GLS and the Luxembourg Post Office take care of your parcel.

• Countries served
• Shipping
  • Option 1. Pick up by the Customer
  • Option 2. GLS courier
  • Option 3. Luxembourg Post Office
    • Option A. Maxi-letter
    • Option B. Maxi-letter registered
    • Option C. Insured Parcel
    • Option D. Non-std Letter
    • Option E. Non-std Letter registered
• Tariffs
• What if the recipient is not available to accept the delivery?
  • Option 1. Post Office shipment
  • Option 2. GLS courier
• Delivery problem
• Parcel not received
• Order tracking

Countries served

Santi-shop ships anywhere in the world. Please look for your country in the drop down list below. If your country is missing, please contact us by e-mail.

Please selectAFGHANISTANÅLAND ISLANDSALBANIAALGERIAAMERICAN SAMOAANDORRAANGOLAANGUILLAANTIGUA AND BARBUDAARGENTINAARMENIAARUBAAUSTRALIAAUSTRIAAZERBAIJANAZORES (PORTUGAL)BAHAMASBAHRAINBALEARIC ISLANDSBANGLADESHBARBADOSBELARUSBELGIUMBELIZEBENINBERMUDABHUTANBOLIVIABOSNIA AND HERZEGOVINABOTSWANABRAZILBRUNEI DARUSSALAMBULGARIABURKINA FASOBURUNDICAMBODIACAMEROONCANADACANARY ISLANDSCAPE VERDECAYMAN ISLANDSCENTRAL AFRICAN REPUBLICCHADCHILECHINACHRISTMAS ISLANDCOCOS (KEELING) ISLANDSCOLOMBIACOMOROSCONGOCONGO, THE DEMOCRATIC REPUBLIC OF THECOOK ISLANDSCOSTA RICACÔTE D'IVOIRECROATIACUBACYPRUSCZECH REPUBLICDENMARKDJIBOUTIDOMINICADOMINICAN REPUBLICECUADOREGYPTEL SALVADOREQUATORIAL GUINEAERITREAESTONIAETHIOPIAFALKLAND ISLANDS (MALVINAS)FAROE ISLANDSFIJIFINLANDFRANCEFRENCH GUIANAFRENCH POLYNESIAGABONGAMBIAGEORGIAGERMANYGHANAGIBRALTARGREECEGREENLANDGRENADAGUADELOUPEGUAMGUATEMALAGUERNSEYGUINEAGUINEA-BISSAUGUYANAHAITIHONDURASHONG KONGHUNGARYICELANDINDIAINDONESIAIRANIRAQIRELANDISLE OF MANISRAELITALYJAMAICAJAPANJERSEYJORDANKAZAKHSTANKENYAKIRIBATIKOREA, NORTHKOREA, SOUTHKUWAITKYRGYZSTANLAOSLATVIALEBANONLESOTHOLIBERIALIBYALIECHTENSTEINLITHUANIALUXEMBOURGMACAOMACEDONIAMADAGASCARMADERES (PORTUGAL)MALAWIMALAYSIAMALDIVESMALIMALTAMARSHALL ISLANDSMARTINIQUEMAURITANIAMAURITIUSMAYOTTEMEXICOMICRONESIA, FEDERATED STATES OFMOLDOVAMONACOMONGOLIAMONTENEGROMONTSERRATMOROCCOMOZAMBIQUEMYANMARNAMIBIANAURUNEPALNETHERLANDSNETHERLANDS ANTILLESNEW CALEDONIANEW ZEALANDNICARAGUANIGERNIGERIANIUENORFOLK ISLANDNORTHERN MARIANA ISLANDSNORWAYOMANPAKISTANPALAUPALESTINIAN TERRITORYPANAMAPAPUA NEW GUINEAPARAGUAYPERUPHILIPPINESPITCAIRNPOLANDPORTUGALPUERTO RICOQATARRÉUNIONROMANIARUSSIAN FEDERATIONRWANDASAINT BARTHELEMYSAINT HELENASAINT KITTS AND NEVISSAINT LUCIASAINT PIERRE AND MIQUELONSAINT VINCENT AND THE GRENADINESSAINT-MARTINSAMOASAN MARINOSAO TOME AND PRINCIPESAUDI ARABIASENEGALSERBIASEYCHELLESSIERRA LEONESINGAPORESLOVAKIASLOVENIASOLOMON ISLANDSSOMALIASOUTH AFRICASPAINSRI LANKASUDANSURINAMESVALBARD AND JAN MAYENSWAZILANDSWEDENSWITZERLANDSYRIATAIWANTAJIKISTANTANZANIATHAILANDTIMOR-LESTETOGOTOKELAUTONGATRINIDAD AND TOBAGOTUNISIATURKEYTURKMENISTANTURKS AND CAICOS ISLANDSTUVALUUGANDAUKRAINEUNITED ARAB EMIRATESUNITED KINGDOMUNITED STATESURUGUAYUZBEKISTANVANUATUVATICAN CITY STATEVENEZUELAVIET NAMVIRGIN ISLANDS, BRITISHVIRGIN ISLANDS, U.S.WALLIS AND FUTUNAWESTERN SAHARAYEMENZAMBIAZIMBABWE

Countries already delivered by Santi-shop: 62

Shipping

We propose three options, depending on the shipping address:

• pick up by the customer (no shipping fees)
• GLS courier (limited number of EU countries, islands excluded)
• Post Office

Your parcel is available or ready for shipment at the latest 24 hours after order if all products are in stock.

During the order process, only the applicable shipping options are displayed. Up to you to select the option that seems the most appropriate in terms of price, insurance and local conditions of the shipping address.

The orders are not shipped on Luxembourg public holidays. In 2012: Monday 9 April, Tuesday 1 May, Thursday 17 May, Monday 28 May, Wednesday 15 August, Thursday 1 November, Tuesday 25 and Wednesday 26 December.

The "PO and Postal Boxes" are not accepted as valid addresses for parcels delivered against signature (GLS, registered mail, insured parcel) unless the post office that hosts your mailbox agrees to receive the package and to sign in your name. In that case, add the following comment: "Please deliver the parcel to the post office".

For France, the "Espaces Colis Cityssimo" are not accepted as valid shipping addresses as they only accept Colissimo parcels.

Option 1. Pick up by the Customer

No shipping fees.

• Either you come to Santi-shop in Boevange/Attert to pick up your order.
• Or you personally know and, from time to time, meet the manager of Santi-shop (or one of his relatives) and ask him to bring you your order.

Santi-shop address appears automatically as delivery address.
During the order process, please use the "Comments" field to describe the pick up option you wish.
If you chose to pick up your order in Boevange/Attert, please contact Santi-shop in advance by e-mail or telephone to arrange the time of your visit.

If you decide to pay in cash (no cheque), please be so kind as to bring the exact amount.

Option 2. GLS courier

Shipping with GLS (General Logistics Systems) is proposed when cheaper than Luxembourg Post. The option is automatically proposed when available. Price depends on parcel weight, by ranges of 5kg. Shipping time ranges from 1-4 business days depending on the country.

If you are rarely at home, you may choose to have your order delivered to a Parcel SHOP which addresses can be found on GLS website (if available in your country).

An e-mail notifies you of the delivery of your order to GLS and provides you with a link to GLS website for online tracking. It is important to track your parcel to ensure you do not miss the delivery of your goods.

The parcel, weight limited to 30kg, is insured up to 750€ and is identified by a barcode. If a security code is necessary to make delivery, please provide it when ordering.

Shipment takes each business day after noon.

Attention. Shipping address cannot be a Postal Box because someone has to sign on delivery. In all cases, ensure that your home, doorbell and mailbox are clearly identified so that the driver can make the delivery smoothly. If your home is a "lieu-dit" (no number or street name) be sure to give us a telephone number on which the driver can contact you for guidance.

Option 3. Luxembourg Post Office

Shipping time for parcels shipped by Luxembourg Post depends on country of destination and shipping mode. For France, history shows an average shipping time of 3-5 business days. An e-mail notifies you of the delivery of your order to the Post Office and the shipment mode and provides you with a link for online tracking if applicable. Read also the answer to the question "Have some orders already been lost?" on the "FAQ" page.

Attention. Local authorities of non EU countries might charge customs fees or taxes. These fees are at your expense. Please check with local authorities.

Santi-shop S.àr.l. cannot be held responsible for additional costs, problems or shipping delays due to local authorities and regulations.

Five shipping modes are proposed (availability depending on country and product type).

Option A. Maxi letter

The parcel is sent by Luxembourg Post Office like a standard letter, without insurance and tracking. Weight limited to 2kg and order value to 60€. We recommend the use of GLS when available. Santi-shop cannot be held responsible for damaged or lost parcel. Best used for small orders only. (See FAQ)
More details: Luxembourg Post Office.

Option B. Maxi letter registered

The parcel is sent by Luxembourg Post Office as a registered letter and is covered by an insurance of 35€. It is delivered to the recipient against signature. Weight limited to 2kg and order value to 200€. We recommend the use of GLS when available.
Attention. Shipping address cannot be a Postal Box because someone has to sign on delivery.
More details: Luxembourg Post Office.

Option C. Insured Parcel

This shipping mode is proposed for the main European countries. The parcel (10kg maximum) is sent by Luxembourg Post Office in "Quality Pack" mode. It is insured up to 530€ and is identified by a barcode.
Attention. Shipping address cannot be a Postal Box because someone has to sign on delivery.
More details: Luxembourg Post Office.

Option D. Non-std Letter

This shipping mode is proposed for orders below 50€ of light (less than 500g) and thin (less than 15 mm) products that can be sent in an A4+ (340mm x 250mm) envelope. The envelope is sent by Luxembourg Post Office like a standard letter, without insurance and tracking. Santi-shop cannot be held responsible for damaged or lost parcel. Best used for small orders only and if the mailbox accepts this type of envelope.
More details: Luxembourg Post Office.

Option E. Non-std Letter registered

This shipping mode is proposed for orders below 50€ of light (less than 500g) and thin (less than 15 mm) products that can be sent in an A4+ (340mm x 250mm) envelope. The envelope is sent by Luxembourg Post Office as a registered letter and is covered by an insurance of 35€. It is delivered to the recipient against signature.
Attention. Shipping address cannot be a Postal Box because someone has to sign on delivery.
More details: Luxembourg Post Office.

Tariffs

The rate depends on the shipping mode. A discount of 1€ per 10€ order (above 10€, excl. taxes and voucher) is offered to you (i.e. 2€ discount for a 38€ order, 3€ discount for a 42€ order). This discount is integrated into the shipping costs when ordering.
Packaging costs of 1€ are added to all orders below 10€, excluding taxes and voucher. These costs are integrated into the shipping costs when ordering.
Choose the country of destination below to see the base rates (without discount or packing costs).

What if the recipient is not available to accept the delivery?

Option 1. Post Office shipment

It depends on the country. Please ask the post office or the postman. Most often, he will leave a notification card in the post box informing you that a parcel is waiting to be picked up. Several options will generally be proposed such as:

• Go to the post office with the notification card to pick up the parcel.
• Ask for a second delivery attempt on a specified date.
• Have the parcel sent to another address (office, family, neighbour, friend…).
• Give the notification card to a relative to go to the post office to pick up the parcel for you.
• Have the parcel sent to another post office, for example close to your office.

In Luxembourg, the Post office offers the Pack Up service which allows you to choose a delivery address that best suits your schedule.

Option 2. GLS courier

It depends on the country. Check with the local GLS office or on their website. After an unsuccessful delivery attempt the driver leaves in the post box an info sheet (e.g. for Luxembourg). This sheet lists the various possibilities available to receive the parcel:

• Contact GLS by phone.
• Contact GLS by fax.
• Contact GLS by e-mail.
• Collect the parcel from the local depot.

A second delivery attempt takes normally place the next working day, unless otherwise agreed (date and time appear on the info sheet).

Attention. GLS keeps your parcel for 10 working days after attempting delivery before returning the goods to sender. Therefore, do not lose time to react.

Delivery problem

Santi-shop takes special care in packing your order to avoid damage during shipping. Unfortunately, damage cannot always be avoided.

Before signing the delivery note, always check the parcel. If it shows signs of external damage, open it in the presence of the postman/driver and check the product inside. Should one or more products have been damaged and rendered unusable, take pictures, fill in the postman/driver shipping report (CN24 for EU Post) and inform Santi-shop by e-mail within 24 hours mentioning as subject your order number and the barcode of the parcel. Describe the problem, if possible include pictures and give us a copy of the complaint report (CN24 form for EU Post) you filled in locally.

We will do all that is necessary with the Post Office/GLS to have the issue resolved as fast as possible.

After the complaint has been accepted by the Post/GLS we will refund the price of the damaged product.

No other claim will be accepted.

Parcel not received

After the e-mail that notifies you of the delivery of your order to the Post Office was sent by Santi-shop you have 20 days for Europe and 30 days outside Europe to notify Santi-shop in case the parcel was not delivered. Beyond this period, no claim will accepted.

Parcels that were not delivered or reclaimed due to a lack of tracking by the client are subject to the procedure described in "Sales Conditions".

If the shipment was made using GLS, please locate your parcel on the respective website.

If the shipment was made in "Quality Pack" mode, please use the "TrackandTrace" tool to locate your parcel.

In all other cases, please send us an e-mail with as subject: "Order nn-0xxxx not received". We will ask the Post Office to track the parcel and will keep you informed of the outcome. Please note that the Post Office only accepts claims and start searches 1 month after shipping date. A parcel is considered as lost (by the Post Office) only if not delivered within one month after shipping.

If the parcel is not found, we will refund or send you a new parcel depending on the shipping option you have chosen (not applicable to "Option A. Maxi letter" and "Option D. Non-std Letter").

Order tracking

The following tools are available for you to follow your order.

• The order confirmation e-mail. This e-mail confirms the registration of your order and contains the following data: addresses, products and prices (final price, all taxes included). If you do not receive that e-mail, please check the e-mail address you use to "log in", the spam filter and spam box of your e-mail program.
• The intermediate e-mails reporting the changes in status of your order (when applicable).
• The shipment confirmation e-mail. If you chose the option "Pick up by the customer", this e-mail informs you that your order is ready for pick-up. Otherwise it gives you the date the parcel was delivered to the carrier, the tracking number (when applicable) and the shipping mode.
• The final e-mail with the invoice in PDF format.
• Your account on Santi-shop. Click on "please log in" (link available at the top of all pages) to check the status of your current orders.
• Insured parcel ("Quality Pack"). Go onto the page TrackandTrace, paste the tracking number CP...LU in the right frame and click on "Effectuer la recherche".
• GLS. Online tracking on GLS website with the tracking number (barcode) or directly from the link available in the shipment confirmation e-mail.

For any other information on the status of your order: Contact us.

We look forward to serving you.

Updated on December 28, 2011.