Help & FAQs

Shipping/order status

1. When will I receive my order?

With COVID-19, we are following local health mandates and taking additional precautions to help ensure the safety of our customers. This may increase the time it takes to process and ship your order—currently up to 5 business days. We appreciate your patience and understanding.

2. Can we get Santola beauty internationally?

Of course!

3. How can I find the status of my order?

Find the status of a particular order and view your Order History on the Order Status tracking page under your account. Please note that the Order History will not be updated until the product(s) have shipped.

4. My order is missing an item.

We might not have had all of the desired items in stock when your package was shipped. If this is the case, the shipping confirmation email should tell you which products might still be outstanding and awaiting shipment. If a product does not get shipped, of course you will not be charged for it. If you have any more questions or concerns, please contact us with your order number and let us know which products you are missing.

5. I received incorrect item/s what should I do?

For domestic orders, please send the defective or incorrect item(s) back to us, using the a courier of your choice. Unfortunately we are unable to offer free return.

Once we receive the returned item(s), we will gladly send you a replacement. For international orders, please follow the returns process specific to your country.

6. What’s your return policy?
We are unable to offer returns. 
In the unlikely event that product(s) arrive damaged, the customer must contact customer service within 48 hours of receipt. You must include photos of the issue and a screenshot of your order confirmation email. 

7. I put the wrong address on my order, please help!
Please be careful when entering your delivery address, Santola Beauty will not be responsible for orders sent to an incorrect delivery address provided by the customer.

Product related

1. Where can I purchase Santola Beauty products?
Santola Beauty is available in our website only.

2. How often do you restock?

Restock dates vary depending on product availability. Please sign up for our emails alerts to find out when your favorite products will be back in stock!

3. Do you offer free samples or gifts?

Occasionally Santola Beauty will apply a gift with purchase to orders. Please note that unless otherwise stated, all free gifts applied to customers' orders are added while supplies last and are not guaranteed. All samples, packets, stickers and other products or merchandise are subject to change and subject to availability.

4. Do you offer discounts or promotions?

Yes, from time to time we offer discounts and promotions. Sign up for our emails to receive news on special offers.

5. Where are your products manufactured?

Our formulas are made in P.R.C. 

6. Are your products vegan?

Yes. 

7. Do you test products on animals?

Santola Beauty does not test products on animals. All of our products are cruelty-free. 

8. What temperatures do these products need to be stored at?

We recommend storing your products in a cool dry place, away from direct sunlight and excessive heat.

Payment

1. What forms of payment do you accept?
We accept online payments with Visa, Mastercard, American Express, and PayPal.

2. Why was I charged twice?
You will only be charged for what you have purchased. If you see duplicate charges, please give it a few days and it should go away and the issue should be rectified automatically. However, if it’s still there and you are positive you only placed one order, please contact us.

Account

1. Do I have to set up an account to place an order?
No. You do not have to have an account to place an order.

2. How do I create an account?
You can create an account by clicking Login and Create Account in Home page.

3. How do I subscribe or cancel my email subscription?
You can easily subscribe to emails by visiting Sign-up located at the footer. If you want to cancel/unsubscribe, you can click unsubscribe by locating the ‘Unsubscribe’ link within the email subscription page.

3. I forgot my password, what do I do?
To reset your password, go to Login and click on “Forgot your password?” close to the sign-in button. You will then be prompted to enter the email address you used to create your account. Once you click submit, you will receive an email notification with a link to reset your password. Once you’ve done this, you can log in with your new password as normal.  

Contact

1.How can I contact your customer service team?

Please email us at info@santolabeauty.com.

2. I emailed your customer service team. When should I expect a response?

We will respond to all emails as soon as possible.