Shipping policy

Shipping Policy – Santas Warehouse

Last updated: August 18, 2026

At Santas Warehouse, we make every reasonable effort to process each order carefully and have it delivered correctly to our customers.

This Shipping Policy explains how we handle order processing, shipping, delivery, tracking and possible delivery problems.

Nothing in this Shipping Policy excludes, restricts or limits any mandatory consumer right or remedy that cannot lawfully be excluded, restricted or limited.

1. Order Processing

Orders are processed within the processing time stated on the website, product page or during checkout.

The processing time begins after:

the order has been placed successfully;
payment has been received or approved;
all required order and address details are complete; and
any payment or fraud checks have been completed.

Orders placed during a weekend or public holiday may be processed on the next working day.

Due to international processing, public holidays in the country where the fulfilment warehouse is located may also affect the processing time.

The processing time is separate from the actual shipping time. Shipping time begins after the parcel has been received by the carrier.

2. Changing or Cancelling an Order

If you wish to change or cancel an order, contact us as soon as possible at:

info@santas-warehouse.com

We will try to change or cancel an order if it has not yet been processed, but we cannot guarantee that this will still be possible.

Once an order has been processed, packed or transferred to a logistics provider, the delivery address may no longer be changeable and the shipment may no longer be capable of being stopped.

If cancellation before shipment is no longer possible, you may exercise the statutory right of withdrawal after receiving the order, as described in our Return and Refund Policy.

3. International Processing and Shipping

Santas Warehouse sells products to customers in multiple countries.

Orders may be processed and shipped directly from an international fulfilment or distribution warehouse outside the European Union.

As a result, the following may differ between orders:

the carrier;
the shipping route;
the packaging;
the country of dispatch;
the tracking website;
the local delivery service; and
the total delivery time.

The fact that an order is shipped from an international warehouse does not change Santas Warehouse's responsibility for proper performance of the order.

Santas Warehouse remains the customer's point of contact for questions, complaints and delivery problems.

4. Estimated Delivery Time

The estimated delivery time is stated on the product page, during checkout or in the order confirmation.

Any stated delivery time is an estimate and not a guaranteed delivery date unless a fixed delivery date has been expressly agreed in writing.

The total delivery time consists of:

order processing time;
international transport time;
any customs or safety inspections; and
delivery by the local carrier.

The actual delivery time may vary due to circumstances including:

carrier congestion;
international transport delays;
customs inspections;
safety inspections;
weather conditions;
strikes;
local public holidays;
government measures;
import or export restrictions;
incorrect or incomplete address information;
delays by the local delivery service; and
exceptional congestion around public holidays, Christmas, seasonal peaks or promotional campaigns.

The seasonal nature of a product or the fact that it is intended as a Christmas or other time-sensitive gift does not, by itself, create a guaranteed delivery date. If delivery before a specific date is essential, the customer must communicate this before ordering and Santas Warehouse must expressly accept that fixed date.

Santas Warehouse will make reasonable efforts to inform customers about a known and significant delay.

5. Delayed Orders

A limited delay does not automatically entitle the customer to compensation.

If an order is not delivered within the agreed period or the period required by applicable law, the customer may request in writing that Santas Warehouse deliver the order within a reasonable additional period.

If Santas Warehouse does not deliver within that additional period, the customer may terminate the agreement to the extent permitted by law.

An additional period is not always required where:

Santas Warehouse clearly states that it can no longer deliver;
delivery before a specific date was essential; or
the customer clearly communicated the essential delivery date before ordering and Santas Warehouse accepted it.

Following a valid termination due to non-delivery, the amounts paid for the affected products will be refunded.

6. Shipping Confirmation and Tracking

Once the order has been shipped, the customer will generally receive a shipping confirmation by email.

Where tracking is available, the email will contain a track-and-trace code or a link through which the shipment can be followed.

It may take some time after shipment for the carrier to update the tracking information.

During international shipping, a parcel may:

receive a new local tracking code;
temporarily show no new scan;
be handled by several carriers; or
be scanned again only after reaching the destination country.

A temporary absence of tracking updates does not automatically mean that the parcel has been lost.

Tracking information is supplied by carriers and may be delayed, incomplete or temporarily inaccurate. Santas Warehouse will assess delivery issues using all reasonably available information rather than relying solely on a single tracking status.

7. Multiple Parcels

Products from a single order may be packed and shipped separately.

This may occur, for example, where:

products are shipped from different warehouses;
products have different dimensions or shipping requirements;
a product becomes available later;
certain electrical or rechargeable products must be transported separately; or
different logistics providers are used.

As a result, products from the same order may be delivered on different days and may have different tracking codes.

If you have received only part of your order, first check whether you received several tracking codes.

8. Electrical, Rechargeable, Fragile and Non-Electrical Products

Some products sold by Santas Warehouse may contain electrical components, batteries or rechargeable batteries.

Additional transport and safety requirements may apply to these products. As a result:

a different carrier may be used;
an alternative shipping route may be required;
an additional inspection may take place;
delivery may take longer; or
shipping to certain countries or areas may be restricted.

Fragile, oversized or non-electrical products may also require different packaging, carriers, routes or handling because of their dimensions, materials, breakability, weight or local transport restrictions.

If a product cannot lawfully or safely be shipped to the specified country or area, Santas Warehouse will contact the customer to discuss an appropriate solution.

If delivery proves impossible, the order for the affected product will be cancelled and refunded.

Transport restrictions or alternative routing do not reduce Santas Warehouse's obligation to ensure that products are suitably packaged and that mandatory delivery and consumer rights are respected.

9. Import Duties, VAT and Customs Charges

Because orders may be shipped from an international warehouse, local authorities in certain countries may charge import duties, import VAT, customs-clearance fees or other customs charges.

Unless such charges are expressly stated to be included at checkout, they may be collected directly from the recipient by the carrier or local authorities.

The amount and application of these charges are determined by the authorities in the destination country and are outside the direct control of Santas Warehouse.

The customer is responsible for checking the import rules that apply in the destination country.

Import duties, taxes or customs-clearance charges collected by local authorities generally cannot be refunded by Santas Warehouse. Any request for reimbursement must be submitted to the relevant authority.

Santas Warehouse will clearly display any charges imposed by Santas Warehouse itself during checkout before the order is completed.

10. Shipping Costs

Any shipping costs will be shown during checkout before the order is placed.

Shipping costs may depend on:

the destination country;
the weight and dimensions of the parcel;
the number of products ordered;
the selected shipping method; and
any logistical or product-specific restrictions.

Free-shipping promotions will be clearly stated on the website.

Free shipping applies only to the original shipment to the customer. Return shipping costs when exercising the right of withdrawal may be payable by the customer, as described in the Return and Refund Policy.

11. Correct Delivery Address

The customer is responsible for providing correct and complete delivery information.

Before completing the order, carefully check:

the recipient's full name;
street name;
house number;
any house-number, unit or apartment addition;
postcode;
city or town;
state, province or region, where required;
country;
telephone number; and
email address.

To the fullest extent permitted by applicable law, Santas Warehouse is not responsible for a delay or failed delivery caused by incorrect or incomplete information supplied by the customer.

If a parcel is returned or must be reshipped for this reason, reasonable reshipping and additional processing costs may be charged to the customer.

This does not apply where the address error was caused by Santas Warehouse or a party engaged by Santas Warehouse.

12. Address Changes After Ordering

If there is an error in the delivery address, contact us as soon as possible at:

info@santas-warehouse.com

We will try to correct the address if the order has not yet been processed.

Santas Warehouse cannot guarantee that an address can still be changed after:

the order has been processed;
the shipping label has been created;
the parcel has been packed; or
the parcel has been transferred to the carrier.

To the fullest extent permitted by applicable law, Santas Warehouse is not responsible for a parcel delivered to the address originally supplied by the customer where an address change could no longer be processed in time.

13. Recipient Unavailable or Failed Delivery Attempt

If nobody is available to receive the parcel, the carrier may:

make another delivery attempt;
deliver the parcel to neighbours;
leave the parcel in a safe place;
take the parcel to a collection point;
request additional delivery instructions; or
return the parcel to the sender.

The customer is responsible for monitoring the tracking information and collecting a parcel from a collection point within the stated period.

If a parcel is not collected or cannot be delivered after several attempts, reasonable return-processing or reshipping costs may be charged to the extent permitted by applicable law.

Failing to collect or refusing a parcel does not automatically constitute a valid exercise of the right of withdrawal. The customer must also clearly inform Santas Warehouse that they wish to withdraw from the agreement.

14. Delivery to Neighbours or a Safe Place

Depending on the carrier and local delivery rules, a parcel may be delivered:

to the recipient;
to a household member;
to neighbours;
to a reception desk;
to a collection point; or
to a safe place selected or authorised by the customer.

If the customer expressly authorises a parcel to be left without a signature in a specific place, that authorisation may affect the assessment of loss or theft after the parcel has demonstrably been placed there.

Santas Warehouse will assess such situations individually using the tracking information, delivery details, any delivery photograph, the customer's instructions and other available evidence.

Nothing in this section transfers transport risk to the customer before the time at which applicable law permits that risk to pass.

15. Risk During Transport

Where Santas Warehouse selects the carrier and arranges shipping, the risk of loss or damage during transport remains with Santas Warehouse until the customer or a third party designated by the customer, other than the carrier, has physically received the parcel.

The fact that an order has been transferred to the carrier does not, by itself, mean that transport risk automatically passes to the customer.

Where the customer independently engages a carrier that was not offered by Santas Warehouse, risk may pass once Santas Warehouse hands the parcel to that carrier, to the extent provided by applicable law.

16. Damaged Orders

Inspect the parcel and products as soon as reasonably possible after receipt.

If a product arrives damaged, contact us as soon as possible and preferably within 48 hours at:

info@santas-warehouse.com

Please include:

your full name;
your order number;
the product that was damaged;
a clear description of the damage;
photographs of the product;
photographs of the inner and outer packaging;
a photograph of the shipping label; and
where necessary, a short video showing the issue.

Do not discard the packaging or damaged product before the report has been handled. They may be required for an investigation by the carrier or supplier.

The 48-hour period is intended to enable shipping damage to be investigated promptly. Failure to report the damage within 48 hours does not automatically cause statutory rights to expire.

Do not continue using any damaged, leaking, swollen, overheated or potentially unsafe electrical product. Do not assemble, mount, hang, load or otherwise use a damaged non-electrical product where doing so could cause further damage or injury.

17. Missing or Incorrectly Supplied Products

If an order is incomplete or contains an incorrect product, first check:

whether the order is being delivered in several parcels;
whether there are several tracking codes;
whether another parcel is still in transit; and
the contents of all packaging materials.

Then contact info@santas-warehouse.com and include:

the order number;
the products that are missing;
the products that were supplied incorrectly;
photographs of the contents received;
a photograph of the shipping label; and
a photograph of the packaging.

If Santas Warehouse establishes that a product is missing or was supplied incorrectly, an appropriate remedy will be provided free of charge.

18. Tracking States “Delivered”, but Nothing Was Received

If tracking states that the parcel was delivered but you have not received it, first check:

the delivery address supplied;
your letterbox;
possible safe delivery locations;
the entrance, garden, shed or reception area;
whether a household member accepted the parcel;
whether the parcel was delivered to neighbours;
whether the carrier provided a delivery photograph; and
whether the parcel was taken to a collection point.

If you still cannot locate the parcel, contact info@santas-warehouse.com as soon as possible.

Santas Warehouse may then:

verify the delivery details;
contact the carrier;
open a delivery investigation;
request additional information; and
request a written declaration of non-receipt.

A replacement shipment or refund will be assessed after a sufficient investigation has taken place. The investigation will not be used to unreasonably delay or deny a mandatory consumer remedy.

19. Lost Shipments

A parcel is not automatically considered lost merely because tracking has temporarily stopped updating or the estimated delivery time has been exceeded by a limited period.

If a parcel shows no progress for an extended period, Santas Warehouse may open an investigation with the carrier.

The duration of the investigation depends on the carrier, destination country and international shipping route.

If the investigation establishes, or it must reasonably be assumed, that the order was lost during transport arranged by Santas Warehouse, Santas Warehouse will provide an appropriate remedy. This may consist of:

a replacement shipment free of charge; or
a refund of the amount paid for the undelivered products.

20. Theft After Delivery

If a parcel is demonstrably delivered correctly and is subsequently stolen, the circumstances will be assessed individually.

Santas Warehouse may ask the customer to:

provide a statement describing the circumstances;
provide camera footage or information from neighbours;
contact the carrier; or
report the suspected theft to the police.

If the customer expressly authorised the parcel to be left unattended or in an unsecured location, this may be considered when assessing responsibility after delivery.

Mandatory consumer rights always remain applicable.

21. Refused or Uncollected Shipments

If a parcel is refused or is not collected from a collection point in time, it may be returned.

For international shipments, this return process may take a considerable amount of time.

Santas Warehouse will process any refund after:

the return shipment has demonstrably been received; or
it has been sufficiently established that the shipment is on its way to the designated return location,

to the extent permitted by applicable law.

Reasonable costs directly caused by refusing or failing to collect a parcel may be deducted only where:

the customer may lawfully be required to bear those costs;
the customer was clearly informed in advance about that possibility; and
the costs were actually incurred.

22. Carrier Changes

Santas Warehouse cannot guarantee that a specific carrier will perform the entire delivery.

International shipments may be transferred to a local carrier during transport.

Santas Warehouse may change the carrier or shipping method where necessary for:

faster delivery;
availability;
safety;
local delivery;
customs processing; or
compliance with transport regulations.

Any change must not result in a material reduction in the delivery service agreed with the customer.

23. Force Majeure and External Circumstances

To the fullest extent permitted by applicable law, Santas Warehouse is not liable for loss caused solely by a delay resulting from circumstances outside its reasonable control.

Such circumstances may include:

natural disasters;
extreme weather;
war or civil unrest;
pandemics;
strikes;
government measures;
import or export prohibitions;
airport or port closures;
carrier disruptions;
customs blockages;
cyber incidents; or
logistics-system outages.

Santas Warehouse will continue making reasonable efforts to fulfil the order and will inform the customer where it becomes aware that delivery will be significantly affected.

If delivery becomes permanently impossible, the order for the undelivered products will be cancelled and refunded.

Force majeure does not exclude any mandatory right to terminate the agreement, obtain a refund for undelivered products or exercise another non-waivable consumer remedy.

24. Shipping-Related Limitation of Liability

To the fullest extent permitted by applicable law and subject to the mandatory rights and liabilities stated below, Santas Warehouse is not responsible for loss or damage to the extent caused by:

incorrect, incomplete or outdated delivery information supplied by the customer;
a delivery change that the customer requested after processing when that change could no longer reasonably be implemented;
failure to monitor tracking, respond to a carrier or collect a parcel on time;
refusal of delivery without clearly exercising a statutory right of withdrawal;
import restrictions, unpaid import charges or the customer's failure to comply with destination-country import rules;
a safe-place, neighbour, reception or unattended-delivery instruction selected or expressly authorised by the customer;
theft, loss or damage occurring after risk has lawfully passed to the customer;
inaccurate or delayed tracking information supplied by a carrier where Santas Warehouse did not cause or knowingly misrepresent the inaccuracy;
delays, inspections, rerouting or restrictions imposed by customs, carriers or public authorities outside Santas Warehouse's reasonable control; or
any other act, omission or circumstance attributable to the customer and not to a breach by Santas Warehouse.

Subject to any liability that cannot lawfully be excluded or limited:

Santas Warehouse is not liable for indirect, incidental, special, exemplary, punitive or consequential loss or damage arising from shipping or delivery;
Santas Warehouse is not liable for loss of profit, revenue, business, opportunity, goodwill, anticipated savings or data;
Santas Warehouse is not liable for disappointment, loss of enjoyment, missed events or the cost of alternative arrangements caused by delivery after an estimated date, unless a fixed essential delivery date was expressly agreed or applicable law provides otherwise;
Santas Warehouse is not liable for loss that was not reasonably foreseeable when the agreement was formed; and
Santas Warehouse's total aggregate liability relating to the shipping or delivery of an affected order will not exceed the amount paid for the affected products or, if greater, the minimum amount required by applicable law.

These exclusions and limitations do not apply to:

fraud, fraudulent misrepresentation or wilful misconduct by Santas Warehouse;
deliberate recklessness or gross negligence where liability cannot lawfully be limited;
death or personal injury for which Santas Warehouse is legally liable;
loss of or damage to goods while transport risk legally remains with Santas Warehouse;
mandatory product liability;
a statutory consumer guarantee, delivery right or remedy that cannot lawfully be excluded, restricted or limited; or
any other liability that applicable law does not permit Santas Warehouse to exclude or limit.

For EU and EEA consumers, transport risk for shipping arranged by Santas Warehouse remains with Santas Warehouse until physical possession is obtained as described in Section 15. Australian customers and customers in other jurisdictions retain all consumer guarantees and delivery remedies that cannot lawfully be excluded.

If a country, state or province does not allow a particular exclusion, limitation or liability cap, it will apply only to the maximum extent permitted there. Nothing in this Shipping Policy shortens a statutory limitation period, reverses a statutory burden of proof or requires a customer to waive a mandatory right.