FAQs

Genoine — Frequently Asked Questions

How can I contact Genoine?

You can reach our support team anytime at support@genoine.com.
We’re always happy to help with questions about your order, products, or anything else you need.

Do you ship worldwide?

Yes! We ship to customers across the globe.

Where do you ship from?

All orders are fulfilled and shipped from our warehouse in Hong Kong.

Can I change or cancel my order?

We process orders quickly to get them to you as soon as possible.
If you need to make changes or cancel, please contact us within 12 hours of placing your order.

After 12 hours, your order may already be in processing and cannot be modified — but you can return it for a full refund once it arrives.

What payment methods do you accept?

We accept all major payment options:

  • VISA

  • Mastercard

  • American Express

  • PayPal

When will my order be processed?

Orders are processed Monday to Friday (excluding holidays).
Processing time is typically 1–3 business days, and your order will ship the next business day after processing.

During peak seasons (holidays, major sales), processing times may be slightly longer.

How long does shipping take?

Due to high demand, delivery times are usually:
→ 1–2 weeks depending on your location.

You will receive tracking information once your order has shipped.

What if I don’t receive my order?

If your package does not arrive within 30 days from the shipping date, you are eligible for a full refund.
Just contact us at support@genoine.com and we’ll take care of it.

Will I be charged customs or import taxes?

Our product prices are tax-free in GBP.
Depending on your country’s laws, you may be responsible for customs duties, taxes, or import fees when the package arrives.

These charges are determined by local customs authorities and are not covered by FightMonk.

If unsure, please contact your local customs office for details.

How do I return an item?

If you’d like to initiate a return, please email us at:
support@genoine.com
We’ll guide you through the simple return process.

What if the item I received is defective, incorrect, or damaged?

Please email us immediately with:

  • Your order number

  • Photos of the item(s)

  • A brief description of the issue

We will resolve the situation as quickly as possible, whether through a replacement or refund.

When will I receive my refund?

Refunds are issued to your original payment method.
Once we receive the returned item (or approve a cancellation), your refund is typically processed within 7–10 business days.

If the refund has not appeared after this timeframe, please check with your bank or credit card provider, as processing times may vary.