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ORDERS & PAYMENTS

How to Shop
Clients have to log in or, if it is the first time that they visit our site, they have to create an account to place an order. Personal details (such as name surname, address, country, etc) are required to create an account. This information is necessary to process orders in a proper and effective way. Customers’ personal data will remain confidential and will not be used or disclosed to third parties (for further information, please read our Privacy Policy). In our E-shop customer can choose and purchase the items they are looking for. A size conversion chart is shown clicking on Size Guide: customers can use it to identify which size fits them best. Clicking on check-out icon, the order of the items added in the shopping bag will be processed. Clients will receive updates on order processing. In particular, they will receive e-mails about:

1. The order confirmation

2. Successful payment confirmation

3. Shipment confirmation with order tracking number

Payments
We accept the following payment methods:

- Credit card

- Paypal

- Bank wire transfer

No additional taxes and fees are charged for orders shipped within Europe.

Credit card
Payments with Visa, Mastercard, Maestro, Diners, American Express, JCB are accepted. Credit card details are necessary to proceed with the purchase. These data will be sent to the secure electronic system of our bank Banca Sella, which avoids their disclosure or capture. If the credit card is valid and the funds are sufficient, the payment will be immediate. Order shipment might be delayed if a financial transaction check is needed. After the financial checks, Vair Spa reserves the right not to process the order, and to decline the transaction.

Paypal
Paypal payments are accepted. genteroma.com can refuse to ship the order to an address different from one registered on Paypal account. Order shipment might be delayed if a financial transaction check is needed. Vair Spa reserves the right not to process the order, and to decline the transaction after financial checks.

Bank wire transfer
Payment by wire transfer is also possible. Customers have to send a copy of the bank transfer receipt by fax or e-mail within 48 hours of receiving order confirmation. The order number must be specified in the reason for payment. The items will be put aside, and shipped as soon as funds are credited to our account. If the customer will not send the copy of bank transaction within 2 days, the order will be cancelled.

FAQs
How to shop
1. I would like to shop on your web site. Do I have to sign in? Yes, customers have to sign in to purchase on genteroma.com. Personal data (such as name, surname, e-mail address, password) are necessary to create an account. This information will remain confidential and not disclosed to third parties.

2. Are the items available on genteroma.com authentic? Yes, Vair Spa is an authorized dealer of the brands available on genteroma.com.

3. I forgot the password. How can I recover it? Clicking on Did you forget your password?, customers will be automatically redirected on web page that requires their e-mail address. They will receive an e-mail with the instructions for password change.

4. How can I check if the size selected will fit me? Clicking on Size Guide, a size conversion chart will be automatically shown. Customers can refer to it in order to identify which size best fits them.

Shipments & payments
1. What payment methods do genteroma.com accept? Customer can pay by credit card, bank wire transfer or Paypal. For further information, please read Payment & Shipments page.

2. Could I be at risk of having my bank details intercepted? No, the information provided will be safely encrypted and sent to Banca Sella server, without third parties have access to them in any way.

3. How soon will I receive my order? Delivery times depend on destination countries. For further information, please read Payment & Shipments page.

4. Can I check my order shipment status? Yes. Customers will receive the order tracking number by e-mail. They can use it on http://www.dhl.com/en.html, in order to track the shipment status .

5. I have not received all the items purchased/The item is faulty. Whom should I contact? In such cases, please contact our Customer Service, and, in case of fauty items received, send pictures showing the imperfection.

Returns
1. What are the time limits to return an item? Clients can request to return the order within 14 days of its receipt. From then on, they have 14 additional days to ship the item back.

2. Can I request a size change? Yes, genteroma.com accepts only replacement for the same item in a different size. Order replacement must be required to our Customer Service within 14 days of its receipt. If the size is available, customers have 14 additional days to ship the item back to our offices.

 

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