Shipping
We inform you that during the sales period, deliveries may be delayed for 10 working days. We apologize for any inconvenience.
Due to current international circumstances, shipments to Ukraine, Russia and Israel are temporarily suspended.
EUROPEAN COUNTRIES
Shipping is carried out by DHL.
A parcel tracking service is active for this forwarder.
From the moment the order leaves the warehouse, delivery will take place within 1-2 working days in Italy and within 2-3 working days in European and non-European countries. All orders are delivered from Monday to Friday, excluding holidays.
Shipping costs are as follows:
ITALY:
● 5 € shipping cost
● Free shipping over €300
EUROPE:
● 15 € shipping cost
● Free shipping over €350
EXTRA-EUROPEAN COUNTRIES
Shipping costs are as follows:
UK:
● £25 shipping cost
● Free shipping over £350
SWITZERLAND:
● 15CHF shipping cost
● Free shipping over 450CHF
TURKEY:
● 450TL shipping cost
● Free shipping over 10000TL
CANADA:
● 30C$ shipping cost
● Free shipping over 650C$
USA:
● $15 shipping cost
● Free shipping over $500
JAPAN:
● 25€ shipping cost
● Free shipping over 650€
RUSSIA:
● $30 shipping cost
● Free shipping over $250
CHINA:
● 200CN￥ shipping cost
● Free shipping over 3000CN￥
KUWAIT:
● 10KWD shipping cost
● Free shipping over 220KWD
UNITED ARAB EMIRATES:
● 100AED shipping cost
● Free shipping over 2700AED
MIDDLE EAST:
● 25€ shipping cost
● Free shipping over 650€
REST OF WORLD (ROW):
● $30 shipping cost
● Free shipping over 650$
Orders are processed by our logistics in 1-2 working days from the date of their receipt in our system.
From the moment the order leaves the warehouse, delivery will take place within 1-2 working days in Italy and within 2-3 working days in European and non-European countries. Possible delays in delivery may be caused by the temporary unavailability of the products, service malfunctions on the part of the courier, force majeure or holidays.
The delivery times indicated are to be considered as indicative only.
CUSTOMIZED AND PRE-ORDER ITEMS
The shipping times for customized and pre-order items may vary between 3 to 4 weeks.
Orders containing customized or pre-order items may be split into multiple shipments.Each product is customized by expert artisans.
The process results in a unique item, which may slightly differ from the image shown at the time of purchase.
RUSSIA
For shipments to Russia, shipping is carried out by SDA carrier.
Orders are processed by our logistics in 1-2 working days from the date of their receipt in our system.
Delivery is usually within 3-5 working days from when the order is handed over to the carrier. The delivery time may be longer due to customs checks during export. Products are delivered via the National Postal Service from Monday to Friday during office hours.
Shipping may take longer during holiday season.
We kindly remind you that shippings and deliveries are not made during weekends and national holidays.
We suggest you to choose a destination address where there is someone available to collect. If you prefer to receive your order at the office or at a reception, we kindly ask you to indicate the name of the contact person in charge of receiving it.
If you are not present at the time of the delivery, the courier will leave a notification card with the instructions to collect the goods or will try to make 2 new delivery attempts.
We advise you to keep monitored the shipping status with the tracking number that you will receive by email when the parcel is shipped. This way you will be able to check the order status anytime.
What do I do if my package appears to be damaged or there are missing items inside?
We care that you receive an intact package with all items purchased. If that does not happen, we kindly ask you to help us by sending the pictures of the damaged package to our Customer Care. In case of missing items, please write to our Customer Care, briefly detailing exactly which items are concerned.
What should I do if I did not receive my parcel?
Our couriers do their best to make sure you receive your order in time and more importantly, intact. Despite the attention, however, we cannot exclude the possibility of exceptions.
If the tracking number information highlights a problem with the delivery of your package, we kindly ask you to contact directly our Customer Care no later than 8 days after the dispatch of the package.
TAIWAN
Taiwan Customs Regulatory Changes
As of July 1st 2022, the Taiwan Customs Authorities require pre-registration and pre-clearance authentication for import shipments to consumers (2C) in Taiwan. This is mandatory for Business-to-Consumer (B2C) & Consumer-to-Consumer (C2C) shipments to Taiwan. All private consumers (consignees/importers) of shipments into Taiwan are required to download the EZWAY Customs application & register their mobile phone numbers. To download the EZWAY Customs application into your smart phone please visit : https://dhlexpress.jp/dhl-expresseasy/english/pdf/important_04.pdf When goods are ordered and the DHL Express Waybill to Taiwan is created, the private consumer in Taiwan will be notified by DHL (via SMS/e-mail) and by the EZWAY Customs application to pre-authenticate their shipment against their unique DHL Waybill Number (via the EZWAY application). This process must be done for each import shipment to allow the Customs Clearance of the goods, and is called Real Name Authentication (RNA). Please be aware that without the EZWAY mobile phone registration (one-off) & pre-authentication (per shipment), your shipment will be: Rejected during Customs Declaration Held at the Taipei Gateway and contacted by DHL for RNA process. Returned to shipper if the receiver does not pre-register and authenticate their shipments within 7 days of arrival. Subjected to Bond Storage charges (for the period that the shipment is held) For further enquiries on the new customs regulatory, we kindly invite you to check the below link: https://bit.ly/3okRD3T
Customs duties and taxes
Santoni ships to the European Union, USA, Great Britain and Switzerland on a DDP (Delivery Duties Paid) basis. This means that all applicable taxes and duties are included in the final purchase price and there are no additional costs due to delivery. For deliveries required in all other countries, any import customs charges will be borne by the recipient. Customs duties and taxes vary according to the country of destination and are levied upon arrival of the goods in that country: the customer is therefore advised to contact the customs authorities of his country in advance to check the costs and any import limits
At the moment of the delivery of the products, the customer must check
- that the number of packages delivered corresponds to the number indicated in the transport document;
- that the packaging is intact, not damaged, not wet or in any way altered, including the sealing materials (adhesive tape or metal strapping).
- Any damage to the packaging and/or to the product or the mismatch in the number of packages or indications shall be immediately detected, with a specific indication on the delivery document of the product to be returned to the courier.
In the event of rejection of the goods by the customer or non-delivery for other reasons (e.g. incorrect address and/or telephone number of the consignee; repeated absence of the consignee, etc.), the amount to cover the following costs will be withheld: goods dispatch + goods return + customs for return and charged to the consignee. The price of the goods will be refunded instead.
Last updated 29/08/2024
