Santokuknives Reviews 

Antwoord van Santokuknives

Geüpdatet op 4 jul 2026

Good Morning

Thank you for your review, and we're genuinely sorry your whetstone didn't arrive in time for either occasion. Missing a birthday and Christmas with the same gift is exactly the outcome we want to avoid, and we understand why that's so disappointing.

You're right to call out how we handled it. While courier delays over Christmas are real, pointing to them repeatedly isn't a resolution — it's an explanation, and you deserved more than that. Once an order is running late for a date that matters, our job is to fix it, not just account for it. We're sorry we fell short there.

For transparency, our Shipping and Delivery policy (https://santokuknives.co.uk/pages/shipping-and-delivery) does advise allowing extra time during peak periods like Christmas — but we recognise that's small comfort when a gift arrives late, and it's on us to set clearer expectations at the point of ordering during December.

Thank you so much for bringing this to our attention so that we can improve our service going forwards

With all kindest regards
Louise

Antwoord van Santokuknives

21 jan 2026

We’re very sorry to hear about your disappointment and understand how frustrating it is when an order doesn’t arrive in time for Christmas.

Without order details, we’re unable to review the specific circumstances of your purchase. However, our delivery estimates are clearly stated as 7–15 working days, with a notice advising that delays may occur during peak periods such as December, when courier networks experience significant seasonal pressure.

Regarding refunds, these are handled in line with our published returns and cancellation policy. If an order is already in transit, we’re often unable to cancel it immediately, but our support team will always advise on details for an order return (once received) for a swift refund.

We’re sorry that this experience didn’t meet expectations and appreciate your feedback.

Antwoord van Santokuknives

21 jan 2026

Thank you for your feedback, and we’re sorry for the frustration you experienced.

While our website operates on a .co.uk domain, at busy times many orders are despatched directly from our international warehouses. We serve customers worldwide, including the UK, USA, Australia, and Europe, and stock is fulfilled from different locations to meet global demand. This information, along with our estimated delivery timeframe of 7–15 working days, is clearly stated on our Shipping & Delivery page and FAQs, with a polite notice advising that delays may occur during particularly busy periods such as Christmas.

We’re sorry you experienced difficulty using the tracking feature on our website. We’re pleased that our customer service team was able to assist you promptly and provide the necessary information to help resolve this.

At present, we’re unable to offer telephone support, but we are available and responsive via email, website live chat, Instagram messages, and Facebook Messenger, allowing us to support customers across different time zones.

We appreciate you taking the time to share your experience, as feedback helps us continue to improve our service.

Antwoord van Santokuknives

21 jan 2026

Thank you for taking the time to leave a review. We’re genuinely sorry to hear that your experience did not meet expectations.

We want to clarify that our website clearly states an estimated delivery time of 7–15 working days, along with a notice advising customers to allow extra time for potential delays in shipping channels, particularly during busy periods such as Christmas. These timeframes are estimates, not guarantees, and are dependent on carrier performance once the order leaves our facility.

Regarding tracking information, we do not generate or manipulate tracking numbers. All tracking details are issued directly by the courier, and updates are controlled entirely by them. In some cases, tracking may take time to activate or update, especially during peak shipping periods, which can understandably be frustrating.

That said, we acknowledge that communication during delays is important, and we are continuously working to improve how we keep customers informed when issues arise. We appreciate your feedback, as it helps us improve our service moving forward.

Antwoord van Santokuknives

17 okt 2025

Good Morning Mr Lecki,

We’re very sorry to hear about your experience. Your order was acknowledged as lost in transit, and we refunded you in full as soon as this was confirmed by the courier.

We also regret that you felt the need to single out a member of our team by name. Our staff work hard to resolve customer issues promptly and respectfully, and we stand by their professionalism.

While delivery issues are thankfully rare, they can occasionally occur — and when they do, we always ensure customers are refunded or replaced in full.

Kind regards,
Louise

Antwoord van Santokuknives

17 okt 2025

Hi 'London',

We’re very sorry to hear about your experience, but we would never fail to deliver or refuse a genuine refund or replacement — to do so would be fraud and completely against the law.

We also do not “fob off” or stop replying to any genuine customer enquiries. If you’ve not received a response, it’s possible our messages have gone to your spam folder or there’s been a communication issue.

Please contact us directly at support@santokuknives.co.uk with your order number so we can investigate and resolve this immediately. We take every order seriously and want to ensure this is put right for you.

Kind regards,
Louise

Antwoord van Santokuknives

22 jul 2025

Thank you for your review.

Unfortunately, we had confirmation from three separate and independent tracking systems that your full order had been delivered successfully on 5th June.

As you had not purchased the Insured Shipping, it left us in a very difficult situation, which we needed to fully investigate.

However, your full order has now been fully refunded.

Please do contact us if we can help you further with anything at all.
With all kindest regards

Lucy

Antwoord van Santokuknives

Geüpdatet op 22 jul 2025

We are so pleased to see that your order was delivered successfully to you on 2nd May

With all kindest regards

Lucy

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Dear Mr Clinch,

Thank you for updating your review — we appreciate you taking the time to share your feedback.

Just to clarify, we haven’t been using Trustpilot to provide updates. Instead, we’ve been in regular contact with you directly via email using the contact details given with your order.

We have sent you three emails on 27th April; one on 28th April confirming the next steps, the offer of a prepaid return label for a full refund upon receipt of the order, and confirmation of a 20% refund. We also sent two further emails on 29th April with additional information.

As noted in our email correspondence and outlined on our website, delivery can take up to 15 working days, with a small possibility of delays around public holidays. We’re very sorry your order has been affected and as confirmed in our emails, we are closely monitoring the tracking each day to ensure it reaches you safely.

Thank you again for your understanding. We will be in touch again tomorrow via email with an update.

Best regards,
Lucy

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Thank you for your review Mr Clinch. We’re sorry for any concern caused by the delivery time.

Just to clarify, we do advise a standard timeframe of 7–15 working days, which includes fulfilment. We also kindly note that occasional delays can occur due to public holidays.

Your parcel was dispatched from us on the 8th of April. Tracking shows it arrived in Ireland on the 18th of April, which fell on Good Friday, just as the Easter weekend began (18th–21st April).

With public holidays now behind us, the tracking should update shortly to confirm your parcel is out for delivery. We appreciate your patience, and please don’t hesitate to reach out if you need further help.

With all kindest regards
Lucy

Antwoord van Santokuknives

31 mrt 2025

Thank you for your post

Please could you confirm your order details as we do not have any orders in our system for 'Oscar Melmouth'?

Thank you ever so much

Please note that we do not take part in or entertain any 'scams' - we are a family company based in South Leicestershire from where we fulfil as many orders as we can - some other orders are shipped directly from our international warehouse, in the interest of speed and carbon footprints, as a lot of our customers are based in Australia, USA and South America.

We do receive a number of enquiries pertaining to a different company with a similar name to ours, and wish to alert customers to this so that they can resolve any issues they are facing with the correct company, and as quickly as possible.

Please do come back to us as soon as possible Mr Melmouth so that we can assist you as quickly as we can.

With all kindest regards
Lucy

Antwoord van Santokuknives

Geüpdatet op 31 mrt 2025

Good Afternoon

We are sorry that you have not come back to us with more details

Please could we ask you to check that your order is with us here at SANTOKUKNIVES.CO.UK and not with a completely different company called SAKUTO?

Unfortunately we receive a lot of enquiries which are actually for SAKUTO knives, after they set up in business after us, selling similar styles...

If your order is indeed with us at SANTOKUKNIVES.co.uk, please do come back to us urgently so that we can resolve any issue for your urgently as customer satisfaction is our priority.

Thank you ever so much

Kindest regards

Lucy

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Thank you for your review

Please could you confirm the order number (SK#6****) and full name under which the order was placed so that we can look into this for you?

We have done a thorough search of our order system and communications system and do not have any orders/communication for 'Fiona Stephenson'

Thank you