Returns & Exchanges
Returns & Exchanges
We want you to love every piece. If something isn't right, we are here to help — with a straightforward returns and exchange process managed entirely through our secure online portal.
Start Your Return UK & international returns handled via our online portalSecure Returns Portal
Begin your return or exchange
Have your order number and email address to hand. The process takes less than two minutes.
Open Returns Portal Powered by Swap Global · Secure & encryptedOur Policy
We want you to be completely happy with your Santinni purchase. If for any reason you are not satisfied — whether the fit isn't quite right or the piece is not as you had hoped — we are pleased to offer a refund or exchange, subject to the conditions below.
We accept returns within 7 days of receipt of your order. Refunds are issued to your original payment method within 5–7 business days of us receiving and inspecting your return.
We are happy to exchange your item for an alternative size or colour, subject to availability. Please indicate your preference when registering your return through the portal.
All items must be returned in their original condition — unworn, unwashed, unaltered, with all original labels and tags attached, and in their original packaging where possible.
Your 7-day returns window begins from the date your order is delivered. We recommend registering your return promptly via the portal to ensure your request is processed within this window.
Accepted & Non-Returnable Items
✓ Accepted for return
- Items in original, unworn condition with all labels and tags attached
- Outerwear, clothing and accessories returned within 7 days of receipt
- Items in original packaging or equivalent protective wrapping
- Items free from fragrance, make-up, deodorant or any signs of wear
✗ Not accepted for return
- Items returned after the 7-day window from the date of delivery
- Items showing signs of wear, alteration, washing or damage
- Items with removed, cut or missing original labels and tags
- Earrings and pierced jewellery (for hygiene reasons)
- Items marked as Final Sale or purchased at promotional events
- Items crafted on a Bespoke and custom-made basis
How to Return
Visit our Returns Portal and enter your order number and email address. Select the item(s) you wish to return and indicate whether you would prefer a refund or an exchange.
Once your return is registered, a prepaid returns label will be generated for you to download and print. Attach this securely to the outside of your parcel.
Please re-pack your item with care, ensuring all tags are attached and the garment is folded neatly. Use the original packaging where possible, or equivalent protective wrapping.
Drop your parcel at any DPD or Royal Mail collection point or Pickup shop. You will receive a tracking confirmation when your parcel is scanned. International customers will receive carrier instructions within the portal upon registering their return.
Once we receive and inspect your return, we will process your refund within 5–7 business days. Refunds are returned to your original payment method. For exchanges, we will dispatch your replacement item as soon as your return is received.
Frequently Asked Questions
How do I start my return or exchange?+
All returns and exchanges are managed through our Returns Portal. Simply enter your order number and email address, select the item(s) you wish to return, choose refund or exchange, and follow the on-screen instructions. You will receive a confirmation email with your returns label once your request has been registered.
When does my 7-day returns window begin?+
Your 7-day returns window begins from the date your order is delivered to your address, as confirmed by your FedEx tracking notification. We recommend registering your return via the portal as soon as you decide to send an item back, to ensure you remain within the returns window.
How long does my refund take?+
Once we receive your returned item and complete our quality inspection, your refund will be processed within 5–7 business days. The refund will be returned to your original payment method. Depending on your card provider, it may take a further 3–5 business days to appear on your statement.
You will receive an email notification as soon as your refund has been processed.
Can I exchange for a different item, not just a different size?+
At present, our exchange process supports size and colour exchanges for the same style. If you would like to exchange for a completely different item, we recommend returning your original purchase for a refund and placing a new order. Please contact us at contact@santinni.com if you need assistance with this.
I am an international customer — how do I return my order?+
All returns — whether from the UK or internationally — are managed through our Returns Portal. Simply register your return online and follow the instructions provided. Your carrier details and return label will be generated within the portal for your specific location.
My item arrived damaged or incorrect — what should I do?+
We are sorry to hear this. Please contact our customer care team at contact@santinni.com within 48 hours of receiving your order, including your order number and photographs of the issue. We will arrange a replacement or full refund at no cost to you, and provide a prepaid returns label where applicable.
Can I return jewellery?+
We accept returns on most jewellery items, provided they are unworn and in original condition with all packaging intact. For hygiene reasons, pierced earrings are excluded from our returns policy and cannot be returned or exchanged unless faulty. All other jewellery pieces — necklaces, bracelets, brooches, rings and non-pierced hair accessories — may be returned within the standard 7-day window.
What happens to duties and taxes I paid on my international order if I return it?+
We will refund the full product price paid for any accepted return. However, any import duties and taxes prepaid at checkout are non-refundable. These charges are collected on behalf of and remitted directly to your local customs authority at the time of import — they are not held by Santinni and cannot be recovered or returned to us once paid. As such, they fall outside the scope of our refund process.
You may, however, be able to recover these charges independently by contacting your local customs authority directly, or by engaging a customs broker in your country who can advise on any applicable duty or tax reclaim process. If you have any further questions, please don't hesitate to get in touch at contact@santinni.com.
Need help?
Our team is here for you
Monday – Friday, 9am – 5pm GMT · contact@santinni.com