Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@santiandme.com. If your return is accepted, we’ll send you a return form to be completed and enclosed with the items you would like to return. You as the buyer you will be responsible for the cost of your return postage via whichever postal service you prefer.

Items sent back to us without first requesting a return will not be accepted.

We cannot accept liability for items lost when returned to us. If we have agreed to cover return postage for a faulty item, we will provide you with a pre-paid return postage label.

All returns need to be adequately packaged to avoid damage in transit. You are responsible for the item until it arrives back with us and we cannot issue refunds or replacements for goods damaged or missing during transit.

Please contact us at info@santiandme.com for any further questions on our returns policy.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

  • Socks, tights, hair accessories and swimwear due to hygiene reasons
  • Free gifts or promotional items
  • Preorder deposits
  • Preordered items due to being manufactured specially for you
  • Gift cards
  • Sale items are credit note only

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 28 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@santiandme.com

Faulty Goods

If you think you have received a faulty item, please contact us within 14 days of receiving your order with a photo of the fault. We will then offer a replacement, repair or refund. After 14 days, the order will be accepted by you and assumed to be correct and not faulty or damaged, meaning that no refund or replacement will be issued.

We would kindly ask that you wait for a response before returning any item(s) to us so we can get back to you with any specific instructions or clarification needed on your return.

All items reported as faulty will be inspected by us upon arrival. Please bear in mind that items showing defect deemed to be due to accidental damage, general wear and tear, age or neglect will not be regarded as faulty.