SHIPPING & TRACKING
GLS and the Luxembourg Post Office take care of your parcel.
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- Countries served
- Shipping
- Tariffs
- What if the recipient is not available to accept the delivery?
- Delivery problem
- Parcel not received
- Order tracking
Countries served
Santi-shop ships anywhere in the world. Please look for your country in the drop down list below. If your country is missing, please contact us by e-mail.
Countries already delivered by Santi-shop: 71
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Shipping
We propose three options, depending on the shipping address:
- pick up by the customer (no shipping fees)
- GLS courier (limited number of EU countries, islands excluded)
- Post Office
Your parcel is available or ready for shipment at the latest 24 hours after order if all products are in stock.
During the order process, only the applicable shipping options are displayed. Up to you to select the option that seems the most appropriate in terms of price, insurance and local conditions of the shipping address.
The orders are not shipped on Luxembourg public holidays: Tuesday January 1, Monday April 1, Wednesday May 1, Thursday May 9, Monday May 20, Thursday August 15, Friday November 1, Wednesday and Thursday December 25 and 26.
The "PO and Postal Boxes" are not accepted as valid addresses for parcels delivered against signature (GLS, registered mail, insured parcel) unless the post office that hosts your mailbox agrees to receive the package and to sign in your name. In that case, add the following comment: "Please deliver the parcel to the post office".
For France, the "Espaces Colis Cityssimo" are not accepted as valid shipping addresses as they only accept Colissimo parcels.
Option 1. Pick up by the Customer
No shipping fees.
- Either you come to Santi-shop in Boevange/Attert to pick up your order.
- Or you personally know and, from time to time, meet the manager of Santi-shop (or one of his relatives) and ask him to bring you your order.
Santi-shop address appears automatically as delivery address.
During the order process, please use the "Comments" field to describe the pick up option you wish.
If you chose to pick up your order in Boevange/Attert, please contact Santi-shop in advance by e-mail or telephone to arrange the time of your visit.
If you decide to pay in cash (no cheque), please be so kind as to bring the exact amount.
Option 2. GLS courier
Shipping with GLS (General Logistics Systems) is proposed when cheaper than Luxembourg Post. The option is automatically proposed when available. Price depends on parcel weight, by ranges of 5kg. Shipping time ranges from 1-4 business days depending on the country.
If you are rarely at home, you may choose to have your order delivered to a Parcel SHOP which addresses can be found on GLS website (if available in your country). In France you may also chose to get delivered in a Point Relais from Mondial Relay.
An e-mail notifies you of the delivery of your order to GLS and provides you with a link to GLS website for online tracking. It is important to track your parcel to ensure you do not miss the delivery of your goods.
The parcel, weight limited to 30kg, is insured up to 750€ and is identified by a barcode. If a security code is necessary to make delivery, please provide it when ordering.
Shipment takes each business day after noon.
Attention. Shipping address cannot be a Postal Box because someone has to sign on delivery. In all cases, ensure that your home, doorbell and mailbox are clearly identified so that the driver can make the delivery smoothly. If your home is a "lieu-dit" (no number or street name) be sure to give us a telephone number on which the driver can contact you for guidance.
Option 3. Luxembourg Post Office
Shipping time for parcels shipped by Luxembourg Post depends on country of destination and shipping mode. For France, history shows an average shipping time of 3-5 business days. An e-mail notifies you of the delivery of your order to the Post Office and the shipment mode and provides you with a link for online tracking if applicable. Read also the answer to the question "Have some orders already been lost?" on the "FAQ" page.
Attention. Local authorities of non EU countries might charge customs fees or taxes. These fees are at your expense. Please check with local authorities.
Santi-shop S.àr.l. cannot be held responsible for additional costs, problems or shipping delays due to local authorities and regulations.
Five shipping modes are proposed (availability depending on country and product type).
Option A. Maxi letter
The parcel is sent by Luxembourg Post Office like a standard letter, without insurance and tracking. Weight limited to 2kg and order value to 60€. We recommend the use of GLS when available. Santi-shop cannot be held responsible for damaged or lost parcel. Best used for small orders only. (See FAQ)
More details: Luxembourg Post Office.
Option B. Maxi letter registered
The parcel is sent by Luxembourg Post Office as a registered letter and is covered by an insurance of 35€. It is delivered to the recipient against signature. Weight limited to 2kg and order value to 200€. We recommend the use of GLS when available.
Attention. Shipping address cannot be a Postal Box because someone has to sign on delivery.
More details: Luxembourg Post Office.
Option C. Insured Parcel
This shipping mode is proposed for the main European countries. The parcel (10kg maximum) is sent by Luxembourg Post Office in "Quality Pack" mode. It is insured up to 530€ and is identified by a barcode.
Attention. Shipping address cannot be a Postal Box because someone has to sign on delivery.
More details: Luxembourg Post Office.
Option D. Non-std Letter
This shipping mode is proposed for orders below 50€ of light (less than 500g) and thin (less than 15 mm) products that can be sent in an A4+ (340mm x 250mm) envelope. The envelope is sent by Luxembourg Post Office like a standard letter, without insurance and tracking. Santi-shop cannot be held responsible for damaged or lost parcel. Best used for small orders only and if the mailbox accepts this type of envelope.
More details: Luxembourg Post Office.
Option E. Non-std Letter registered
This shipping mode is proposed for orders below 50€ of light (less than 500g) and thin (less than 15 mm) products that can be sent in an A4+ (340mm x 250mm) envelope. The envelope is sent by Luxembourg Post Office as a registered letter and is covered by an insurance of 35€. It is delivered to the recipient against signature.
Attention. Shipping address cannot be a Postal Box because someone has to sign on delivery.
More details: Luxembourg Post Office.
Option 5. Music download
How it works
After ordering and receipt of your payment by Santi-shop, you receive an e-mail with the URL of the Internet download platform and the access code for the album you purchased.
Click on the URL to be automatically redirected to the download platform.
Encode your e-mail address (the one used for Santi-shop) and the access code.
A new page opens that gives you access to the two files for download: the mp3 audio file and the jpg image file of the cover booklet of the selected album.
It is important to download the two files before to leave the site. Indeed, the access code loses its validity after site closure.
There are no shipping costs.
Simultaneous purchase of "real" products
The price of the albums purchased participates in reducing the shipping costs (see tariffs).
If you wish to immediately receive the download link, mention it in the comments field during the order process. As soon as possible, the amount of your purchases will be cashed and the link and access code sent to your e-mail address .
VAT
The music is always sold VAT included unless you simultaneously purchase "physical" products and that VAT does not apply based on product's destination.
Tariffs
The rate depends on the shipping mode. A discount of 1€ per 10€ order (above 20€, excl. taxes and voucher) is offered to you (i.e. 1€ discount for a 31€ order, 4€ discount for a 62€ order). This discount is integrated into the shipping costs when ordering.
Packaging costs of 1€ are added to all orders below 10€, excluding taxes and voucher. These costs are integrated into the shipping costs when ordering.
Choose the country of destination below to see the base rates (without discount or packing costs).
What if the recipient is not available to accept the delivery?
Option 1. Post Office shipment
It depends on the country. Please ask the post office or the postman. Most often, he will leave a notification card in the post box informing you that a parcel is waiting to be picked up. Several options will generally be proposed such as:
- Go to the post office with the notification card to pick up the parcel.
- Ask for a second delivery attempt on a specified date.
- Have the parcel sent to another address (office, family, neighbour, friend…).
- Give the notification card to a relative to go to the post office to pick up the parcel for you.
- Have the parcel sent to another post office, for example close to your office.
In Luxembourg, the Post office offers the Pack Up service which allows you to choose a delivery address that best suits your schedule.
Option 2. GLS courier
It depends on the country. Check with the local GLS office or on their website. After an unsuccessful delivery attempt the driver leaves in the post box an info sheet (e.g. for Luxembourg). This sheet lists the various possibilities available to receive the parcel:
- Contact GLS by phone.
- Contact GLS by fax.
- Contact GLS by e-mail.
- Collect the parcel from the local depot.
A second delivery attempt takes normally place the next working day, unless otherwise agreed (date and time appear on the info sheet).
Attention. GLS keeps your parcel for 10 working days after attempting delivery before returning the goods to sender. Therefore, do not lose time to react.
Delivery problem
Santi-shop takes special care in packing your order to avoid damage during shipping. Unfortunately, damage cannot always be avoided.
Before signing the delivery note, always check the parcel. If it shows signs of external damage, open it in the presence of the postman/driver and check the product inside. Should one or more products have been damaged and rendered unusable, take pictures, fill in the postman/driver shipping report (CN24 for EU Post) and inform Santi-shop by e-mail within 24 hours mentioning as subject your order number and the barcode of the parcel. Describe the problem, if possible include pictures and give us a copy of the complaint report (CN24 form for EU Post) you filled in locally.
We will do all that is necessary with the Post Office/GLS to have the issue resolved as fast as possible.
After the complaint has been accepted by the Post/GLS we will refund the price of the damaged product.
If, during unpacking, it appears that a product has been damaged, proceed as follows.
- Stop unpacking and return the damaged product to its place in the shipping box.
- Take a picture of the inside of the box that shows the location the damaged product.
- Remove the products one by one, starting with the damaged product, and take additional pictures of the content, following the same procedure, if there are other signs of damage.
- For each damaged product, take one or more pictures the entire product that clearly show the extent of damage (packaging, bottle or bag etc ...)
- When the shipping box is empty take four pictures as shown per attached link.
- E-mail all the information above to Santi-shop, quoting the order number.
- Keep all products and the shipping box until Santi-shop tells you what to do.
Only products which are either unusable or unfit for consumption could be reimbursed. Any other claim for reimbursement will be deemed unacceptable.
Parcel not received
After the e-mail that notifies you of the delivery of your order to the Post Office was sent by Santi-shop you have 20 days for Europe and 30 days outside Europe to notify Santi-shop in case the parcel was not delivered. Beyond this period, no claim will accepted.
Parcels that were not delivered or reclaimed due to a lack of tracking by the client are subject to the procedure described in "Sales Conditions".
If the shipment was made using GLS, please locate your parcel on the respective website.
If the shipment was made in "Quality Pack" mode, please use the "TrackandTrace" tool to locate your parcel.
In all other cases, please send us an e-mail with as subject: "Order nn-0xxxx not received". We will ask the Post Office to track the parcel and will keep you informed of the outcome. Please note that the Post Office only accepts claims and start searches 1 month after shipping date. A parcel is considered as lost (by the Post Office) only if not delivered within one month after shipping.
If the parcel is not found, we will refund or send you a new parcel depending on the shipping option you have chosen (not applicable to "Option A. Maxi letter" and "Option D. Non-std Letter").
Order tracking
The following tools are available for you to follow your order.
- The order confirmation e-mail. This e-mail confirms the registration of your order and contains the following data: addresses, products and prices (final price, all taxes included). If you do not receive that e-mail, please check the e-mail address you use to "log in", the spam filter and spam box of your e-mail program.
- The intermediate e-mails reporting the changes in status of your order (when applicable).
- The shipment confirmation e-mail. If you chose the option "Pick up by the customer", this e-mail informs you that your order is ready for pick-up. Otherwise it gives you the date the parcel was delivered to the carrier, the tracking number (when applicable) and the shipping mode.
- The final e-mail with the invoice in PDF format.
- Your account on Santi-shop. Click on "please log in" (link available at the top of all pages) to check the status of your current orders.
- Insured parcel ("Quality Pack"). Go onto the page TrackandTrace, paste the tracking number CP...LU in the right frame and click on "Effectuer la recherche".
- GLS. Online tracking on GLS website with the tracking number (bar code) or directly from the link available in the shipment confirmation e-mail. If you own a smartphone you may also use the free GLS Mobile App.
For any other information on the status of your order: Contact us.