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FAQs

How can I contact you

What is your minimum order value?

What are your delivery charges?

Can I order over the phone?

Can I apply for credit terms?

How do I pay for my order?

When will I receive my order?

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

I have changed my mind about an item, can I return it?

Can I get images of the products I ordered?

Are sales reps visiting stores?

Can I get access to a catalogue?

 

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.

What is your minimum order value?

If you are ordering from the UK, the minimum order value is £200. For orders placed from within the EU, the minimum order value is €250.

If you are ordering from USA or Canada, the minimum order value is $300. For orders placed outside of these countries the minimum order value is $300.

What are your delivery charges?

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

Can I order over the phone?

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

All orders can be placed on our B2B website www.santorotrade.com. This allows orders to be processed quickly and efficiently, and ensures you get your products as soon as possible.

If you don’t yet have access to the site and wish to be set up with an account, or are experiencing difficulty logging in, please contact our Customer Services Team at customerservice@santoro-london.com and someone will be in touch to help.

Can I apply for credit terms?

In order to apply for credit terms you will need to fill out our credit application form for approval. If you are accepted, please note that your first order will always have proforma terms.

To request a credit application form, please email customerservice@santoro-london.com

How do I pay for my order?

It’s really easy to pay for your order. If you are a prepayment customer, payment is taken on our website. We currently accept card payments via Mastercard, VISA, American Express and Discover or through Paypal. All transactions are processed within a secure environment.

If you have agreed credit terms, payment should be made via bank transfer. Just select ‘I have credit terms’ at the checkout and your order will be processed. Once the goods have been dispatched you will receive your invoice containing our bank details and all the necessary information for the bank transfer.

Please note we are unable to take payment by phone.

When will I receive my order?

We are currently aiming to dispatch orders within 2-5 working days. Deliveries to UK should arrive within 3-5 working days.

For international deliveries please allow 3-5 working days for your goods to be dispatched and 7-10 working days to arrive. Note that Santoro cannot accept responsibility for delays caused by postal services.

If you have questions about the progress of your order, you can contact our customer service team at customerservice@santoro-london.com and they will track your goods and advise you of the status of your order. Please make sure to include your order number and the date the order was placed and a member of our team will get back to you as soon as possible.

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 in touch with you as soon as possible to arrange sending out a replacement item.

I have changed my mind about an item, can I return it?

As all orders are sold on a firm sale basis, we are unable to accept returns for non-faulty goods.

Can I get images of the products I ordered?

Of course! Please email our Customer Services Team at customerservice@santoro-london.com with details of the products or collections you are interested in and we will provide links to access our image bank.

Are sales reps visiting stores?

Due to health and safety restrictions as a result of the current situation with Covid-19, our sales reps are not visiting stores. If you are interested in speaking to a member of the team, please contact Customer Services at customerservice@santoro-london.com or call us on +44 (0)20 8781 1100.

Can I get access to a catalogue?

All collection catalogues are now easily accessible online. Just email our Customer Services Team at customerservice@santoro-london.com detailing the products and catalogues you are interested in viewing and we will be happy to share these with you.

Email: help@santoro-london.com | Phone: +44 (0)20 8781 1100