Shipping
We offer fast and reliable shipping options to ensure your order arrives hassle-free.
Exchanges and returns
Shop with confidence: easy, hassle-free returns if something isn't what you expected.
Secure payment
We offer secure payment methods for your peace of mind with every purchase.
Warranty
Products with a limited warranty included on selected items.
Order tracking
We keep you informed every step of the way: from the moment it leaves the warehouse until it arrives at your door.
Orders and Purchases
How can I cancel or edit an already paid order?
How can I cancel or edit an already paid order?
We understand that sometimes mistakes can happen.
If you need to correct information about your order, such as your delivery address or contact number, we recommend contacting our customer service team as soon as possible.
1. Write to us by email or through live chat.
2. Please have your order number ready when contacting us.
3. Important: We cannot guarantee exchanges after the first 24 hours, as orders may begin processing immediately after receipt.
How can I track my order?
How can I track my order?
You can track the status of your order by checking your shipping confirmation email. There you'll find your tracking number and a direct link to the courier's website.
You can also log in to your account on our website, go to the "My Orders" section, and click the tracking link next to your purchase.
What if there is a problem with my order?
What if there is a problem with my order?
If something didn't go as expected, don't worry. Write to us as soon as possible so we can help you.
You can contact us by email, WhatsApp, or through the form on our website.
Remember to have your order number and a brief description of the problem handy so we can provide a quick solution.
Didn't receive your entire order?
Didn't receive your entire order?
If you're missing an item, please check your shipping confirmation email. Sometimes items are shipped separately.
If everything should have arrived together, or if you have any questions, please write to us with your order number.
Our team will review it and get back to you as soon as possible.
Exchanges and Returns
What is the return policy?
What is the return policy?
At Santory, you have up to 30 days from the date you receive your order to request a return.
Products must be unused, in their original packaging, and in perfect condition.
You can check our Return Policy page for more details on which products apply.
How do I initiate a return?
How do I initiate a return?
To initiate a return, please write to customer service with your order number and the reason for the return.
We'll give you detailed instructions, including where to send the product.
Can I exchange a product instead of returning it?
Can I exchange a product instead of returning it?
Yes, you can exchange most products within 30 days of receiving them.
Just tell us which item you'd like to exchange and we'll help you with the entire process.
How long does it take to process a return or exchange?
How long does it take to process a return or exchange?
Once we receive the returned product, the process typically takes between 5 and 7 business days.
The refund will be issued to the same payment method you used, or we will send you a new product as soon as possible.
Shipping and tracking
How long does shipping take?
How long does shipping take?
Shipping typically takes 3-5 business days after your order has been processed.
In total, you can receive your order between 7 and 10 business days .
Please note that delivery times may vary depending on your location and the shipping method selected at checkout.
Do you offer express shipping?
Do you offer express shipping?
Yes, at Santory we offer express shipping options upon checkout.
This service allows you to receive your order faster, typically within 1 to 3 business days after processing.
⚠️ Additional charges may apply depending on the delivery area.
Can I change the shipping address after placing an order?
Can I change the shipping address after placing an order?
If your order has not yet been processed , you can contact us to update the delivery address.
Once the order has been dispatched, it is not possible to make changes .
We recommend that you write to us as soon as possible so we can help you in a timely manner. 💛