We have a strict EXCHANGE policy only. Our policy lasts 14 days from the date you parcel was received. So if 14 days have gone by since you received your item then unfortunately we cannot offer you an exchange. We are very strict on this time frame and unfortunately no allowances will be given and your item will just be returned straight back to you. This is due to the couture nature of the items, which are made only once the customer places their order.
To be eligible for an exchange your item must be in an unused, same as it was received condition. It must also be in the original packaging and postage is to be fully paid by the customer. All returns must be returned by a signed for trackable postage with proof of return, and you MUST let us know via email that you are returning your items for an exchange. To complete your exchange, we require a receipt or proof of purchase.
If you are exchanging for a different design, colour or size, it is your responsibility to pay for the delivery of your new and exchanged item. Contact us by email after sending your items for exchange, and we will give you the delivery quote for your new item.
Please do bear in mind that, as standard, bespoke pieces are non-exchangeable.
Sale & Promotional Items (if applicable)
Only regular priced items may be exchanged within 14 days. Sale & Promotional priced items (used with a discount code) have a 7 day returns/exchange window. If you item is returned outside of this time frame we will not be able to offer you an exchange and your item will be returned back to you. We do not offer any allowances for this and are strict on the time frame period.
Exchanges (if applicable)
Please make sure that you include your order information inside your parcel so that we are able to process an exchange. We will only replace items if they are defective or damaged, your item will then be passed over to the returns team to be tested for a manufacturing fault. If we agree that your item has a manufacturing fault then we will either replace or refund you for your item. Please allow for up to 14 days for this process to be done.
All of our pieces will be shipped in a package with dimensions ranging between 39-45cm x 29-35cm x 9-15cm.
To return your product, you should mail your product to:
34 MORDEN HALL ROAD, SM4 5JF, LONDON, UNITED KINGDOM
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
INTERNATIONAL ORDERS: Please note there may be customs/duty taxes applicable and we are not responsible for any taxes added to your shipment. You are responsible for all taxes applied by your country. If you fail/refuse to pay the taxes requested and your parcel is returned back to us you will only be refunded the cost of the item, we can not refund you shipping charges as these charges have been paid for.
International Returns: You should clearly mark the package as a ‘Return’ and state the value as £20 GBP or under. Failure to do this will result in excess duty/tax that will have to be paid by the customer.
Unfortunately, we cannot refund duties, taxes or shipping charges.
ANY QUERIES PLEASE EMAIL firstname.lastname@example.org or contact us @santinni_couture on Instagram.
Please allow up to 14 days to receive your items. Any items that have not been delivered to you, must be reported to us within 21 days since the date they were sent. Unfortunately, there is very little we can do if undelivered items are reported to us after that period.