Effective Date: November 8, 2024

Santos By Mónica ("we," "our," or "us") is committed to transparency regarding our shipping and returns process. This policy explains how we handle shipping, returns, and cancellations for orders placed through our website, www.santosbymonica.com. By placing an order, you agree to the terms outlined below.

Shipping

All orders are processed, inspected, and shipped from our New York City office. Ready-made items ship within 2-3 business days, while made-to-order items take 7-14 business days. You will receive a shipment confirmation email with a tracking number once your order is dispatched. If you do not receive this email, please contact us at info@santosbymonica.com.

New York residents will be charged state tax (8.875%). Please note that our shipping partners do not operate on weekends or public holidays.

Shipping Policy

Once your item is shipped, we cannot be held responsible for it. Delivery times are estimates and not guaranteed. We do not refund original or return shipping costs unless the return is due to our error. We are not liable for packages lost in transit or delays beyond our control.

Please ensure the shipping address provided is accurate and secure. Santos By Mónica is not liable for delivery issues resulting from incorrect or incomplete addresses.

For high-value items, we recommend purchasing shipping insurance during checkout for additional peace of mind, as Santos By Mónica is not responsible for lost or stolen packages marked as delivered.

Lost Packages

If your package is marked as delivered but cannot be located, please contact the shipping carrier directly to file a claim. Santos By Mónica is not responsible for lost or stolen packages marked as delivered. We recommend providing a secure delivery address.

Return to Sender

We do not accept "Return to Sender" packages. Any items returned without prior approval will incur additional fees, and no refunds will be provided.

Pre-Order or Backstock Items

While we strive to meet the shipping timeframe specified on the product page, unforeseen delays may occur. In such cases, you will be notified via email with updated shipping estimates.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery at info@santosbymonica.com. Include your order number and photographs of the damage or defect. We will assess the issue and provide further instructions.

We aim to resolve claims for damaged or defective items within 5-7 business days after receiving the necessary information and photographs.

International Orders

International shipments may be subject to import taxes, customs duties, and fees upon arrival, which are determined by the destination country. These charges are the buyer's responsibility, and Santos By Mónica is not responsible for customs or import taxes.

It is the buyer’s responsibility to check with their local customs office to understand import duties, taxes, and fees prior to placing an order.

If a buyer refuses to pay these charges and the shipment is returned to us, we do not accept "Return to Sender" packages.

In such cases:

• The buyer will be responsible for all additional shipping and handling fees incurred.
• A restocking fee of 10% will be deducted from the remaining balance.
• Any remaining balance will be provided as store credit only.

Additionally, any items returned without prior approval will incur the same restocking fee and be issued as store credit only.

Cancellation

Orders cannot be canceled or changed once placed. This includes made-to-order items and international orders.

Made-to-Order Items

Once an order for a made-to-order item is placed and production begins, it cannot be canceled, changed, or refunded under any circumstances. These items are custom-crafted to your specifications, and production begins immediately upon receipt of your order.

By purchasing a made-to-order item, you acknowledge and agree to this policy.

Sale / Markdown Items

All items purchased at a discounted price during any sale or promotional campaign are final sale and cannot be returned or exchanged.

For made-to-order items:

• If purchased at full price, these items can be returned for store credit or exchanged if you are not satisfied with your purchase, provided they are in their original condition and packaging.
• If purchased under any sale or promotional campaign, made-to-order items are final sale and not eligible for returns or exchanges.

Please carefully review your order before completing your purchase during sale periods.

Returns and Exchanges

You may request an exchange or a return for store credit within 14 days of the date you receive your item. No refunds or price adjustments are offered. Store credit is valid for 12 months from the date of issuance.

Returns must be in their original, unworn, and unused condition, with all tags and packaging intact. Returns that show signs of wear, alteration, or damage will not be accepted.

All sales are final after 14 days from receipt of the item.

International Returns

If returning items from outside the US, you are responsible for covering the return shipping cost.

Organizing a Return

To initiate a return for store credit or an exchange, you must email your request and order number to info@santosbymonica.com within 14 days of receiving your order. Requests submitted after this period will not be accepted.

Once your return request is approved, a return label will be sent to you. You must drop off your return within 3 business days of receiving the return label. Failure to ship the item within this timeframe will result in the return request being voided.

Returns and Exchanges Timeline

• A return label will be sent to you within 2-3 business days of your request.
• We will notify you upon receiving your return.
• Store credit will be emailed to you within 2-3 business days.

Cost of a Return

• Within the US: Complimentary prepaid return label.
• International: The customer covers the return shipping cost.

Policy Changes

We may update our policies periodically. Changes are effective immediately upon posting. We will notify users of significant changes, but it is your responsibility to review any modifications. Continued use of our site indicates acceptance of the updated policies.

Disclaimer

Santos By Mónica reserves the right to update, change, or replace any part of this policy at our sole discretion. In the event of a dispute, our decision will be final.

Customer Agreement

By placing an order on www.santosbymonica.com, you acknowledge and agree to the terms outlined in our Shipping and Returns Policy.