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Frequently Asked Questions (FAQ)
FAQ
When will my order be processed?
All orders are processed and shipped from our warehouse.
Orders are processed from Monday through Friday.
Processing takes place within 1–3 business days from the order date.
Orders are shipped on the next business day after processing.
No shipments are sent during weekends.
During holidays and promotional periods, processing times may be slightly longer.
How long will it take for me to receive my order?
Due to international shipping and high demand, delivery times may vary.
On average, delivery takes 7–10 business days.
What should I do if I received the wrong, damaged, or defective item?
Have you received an item that is:
Damaged
Defective
Not matching your order
Incomplete
Please contact us as soon as possible and include the following:
Your order number
Clear photos of the item
Any additional relevant information
We will do our utmost to resolve the issue as quickly as possible.
How can I return an item?
Would you like to return an item? Please contact our customer service team by email first. They will guide you through the return process.
What should I do if I don’t receive my order?
If you have not received your order within 30 days of shipment, you are entitled to a full refund. Please contact our customer service team to arrange this.
Which payment methods do you accept?
We accept all major payment methods, including: Visa,, iDEAL, Klarna, and Bancontact.
Can I modify or cancel my order?
We aim to process orders as quickly as possible. Therefore, you may request a modification or cancellation within 12 hours of placing your order.
Requests submitted after this period can no longer be processed.
Once you have received your order, you may return it for a full refund, provided it meets the return conditions.
When will I receive my refund?
Refunds are always issued to the original payment method.
If you paid by credit or debit card, the amount will be refunded within 7–10 business days after we receive your return or approve your cancellation.
Processing times may vary depending on your bank.
If you have not received your refund after this period, please contact your bank or credit card provider.
How can I contact Santemods?
You can contact our customer service team by email. Our team will be happy to assist you with any questions you may have.
Do you ship worldwide?
Yes, we ship worldwide.
Where are orders shipped from?
Our orders are shipped from Hong Kong or Amsterdam