Customer care

How to buy

We hope that shopping at the Santa & Cole online store is an easy and enjoyable experience. Our online shop space is designed with your convenience in mind, so we have included a simple and easy to navigate menu, as well as a personal Wishlist where you can save your favourite items to buy later.

When you are ready to place your order select your products and add them in your shopping cart, you can either use our guest checkout where no registration is required, or you can create a password-protected account where we will save your name and billing address for the next time you visit. If you would like to change your details at any time, you can do this in the ‘My Account’ section, which is also home to your Wishlist.

Online sales conditions

These conditions will apply in the event that you (hereinafter the ”user”, “user purchaser”, “customer” or “you”) place purchase order with Santa & Cole Neoseries S.L..

1.1.- Contracting

These Terms and Conditions expressly regulate the relationship between Santa & Cole and a User who purchases any of the products offered by Santa & Cole on this website. I, the User, hereby declare that I am a person with the capacity to purchase and have read and understood this Agreement and agree to its terms.

1.2.- International Users

Santa & Cole does not guarantee that the products displayed on its online store are available outside of Spain. You must not use the Website or export the Content in breach of Spanish or European legislation. If you access this website from outside Spain, you will be solely responsible for complying with all applicable local laws.

In particular, you accept that final prices may vary from retail prices due to fluctuations in currency exchange that may occur between the time when the reference price is set and the time of purchase.

1.3.- Placing orders

To place an order, the User can use our gest check out or register and create a User Account, always providing a billing address and valid payment details. Additionally, you must be of legal age in the jurisdiction that is applicable to you. Once you have completed your order and accepted the terms and conditions, if applicable, Santa & Cole will send you confirmation of the process by email. This information will also appear in the relevant section of your User Account. In the event that Santa & Cole sends you an incorrect order confirmation or you are not in agreement with it, you must change or cancel the order.

1.4.- Prices

Sale prices on Santa & Cole’s online shop are given in euros (EUR €), unless otherwise stated. The prices given are merely an invitation to the you to make a payment to Santa & Cole and must not be interpreted as directly binding for Santa & Cole. Should there be any errors in the prices given on any page of the Website, you will be informed of this and processing of the order will be cancelled.

Purchases to be delivered within the territory of any Member State of the European Union are subject to VAT or equivalent tax.

Purchases to be delivered in territories of States that are not members of the European Union, the Canary Islands, Ceuta or Melilla, are exempt from VAT. Without prejudice to the above, where applicable, they shall be subject to the taxes that are applicable in such territories.

Santa & Cole expressly reserves the right to change, at any time and without notice, prices and offers displayed on the Website regarding products, promotions and other sales and service conditions. The User must check the offer conditions prior to requesting a product or service.

Santa & Cole may on occasion display provisional information regarding some products. In the event the information provided does not correspond to the characteristics of the product, your are entitled to cancel the order without incurring any expense.

All costs of import taxes and/or customs procedures are borne by the buyer..

All taxes applied will be according to the applicable law in force.

1.5.- Payment methods

You can pay for purchases using the external virtual payment platforms (VPT) Visa or PayPal.

To allow Santa & Cole to take the necessary action, you must report, as soon as possible, any undue or fraudulent charge in the payment method used for a purchase. If you do not report fraudulent or undue charges to your account within 24 hours, Santa & Cole will have no responsibility to refund the money for the purchase in question.

1.6.- Security

For card purchases at the website we work with an authorized payment agent that helps us to check directly with your bank that the card is valid for purchases. Our payment agent processes your card details in the correct way according to the international security standard PCI DSS, which was developed by the card companies VISA, MasterCard, Diners, American Express and JCB. This means that your card details are processed with a very high level of security. To make card purchases with us as secure as possible all information is sent in encrypted form using SSL (Secure Sockets Layer). This means that the information is passed through a secure connection and that your card details cannot be read by external parties.

1.7.- Products

A. Deliveries

For tangible products, Santa & Cole will offer you all methods of delivery possible under the agreements made between Santa & Cole and its logistics service providers.

1) For deliveries in Spain, the standard delivery time ranges from 4 to 6 business days.

2) For deliveries to the rest of Europe, the standard delivery time ranges from 10 to 15 business days, depending on the country of destination.

Santa & Cole will choose the most appropriate company for deliveries according to type and geographic region. The goods are sent directly to the delivery address you give us. Somebody must be at that address during business hours and there must also be a contact phone number (with a margin of 4-5 hours to coordinate the delivery).

The system will calculate the transportation cost during the purchasing process. The cost depends on the country of destination and the product selected.

If for reasons of availability a product cannot be delivered within the time specified during the purchasing process, Santa & Cole will contact you by email within 48 business hours. You will be entitled to cancel the order without incurring any additional costs.

If there is a change in the price, Santa & Cole will notify the customer of the change via email and the customer will be entitled to cancel the order without incurring any additional costs.

With the purchase you understand and accept that the price of delivery, delivery time, quality of service and the delivery point are subject to the various modes of transport available for differing delivery zones and the availability of the chosen product. Santa & Cole does not make deliveries on public holidays, Saturdays or Sundays.

Furthermore, delivery times may be affected by extraordinary incidents in the logistics services company/s, difficulties in delivering the goods, and/or force majeure. In any event, under no circumstance shall delays with regard to the delivery times specified entitle the purchase user to claim any compensation.

B. Cancellation

You may cancel an order by sending an email to shoponline@santacole.com within 12 hours after receiving the order confirmation email. Santa & Cole will not accept cancellations after the order has been sent to the logistics company.

C. Warranties

The provisions of Royal Decree 1/2007 of 16 November 2007, approving the revised text of the General Law for the Defence of Consumers and Users, and other complementary laws, shall apply.

In incidents that justify the use of the warranty, a repair, replacement of the item, discount or refund shall be made, according to the legal terms established.

D. Returns

The provisions of Royal Decree 1/2007 of 16 November 2007, approving the revised text of the General Law for the Defence of Consumers and Users, and other complementary laws, shall apply.

You will have 14 working days from the day the purchase is received to return it. You must notify Santa & Cole within the stipulated deadline and by any means of communication admitted by law of his desire to exercise the right of withdrawal.

You may return any item purchased on Santa & Cole’s online shop, provided that the product has not been opened or used and retains its original packing or seal. Return delivery costs are borne by you. In such cases, Santa & Cole will make a payment to you to refund the amount of the purchase using the same payment system used during the purchase. Santa & Cole will not refund money or resend goods until it has received and checked the condition of the packaging and accessories of the returned good.

Additionally, the User agrees that the terms of returns (transport costs borne by Santa & Cole) are:

1) Faulty goods: Santa & Cole will replace the faulty good with the same item or reference when it receives the returned faulty good. In this case, you will only be charged for the initial delivery. Santa & Cole will cover the cost of the return and new delivery. If you wish to exchange the faulty good for a different item or reference, you will cover the cost of the return and new delivery. In the event of product damage or non-compliance during shipping, you must notify Santa & Cole within 7 natural days after receiving the goods by email to shoponline@santacole.com.

2) Wrong product: Santa & Cole Santa & Cole will cover the cost of collecting the wrong item and sending the right item that was ordered.

E. Product photography

Illustrative photographs of the products that are displayed on the online store may differ from the actual appearance of the items photographed due to the filters and balances of photography, as well as differences in the way that screens and/or monitors show images. Santa & Cole endeavours at all times to ensure that the colours and tones of the photographs on the online store bear the most resemblance to the actual appearance of the items photographed, but it cannot provide any guarantees of this.

F. Customer service

If you have any queries, please write to shoponline@santacole.com or call us on +34 938 462 437 010 Monday to Thursday from 9am to 1pm and 4pm to 6pm // Friday from 9am to 3pm (WET UTC+2).

You can also contact us Facebook, Instagram or Twitter.

1.8.- Applicable law and jurisdiction

The applicable law in case of dispute or conflict of interpretation of the terms that constitute these Online Sales Conditions shall be Spanish law, unless the rules protecting consumers and users establish the applicability of different legislation.

To resolve any disputes that may arise in connection with the purchase of products or services offered on this Website, Santa & Cole and the User agree to submit to the Courts of the domicile of the User, provided that this is in Spanish territory, or in any other jurisdiction that is applicable under consumer and user protection laws.

1.9.- Your browser

Santa & Cole online store is designed to work best with the latest versions of Internet Explorer, Firefox and Safari.

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