FAQs

HOW CAN I ORDER WHAT I WANT?

It's really easy to order your products online. Click on the "add to cart" button when you find an item that you like. When you have finished shopping, just click on your shopping cart to review your selection. Once you're happy with your order, click the “checkout" button and follow the instructions to complete your purchase.

HOW DO I KNOW MY ORDER HAS BEEN RECEIVED?

When you have ordered your products, a confirmation e-mail will be sent to you. Please keep this safe as it contains your order tracking number and details.

HOW DO I ORDER FROM OUTSIDE THE UK?

It's easy! Simply order online as we can send products all over the world.

All prices are quoted in Pounds Sterling including VAT (VAT only applicable in UK and EU countries). Please apply current exchange rates to work out how much you must pay. When you reach the checkout you will be asked to enter the country to which you would like the products delivered. The cost of shipping is automatically calculated based on the weight of the products you have ordered. Remember at this stage that you can always cancel the order if you are not satisfied with the total order value.

Please allow 3-5 working days for your products to be dispatched and 7-10 days to arrive. Please note that Santorus Ltd cannot accept responsibility for delays caused by postal services.

HOW DO I PAY FOR MY PURCHASES?

Simply follow the instructions on the Santorus site. We are happy to accept CARD payments online, or you can send your CARD DETAILS or a CHEQUE in pounds sterling separately by post. Alternatively you can phone customer service directly on +44 (0)20 87811103.

All transactions are processed within a secure environment. All prices are shown in Pounds Sterling (inclusive of VAT). Please note that prices do not include packing and postage charges. This is calculated based on the delivery address and the final weight of the products you wish to purchase.

Online payment
We currently accept Visa, Master, Paypal, Maestro, Electron, JCB and Delta debit / credit cards. Please note that we do not accept Amex and Diners Club cards.
By Post
Go to the online checkout and follow the instructions provided. A receipt of your purchase will be automatically generated with your order tracking number. Print this out and send with your payment details. Either send your full details or include a cheque in pounds sterling made payable to "Santorus Ltd.". Remember NOT to send cash in the post.

For more information on how secure your credit card is, please see our Privacy Policy for further details.

HOW MUCH IS DELIVERY?

Standard package and postage charge (UK mainland only) is £6.50. Please see the "How to order from abroad" section on this page for information on international delivery costs.

WHEN CAN I EXPECT MY PURCHASES TO BE DELIVERED?

For UK mainland delivery we aim to send your purchase within 2 working days of order confirmation and the products delivered to you within 3-5 working days (This applies to the UK mainland only). For international deliveries please allow 3-5 working days for your products to be dispatched and 7-10 working days to arrive. Please note that Santorus Ltd cannot accept responsibility for delays caused by postal services.

If you would like next day delivery and place your order before midday, we will do our best to post your goods the same day. Please contact our customer services team for further details.

WHAT IF MY ORDER HASN'T ARRIVED?

We aim to deliver to UK addresses within 3-5 working days (UK mainland only), but if your order has not arrived and you are concerned about your purchase, simply log on and view your account. Alternatively you can call customer service and they will track your products and advise you of the status of your order.They can be phoned on +44(0)1709 518100, or email enquiries@santorus.com

CAN I EXCHANGE MY PURCHASES?

If you would like to exchange your purchase for another item and the new item you require costs more than the original purchase, an additional payment is required. If the replacement item costs less than the original purchase then we will refund you the difference.To qualify for an exchange the products must be returned as supplied, unopened and unused, and in a resalable condition with the cellophane intact. If the products are returned and appear to have been opened, used or tampered with in any way then we will be unable to process any refund or approve any exchange.

CAN I RETURN MY PURCHASES?

If you live in the EU:

If for any reason you are unhappy with your order and you wish to return your item, please inform us within 14 days and you will receive a full refund. Santorus Ltd has no liability other than up to the total value of your original order. For your security please return items by recorded delivery with insurance paid as a minimum.To qualify for a full refund all returned products must be returned as supplied, unopened and unused, and in a resalable condition with the cellophane intact.

If you live outside of the EU:

If for any reason you are unhappy with your order and you wish to return your unused item, please inform us within 7 days and you will receive a full refund of the value of the products returned. Santorus Ltd has no liability other than up to the total value of your original order. For your security please return items by recorded delivery with insurance paid as a minimum.To qualify for a full refund all returned products must be returned as supplied, unopened and unused, and in a resalable condition with the cellophane intact.

CAN I RETURN A DELIVERY IF IT WAS A GIFT?

Refunds for items bought as gifts can only be given to the original purchaser. If you have received a Santorus delivery as a gift and decide to exchange an item, the purchaser will be informed.

WHAT IF I DON'T RECEIVE THE ITEM I ORDERED OR THE ITEM IS FAULTY?

We apologise if on a rare occasion the products delivered are faulty or incorrect. In this instance, please contact our Customer Care team on +44 (0)20 87811103 or by email to enquiries@santorus.com to obtain a returns number. Upon receipt of the returned products, we will refund to you the price paid by you for the products, our standard postage and packing cost and the cost of returning the products via the Post Office.

HOW DO I KNOW MY PERSONAL INFORMATION IS SECURE?

Santorus is committed to safeguarding your privacy and use 128-bit encryption to ensure the security of your credit card information, making it virtually impossible for anyone else to access your personal details.

We strongly advise you not to transmit any credit card information via e-mail as we are unable to accept any liability for any losses as a result of information being processed by any other method than our secure payment environment.

Please read our Privacy Policy for further details.