Shipping Policy

At Santai, every order is packed with care from our London home studio. We aim to get your items to you as smoothly and swiftly as possible.

Where we ship

We ship to the United Kingdom, the United States, and selected other international destinations. We do not currently ship to the European Union, including EU territories. Available destinations and shipping rates are shown at checkout.

Processing times

All quilted products, including personalised orders, are made to order, and orders are dispatched within 7 working days. As a small business, we appreciate your patience while we prepare your items with the attention they deserve.

Delivery times

Delivery time is additional to processing time and varies by destination. Tracking details will be provided once your parcel has been dispatched.

Delivery charges

UK standard shipping: £1.95 for orders below £35; free on orders of £35 or more.

United States: £20 tracked shipping.

Selected non-EU European destinations: £10–£12 tracked shipping, depending on parcel weight.

Other available international destinations: £20 tracked shipping.

Available destinations and the applicable rate are shown at checkout. We do not currently ship to the European Union, including EU territories.

The £10–£12 shipping zone covers: Guernsey, Isle Of Man, Jersey, Albania, Belarus, Bosnia And Herzegovina, Gibraltar, Holy See (Vatican City State), Iceland, Liechtenstein, Moldova, Republic of, Monaco, Montenegro, North Macedonia, Norway, San Marino, Serbia, Switzerland, Ukraine, Turkey, Greenland.

Customs, duties and import fees

All international orders are shipped Delivery Duties Unpaid (DDU). This means customs fees, import duties, or tariffs may be charged once your parcel reaches its destination country.

Santai is not liable for these charges, and they remain the responsibility of the buyer.
We recommend checking with your local customs office before placing an order to avoid unexpected costs.

Delays and customs

Delivery times are estimates and may be extended due to customs inspections, postal service issues, or busy periods. Unfortunately, we cannot control how long your parcel may be held at customs and cannot provide updates while it is being processed.

Responsibility

Please ensure your shipping address is correct at checkout. Santai cannot be held responsible for parcels lost due to incorrect addresses being provided.

If an order is returned to us due to unsuccessful delivery attempts or failure to collect from the post office, any re-shipment costs will be the responsibility of the buyer.

Questions?

If you have any questions about your order or delivery, we are always happy to help.
Contact us at hello@shopsantai.com.