FAQ

Orders & Shipping

How do I place an order?

To place an order, select the SANTELAY product you would like to purchase, review the available options, add the item to your shopping cart, and complete the checkout process.

Once your order has been successfully placed, an order confirmation email will be sent to the email address provided during checkout.

Can I change or cancel my order?

If you need to modify or cancel your order, please contact us as soon as possible after placing your order.

We will make reasonable efforts to assist before the order enters the fulfillment process. However, once an order has entered processing, packing, shipping preparation, or dispatch, we cannot guarantee that changes or cancellations can be completed.

How do I track my order?

Once tracking information becomes available, we will send a shipping confirmation email to the email address provided during checkout.

Please note that tracking updates may take some time to appear after a shipping label has been created. Tracking frequency may vary depending on the carrier and destination.

When will my order arrive?

Delivery times depend on your destination, carrier operations, customs processing, local delivery conditions, holidays, and other external factors.

Order processing times and estimated shipping periods are provided in our Shipping Policy.

All delivery timeframes are estimates and are not guaranteed delivery dates.

What should I do if my order arrives damaged, incorrect, or incomplete?

If your SANTELAY product arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible.

To help us review the issue efficiently, please provide:

  • Your order number
  • Clear photos of the product
  • Photos of the packaging
  • A photo of the shipping label, if available
  • A short video if the issue relates to product condition, assembly, or product details

Our support team will review the information provided and guide you through the appropriate next steps.

Product Support

What types of products does SANTELAY offer?

SANTELAY offers a curated collection of botanical home products designed to bring natural beauty, balance, and elegance into modern living spaces.

Our collection includes:

  • Modern planters
  • Decorative plant containers
  • Plant display stands
  • Botanical home accents
  • Indoor plant decoration pieces
  • Contemporary nature-inspired decor

Available products may change as new collections and designs are introduced.

Are SANTELAY products made with different materials and finishes?

Materials, finishes, textures, colors, and construction details may vary depending on each product design.

Due to manufacturing processes and natural material characteristics, slight differences in:

  • Shape
  • Texture
  • Color
  • Surface finish
  • Decorative details
  • Natural patterns

may occur between individual products or production batches.

These subtle variations are normal characteristics of crafted products and do not necessarily indicate a product defect.

Will the product look exactly like the photos?

We make every effort to display product colors, textures, proportions, and finishes as accurately as possible.

However, the actual appearance may vary slightly due to:

  • Screen settings
  • Lighting conditions
  • Photography environment
  • Material characteristics
  • Manufacturing variations
  • Product batches

Please review the individual product page for detailed product information before purchasing.

How should I care for SANTELAY products?

For most SANTELAY products:

  • Handle products carefully to avoid impact or damage.
  • Keep products clean and dry.
  • Use a soft cloth for regular cleaning.
  • Avoid harsh chemical cleaners.
  • Avoid excessive moisture unless the product is specifically designed for it.
  • Follow any product-specific care instructions included with your purchase.

Proper care helps maintain the appearance and quality of your SANTELAY pieces over time.

How should I care for planters and plant display products?

For products designed for plants and botanical displays:

  • Choose suitable plants according to product size and structure.
  • Avoid excessive water accumulation when using indoor planters.
  • Use appropriate drainage solutions where applicable.
  • Clean surfaces regularly to prevent dust buildup.
  • Avoid placing products in unsuitable environments that may affect materials.

Care instructions may vary depending on the product material and design.

What should I do if my product has an issue?

If your SANTELAY product experiences a problem, please inspect the product carefully and avoid forcing, modifying, or repairing the item without guidance.

Where applicable, check:

  • Product condition
  • Assembly details
  • Placement environment
  • Product accessories
  • Usage instructions

If the issue continues, please contact our customer support team.

Can I use SANTELAY products outdoors?

Unless a product page specifically states otherwise, SANTELAY products are primarily designed for indoor decorative use.

We recommend protecting products from unnecessary exposure to:

  • Heavy rain
  • Excessive moisture
  • Extreme temperatures
  • Direct sunlight for extended periods
  • Harsh chemicals

Any outdoor-use or weather-resistant claim applies only where specifically stated on the individual product page.

Are product dimensions exact?

Product dimensions shown on our website are intended to provide a helpful reference.

Small variations may occur due to manufacturing methods, product structure, and measurement techniques.

Please review the individual product page for detailed specifications.

Returns & Warranty

What is your return process?

Before returning any product, please review our Return & Refund Policy and contact our customer support team to receive return instructions.

Returns sent without prior authorization or without following the provided instructions may not be accepted.

Does SANTELAY offer a warranty?

Eligible SANTELAY products may be covered by limited product support for qualifying defects in materials or workmanship during normal intended use.

The applicable support period, where offered, will be stated on the relevant product page, product documentation, or order information.

For additional details, please review our Product Support & Care information.

What should I do if my product develops a problem?

If your SANTELAY product experiences an issue involving materials, structure, assembly, or product condition, please avoid modifying or repairing the affected product without contacting us first.

If the problem continues, please contact:

Email: service@santelay.com

Please include:

  • Your order number
  • Product name
  • A description of the issue
  • Clear photos where relevant
  • A short video demonstrating the problem where possible

This information will help our support team review your request more efficiently.

Payments

What payment methods do you accept?

Available payment methods are displayed during checkout.

Prices are displayed and processed in U.S. dollars (USD). Payment options may vary depending on your location, device, and available payment services at the time of purchase.

Is my payment information secure?

Payments are processed through the payment methods and payment service providers displayed during checkout.

SANTELAY does not request customers to send complete payment card information through email or customer support messages.

For additional information, please review our Payment & Security Policy.

Product Information

Where can I find detailed product specifications?

Product-specific information is provided on each individual product page and may include:

  • Product dimensions
  • Materials
  • Colors and finishes
  • Product features
  • Assembly information
  • Included accessories
  • Care instructions
  • Recommended usage

Because specifications vary between products, please review the relevant product page before purchasing.

Can colors or textures look different in person?

Yes. Product colors, finishes, and textures may appear slightly different depending on:

  • Screen settings
  • Room lighting
  • Photography conditions
  • Product materials
  • Manufacturing characteristics

We aim to represent each product as accurately as reasonably possible.

Do SANTELAY products have identical finishes and details?

Not necessarily.

Products featuring natural textures, handcrafted-style finishes, unique shapes, or decorative details may show slight differences between individual products or production batches.

These variations are considered natural characteristics of designed products and do not necessarily indicate a defect.

Contact Us

If you have questions about your order, shipping, returns, product care, product specifications, warranty support, or product usage, please contact us:

Email: service@santelay.com

For order-related inquiries, please include your order number whenever possible.

For product support, including your product name and a short description of the issue will help us assist you more efficiently.

Brand: SANTELAY

Website: santelay.com

Legal Entity:
Chongqing Yexi Trading Co., Ltd.

Registered Address:
No. 1, Floors 1–3, Building 8, Fengmao Baisha Standard Factory,
No. 9 Hexie Road, Baisha Industrial Park,
Baisha Town, Jiangjin District,
Chongqing, China

Unified Social Credit Code:
91500116MAE97HDAXG

Customer Support Email:
service@santelay.com

Phone:
N/A

SANTELAY — Thoughtfully Designed Spaces Inspired by Nature.

Discover new botanical collections, thoughtfully designed planters, and nature-inspired decor from SANTELAY.