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Frequently Asked Questions (FAQ's)


Please note: Due to Covid-19 Australia Post is experiencing major delays. These delays are due to decreased staffing, flights and courier services. Santorini Xo will still be dispatching all parcels within our normal dispatch guidelines specified below. Thank you for your understanding.
Please email us at santorinixo@outlook.com.au should you have any further queries. 

 

All orders will be dispatched within 1 - 2 business days. 

ORDERS & PAYMENTS

Can I cancel my order?

Yes! Orders can be cancelled, provided they have not been packed ready to be shipped. Cancellations will be refunded back into the nominated payment method within 5 -7 business days. If you haven't received your refund after this period, please contact us at Santorinixo@outlook.com.au or send us a message on Facebook or Instagram.

Can i amend my order? 

Yes, orders can be amended within 4 hours of purchase. Please contact us via email at Santorinixo@outlook.com.au with your request and we will do our very best to amend your order (based on item availability) and postal address. Any amendments after the 4 hours of purchase will need to be processed as a return or exchange.

What payment options are there? 

Santorini Xo offers payment via Visa, MasterCard, AMEX, Apple Pay, Google Pay, Shop Pay, Afterpay and Laybuy. We also offer payment via Store Credits.

RETURNS & EXCHANGES POLICY

Do you offer exchanges? 

Yes we offer exchanges for incorrect sizing, and faulty/damaged items however it is the responsibility of the customer to cover the postage cost to return to us.

Do you offer refunds? 

Yes we offer refunds for faulty and damaged items only. All change of mind or incorrect sizing will be exchanged or given a store credit. Postage costs will not be refunded unless item is deemed by Santorini Xo to be faulty or damaged.

What is your returns policy?

Please view our returns policy here

These items must be in original condition with no missing tags and in it's original condition without any excessive scent, deodorant, or marks. You will receive an exchange (subject to availability) or a store credit via email to the value of the items excluding postage.
Your return will need to reach us within the 60 days to be eligible for a refund or exchange.
If your item is faulty please email santorinixo@outlook.com.au with images of the fault and we will advise you on how to make the return.
PLEASE NOTE: We will not accept returns or exchanges on items that have been damaged by yourself after wear and tear, this includes but is not limited to a broken button, loose zipper, torn fabric and shrunken items due to not following product care instructions.

Why do I have to pay for returns? Santorini Xo is a small boutique, and at this time we do not have the means to cover return postage costs. As Santorini Xo continues to grow, we hope to be able to offer free returns in the future.

I have received a faulty or damaged item! 

We are so sorry! Although all orders are inspected for faults and damage at the time of packing prior to dispatch, sometimes these are missed. Should you receive a faulty or damaged item please email us at Santorinixo@outlook.com.au with images of the damage. If your item is deemed by Santorini Xo to have a major manufacturing fault (something that happened when the item was being made) you will have the option of a refund or exchange. For items that have minor faults such as loose threads, a loose button or something that can easily be mended you will receive a Store Credit or option of replacement/exchange.

DELIVERY & SHIPPING

Has my order been dispatched? 

Santorini Xo processes orders on business days, which are Monday to Friday and exclude public holidays in Victoria, Australia. If you make a purchase on a public holiday or weekend, we will process the purchase on the next business day.

Please allow 24-48 hours to dispatch your order. Most orders placed before 2pm will be sent the same day, however, there can be unexpected delays, especially in peak periods or during sales so your patience and understanding is appreciated.

Can I track my order?

Yes absolutely! You will receive an email with your tracking information as soon as your order has been dispatched. Please make sure that the email address entered at checkout is correct. You may also follow the link below to track your item via Australia Post

https://auspost.com.au/parcels-mail/track.html#/track

 

How long will my delivery take? 

Due to COVID-19 Australia Post is experiencing significant delays.

GENERAL ENQUIRIES

An item I want to purchase is sold out? 

Santorini Xo has limited stock available and unfortunately once its sold out it isn't likely we will be restocking. However, send us an email at santorinixo@outlook.com.au and we will be able to provide you with confirmation of whether we will be restocking and an ETA. Sale items that have been sold out are end of season and will not be restocked.

I think my order has been lost! 

Oh no! It is common for parcels to go missing during peak periods, and sometimes during those quieter days. If you believe this has happened to you the first step is to open a case with Australia post. Once you have done so forward the case number to Santorinixo@outlook.com.au with your name, order number and description of items. The case can take up to 10 business days to be closed. If you have purchased transit cover your parcel may be covered (refer to transit cover policy and procedure). If it is we will need to wait for the case to be closed prior to sending off a replacement if possible. If you have not opted for transit cover, you may not be covered and we will not be able to absorb the costs.

Items are missing from my order! We are so sorry! All orders are packed with care and although we do check all orders, human error can occur. Should any item be missing from an order, please email us at Santorinixo@outlook.com.au with your order number and product name of the item you ordered and we will start an investigation.

On the super rare occasion where there is an inventory issue and we are unable to supply the item that you have ordered we will refund you immediately for the value of the item.

Do you have a sizing chart?

Santorini Xo stocks a wide range of brands, and the sizing can vary from each label.  If you have more specific questions on sizing, please do not hesitate to contact us at santorinixo@outlook.com.au Monday to Friday, or send us a message through our Facebook and Instagram. 

A general guide is XS = 8, S = 10, M = 12, L = 14, XL = 16. However we have listed sizing guides on each individual product.

Some products are oversized or small makes, we will endeavor to advise whether you should size up or down, or if the sizing is 'true' to size, in which case you should stick to your usual size.

    Do you offer Pre-orders?

    From time to time we may offer items as a pre-order. If your order contains a pre-order item along with in stock items, then it will be sent when the pre-order has arrived unless you choose to pay additional postage costs.This can be done on our website under Additional Postage Options 

    How long do pre-orders take?

    Santorini Xo will do our best to give you an accurate arrival date for pre-order items, however, sometimes there are unexpected delays that are out of our control. If an item arrives later than expected, we will unfortunately not offer a refund but will offer a credit.

    If you place an order that includes a pre-order item, the items are all sent in the together. If you wish to have items in stock earlier you must place separate orders or pay additional postage costs.

     

    Why should I create an account with Santorini Xo?

    Creating an account with Santorini Xo has the following benefits:

    - faster checkout 
    - access to your order status - you will be able to see the status of your current orders and past order history
    - easy access to update your details - you can easily update your account info anytime
    - password management - you can easily reset and change your password
    - Access to exclusive offers - newsletters providing exclusive events and promotions