FAQ

WHEN YOUR ORDER IS DISPATCHED, YOU WILL RECEIVE AN E-MAIL WITH THE TRACKING LINK FOR YOUR ORDER. YOU CAN ALWAYS CONTACT OUR CARRIER FOR MORE INFORMATION ABOUT THE DELIVERY OF YOUR PARCEL.

ORDERS ARE GENERALLY DELIVERED WITHIN 5 WORKING DAYS OF THE DISPATCH E-MAIL BEING SENT. DELIVERY TIMES ARE GIVEN AS AN INDICATION ONLY AND DO NOT TAKE INTO ACCOUNT ANY DELAYS CAUSED BY PAYMENT AUTHORISATION AND/OR STOCK AVAILABILITY AND/OR CUSTOMS CLEARANCE TIMES.

GEN FREY OFFERS DELIVERY IN FRANCE AND INTERNATIONALLY TO ALL COUNTRIES, EXCEPT IN SPECIAL SITUATIONS. YOU CAN CONTACT OUR CUSTOMER SERVICE FOR MORE INFORMATION.

PRE-ORDERED ITEMS WILL BE DELIVERED WITHIN 4 TO 6 WEEKS.

WE OFFER DELIVERY TO ANY PERSONAL POSTAL ADDRESS, WITH A SIGNATURE REQUIRED FOR DELIVERY. OUR ONLINE SHOP ALSO OFFERS DELIVERY TO A RELAYPOINT. YOUR PARCEL IS DELIVERED BY CHRONOPOST IN MAINLAND FRANCE AND BY UPS FOR THE REST OF THE WORLD.

WHEN YOUR ORDER IS DISPATCHED, YOU WILL RECEIVE AN E-MAIL WITH THE TRACKING LINK SO THAT YOU CAN FOLLOW ITS PROGRESS. ALL ORDERS ARE DISPATCHED BY OUR CARRIER AND ARE FULLY TRACEABLE ON THEIR WEBSITE, THANKS TO THE TRACKING LINK WE SEND YOU. YOU CAN ALWAYS CONTACT THEM IF YOU HAVE ANY QUESTIONS ABOUT YOUR SHIPMENT.

PLEASE CONTACT THE CARRIER OR OUR CUSTOMER SERVICE DEPARTMENT AT COMMERCIAL@GENFREY.COM

WHEN YOUR ORDER HAS BEEN CONFIRMED, YOU WILL RECEIVE A CONFIRMATION E-MAIL WITH THE ESSENTIAL INFORMATION ABOUT YOUR ORDER.

OUR ONLINE SHOP OFFERS A WIDE SELECTION OF ITEMS FROM THE LATEST GEN FREY COLLECTION, AND OUR CATALOGUE IS REGULARLY UPDATED WITH THE LATEST NEW ARRIVALS. IF THE ITEM YOU ARE LOOKING FOR ONLINE IS NOT AVAILABLE, PLEASE CONTACT US.

FOR MORE INFORMATION ABOUT SIZES, YOU CAN CONSULT THE SIZE GUIDE ON THE PAGE FOR EACH PRODUCT. YOU CAN ALSO CONTACT OUR CUSTOMER SERVICE DEPARTMENT FOR FURTHER ADVICE AND RECOMMENDATIONS.

YOU CAN PAY BY VISA, MASTERCARD AND AMERICAN EXPRESS. PAYMENT IS DEBITED FROM YOUR CARD ONCE YOU HAVE PLACED YOUR ORDER. YOU CAN ALSO PAY BY PAYMENT APPLICATION: VIA PAYPAL, ALIPAY, APPLE PAY (MOBILE) AND ANDROID PAY (MOBILE).

WE INVITE YOU TO REGISTER ON OUR WAITING LIST, IN THE PRODUCT FILE, SO THAT WE CAN INFORM YOU AS SOON AS THE ITEM IS AVAILABLE AGAIN.

IF YOUR PAYMENT IS REFUSED OR CANCELLED, PLEASE CONTACT YOUR BANK DIRECTLY.

FOR EACH ORDER PLACED AS A GUEST, YOU WILL RECEIVE AN INVOICE BY E-MAIL.

ORDERS PLACED THROUGH OUR ONLINE SHOP CANNOT BE CANCELLED OR MODIFIED. YOU WILL ALWAYS HAVE THE OPTION OF RETURNING YOUR ORDER WHEN YOU RECEIVE IT IF IT IS NOT TO YOUR LIKING.

WE OFFER AN EXCHANGE SERVICE. PLEASE SEND AN EMAIL WITH YOUR ORDER NUMBER TO COMMERCIAL@GENFREY.COM AND CUSTOMER SERVICE WILL CONFIRM THE POSSIBILITY OF AN EXCHANGE WITH ANOTHER ITEM IF THE CHOSEN SIZE IS STILL AVAILABLE.

YOU CAN RETURN YOUR ORDER WITHIN 14 DAYS OF RECEIPT. ITEMS MUST BE RETURNED TO US IN THEIR ORIGINAL PACKAGING, IN PERFECT CONDITION AND WITH ALL ACCESSORIES AND PACKAGING.

YOU ARE RESPONSIBLE FOR SHIPPING COSTS. THE RETURN OF THE NEW ARTICLE IS PAID BY GEN FREY.

IF YOU RECEIVE A DAMAGED PARCEL, WE INVITE YOU TO KEEP IT CAREFULLY AND TAKE PHOTOS OF THE BOX. YOU SHOULD THEN CONTACT OUR CUSTOMER SERVICE DEPARTMENT IF YOU NOTICE ANY ANOMALY IN THE ORDER RECEIVED.

YOU SHOULD CONTACT OUR CUSTOMER SERVICE DEPARTMENT BY E-MAIL. YOU HAVE 7 DAYS FROM RECEIPT OF THE ORDER TO NOTIFY OUR SERVICE OF A FAULT IN AN ITEM RECEIVED.