Shipping & Returns

Shipping Times and Costs

Free Express Worldwide*

Delivery within 2/3 working days.**
We commit to shipping all orders within 24 hours, except under certain circumstances (availability of sizes/items, made-to-order productions). Please note that delivery times are estimated from the moment the order is shipped, not when it is placed. DHL courier delivers Monday through Friday. Delivery is not available on Saturdays, Sundays, or public holidays. We will send you the tracking number provided by the courier so you can monitor your shipment.


The shipping address of your order must match the country from which you placed the order. You can select the country from which to browse, using the "Country" selector located at the top left of every page on the site. To ensure a seamless and enjoyable shopping experience, we have included customs fees in the final price for some countries, with no extra charges. No unexpected costs upon delivery, just the pleasure and convenience of having everything delivered to your home. For international orders: we are active in many countries with specific store versions. To ship an order outside of Italy, you need to select the destination country from the link present on every page of the site. If you need assistance, contact our Personal Shopper service. *For deliveries that are expected to be delayed beyond the order placement date, we kindly ask you to notify us by sending an email to Personal Shopping Team. It is crucial to inform us promptly, as returns sent more than 14 days after the delivery date of the items will not be accepted.

 

**During the sales period, due to the high volume of orders, there may be delays in shipping and return processing.

Duties and Taxes

Genny ships to most destinations on a DDP (Delivery Duties Paid) basis. This means that all applicable taxes and duties are included in the final purchase price when you place your order and there are no additional costs due upon delivery.

If a DDU destination is selected (i.e. Brazil, Argentina, Chile, China, Australia, New Zealand, Puerto Rico, Hawaii, Alaska, Switzerland, Singapore, Republic of Korea, India, Taiwan Region - China, Thailand, Japan and Mexico), the price you pay to us will exclude all relevant import duties and sales taxes. As the recipient, you must pay these directly to our carrier to release your order from customs upon arrival.

For more details, please contact our Customer Service.

 

Returns

For the holiday season, we’re making returns even easier. Enjoy extended complimentary return services online until January 15th.

You can return any product for free within 14 days from the date of receipt
Products must be returned intact, in perfect condition, and unworn (including boxes, accessories, protections, labels, documentation, etc.) in their original packaging, accompanied by a copy of the invoice. Any product deemed damaged, used, incomplete, or dirty will not be eligible for a refund. It is crucial that the cardboard tag "Thank you for your purchase. Return will only be accepted if this tag remains attached." is not detached in any way from the garment. Garments or accessories returned without that tag will not be accepted and will be sent back to the sender without a possibility of a refund. We've strived to accurately represent the colors of our products on Genny.com. However, due to variations in computer, tablet, and mobile device screens, we cannot ensure that the colors you see will perfectly match the actual colors.

Genny.com is pleased to offer free return methods and costs.

Before sending the item back to us you must contact our Customer Service to issue authorization for the return.

Attach the adhesive label received in the original package, which includes our return shipping address, to the outside of box. If the a shipping label is needed, please contact our Customer Service Team.

Our Customer Service will send you the instructions to schedule the collection of the parcel at your preferred time and day.

If you are returning your package from outside the European Union, you will need to complete 4 copies. These documents are necessary for Customs clearance and have to be handed to the courier. Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.
Once your package reaches the warehouse, please allow 4/5 business days for your return to be processed.**

 

**During the sales period, due to the high volume of orders, there may be delays in shipping and return processing.

Refund

In the event of a return, the refund will be processed approximately within one week from the receipt of the product(s) at our warehouse. This refund may occur up to 30 days from receipt. The refund will be issued using the same payment method and in the same currency used at the time of the order payment.

Packaging and Gifts

All our products are delivered in a special wrapping which includes a gift box tied with satin ribbon or gift bag.