FAQs

How can I contact customer support?

You can reach our customer support team at info@geniviev.com. We are here to assist you with any questions or concerns you may have regarding our products or services.

 

Do you offer international shipping?

Yes, we offer international shipping. Please check our shipping policy for more details on shipping rates and delivery times to your location.

Where do you ship from?

We ship from Hong Kong.

What is your return policy?

We have a 30-day return policy. To be eligible for a return, items must be in the same condition as received, unworn or unused, with tags, and in their original packaging. You will also need the receipt or proof of purchase. For items shipped to the European Union, a 14-day cooling-off period applies.

How do I initiate a return?

To initiate a return, please contact us at info@geniviev.com. We will provide you with a return shipping label and instructions on how to send your package back to us.

How long does it take to recieve a refund?

Once we have received and inspected your return, we will notify you of the approval status. If approved, refunds are processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to post the refund.

 

What? should I do if my item is defective or damaged? 

If you receive a defective or damaged item, please inspect your order upon reception and contact us immediately. We will evaluate the issue and work to resolve it promptly.

 

How long will it take to receive my order

Due to high demand, orders may take between 2-4 weeks to arrive.

What if I do not receive my order?

If you do not receive your order within 30 days after shipping, you are eligible for a full refund.

Can I change or cancel my order?

As we aim to process orders as fast as possible, you must request any changes /cancellations within 12 hours of ordering. All request after this time will be denied. Your order can be returned for a full refund after it is received.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in Euro, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which are determined by your local customs office. Payment of these charges and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

What payment methods do you accept?

We accept all major credit cards ( VISA, MasterCard, AMEX) and paypal payments.