Our aim is to provide excellent customer satisfaction; therefore we have set out our terms below to help on those rare occasions when things don’t quite go to plan. If you have any questions regarding the terms of the Refund & cancellation Policy, we’re happy to discuss matters via email on susan@genevieves.co.uk You can also give us a call on 01228-524506
The terms and conditions noted below explain our policy on refunds and cancellations.
What happens if I want to cancel my order?
To create the best experience, we begin preparing your order as soon as your order is confirmed. Therefore, cancellations are only possible if you contact us via email susan@genevieves.co.uk or call 01228-524506
What happens if my order arrives damaged?
We sincerely apologise if your item has been received in a damaged or faulty condition. We like to resolve matters quickly, as we know how disheartening this can be. To help us resolve the matter, we ask that you check all items on receipt and contact us within 24hoursvia susan@genevieves.co.uk stating what the damage is along with relevant images. Our Returns Policy for faulty items upholds your statutory rights.
What happens if my order is delayed or lost in transit?
We take every care to ensure that your order is shipped and received as per your request. We also take great care to ensure that our delivery provider meets our high level of expectations. However, on very rare occasions items can be delayed or lost in transit. We understand that this can be frustrating, therefore when your item is delayed due to an issue that we are experiencing, we aim to contact you within 24hrs. If you are concerned about the status of your order, please contact us via email on susan@genevieves.co.uk. You can also give us a call on 01228-524506
What happens if I am not satisfied?
We take great care to ensure that your items reach you in excellent condition. We also pride ourselves on providing high quality items. A refund or replacement item is always offered when you are not satisfied. If you feel like we have fallen short of our promises, we ask that you contact us on 01228-524506to discuss the situation.
What are my statutory rights?
Our Cancellation and Returns Policy does not affect your statutory rights. For more information on your UK statutory rights, please visit direct.gov.uk or contact the Government funded consumer advice service Consumer Direct on 08454 040 506.
How do I return an Item?
Where your return meets the requirements set out in the returns and cancellations policy, please return your item by Royal Mail tracked service to Genevieve, 29 Warwick Road, Carlisle, Cumbria, CA1 1DH
Delivery Policy
Your purchasewill be dispatched within 2 working days via Royal Mail to sign for service.
COVID-19 Update
In response to COVID-19, our delivery providers are taking precautions to protect the health and wellbeing of their drivers and our customers. Please be assured that your safety is our priority and we are following the advice and guidance from the UK government. At present both our delivery providers and us are operating a contact free delivery service. You can find full details on our delivery providers guidelines and measures upon visiting their website, emails will be provided upon dispatch to confirm delivery information.
We hope that you stay safe and well during this unprecedented time.