Shipping and Returns

Shipping 

Orders are processed, inspected and shipped from our offices in Brooklyn, New York and San Juan, Puerto Rico.

All of our items are made-to-order and require 7-14 business days to complete. Once your order is dispatched, you will receive a shipment confirmation email that includes a tracking number. If you have not received this email, please feel free to contact info@santosbymonica.com to check on the status of your order.

Please note that our shipping partners do not operate on weekends or public holidays.

Shipping Policies

Once an item is shipped, we are no longer responsible. We do not refund original or return shipping costs. Shipping costs will only be refunded if the return is a result of our error.

We do not refund for packages lost in transit. We are not responsible for delayed, lost, stolen or un-retrieved packages that have been confirmed as delivered. Please ensure your delivery address is correct and secure. Please note that some orders may experience delays that we have no control over.

Returns and Exchanges

Santos accepts returns for store credit or exchange of a full price unused merchandise within 7 days of receipt of your order. If our product does not meet your expectations, please reach out to us within 7 days and we will process your request. All items that are returned for exchange or store credit must have their original hang-tags and packaging.

Since we are a small company, covering the shipping expenses is your responsibility. We cannot accept responsibility for parcels lost in transit and you are advised to arrange your own insurance. Please email info@santosbymonica.com with your Order Number and Return Tracking Number and we will issue your refund in the form of store credit or exchange as soon as we receive the returned product.

Conditions

Please note that we will not accept returns or exchanges after 7 days of receiving your item. We hold the right to deny refunds if the product returned does not meet our return policy requirements.

Items that are incorrectly packaged and damaged in postage cannot be replaced. Additionally, items that have been worn or damaged either deliberately or by accident will not be accepted.

Damaged Items

If your item appears to be damaged, please email us right away at info@santosbymonica.com with your order number in the subject line of the email and an image of your damaged item to discuss possible options. We are happy to repair most manufacturing faults!

Sale / Markdown Items

Please note that all items marked down from their original price are final sale.

Items on Pre-Order or Back-Order

Items that are listed for pre-order or back-order require more time to be completed. Please note that you will be charged upon check-out and item will be shipped within the time frame listed on the product page.