Frequently Asked Questions

Who is Santarella?
Welcome to Santarela!
Santarella is a young American online retail company.
Our headquarters are in Orlando, Florida. We work with suppliers from various parts of the world, such as the USA, China, Europe, and Brazil.
Our expert team carefully scours the market and chooses tailor-made solutions that meet your needs. This saves you time and energy, which you can use for essential things in life.
Our focus is the Desires and Needs of our customers!

How long does delivery take?
The products you order in our online store, which are in stock, will be delivered to you within 4 to 15 business days after receiving full payment, depending on the destination.
If the product is out of stock when you order it, Santarella will endeavor to deliver it as quickly as possible.

How much does it cost to ship my order?
For orders over USD 79.00, shipping is free.

Should I worry if my order won't arrive?
Of course! We will refund your money immediately or send you a new package directly. Fortunately, so far, it has never happened that something has not arrived. However, legal buyer protection also applies to us. You don't need to worry now; we can be contacted via customer service if you have any further questions.
info@santarella.store

How do I contact Santarella?
We will gladly help you contact us by email (info@santarella.store).
If you have any questions about your order, email us your order number.
(SA#xxxx) in the subject so we can process your request as quickly as possible.
Our support team will process your request as quickly as possible. Contacting us multiple times does not accelerate the process.

Why did I only receive 1 product?
Since we source the best products from different manufacturers, your order may be split into several shipments.
Due to the current delivery bottlenecks, the same products may be split into different shipments so that the products can be delivered to you as quickly as possible.

How do I return a product?
For all purchases of our products through our online store (except
certain products; see cancellation restrictions below), Santarella grants
the customer the right to voluntary cancellation within 30 days of receipt of the products with a reason.
The prerequisite for exercising the right of withdrawal is that you return the goods to us without using them, complete, intact, and in the original packaging.
To initiate a return, you can contact us
at info@santarella.store. If your return is accepted, we will send you a return label and instructions on how and where to send your package.
The items will not be accepted if it is returned to us without first requesting a return.

My product arrived damaged, what now?
Defect/warranty notification
Santarella guarantees that the goods correspond to the guaranteed properties and do not present defects that affect their value or suitability for their intended use.
Upon receipt of the products, the customer must immediately check their accuracy, completeness, and possible damage. Errors or damages must be reported to Santarella within three working days. Defects that could not be discovered during a proper inspection and only appeared later must be reported in writing immediately after their discovery.
If you do not check or report the defect immediately, the products will be considered approved, and you will no longer have the right to claim against us.

Do I have free shipping on my purchases?
Prices and shipping costs.
Our products and prices are as indicated on the website. All prices are in USD (Dollars) and do not include value-added tax (VAT). The total price of your order, including all additional and shipping costs, will be displayed at the end of the order process.
Purchases over USD 79.00 have free shipping.

Do you have any other questions?
If you have further questions, our support team will gladly help you (info@santarella.store).