Shipping policy

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How long are the standard delivery times?

Delivery times vary depending on the shipping method chosen at checkout.

Standard shipping with DHL or GLS for Germany, DPD for Austria.
Receipt of the order within 3-4 business days for Germany, 4-5 business days for Austria.

Please note: In the event of increased order volumes, such as on special occasions like Black Friday, Christmas, Valentine's Day, Easter, or Mother's Day, as well as due to public holidays and delivery bottlenecks, delays in the order process may occur. In these instances, the processing of your order can extend to 4-7 business days plus shipping.

Please note that it is not possible to change the delivery time or choose a delivery date.

Can I track my order?

Yes, you can. As soon as the package is on its way to you, we will send you a shipping confirmation. Click on the tracking link to follow the current status of your shipment.

Please note that after receiving the shipping confirmation, it may take a few hours for the tracking status to be updated on the shipping provider's website.

What are the shipping costs?

Country	Shipping Costs	Free Shipping	Standard Delivery Time
Germany	from €3.99	from €39	2-4 business days
Austria	from €5.99	from €39	4-5 business days

I have selected a designated safe place, does that make a difference compared to regular delivery?

It is important that you choose a secure designated safe place (e.g., garage or terrace). Delivery to a designated safe place is at your own risk. In the event of a lost package, neither Santalina nor the shipping provider assumes responsibility for it. Therefore, choose the safe place carefully.

My package hasn't arrived, what now?

From time to time, it may happen that your package was delivered to a neighbor or a nearby parcel shop without this information being visible in the tracking link.

Please be so kind as to ask the other residents in your building and direct neighbors if they have received your package, and check the tracking information. If your package is still nowhere to be found, please contact us as soon as possible via the contact form and we will assist you.

What can I do if my package was returned to the sender?

If the tracking shows that your package was sent back to the sender, it may be that the address you provided is incorrect or incomplete.

Please contact us via the contact form. Please provide us with your order number and your complete address (the recipient's name must be identical to the name on the mailbox) – we will then arrange for a new shipment.

My package arrived damaged, do I have to accept it?

If you notice upon delivery that your package is severely damaged, please accept it anyway and check if the products inside are also damaged. If this is the case, proceed with a claim and send us one photo each of the following: