Shipments & returns
The order will be shipped by the courier DHL from Monday to Friday. Shipping cost will be charged and may vary depending on destination.
if duties are not calculated at the checkout or are below 10€, the duties amount on the checkout will be refunded and You might pay them to the courier upon receipt of the order.
Any customs charges are at the expense of the customer.
The shipping time is from Monday to Friday within 24 working hours from the moment of the receipt of order confirmation, except national holidays.
Any delay in shipping orders may depend on financial checks of the payment.
Furthermore, the delivery of the articles may be delayed where customs clearance is necessary, to a force majeure or due to the destination reachability.
It is possible to monitor your order's status on the DHL website, by entering the tracking number sent in the confirmation email, at the following link: http://www.dhl.com/en/express/tracking.html
It is necessary to check the package conditions before signing and accepting the delivery.
If it appears that it has been tampered with or damaged, we ask customers to sign the receipt with reservation or to refuse delivery.
In such cases or in the event that the delivery confirmation has been signed by an unauthorized person, please contact DHL or our customer service immediately by telephone or by email.
If the shipment is not delivered for reasons dependent on the customer (incorrect delivery data, assent recipient, delivery refused), shipping costs and any customs clearance cost will be deducted from the final refund.
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. Returned orders have to be shipped by courier DHL. Items must not be used, worn or washed, and they must have security tag still attached. Furthermore, we will not accept nor refund items returned without brand labels, authenticity cards, dust bags and any other elements received the order. Accessories and shoes must be returned in their original brand box, which must not be damaged or used as the parcel to ship the order back. If the item received is faulty, customers have to advise our Customer service, that will require pictures showing the imperfection. Customers must return the merchandise using the order shipment box. The parcel must be properly sealed with tape. To request item return, the Customer must contact our Customer Service which will provide all the necessary documentation and instructions. The return shipment is free of charge. After receiving and checking return condition, a refund will be issued if the articles are as originally shipped. The refund will be directly credited to the credit card or to the account originally used for the payment. Refund times may vary depending on the credit card company. If customers will not comply with our return policy or the courier used is different from DHL, additional customs duties will be deducted from the total refund. genteroma.com will accept only returns coming from the same countries of the original order. The original order shipping costs and the bank commissions applied on the initial transaction will not be refunded. Refund will be made in the same currency as the original purchase. Losses due to exchange rate fluctuations will not be refunded.
Conditions for returns
Customers can request to return/replace the items within 14 days of order receipt. After the request has been made, they have additional 14 days to return the items back. The items must be returned under the following conditions:
• The Security Tag must still be intact and attached to returned items. Item(s) must not have been worn, washed or altered in any way, and must not show any signs of use. Soles of footwear must be in perfect condition and must not be marked in any way.
• Items must be returned with all original tags, packaging and other accessories (dustbags, garment covers etc.) received the order.
• Shoes and other accessories must be returned with their original boxes, which must not be damaged and/or altered or used as the external parcel for the shipment.
• In the case of defective or incorrect merchandise, clients must follow the instructions above. genteroma.com reserves the right to request photographic support regarding defective or incorrect merchandise before authorizing a return for full reimbursement of shipping and import fees.
• Pick-ups for all authorized returns genteroma.com's courier account numbers must originate from the same country of the original shipment.
• In the case that the return shipment requires pickup or the payment of any added fees, genteroma.com reserves the right to refuse returns sent by a different courier than specified in the confirmation email.
•genteroma.com reserves the right to refuse returns that are unauthorized and/or not sent in accordance with the return policy detailed online. In the case of unauthorized or non-standard returns, the merchandise will be returned to the shipping address specified in the original order. If an unauthorized return is accepted, genteroma.com will deduct a 10% administrative/re-stocking fee from the refund. For any issue not explicitly mentioned, the European normative for long-distance commerce prevails.
Customers can require the item replacement only in case of size change. 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. The orders to be replaced must be shipped only by courier DHL. All replacement shipping costs will be charged. Items must not be used, worn or washed, and they must have security tag still attached. Furthermore, we will not accept items returned without brand labels, authenticity cards, dust bags and other elements received with the order. Accessories and shoes must be returned in their original brand box, which must not be damaged or used as the parcel to ship the order back. Customers must return the merchandise using the order shipment box. The parcel must be properly sealed with tape. Replacement will be dispatched once the item will reach our offices. genteroma.com will only replace items coming from the same countries of the original order.
Customer may request a free cancellation order within 6 hours from receipt of the order confirmation email. The request must be sent through email to firstname.lastname@example.org and no other communication method will be deemed valid. If the Customer sends a valid cancellation request through email to email@example.com after 6 hours from the confirmation receipt or refuses to accept the order once the parcel has arrived at the destination, Vair Spa reserves the right to charge all the expenses incurred beyond the cost of managing and returning the order to our warehouses.
We accept the following payment methods:
- Credit card
- Bank wire transfer
No additional taxes and fees are charged for orders shipped within Europe.
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 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 the 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 canceled.