Frequently asked questions
How do I order your products?
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 the shopping cart icon to review your selections. To check through your order press the 'View Cart' button. Once you're happy with your order, click the “Checkout" button and follow the instructions to complete your purchase.
How do I know that you have recieved my order?
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.
Can I order products from outside the UK?
It's easy! Simply order online as outlined above, and all you have to do is select your shipping destination when viewing your 'Cart'. We currently 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. 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 can 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.
We currently accept Visa, Master, Paypal, Maestro, Electron, JCB and Delta debit / credit cards.
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.
How much is delivery?
Standard package and postage charge (UK mainland only) is £3.95 Please see the "How to order from abroad" section on this page for information on international delivery costs
When can I expect my items 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 firstname.lastname@example.org
Can I exchange items I have purchased?
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 items I have purchased?
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 recieve the item I ordered, what happens if an 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 email@example.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 that 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.