FAQ
Order Questions
Q: Can I modify or cancel my order after placing it? A: You may adjust or cancel your order without extra charges before the item is dispatched. Once goods have been shipped, cancellation will no longer be available. Please reach out to our support team as soon as possible if you need changes to your purchase.
Q: How can I check my order status and track delivery? A: Once your order is confirmed, you will receive a confirmation email. After dispatch, another email containing tracking information will be sent to your inbox. You can monitor delivery progress through the tracking link provided.
Q: What should I do if my order shows delivered but I have not received my package? A: Please double‑check with nearby neighbors or your local parcel drop‑off point. Occasionally packages may be left at safe locations. If you still cannot locate your parcel, contact our support team for further investigation.
Shipping & Delivery
Q: How long will shipping take? A: Processing normally takes 1‑3 business days before dispatch. Delivery time varies depending on destination. External factors such as customs or logistics delays may occasionally extend transit time.
Q: Do you ship internationally? Are there extra fees? A: We support international shipping. Import duties, taxes or customs charges may apply in some regions and are the responsibility of the buyer.
Payment
Q: What payment methods do you accept? A: We support mainstream payment options including credit cards and other secure online payment channels. If your payment fails, verify your card status or try an alternative payment method.
Q: Why was my payment charged twice? A: Duplicate charges are usually temporary authorization holds. Unsuccessful transactions will be automatically released by your bank within several business days. Feel free to contact us if the issue persists.
Returns & Refunds
Q: Am I eligible to return products? A: Items with quality defects can be returned within 14 days upon receipt. Goods must remain unused, kept in original packaging and accompanied by purchase proof to qualify for return. Return shipping expenses are borne by the buyer.
Q: How long does it take to get my refund approved? A: We will inspect returned goods after arrival. Approval notifications will be sent via email. Approved refunds will be processed back to your original payment method; bank processing may take additional business days.
Q: My refund has not arrived yet, what can I do? A: Please check your bank account first, then confirm with your card issuer for pending processing timelines. If you still cannot locate your refund after these steps, write to our customer service email.
General Support
Q: How do I get in touch with customer support? A: You can email us at support@santahomedecor.com. Our team will respond to your messages during working hours.