Delivery
Where do you ship to?
I ship worldwide except for a few countries and regions (for technical reasons).
I do not ship to Russia, Belarus, Ecuador, Cuba, Iran, North Korea, and Syria. Neither do I ship to the Ukrainian territories occupied by the Russian army: Crimea and the regions of Luhansk, Donetsk, Kherson, Zaporizhzhia, and Kharkiv (the list of these regions may change according to the war progress).
When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
- USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- International: 10–20 business days
Where will my order ship from?
I work with a fulfillment company having facilities worldwide. Your order will normally be shipped from the location nearest to you.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in my control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with me, please help me out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with me at genesinglemail ( at ) gmail ( dot ) com with your order number. If you did find a mistake in your delivery address, I can send you a replacement order, but shipping will be at your own cost.
Orders
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop me a line at genesinglemail ( at ) gmail ( dot ) com
I received a wrong/damaged product, what should I do?
I’m sorry if the product you ordered arrived damaged. To help me resolve this for you quickly, please email me at genesinglemail ( at ) gmail ( dot ) com within a weeks’ time with photos of the damaged product, your order number, and any other details you may have about your order. I’ll get back to you with a resolution as soon as possible!
Returns
What’s your return policy?
I don’t offer returns and exchanges, but if there’s something wrong with your order, please let me know by contacting me at genesinglemail ( at ) gmail ( dot ) com
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact me at genesinglemail ( at ) gmail ( dot ) com with photos of wrong/damaged items and I’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, I don’t offer exchanges. If you’re unsure which size would fit better, check out my sizing charts — I have one for every item listed on my store, in the product description section. Though rare, it’s possible that an item you ordered was mislabeled. If that’s the case, please let me know at genesinglemail ( at ) gmail ( dot ) com within a week after receiving your order. Include your order number and photos of the mislabeled item, and I’ll send you a new one, or issue a refund!
Return Policy
Any claims for misprinted/damaged/defective items must be submitted within 7 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 7 days after the estimated delivery date. Claims deemed an error on my part are covered at my expense.
If you notice an issue on the products or anything else on the order, please contact me as soon as possible at genesinglemail ( at ) gmail ( dot ) com
Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to the storage facility. You will be liable for reshipment costs once I have confirmed an updated address with you (if and as applicable).
Unclaimed – Shipments that go unclaimed are returned to the facility and you will be liable for the cost of a reshipment to you (if and as applicable).
I do not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.
Returned by Customer – Please contact me before returning any products. I do not refund orders for buyer’s remorse.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
- the supply of goods that are made to the consumer’s specifications or are clearly personalized;
- sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,
therefore I reserve rights to refuse returns at my sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Need help?
Contact me at genesinglemail ( at ) gmail ( dot ) com for questions related to refunds and returns.
