Can’t find your answer in our FAQ support center? Contact Us.
How It Works
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- How does it work?After you place your online order, place your goods into your box(es) and bring your package to a local shipping facility.Our standard processing and repair time is estimated at 3 to 5 weeks. Once a repair order arrives at our facility, we will immediately send you an email notification to let you know it has been received. We will send you an additional email when the repair process has started and again when your item goods have been repaired and is are ready to be returned to you.You can track your repair by visiting us at:
https://www.santanaleathercare.com/my-account/orders
If you have any questions, please Contact Us.
- How long does it take to get my order back?Once a box arrives at our processing facility, our standard processing and repair time is estimated at 3 to 5 weeks. When your order arrives, we will immediately send you an email notification to let you know it has been received. As your order moves through our plant, we will send you an additional email when the repair process has started and again when your item has been repaired and is ready to be returned to you.Once we have received your order, you can track when we begin your repair by visiting us at:https://www.santanaleathercare.com/my-account/orders
If you have any questions, please Contact Us.
- Will my goods be safe in your facility?Yes, your high quality luxury leather goods will receive the utmost in care and security.
- We are an industry leader in high-end shoe, handbag and garment restoration and repair.
- We are trusted by the most famous fashion houses in the world, receiving more than 40,000 items a year.
- We have a secure facility. Your orders are processed in our safe, climate-controlled processing plant, located here in the United States.
- We utilize the latest in barcoding and tracking technology so we know exactly where your order is—and who is responsible for it—at every moment.
If you need some help, Contact Us.
About Repairs
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- What if I need rush work?You have the option to expedite your goods. This will move them through the repair process quicker once they arrive. You also have the option to choose expedited shipping for your goods to our facility and back.If you are unsure of the timeframe needed to repair your goods, please Contact Us.
- Is there a rush fee?Yes. We require extra processing when we override our regular schedule. The cost is $30 – $50 per item, depending on the type of item.
If you have any questions, please Contact Us. - Will you call me when my items are ready?Due to our high volume of repairs we cannot call individual customers when their items are ready. Rather, our system sends an email to you automatically when your items are received, when the repair process begins and again when your items are shipped back to you.If you have any questions, please Contact Us.
- What kind of repairs do you do?We have limited our focus to working on designer, high-end fashion shoes, boots, handbags, wallets, belts and leather garments.We can fix virtually any item: stains, cuts tears, shrinkage, marks, worn areas or abuse by pets. We have been recognized as one of the top leather repair facilities in the world.If you have any questions, please Contact Us or chat in real time with one of our experts.
- What does “premium custom repair” mean?Besides our regular repair packages, we can provide custom service for your repair. This means that if your items’ needs are not reflected in our repair package service, we will give you custom options, particularly aimed at your specific needs.If you have any questions, please Contact Us or chat in real time with one of our experts.
- Is your repair work guaranteed?We have a 14 day guarantee for our repairs except heels which cannot be guaranteed.If you have any questions, please Contact Us or chat in real time with one of our experts.
About Shipping
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- What are my shipping options and how much do they cost?We have 3 shipping options: regular, second day and overnight. Your cost depends on which option you choose, package size and weight, and where you are located. A single pair of women’s shoes can be shipped by package express for around $14. Please note, when sending a shoe for repair, ALWAYS send its mate as well. Sometimes we need to make changes that must be reflected in both shoes.If you have any questions, please Contact Us or chat in real time with one of our experts.
- Can you ship to Alaska, Hawaii or Canada?Yes, Alaska and Hawaii are considered domestic shipping. We can ship to Canada but you will need to use your own box and mail it to us by your domestic carrier. After repair, we will return your items via USPS (United States Postal Service).If you have any questions, please Contact Us or chat in real time with one of our experts.
- Are my items covered by insurance when I send them for repair?Santana Leather Care provides the service of repairing shoes, handbags, wallets, belts and garments. Santana Leather Care does NOT provide any services related to shipment of those items to or from its offices. For this reason, any services purchased from Santana Leather Care are made independently of a shipment contract. This means that the risk of loss for your items passes to Santana Leather Care only when they arrive at our offices, and the risk of loss passes back to you when we deliver your item to the shipping carrier (FedEx, UPS, USPS, etc.). BY SHIPPING ANY ITEM TO SANTANA LEATHER CARE, YOU ACKNOWLEDGE THAT SANTANA LEATHER CARE IS NOT RESPONSIBLE FOR LATE, LOST, DAMAGED OR MISDIRECTED MAIL. We are only responsible for your items while those items are in our possession. We recommend you discuss insurance options with the carrier you select. We recommend that you insure your items with your carrier. We offer an insurance option for repairs through this website.If you have any questions, please Contact Us or chat in real time with one of our experts.
- Can I track my order? Yes. You can track your shipment’s progress from your sending address to our facility by means of your carrier-assigned tracking number.Once we receive your items, you can see when your repair is begun by visiting: https://www.santanaleathercare.com/my-account/ordersYou can also track your item as it travels back to you from our service center by noting the carrier tracking number which we will supply you by email when your items are shipped.If you have any questions, please Contact Us or chat in real time with one of our experts.
- How do I proceed if I am unhappy with the results?If you feel our service did not meet your expectations, we are here to help you. Please contact our customer service team at customerservice@santanalc.comor chat with one of our specialists during office hours 9 a.m. to 5 p.m. Eastern Standard Time. Our team will be glad to look at your order and discuss options.If you have any questions, please Contact Us or chat in real time with one of our experts.
- What are my shipping options and how much do they cost?
Client Services
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- What do I do if I see an unauthorized charge to my credit card? An unauthorized charge is never something we intend, and we want to help you get it sorted out right away.If there is a charge from our company to your card that you did not authorize, please contact our Customer Support team.If you prefer to speak to a representative over the phone, our phone number is 919.521.8485. We are open Monday through Friday from 9 a.m. – 5 p.m. EST.We can also be reached by our live chat feature at the bottom right-hand corner of your screen.If you have any questions, please Contact Us or chat in real time with one of our experts.
- I would like to change or add items to my order. What should I do?If you want to make changes to your order or if you have any questions about the above information, feel free to contact our Customer Support team by email at customerservice@santanalc.com. Or, you can speak to a representative over the phone at 919.521.8485. We are open Monday through Friday from 9 a.m. – 5 p.m. EST.If you have any questions, please Contact Us or chat in real time with one of our experts.
- What forms of payment do you accept?We accept all major cards including Visa, American Express, MasterCard, and Discover.If you have any questions, please Contact Us or chat in real time with one of our experts.
- Can I call you?There are many ways you can contact us. If you prefer to speak to a representative over the phone, our phone number is 919.521.8485. We are open Monday through Friday from 9 a.m. – 5.p.m. EST. Additionally, you can chat here, or if you would like to email us, simply contact our Customer Support team.
- I have a problem with my order, what do I do? We are sorry to hear that, but we are happy to help. If something is missing or is not up to proper standards, we want to fix it.If you would like to email us, simply contact our Customer Support team. If you prefer to speak to a representative over the phone, our phone number is 919.521.8485. We are open Monday – Friday from 9 a.m. – 5 p.m. EST.Just let us know your order number, and we will be happy to help.
- I moved. How do I update my shipping address? Simply contact our Customer Support team or email them at customerservice@santanalc.com them. Let us know your order number, your current ZIP code, and your new address.We’ll get the information updated for your order right away.
- How do I email you about my order? Do you have a question or need info that you can’t find an answer to in our FAQ? Not a problem. For quick answers, simply email our Customer Support team.
- How do I cancel my order? We are able to cancel an order if we haven’t started the repair process. We will refund the total amount of your order minus the shipping charges. Once the repair process starts, we won’t be able to proceed with cancellations. If you prefer to speak to a representative over the phone, our phone number is 919.521.8485. We are open Monday – Friday from 9 a.m. – 5 p.m. EST. We can also be reached by our live chat feature at the bottom right-hand corner of your screen.
