Customer service and faq

1How does your service work?
We try to make your life easier when travelling to Santorini with your baby or toddler! You can rent anything you may need from a selection of baby and toddler gear for your holidays and we will deliver and pick them up at the address you wish. For rental deliveries and pick-ups we deliver to any hotel-villa-apartment in Santorini. If you want to simply buy our products, we ship them everywhere in Greece or you can simply after the purchase take them with you overseas.
2How do I confirm my Reservation?
You can place your order directly on our website, contact us via e-mail at info@santorinitraveltots.com or call us at +30 6973585497. Our confirmation e-mail will arrive to you within 24 hours.
3What about the refundable security deposit?
All rental items have a refundable security deposit which is charged at the order stage, together with the rental value. This is simply to protect us against major damages to the products or theft. At the end of the rental period, when we pick-up the rental items, we inspect them against major damages. If there is simply normal wear and tear, the total security deposit/s you were charged with will be credited back to you within seven (7) working days from the pick-up date. So, please take care of the baby gear you hire and spend the extra money on your holidays! Please read the Rental Agreement for full details.
4How many days in advance should I place a rental order?
You are kindly requested to book at least 3 days in advance from the Delivery date. Only after recieving our confirmation e-mail (within 24hours) your order is considered confirmed.
5How do you deliver and pick up?
Deliveries and pick-ups of rental items take place any day of the week, between 9:00 am and 18.00 pm. Your order is delivered from us personally. Please note that it is important to select a 3 hour timeslot of your convenience for the delivery and pick-up and equally important that you will be present! Santorini Travel Tots does its best to deliver within your preferred timeslot. If we encounter any difficulty, we will contact you as early as possible to find together an appropriate solution.
6Can I rent a baby item of a specific brand?
Our rental service works exactly like car rentals. We group our rental products in classes and within each class we have and illustrate in our website specific brands, models and colours for illustration purposes. Due to availability and logistics, we cannot guarantee that a specific brand, model or colour of the product class will be delivered, but we do guarantee the delivery of your chosen product class. All our products are from well-known brands with high quality standards and comply with all European safety standards.
7How can I be sure that the baby gear you rent is clean and safe for my children?
At Santorini Travel Tots we treat the baby gear we rent as if our own children were using it. We also run a business and understand that your satisfaction is the key driver of our success. This means that rental items are always purchased new and from well-known brands. Rental items are carefully inspected, cleaned (steam cleaned to be exact) and sanitized (with non-aggressive chemicals) between hires. Rental items that do not function properly or do not meet anymore our safety and quality standards are replaced by new ones.
8How can I cancel a rental order?
Cancellation requests can be made only through e-mail at info@santorinitraveltots.com. For cancellation of rental orders by the Renter made up to ten (10) calendar days prior to Start Date of the agreement the total (100%) Rental Price (Rental Value, VAT and Security Deposit) will be refunded. For cancellations made less than ten (10) and up to five (5) calendar days prior to Start Date of the agreement 50% of the Rental Value and VAT and 100% of Security Deposit will be refunded. For cancellations made less than five (5) calendar days prior to Start Date of the agreement, then only the Refundable Security Deposit (100%) will be refunded. If Renter is not present (No Show) on Start date, Delivery Place and Delivery Time slot, then the total (100%) Rental Price (Rental Value, VAT and Refundable Security Deposit) will be withheld by Santorini Travel Tots, without the obligation to reschedule the appointment.
9How can I return an order?
You may return new, unopened items sold by Santorini Travel Tots within fourteen (14) days of delivery for a full refund. Refunds take place within seven (7) working days after Santorini Travel Tots receives and processes your return. The cost of returning goods to Santorini Travel Tots lies solely with you. We encourage you to keep the shipping receipt when returning goods to us. Goods can be returned to us after prior agreement and picked up from our representative at the point of the agreement.
10I need something that isn't featured on your website. Can you get it for me?
We are constantly trying to meet the needs of our clients. For special requests of this nature, please send us your request at info@santorinitraveltots.com with a 30 days notice and we try to get the item that you need.
11Do you install car seats?
No, we do not.
12What else do we need to know?
While we strive for perfection and excellence, mistakes can happen. We have small children of our own, so life can get pretty hectic these days! Always ensure that you have received an email confirmation in response to any order. We check our emails and voicemails regularly throughout the day, so if you are trying to reach us, know we will get back to you in a very timely manner!

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