DELIVERY & RETURNS
From date of receiving item you have 14 days to report any issues such as defects or damage to the packaging, damaged products or missing items within your order. After this period, we will not be held responsible for any issues. It is imperative when reporting any issues that you include photographs, this will enable us to conduct an investigation into the issue. To report any issues with your order, please email email@example.com with photos of the issue for reference.
You can return an online order within 30 days of receiving your order for an exchange or refund. If you request a refund of the original purchase price, this will be issued back to the original payment method (excluding the original postage that has been paid). Refunds will be issued if items are returned in their original unworn condition with original labels attached. Returns that are damaged, soiled, worn or altered will not be accepted and could be sent back to you. Unless the item is deemed faulty and a fault of GENZI London, the cost of postage will be deducted from any refund. Refunds will be processed within 10 working days from the time of receiving your item(s).
INTERNATIONAL DELIVERY International delivery times may vary depending on the country. Delivery times will be stated at the checkout. You can also track your parcel by clicking here.
INTERNATIONAL RETURNS You may return an international order within 30 days of receiving your order for an exchange or refund. To return an international order, please use the returns form.
EXCHANGES Got the wrong size? Picked the wrong colour? Don’t worry, you can exchange for an alternative item by filling out the exchange section of our returns form and return any item to us by post. When we receive your item, we aim to dispatch your exchange request within 10 working days. You will also receive a confirmation email from our Customer Service Team confirming receipt of your parcel.
FAULTY ITEMS If under the unfortunate circumstance that you receive an incorrect item or item you believe to be faulty, please contact our customer service team on firstname.lastname@example.org, who will be able to assist you further. We will then advise on how to proceed with the return. Upon GENZI London receiving your faulty/incorrect item, we will happily reimburse UK postage costs up to a value of £4.50 per parcel, dependent on size, weight and location.