Frequently Asked Questions
Below, we have thoughtfully compiled answers to some of the questions we are most often asked.
Do you have a physical store?
Yes, we have a private showroom in Marylebone, available by appointment only. If you would like to schedule a visit, please kindly email us at contact@santinni.com, and we will do our utmost to accommodate your request. Kindly include the designs and sizes you wish to try on, so we may curate the perfect experience for you.
What is your return and exchange policy?
We hope you adore your purchase. However, if for any reason you are not completely satisfied, we offer returns and exchanges within 7 days of delivery, provided the item is unworn, in its original condition, and with all tags attached. For full details, please refer to our Returns page.
Do you offer custom or made-to-measure pieces?
Absolutely. Our bespoke service is designed for those seeking something truly personal and unique. You may customise select designs—from sizing to intricate detailing—to ensure a flawless fit and timeless expression. To begin the process, please complete our bespoke order form, and our team will be in touch to discuss your vision, timeline, and pricing.
Can I receive sizing advice?
Each product page includes a detailed size guide to help you select your perfect fit. Should you need further assistance, our customer care team would be delighted to help—please email contact@santinni.com, and we will guide you with pleasure.
Do you ship internationally?
Yes, we ship worldwide via DHL Express, one of the fastest and most secure couriers, for your peace of mind. Once your order is dispatched, you will receive an email with tracking information.
All orders are shipped from our London facility. Estimated delivery times are 1–2 business days within the UK, and 2–3 business days internationally.
Will there be customs fees for my country?
Deliveries outside of the UK may be subject to import duties and taxes, which are the responsibility of the recipient. We kindly advise checking with your local customs authority for further information regarding applicable charges.
Do you offer gift wrapping or luxury packaging?
Yes. All orders arrive beautifully presented in our signature pink boxes—ideal for gifting or indulging yourself. If you would like to include a handwritten note, please leave your message in the notes section at checkout.
What payment methods do you accept?
We accept all major credit and debit cards, as well as Apple Pay, Shop Pay, and Klarna for flexible payment options. A complete list of available methods will be displayed at checkout.
Can I track my order?
Yes. Once your order has been dispatched, you will receive a tracking number via email. DHL provides flexible delivery options, including ‘holiday hold,’ alternative delivery days, and authorisation to leave your parcel in a safe location without signature.
What materials do you use for your garments?
We source the finest fabrics from Europe’s most esteemed mills, ensuring every piece embodies exceptional quality, comfort, and durability. Our collections feature luxurious materials such as silk, cashmere, and organically grown cotton. Specific fabric details can be found on each product page.
Are your pieces ethically and sustainably made?
Yes. Ethical craftsmanship and sustainability are central to our ethos. We collaborate exclusively with skilled artisans and trusted partners who uphold fair labour standards. Our designs are an antidote to fast fashion—timeless, considered, and enduring. Crafted in limited quantities from natural and biodegradable materials, each piece is made to be treasured for years to come. Our short, transparent supply chain minimises waste and reduces our environmental impact.
How should I care for my garments?
To preserve the integrity of your piece, please follow the care instructions on the label. We recommend storing garments in breathable bags, avoiding wardrobe overcrowding, and using a steamer or pressing lightly on a low heat setting when needed. Should you have any specific care questions, our team would be happy to assist.