How long will my order take?

Due to our products all being personalised and uniquely custom made for each customer, and being a small business, we aim to ship with 14 days of purchase (time to make the order , and post it.THIS DOES NOT INCLUDE TIME IN TRANSIT) however , during busier periods and due to the current high demand we are experiencing, it CAN at times take upto 3 weeks for orders to ship out. By ordering, you are agreeing to our time frames. Please ensure to consider our timeframe prior to ordering and to order ahead in plenty of time for a special occasion. 

UK SHIPPING

Once orders are ready to ship, we use royalmail 48h tracked post, you will be able to track the journey of your parcel as you will receive a dispatch email with a tracking link.

WORLDWIDE SHIPPING

We ship worldwide, international shipping generally takes 7-12 working days from when your order is posted but shipping times may vary depending on the country and if there are any delays in customs. International parcels are sent via Royal Mail, and you will recieve an email with tracking. 
A limited number of countries do not offer tracked service, so full tracking may not be available for a limited selection of countries.

It is very important to check your tracking, once the parcel leaves us, its upto you to check and ensure you keep up to date with any special instructions. 

**Please note that Any customs / import fees which may occur are out of our control and its the buyers responsibility to pay. This is a government import charge and nothing to do with us*** 

Wrong address, unclaimed parcels & Lost parcels

If delivery is attempted, with no answer, You may need to arrange to collect your parcel or arrange re delivery, you will find information on this on your tracking page. It is the customers responsibility to make any necessary arrangements. If your parcel gets returned to us, it is your responsibility to pay the postage fee to re ship your item.

We ship to the address provided on your order, if you enter the incorrect address and your parcel goes missing this is not our responsibility. If it gets returned to us you will need to pay postage to re ship. 

***WE ARE NOT RESPONSIBLE FOR ANY DELAYS WITH POSTAGE, OR CUSTOMS CLEARANCE. Once the parcel is sent it is out of our control.

Do you do special requests?

Yes, all items can be made to suit you and your requirements, we have a CUSTOM ORDER listing on our hoodies page, please follow instructions.

Specifications

Once you have placed an order, we cannot guarantee any changes to the specifications you entered, so please ensure to double check your size choice and order notes before confirming / checking out, to ensure you have all the correct details entered.

COLOUR DISCLAIMER

Due to variation on devices used to view our products, such as mobile screens, tablets and desktops, the colours shown may appear different to the product you receive. This is reproduction of colours on images viewed on different devices may not be precise or accurate. It is not possible to guarantee that colours of garments you receive will be an exact match to the colour of the product you have viewed online because of this. The same goes for thread shades, they may vary from images.

We also advise that some colours portrayed online may also vary due to changes in dye and materials that occasionally occur within the fabric rolls. We cannot be held responsible for these differences.

 CUSTOM ORDERS

When ordering custom garments it is your responsibility to leave clear and precise notes, specifying clearly every detail we request. If you do not leave clear notes, we are not responsible. it is also your responsibility to double check your order notes prior to checking out to ensure you have entered everything correctly.

- we are unable to send proofs or previews of orders such as the portraits ect due to the volume of orders.  

FAULTY ORDERS

In the rare occasion your order arrives faulty, you must notify us within 48 hours from when you received the order. Along with pictures of the issue to support@santinaembroidery.com with subject 'Faulty' and include your order number.