Shipping & Returns

1. Shipping options & costs

All parcels are sent in plastic-free, recyclable packaging with carbon-neutral delivery.

• Free standard shipping on all orders over $75.
• Standard shipping (under $75): a flat $5.90, typically 3–5 working days.
• Express shipping: $12.90, typically 1–2 working days where available.
• International shipping: calculated at checkout by destination, typically 5–10 working days.

2. Processing times

Orders are packed and dispatched within 1–2 working days (Monday–Friday, excluding public holidays). Orders placed after 2pm, or over a weekend, begin processing the next working day. During sale periods and new launches, processing may take a little longer — we'll always keep you posted by email.

3. International orders, duties & taxes

We ship to most countries. For destinations outside our home region, any import duties, customs charges or local taxes are set by the destination country and are the responsibility of the recipient. These are not included in your order total and are collected by the carrier or customs on delivery.

4. Tracking your order

As soon as your order is dispatched, we'll email you a confirmation with a tracking link so you can follow your parcel to your door. If your tracking hasn't updated within a few days, or your estimated delivery date has passed, please contact us at [email protected] and we'll chase it for you.

5. Returns policy

We want you to feel wonderful in your SANTCARA pieces. If something isn't right, you have 30 days from the date of delivery to return eligible items for a refund or exchange. Items must be returned unworn, unwashed, and in their original condition with all tags and hygiene seals attached.

6. Hygiene & intimate apparel

Because lingerie is intimate apparel, hygiene is essential — both for you and for the next customer. Please:

• Try pieces on over your own underwear.
• Keep all hygiene seals and protective stickers in place until you're sure.
• Handle items with clean, dry hands and avoid perfume, deodorant or makeup contact.

For hygiene reasons, we are unable to accept returns of items where the hygiene seal has been removed or which show signs of wear, unless the item is faulty. This does not affect your statutory rights.

7. How to make a return

1. Email [email protected] with your order number and the items you'd like to return, and we'll send you a prepaid returns label and simple instructions.
2. Repack the items securely in their original packaging where possible.
3. Attach the label and drop the parcel at your nearest carrier point.
4. Keep your proof of postage until your refund is confirmed.

8. Refunds & exchanges

Once your return arrives and passes our quick hygiene and condition check, we'll process your refund to your original payment method within 5–7 working days (your bank may take a little longer to show it). Prefer a different size or colour? Let us know and we'll arrange a straightforward exchange, subject to availability.

9. Faulty or incorrect items

In the rare event that an item arrives faulty, damaged, or isn't what you ordered, please contact us within 14 days of delivery with a photo. We'll put it right immediately — with a replacement, repair or full refund including any return shipping — at no cost to you. Your statutory consumer rights always apply.