Help Center (FAQs)

Welcome to the Santon Aura Fashions (SAF) Help Center. Here you will find quick answers to the most common questions about shopping on santonviva.com. If you still need help after reading this page, please contact us and we will be happy to assist you.

1. How do I create an account on santonviva.com?
Click on the My Account link on the website. You can register using your email address and a password. Once registered, you can log in, place orders, track your orders and view your order history.

2. I forgot my password. What should I do?
Go to the My Account page and click on “Lost your password?”. Enter your email address and you will receive a link to reset your password. If you do not see the email, please check your spam or promotions folder.

3. How do I place an order?
Browse the products, choose your size or options (if applicable), then click Add to cart. When you are ready, go to your cart and click Proceed to checkout. Fill in your delivery details, choose your payment method, review your order and click Place order.

4. How can I pay for my order?
You can pay securely online using MTN Mobile Money, Airtel Money, Visa, Mastercard and other options provided by Flutterwave during checkout. In some locations, Cash on Delivery (COD) may also be available. For more details, see our Payment & Refund Policy page.

5. Is it safe to pay online on santonviva.com?
Yes. All online payments on santonviva.com are processed securely by Flutterwave. Your payment details are encrypted and handled on their secure servers. Santon Aura Fashions does not store your card details on our website.

6. How long will delivery take?
Delivery time depends on your location and the product, but generally:

• Main town centers: about 1–3 working days after order confirmation.
• Other locations: about 3–7 working days.
  Public holidays, weekends and bad weather can affect delivery time. For more details, see our Delivery Information page.

7. How much is the delivery fee?
Delivery fees vary by location, product size and delivery method. The exact delivery fee will be shown at checkout before you confirm your order. In some promotions we may offer discounted or free delivery.

8. How do I track my order?
Go to the Track My Order page on santonviva.com. Enter your Order ID and Billing Email as shown on your order confirmation email. You will see the current status of your order. If you need extra help, contact us with your Order ID.

9. I received the wrong item or a damaged product. What should I do?
We are sorry for the inconvenience. Please contact us as soon as possible, within 7 days of delivery. Share your Order ID, clear photos of the item and a short explanation of the problem. Depending on the case, we may arrange a replacement, exchange or refund according to our Return Policy.

10. Can I return an item if I change my mind?
In some cases, returns for change of mind may be accepted if the product is unused, in its original packaging and with all tags attached, and if you contact us within the allowed period. Some items (such as underwear, certain beauty products or customized items) may not be returnable for hygiene or personalization reasons. Please read our Return Policy for full details.

11. Do you offer warranty on products?
Certain categories such as electronics and gadgets may come with a manufacturer or vendor warranty. If a warranty is available, it will be indicated on the product page. For more information on how warranties and repairs are handled, please see our Warranty & Repairs page.

12. How do I contact customer support?
If you have any questions about an order, payment, delivery or returns, you can reach us through:

Email: sales@santonviva.com
Phone / WhatsApp: +256 700 948 008
Or use the Contact Us page on santonviva.com.