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Frequent Asked Questions

 

Dear Customer, here are the most frequently asked questions and answers. Should you require further information, please contact us at customerservice@genteroma.it or phone at no. +39 06.68804675. We will be very happy to answer your queries.

Do I need to be registered to purchase?
No, the customer can just choose and put the items in the cart; once the order is completed and clicked in the cart at the top right, he is directed to the check-out page to enter all necessary data for shipping, select the method of payment and end the order. The customer will receive 2 emails updating on the progress of his order: one as order receipt and the other as shipping confirmation with the tracking number.

 

Are all items for sale original?
Yes, for over 30 years GENTE Roma is an authorized retailer of the best Haute Couture Maisons, and the customer will receive the brand authenticity card for all garments provided. If not satisfied with his purchase he will be totally refunded except for the shipping fees.

 

Are purchases guaranteed and payments secure?
GENTE Roma relies on the best SSL technology certified by Comodo to guarantee the security of all processed information through its own platform during check-out. GENTE Roma will never get the customer's payment details unless specifically requested by e-mail. 

 

What methods of payment are accepted?
You can complete your order with 3 methods of payment: Credit card, Paypal or bank transfer; all 3 methods are indicated in the check-out phase. Payments via Paypal must show the same address indicated in the order to be correctly processed.

 

Does GENTEROMA.COM ship all over the world?
Yes,  GENTE Roma delivers all over the world by DHL with the exception of Russia.

 

Can I choose another courier?
Unfortunately not, DHL guarantees the arrival of the order very shortly and it is not possible to ship with a different courier from DHL.

 

Where can I find the tracking code?
As soon as the online order is concluded, two emails will be received: in the second, indicating the shipping of the order, the tracking code is indicated to track the order.

 

Is the return always free of charge?
Yes, GENTE Rome guarantees a free return if requested within 14 days from receipt of the order. The item will be refunded 100% of its value. The initial shipping cost and duties, if indicated in the order, will not be refunded.

 

Can I buy by telephone?
Yes, you can call our customer service and place an order online; however, we always recommend to order online to ensure the availability of the item requested.

 

How long does it take to receive an order?
Our team processes orders daily and fulfillment is scheduled within 24 working hours; delivery at the address indicated is expected within 48/72 working hours unless customs delays. During sales or promotional campaigns, shipping time may increase.

 

How do I make sure of the right size? what can I do, in case it is not?
In the product page of each item the ''size guide'' is clickable. If clicked, a pop-up will open for the change between the different sizes available.

It is possible to ask for a change of size using the free return option and ordering the same item in the correct size.

 

I already have an account but I have lost my password and I want to modify my data, what should I do?

By clicking on '' Account '' in the home page, after logging in, you can modify your data by clicking on “Personal information and address”. If you do not remember your password you can ask for a new one that will be sent to the email address given during registration.

 

Do you have any other question?

For any further questions, do not hesitate to contact us at customerservice@genteroma.it or call us at  +39 06.68804675. We will be very happy to offer you our assistance.