Shipping policy
Our fulfilment network
Orders are fulfilled from our warehouse in Sant Pol de Mar, Barcelona, and from partner warehouses across Europe, depending on the items. If your order combines products from more than one location, it may arrive in separate deliveries on different days, at no extra shipping cost.
Destinations
We deliver across Spain, including the Balearic Islands, the Canary Islands, Ceuta and Melilla, to Andorra, to most of Europe, and to international destinations across the Americas, the Middle East, Asia, Africa and Oceania. The services and exact rates available for your address are shown at checkout before you confirm payment.
Processing time
Orders are processed within 1 to 3 business days, excluding weekends and Spanish public holidays. Orders placed after 16:00 CET are processed from the following business day.
Delivery estimates
- Spain and the EU: 3 to 7 business days after processing
- International: 7 to 14 business days after processing
These are estimates rather than guarantees. Customs inspections, carrier delays and weather can extend them. Under EU law you are in any case entitled to delivery within 30 days unless a different date is agreed with you.
Shipping costs
Shipping is calculated at checkout from your delivery address and the contents of your order, and the full cost is shown before you confirm payment. We never add handling fees after checkout. Depending on the items and the destination, your order may qualify for free delivery; where it does, this appears automatically at checkout.
Tracking
Tracking details are emailed to you once your order ships and can take up to 48 hours to become active with the carrier. If you have no tracking 5 business days after your order confirmation, email support@santhome.co with your order number.
Customs, duties and special territories
Deliveries within mainland Spain, the Balearic Islands and the European Union are not subject to import duties. The Canary Islands, Ceuta and Melilla lie outside the EU customs and VAT area: deliveries there may be subject to local import taxes (IGIC or IPSI) and customs processing. Orders delivered outside the EU may be subject to customs duties or import taxes set by the destination country. In all cases these charges are the responsibility of the customer and are not included in the price paid at checkout.
Delivery problems
If a parcel arrives visibly damaged, sign for it as damaged where the carrier offers the option, and contact us, ideally within 48 hours of delivery, with photographs of the item and the packaging. This helps us claim against the carrier and does not limit your legal rights. See our Refund Policy for how we resolve damaged or incorrect deliveries.
If your order has not arrived within the estimated window, email us with your order number and we will locate it with the carrier.
Contact
support@santhome.co or +34 651 013 110, Monday to Friday, 9:00 to 18:00 CET.
