FAQs
SUSTAINABILITY
How does Genes promote sustainability?
We seek to encourage people to select clothes rather than accumulate them. That is why we design and produce timeless pieces that can be worn and kept in good condition over the years. We use 100% natural fibers and have a limited stock per piece. Additionally, we make a detailed demand projection to avoid overproduction and to generate the least amout of waste possible, and all our packaging has a "mission": with each piece, you can find care instructions our spare thread, and we encourage you to recycle any box or bag in which your order was shipped.
ONLINE ORDERS
How will I know if my order is confirmed?
Once we get your order in genesbrand.com, a confirmation email will be sent to you. if you have not received it or have registered a wrong email, please contact our team through Instagram (genesbrand) or by email (info@genesbrand.pe)
When will I receive my order?
Since it is an international shipping, it will most likely take 2 to 3 days to process the order and between 4 and 10 business days to arrive at your door. Your tracking number will be emailed to you.
Where do you ship from and where do you ship to?
Our shipping center and headquarters are located in Lima, Peru. We currently ship to all the locations that can be found in the checkout section of our page.
It is my first purchase. Do I get any discount code?
Yes! You can subscribe to our newsletter here and get a 10% off discount code on your first purchase.
Where can I apply my discount code?
If you have a valid discount code, you can enter it in your shopping cart or while you are checking out.
Are there any additional costs for my purchase?
Shipping has an additional cost if your order is under $299. You can check the shipping prices by country in our checkout section. Also, if applicable, our customers are responsible of import taxes and duties. Please, check out customs clearance and imports fees with local authorities. Additional shipping costs, such as failed delivery attempts, are to be paid by the customer. That said, if the customer provides an incorrect address, Genes will not be made responsible for the loss, delay or additional costs of the delivery, and will not make any refunds.
Can I change my order?
If your order has not been picked up by our shipping provider, you have the possibility of contacting us to request a change in the products you bought. It is important to consider that no partial or full refund will be made once the order is confirmed.
RETURNS
How do I return my order?
If you notice a defect in an item you have bought, please let us know by sending an email to info@genesbrand.pe and we will gladly process your return. You have up to 5 days from the date you received your order to let us know and request a return. The item must be in good condition and in the original packaging.
Once the return is approved after our quality control, you can request either that we send a brand new item of the same model or you can exchange it for any item in our store of the same value as the item that was just returned. Keep in mind that no partial or full refunds are issued.
Please note that for other reasons, such as size or color exchanges, you will need to pay a return and processing fee of $30 and place another order for the new item with the store credit you will receive.