Delivery and tracking

Your parcels are entrusted to the best carriers

1. Countries served

Santi-shop wants to be there for you no matter where you are and that's why we deliver all over the world.vous trouvez et c'est pourquoi nous livrons dans le monde entier.

If at the time of your order, your country does not appear or does not propose delivery charges please contact us

2. Shipping or pick up

We propose one to three options, depending on the delivery address:

  • pick up by the customer in Luxemburg
  • shipment by courier services company (DPD, DHL, UPS, GLS )
  • shipment by postal company (Colissimo, Delivengo, Mondial Relay)

Your parcel is available or ready for shipment at the latest one business day after order date 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 for you. 

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

ATTENTION. Delivery address cannot be a PO or Postal Box when 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 a security code (door code) is necessary to make delivery, please provide it when ordering. 

If your home is a "lieu-dit" (no number or street name) be sure when ordering to give a telephone number on which the driver can contact you for guidance. However some delivery companies or their subcontractors do not automatically make use of it, so you must follow your package online in order to react as quickly as possible if a problem arises, this by contacting either the delivery company if it is proposed in the on-line follow-up, or Santi-shop. 

In any case, a telephone number is a precious help if a delivery problem occurs.

2.1 Pick up by the Customer

You come to CONTERN (Luxembourg) by LuxRoutage to pick up your order.

If you choose this option the address of LuxRoutage automatically appears as delivery address.

Upon receipt of Santi-shop email confirming that your order is ready for pick up, you have five business days to pick it up and this between 6.00 AM and 6.00 PM. 

In case the order is not picked up within the tree days it will be cancelled, restocked and 5€ (VAT excl.) charges will be counted.

2.2 Courier Services Company(DPD, DHL, UPS)

Courier Services Companies offer shipping times ranging from 1 to 4 business days for the European countries DPDDHL standardUPS standard, GLS).

Price depends on country of destination and parcel weight. Parcels are normally shipped Monday to Friday in the middle of the afternoon. 

An e-mail notifies you of the delivery of your order to the transporter and provides you with a link for on line tracking. You will also receive information e-mails at each scan of your parcel to keep you updated.

The parcel weight is limited to 30kg and identified by a barcode.

A parcel that has not been picked-up and returns to Santi-shop is charged at full shipping cost plus 2 euro. This amount will be deducted from the amount to be refund for returned products.

2.3 Postal shipment (Colissimo, Delivengo, Mondial Relay)

Orders are shipped by French post and identified by a barcode that can be find in your account. délivery timedepends on country of destination. 

Price depends on country of destination and parcel weight. Parcels are normally shipped Monday to Friday in the middle of the afternoon. 

An e-mail notifies you of the delivery of your order to the post and provides you with a link for on line tracking. You will also receive information e-mails at each scan of your parcel (Colissimo).

Colissimo shipping mode offers tracking and insurance and allows shipments up to 30kg. This limit may be lower for some countries. In FR, AT, DE, UK, LU, NL and outside EU (except CH) the parcel is delivered against signature. In Switzerland and other EU countries the parcel is delivered without recipient's signature. The delivery indication in the on line tracking acts then as proof of delivery.

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

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

What happens in case of absence depends on the country of delivery.

Ask at the post office or on the company's website. A calling card will usually be in your mailbox.

4. Delivery problem

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

If you found damaged products rendered unusable, inform Santi-shop by e-mailwithin 24 hours stating in the subject your order number and barcode number of the package (if applicable). Please describe the problem, attach photos and the copy of/summary on the complaint to the carrier.

We will do all that is necessary with the transportation company to have the issue resolved as fast as possible.
After the complaint has been accepted by the transportation company we will refund you the price of the damaged product.

Only products which are either unusable or unfit for consumption could be reimbursed. Any other claim for reimbursement will be deemed unacceptable.

5. Parcel not received

After Santi-shop e-mailed you all shipping information of your order you have 20 days for Europe and 40 days outside Europe to notify Santi-shop in case the parcel was not delivered. Beyond this period, no claim will accepted.

IMPORTANT: please, do not forget to use the tracking number that we sent to you to locate your parcel, follow his stages and possible delivery problems.

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

If the online tracking informs of a problem or is not complete, please send Santi-shop as soon as possible an e-mailwith subject : "Parcel nn-xxxxx not received". Santi-shop team will do its best to help you locate your package.

If the parcel is not found, Santi-shop will refund you or send you a new parcel, once the not found parcel has been considered as definitely lost .

6. Order tracking

You will receive an e-mail informing you of the status of your order. If you do not receive this email, please check the accuracy of the email address used to identify you and your spam. 

For any additional information on the follow-up of your order: contact us.

Updated on 01/05/2020.

We look forward to serving you.