class. Please allow 3-5 days for your goods to arrive. International deliveries are sent via courier, please allow 7-10 working days to arrive.

Note that Santoro cannot accept responsibility for delays caused by postal services.

Can I add to or change my order after I have placed it?

If you would like to amend your order, please email customerservice@santoro-london.com with information on what you would like to amend as soon as possible after purchase. Please quote your order number in the email.

Please be aware that as orders are automatically processed we cannot guarantee changes can be made.

Can I order/pay over the phone?

We are unable to take orders or payment over the phone, due to security reasons.

All orders and payment can be made through our website. If you require any assistance with our website or your account please contact our Customer Services Team at customerservice@santoro-london.com.

I have received a damaged item, what should I do?

We apologise if on a rare occasion the goods delivered are faulty or incorrect. In this instance, please contact our Customer Service Team at customerservice@santoro-london.com with proof of purchase, such as your confirmation email. Make sure to provide details of what is wrong with the item and attach clear images of any fault. A member of our customer service team will be back in touch with you as soon as possible to arrange sending out a replacement item.

I have changed my mind about an item and wish to return it, what should I do?

If for any reason you are unsatisfied with your order, we are happy to accept returns within 14 days of purchase. Please note we can only accept returns if the item is in a re-saleable condition and in its original, undamaged packaging.

To request a return, you can contact our customer service team by emailing us at customerservice@santoro-london.com. Make sure to include your order number and proof of purchase, for example, your order confirmation email. Please also tell us which item(s) you would like to return, and we will reply as soon as possible with information on how to proceed.

Please be aware that when returning products you will be responsible for the cost of return postage, and we always recommend that you obtain proof of postage.

You will receive a full refund once the items have been received by our warehouse and are found to be in a re-saleable condition.

Can I return a delivery if it was a gift?

Refunds and exchanges for items bought as gifts can only be given to the original purchaser. If you wish to return a gift, please get in contact with the original purchaser to do so on your behalf.

An item I am looking for is not on your website, do you have it in stock?

If an item is out of stock it will no longer appear on our website, however many of our dolls and craft items are made and sold by our fantastic licensing partners. If you’re looking for a specific item, please email customerservice@santoro-london.com with details of the product you’re searching for and the country in which you are based, and a member of our team will be in touch with more information.

I am looking for local stockists of Santoro products, can you help me?

Currently we do not have information of local stockists readily available, as we cannot guarantee stock levels of individual shops. However, all of the product pages on our website offer detailed images of the items as well as a list of their features and approximate dimensions. If you have any questions about an item you can contact us via customerservice@santoro-london.com.

Can I be alerted to the release of new ranges and products?

Of course – sign up to our newsletter via the home page of our website to make sure that you never miss out on new product releases and updates. You will also receive news of any special offers and discounts!