Frequently asked questions
When will I get my order?
Our products are printed and process in-house from Southampton, UK. We are a small team and work hard so you can receive your item as quickly as possible.
Upon placing your order you will receive a confirmation email. This may or may not follow with a processing email (this means we have acknowledged your order and it has been added to the print queue).
Please see below (Mon-Fri only):
- Processing time: 1-3 days (we aim for the first 24hrs)
- Print / Production time: 7-21 days (we aim for the first 7 days)
- Shipping time is dependent on the service you select at checkout.
We always aim to get your order to you as quickly as possible.
What is the return policy?
We do not accept common refunds as each item is printed or made to order. Once your package has been confirmed as delivered, we are unable to use refunds or replacements, except in rare circumstances.
However, in the unlikely event of a product fault, you can return the item for an exchange or in some cases a full refund based on the conclusion from our Customer Service Investigation.
This process will investigate whether it meets the guidelines of a 'faulty product'.
If you wish to raise a faulty product to our attention please email : hello@genesisworn.com
Our goal is for every customer to be totally satisfied with their purchase.
How do pre-orders work?
Pre-orders will be clearly labelled and highlighted in the item description.
Each item's production time will vary as manufacturing processes vary.
When you place a pre-order, you acknowledge it is a pre-order and that full payment is required upfront. Pre-orders cannot be refunded during the production stage.
We always aim to keep you updated within the process, and any further updates can be found in our Discord server on on our Instagram.
What are your customs and duty fee policies?
All International Customs & Duty fees are the full responsibility of the customer.
What is your shipping policy?
Shipping is calculated based on your location and the items in your order.
You will always know the shipping price before you purchase.
Once your item is in the hands of the courier, it is out of our system. We will always aim to help track it down, but this responsibility will rely on your initiative too.
Any lost parcels are unfortunately out of our control. We encourage you to contact the courier with the tracking number provided via email.
Shipping times are as follows:
Domestic (UK only)
- Express Delivery: 1-2 business days.
- Standard Delivery: 2-4 business days.
International
- Economy International: 10-15 business days.
- Standard International: 2-11 business days.
If your item is taking longer than expected please check the tracking number with the courier you have selected.
It is the customer's responsibility to ensure that your delivery address is accurate and secure. Genesis Worn is not liable for any items not received due to incorrect addresses.