FAQ

We are happy to refund or exchange any item within 14 days of delivery. If 14 days (21 for international orders) have passed since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unworn in it's original, undamaged, unwashed condition complete with the original packaging. If our customer care team feel any of these points are not met, it is at their discretion on whether the item is suitable for return. Should a refund be refused your item will be returned to you.

Please note we are unable to accept returns on any jewellery pieces including shoe charms and underwear sets or pieces for hygiene reasons.

We are very sorry that the item received is not in accordance.

Please contact the customer service department at
contact@genfrey.com to find the appropriate solution to your
problem. Please do not send your item back without confirmation from the
customer service and also indicate your order number to facilitate the
processing of your problem.

Some items are naturally oversized and others are true to size.

You can consult the size guides on the product pages to make sure you choose the right size.

Do you need more details about an article? Feel free to send us an email to contact@genfrey.com on the article you want to get more information about!

As soon as we receive the returned item, we will proceed to its refund as soon as possible. The customer service will confirm you the refund of your order as soon as it is done. The refund is made on the payment method used during the purchase and is effective within 5 to 10 days depending on your bank.

You may exchange an item within 14 days of receiving your order.

Please send an email with your order number and the item you wish to exchange to contact@genfrey.com

Customer service will confirm the possibility of an exchange with another item if the chosen size is still available.

As soon as we receive your order, our teams will prepare your order in our warehouses as soon as possible in order to transmit it to the carrier.
You will receive a shipping confirmation email containing your tracking link once your order has been processed internally. This delay may be extended during new collection releases and busy periods.

We deliver worldwide

Shipping varies depending on your destination country.

You can see the amount you have to pay after filling in your shipping information.

If you place an order outside the European Union, customs fees may apply. 

For all orders placed in Metropolitan France or the European Union
(excluding Switzerland and the United Kingdom), no customs fees are
required.

As soon as your order is shipped, you will receive an e-mail with a
tracking link that will allow you to follow the delivery of your order.
Do not hesitate to consult it regularly to be sure not to miss the
delivery of your order.

If your parcel cannot be delivered because you are not present, the
carrier will be able to offer you several solutions such as dropping it
off at a neighbor's house, dropping it off at a drop-off point or even
trying to deliver it again. Do not hesitate to look at your tracking
number in order to know more details about your delivery.

As previously announced, the delivery times are given as an indication
and are likely to vary according to the hazards that the carrier may
encounter during delivery. Do not hesitate to look at your tracking link
to know the progress of your delivery.

Since our orders are automatically transferred to the logistics
department, we unfortunately cannot cancel or modify an order that has already been validated. Please be sure of your information and ordered items during the purchase and before validation of the order.

You may have entered your email address incorrectly or the email may have gone to spam.

Please contact us at contact@genfrey.com to solve your problem.

Contact us with your order number at contact@genfrey.com to find a solution to your problem.

Just after the validation of your order you will receive by e-mail a summary of your order. Your order will be processed as quickly as possible by our teams. As soon as your order is shipped, you will receive a new e-mail containing your tracking number.

You can pay with your Visa, Mastercard, Apple Pay or Shop Pay via our world-renowned payment provider Shopify Payments ensuring the security of information exchanges.

This can be due to several things such as a credit card error or an item being out of stock. Please try again and double check your information.

If your bank account has been debited but you have not received any order or shipping confirmation, please contact us as soon as possible at contact@genfrey.com

For any problems related to payment, please contact us at contact@genfrey.com for more information.