FAQ

HOW DO YOU GO ABOUT PURCHASING?

Once you have found a product you like, click on it to access its product page and you will see all the relevant information in detail. To add it to your cart click on the "add to cart" button. You will be automatically redirected to the shopping cart page, where you can decide whether to complete your purchase or continue shopping by looking for other items. If you decide to continue with your purchases, during the navigation you will continue to see the total number of products inserted in the 'shopping cart' at the top right. You will be asked to choose a shipping address, you will be offered to choose from the payment methods available in your country. Santini Firenze reminds you that the payment is completely safe, as the credit card data is protected from unauthorized access through the encrypted transfer of ssl data ('secure socket layer') on secure systems managed by Paypal or Stripe not accessible to third parties. Finally, after checking your transaction, a thank you message will inform you that your purchase has been successfully completed.

DOES FILLING THE CART OBLIGATE ME TO PURCHASE?

Like all the most common e-commerce systems also the santini shop allows you to make all the tests you want. You can decide at any time to delete or add products and whether or not to proceed with the purchase of your product.

WHAT IS A "PROMOTIONAL CODE" AND HOW DOES IT WORK?

Santini Firenze offers you a discount of 20€ on your first purchase (for minimum purchases of €100)! During the year will be activated other special offers dedicated to our customers, in order to take advantage of these discounts you just need to enter the promotional code during the purchase (discount code that will be communicated to you from time to time)

HOW CAN I CHECK THE SHIPPING STATUS OF MY ORDER?

You can check the shipping status of your order from the day after it was placed. Once you have placed your order you will automatically receive an email with all the information you need to track your order for immediate verification of the delivery status.

WHAT FORMS OF PAYMENT ARE ACCEPTED?

Payment for your purchase can only be made by credit card (Visa, American Express or Mastercard) or Paypal/Stripe.

DO THE PRICES I SEE INCLUDE VAT?

Our prices are all inclusive of VAT, so the price that appears on the site is what you will actually pay.

ARE MY CREDIT CARD DETAILS SECURE?

In order to guarantee you the utmost peace of mind, we use a "secure payment" system: your credit card details are protected as they are only communicated in encrypted form to Paypal, Stripe or the credit card operators (depending on the type of payment selected). In this way, no person outside the credit institution handling the payment can have access to your card details. In addition, protection is enhanced by the use of the most popular security system for data encryption.

HOW TO CLEAN SANTINI PRODUCTS FLORENCE

For proper cleaning and to ensure that your purchase 100% made in Italy will last for a long time, we suggest you follow these simple tips. Leather is a "living" material, therefore any small imperfections, spots or veins are a characteristic of the leather and guarantee the absence of covering substances of non-natural origin. To maintain the original characteristics of the leather unaltered over time, we advise you to use only specific neutral wax-based cleaning fluids that do not contain solvents, petrol or alcohol. Use a small amount of product on a soft cloth, never directly on the skin, and gently apply it to the affected area in small circular motions. To clean the fabric we recommend using a sponge dampened with water and mild soap. Do not apply soap or water directly to the product. Gently rub the fabric and then rinse with a clean damp sponge. Do not immerse the product in water. In case of contact with water, dry quickly by dabbing with a dry cotton cloth, without rubbing. Do not expose the product to direct heat sources. Do not iron.

HOW DO I CONTACT CUSTOMER SERVICE?

Customer service is available to you Monday to Friday from 9 a.m. to 1 p.m. and from 2 p.m. to 6 p.m. (CET). You can contact him at the phone number found under contact, via Whatsapp or by sending an email to the following address: [email protected] Customer service is available in Italian, English and German.

WHY SHOULD I REGISTER?

Registration is not required prior to purchase and is not necessary to browse the site. You can also make purchases without registration. Registration entitles you to an initial discount, the ability to see the status of your online orders in real time and to view your purchase history. Registration also allows you to save your shipping addresses and change them at any time. The team of santini Firenze will also keep you updated on initiatives and promotions dedicated to users who have registered on the site.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Your order will be processed within 24-48 hours* of receipt. We strive to ensure that you receive your order within 2-3 business days of confirming your order and payment. Please note that delivery times may be delayed in the case of holidays (during the most important holidays of the year we recommend you to proceed with the purchase a few days in advance)! *estimated times in most European countries

CAN I REQUEST THAT THE PURCHASE IS SENT TO A DIFFERENT ADDRESS FROM MINE?

It is possible to ship to an address other than that of the order holder. Register, via the (login/register) button at the top right of the homepage and enter the additional address in your profile. Or, if you are an already registered user, simply log in again from the "Login/Register" button with your user and password and in the "Address Management" section, add the new shipping address. At the time of purchase you will be asked to choose which of the addresses in the profile to send to and you can choose the one you prefer. It is also possible to enter a new shipping address during the checkout process.

WHAT CAN I DO IF MY ORDER DOES NOT ARRIVE?

If the items purchased have not been delivered to you within the period specified above, you can check the status of your orders by simply logging into your account. Through the "Login/Register" button located at the top right of the home page, you can enter the "Order History" section and receive all the information you need. Remember, however, that our customer service department is available to you to verify the situation with the appropriate delivery company. You can still contact us at [email protected] at any time.

HOW DO I REGISTER?

To register click on the login/register button at the top right of the homepage, then follow the procedure by entering your data, confirming acceptance of the information on the processing of personal data and the general conditions of use, choose a username and password, which will be your personal access keys to the site and data on your orders. We remind you that you are not required to register in order to make purchases.

WHAT TO DO IF I HAVE LOST MY USERNAME AND/OR PASSWORD?

If you have lost or forgotten your access keys, you can request them during login and the system will automatically re-send them to you.

HOW DO I SEND THE RETURN OF AN ITEM PURCHASED ONLINE?

Santini Firenze takes seriously the management of its customers' returns. Please remember that the return must be intact and with the original packaging and product label; it must not have been used. If you have purchased online, the procedures for returning a product are as follows: - download the return form and fill it in - by selecting the items to be returned and the reason why the return is being made - use the packaging received to return the goods to the address of the head office of santini Firenze and - make sure you close it properly Only in the event that the original packaging is unusable, use a box equivalent in size and strength. Damaged products, even if due to inadequate packaging and/or carriers, will not be accepted as returns. Once you have entered the return request you will receive a confirmation from our customer service, only then you can proceed with the shipment.

IS THE RETURN SHIPPING OF AN ITEM PURCHASED ONLINE AT MY EXPENSE?

You will not incur any cost to return your purchase if defective: the shipment of the returned goods and its return will be entirely borne by santini Firenze.

WHEN WILL THE REFUND OF AN ITEM PURCHASED ONLINE BE MADE FOR THE RETURN ?

Once we have received the returned item and verified the correctness of the return operations, we will send you an e-mail confirming acceptance of the return. Once the return is approved you will receive the amount in the same way you made the purchase. The currency of the refund depends on the operator of the credit card with which the payment is made, it is usually within a statement. With Paypal, however, the refund usually occurs within a few days.
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