FAQ

Got questions? We've got answers.

Below are the most commonly asked questions by our customers along with their answers. If you can't find an answer to your questions here, please contact us.

 

Where is my order?

Order status can be seen in a few different ways:

  • A link to order tracking is in the order confirmation email sent to the email address in your profile.
  • You can also click on "Track with Shop" on your order.
  • You will also find tracking/order information in your customer account.

 

What if I need to return something?

We do not accept the return of physical items. If you have an issue, please let us know within 14 days of purchase and we will either replace the item or issue a refund. Remember to include the following information in your email:

  • Your order number
  • A description of the issue
  • A picture of the item 

 

What do I do with an item that I got a refund for?

If you received a refund for an item, there is no need to send it back to us.  We do not accept the return of physical items so you can either keep the item or donate it.

 

How much does shipping cost?

All shipping prices are determined by our suppliers. We may, from time to time, offer free shipping during a promotion and shipping on orders over $75 are always free. Check out our shipping policy for more information.

 

How do I get in touch with customer service?

You can always email us with your questions or concerns at: santilosdesign@gmail.com

 

What if my order was never delivered?

If it has been 3 or more business days past the estimated delivery window, please contact us.

 

What if I received a damaged product?

Firstly, we're sorry that your order came to you damaged. Please contact us within 7 days of receiving the product and we will make the situation right. Make sure that your email includes:

  • Your order number
  • A description of the issue
  • A picture of the item (even better is a picture of the item and the shipping package) 

 

What are your shipping times?

All shipping/delivery times displayed are estimates by our shipping partners and are subject to change. We do not guarantee delivery on a specific date.