1. Countries served
Santi-shop souhaite être présent pour vous peu importe à vous vous trouvez et c'est pourquoi nous livrons dans le monde entier. Si lors de votre commande, votre pays n'apparait pas ou ne propose pas de frais de livraison veuillez 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 : Des frais de douane et de TVA peuvent être réclamés par certains pays en dehors de l'Union Européenne. Ces frais sont à votre charge. Prière de vous renseigner auprès des autorités locales.
ATTENTION : L'adresse de livraison ne peut pas être une Boite Postale (B.P.) lorsque le colis est remis contre signature. Dans tous les cas assurez-vous que votre maison, sonnette et boîte aux lettres sont clairement identifiées pour que le livreur puisse effectuer la livraison sans problème. Si un digicode (code porte) est nécessaire pour permettre la livraison, merci de le fournir lors de la commande.
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
Vous venez chercher votre commande à CONTERN (Luxembourg) chez LuxRoutage. Lorsque vous choisissez cette option l'adresse de LuxRoutage apparaît automatiquement comme adresse de livraison. Dès réception du mail de Santi-shop confirmant que votre commande est prête pour enlèvement vous avez cinq jours ouvrables pour venir l’enlever et ce entre 6h00 et 18h00.
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 DPD, DHL standard, UPS standard, GLS).
Le prix est fonction du pays de destination et du poids du colis. Les colis partent normalement chaque jour du lundi au vendredi en milieu d'après-midi.
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.
Le prix est fonction du pays de destination et du poids du colis. Les colis partent normalement chaque jour du lundi au vendredi en milieu d'après-midi.
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?
Ce qui se passe en cas d'absence dépend du pays de livraison. Renseignez-vous auprès du bureau de poste ou sur le site internet de l'entreprise. Un avis de passage sera généralement dans votre boite au lettre.
4. Delivery problem
Santi-shop takes special care in packing your order to avoid damage during shipping. Unfortunately, damage cannot always be avoided.
S'il y a eu des produits endommagés et rendus inutilisables informez Santi-shop par courrier électronique endéans les 24 heures en mentionnant dans le sujet votre numéro de commande et du code-barres du colis (si applicable). Veuillez décrire le problème, joindre les photos ainsi qu'une copie/compte-rendu de la plainte introduite auprès du transporteur.
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
Vous recevrez un e-mail vous informant de l'état d'avancement de votre commande. Si vous ne recevez pas ce courrier, vérifiez l'exactitude de l'adresse de courrier électronique utilisée pour vous identifier ainsi que vos spam. Pour toute information complémentaire sur le suivi de votre commande: contact us.
Heureux de vous compter parmi nos clients Santi-shop