Shipping policy
SHIPPING POLICY
Last updated: [DATE]
Thank you for shopping with Genoine. This Shipping Policy explains how we process, dispatch and deliver your order.
If you have any questions regarding your order or delivery, please contact us at support@genoine.com.
1. ORDER PROCESSING
Orders are normally processed within [1–3 business days] after your order has been successfully placed and payment has been confirmed.
Orders placed on weekends or public holidays may begin processing on the next business day.
During periods of high demand, promotional events or holidays, processing may take slightly longer.
Once your order has been dispatched, you will receive a confirmation email where available.
2. DELIVERY TIMES
We strive to process and ship your order as quickly as possible once your payment is confirmed.
Order processing takes 1–3 business days before shipment.
Once your item(s) are dispatched, the estimated delivery time is:
Once shipped out, please allow 3–9 business days for delivery.
So allow a total of 4-12 business days from the day of the purchase until you receive the products.
We ship Monday through Friday, excluding weekends and holidays.
We do NOT ship orders the same day.
You will receive a confirmation email with a tracking link once your order ships.
Please allow up to 48 hours to receive this shipping confirmation email.
Where UK consumer law applies, we aim to deliver your goods within the delivery period stated when you order and, unless a different period has been agreed with you, within 30 days of your order being accepted.
Delivery times may occasionally be affected by circumstances outside our reasonable control, including customs delays, courier disruptions, severe weather, public holidays or unusually high order volumes.
3. SHIPPING COSTS
Shipping charges, where applicable, will be clearly displayed at checkout before you complete your purchase.
We may offer free shipping on certain products, orders, countries or promotional offers.
Any applicable shipping cost will be shown before payment is taken.
4. TRACKING YOUR ORDER
Where tracking is available, you will receive tracking information by email after your order has been dispatched.
Please allow a short period after receiving your tracking information for the carrier's system to update.
If your tracking information has not updated for an extended period or you believe there may be an issue with your delivery, please contact us at support@genoine.com.
5. MULTIPLE PACKAGES
In some circumstances, items from the same order may be dispatched separately.
If this happens, your order may arrive in more than one package and packages may arrive on different days.
You will not be charged additional shipping fees unless this was clearly disclosed when placing your order.
6. DELIVERY ADDRESS
Please ensure that your delivery address is complete and accurate before placing your order.
If you notice an error in your address, contact us at support@genoine.com as soon as possible.
We will make reasonable efforts to update the address before dispatch, but we cannot guarantee that changes can be made after an order has entered processing or has been dispatched.
If an order is returned to us because an incorrect or incomplete address was provided, we will contact you regarding the available options.
Additional delivery charges may apply to resend an order where the incorrect address was supplied by the customer, where permitted by law.
7. DELAYED ORDERS
Occasional delivery delays can occur.
If your order has not arrived within the estimated delivery period, please:
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Check your tracking information;
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Check that the delivery address provided is correct;
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Check with household members, neighbours or any designated safe place; and
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Contact us at support@genoine.com if you are still unable to locate the parcel.
We will investigate the delivery with the relevant carrier where appropriate.
Nothing in this Shipping Policy affects any statutory rights you have where goods are delivered late or are not delivered.
8. LOST ORDERS
If your order appears to have been lost in transit, please contact us at support@genoine.com.
Where appropriate, we will investigate the shipment with the carrier.
If the parcel is confirmed as lost before delivery to you, we will provide an appropriate remedy in accordance with applicable consumer law, which may include a replacement or refund.
Goods remain at our risk until they are delivered into your physical possession, or the possession of a person you have nominated to receive them, except where you independently arrange a carrier that was not offered by us.
9. ORDERS MARKED AS DELIVERED
If your tracking information shows that your order has been delivered but you cannot locate it, please first:
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check around the delivery location;
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check any nominated safe place;
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ask members of your household;
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check with nearby neighbours; and
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review any delivery photograph or information provided by the carrier.
If you are still unable to locate the parcel, contact us at support@genoine.com as soon as possible and we will assist you with the carrier investigation.
A parcel being marked as delivered by a carrier does not automatically remove any rights you may have under applicable consumer law.
10. DAMAGED ITEMS
If your order arrives damaged, please contact us as soon as reasonably possible at support@genoine.com.
Please include:
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your order number;
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a description of the issue; and
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photographs of the damaged item and packaging where reasonably possible.
Photographs help us investigate the issue with our fulfilment or delivery partners, but your statutory consumer rights are not dependent solely on your ability to provide photographs.
11. CUSTOMS, DUTIES AND IMPORT TAXES
For international orders, customs duties, import taxes or other charges may apply depending on the destination country.
Where such charges are not included in the price paid to Genoine, they may be charged by the relevant local authority or carrier.
Where applicable, customers are responsible for import duties and taxes that were clearly disclosed as their responsibility before purchase.
Customs processing may also cause additional delivery delays.
12. REFUSED OR UNCLAIMED DELIVERIES
If a shipment is refused, repeatedly fails delivery or is not collected and is returned to us, please contact us.
Where permitted by law, reasonable delivery or redelivery costs may be deducted or charged where the failed delivery resulted from circumstances for which the customer was responsible.
This does not affect your statutory rights.
13. CANCELLATIONS
If you wish to cancel an order before it has been dispatched, please contact us at support@genoine.com as soon as possible.
We cannot guarantee that we will be able to stop an order once processing or dispatch has begun.
If the order has already been dispatched, you may still have cancellation and return rights under applicable consumer law and our Refund Policy.
14. RETURNS AND REFUNDS
This Shipping Policy should be read together with our Refund Policy.
For information about cancellations, returns, faulty items and refunds, please refer to our Refund Policy.
UK customers purchasing online generally have statutory cancellation rights for eligible goods in addition to rights relating to faulty or misdescribed products.
15. CONTACT US
If you have any questions regarding shipping or your order, please contact:
Genoine
Email: support@genoine.com