The benefits of a personal account are:

• Faster checkout

• View and follow your orders

• Saving multiple delivery addresses

• View your order history

To create a Genaio account please use the following link: www.genaio.com/account/login 

If you already have an account and cannot remember your password, please press "Forgot password?" to reset your password.

Check your inbox and click on the password reset link in the email.

You can easily change your details on your personal account page in a few steps:

1. Log in with your account details. Click the button "Manage" to adjust your information. 

2. Rewrite the field that you want to adjust and click "Save" at the bottom of the page. Your new data has now been saved.

We are happy to be of assitance with placing your order:

1. Search the product of your wish on www.genaio.com 

2. Select your desired colour and size.

3. Click on the "ADD TO CART" button. (Please note, this does not mean that the product is reserved for you.)

4. Add multiple products to your shopping cart if you like.

5. Finished shopping, you can click on the top right on your Shopping cart.

6. You are now viewing your Shopping Cart. Is this correct? Then you can click the "CHECKOUT" button.

7. Enter your details and choose a payment method.

8. Your order has been placed! We will send you a confirmation by e-mail and we will immediately start working on your order.

At www.genaio.com you can pay via iDeal, Apple Pay, Bancontact, Google Pay, Klarna, Maestro, PayPal, Visa, Mobile Pay, MasterCard, American Express, Shop Pay and Union Pay.

Problem with your payment? Maybe we can be of assistance with some tips:

It could be possible that there is a temporary outage at one of the banks. Please try again after 15 minutes or try paying with one of the other payment methods offered.

Sometimes it can help to use a different web browser.

Thank you for your order!

As soon as your package leaves our warehouse you will receive an e-mail with a track and trace code. This allows you to follow your package from door to door.

Thank you for your order!

We usually send a confirmation of your order within 30 minutes. Have not receive anything? Then it could be that our confirmation has ended up in your junk e-mail or Spam folder. Is this not the case? Send an e-mail to customercare@genaio.com. We will send you the confirmation email as soon as possible.

Already created a personal account? Then you can also find your order under the Orders in your account.

You can register for our newsletters on the bottom of our website.

On our product pages you can immediately see if a specific item/size/colour is still in stock. Unfortunately you cannot reserve our products in advance. A product is only reserved when the payment has been made. Please note that when you have added a product to your shopping cart, it does not mean that the item is reserved.

You can enter a discount code in the last step of the order process. At the bottom of the checkout page you will see a bar with Discount code. Enter your discount code here and click on the use discount  code button. When the discount has been processed, the discount amount will be deducted from the total price. The discount amount is also shown separately.

Please note that each discount code has specific conditions that the order must comply with before the discount on the order is settled. These conditions are stated with the discount code.

Please note that each discount code has specific conditions that the order must comply with before the discount on the order is settled. These conditions are stated with the discount code (for example in e-mail and/or promotion pages).

Terms and Conditions:

• You can only use one discount code with your order

• A discount code is valid once

• In the event that you return your order, your discount code is not valid again for a subsequent order

• Discount codes are not valid on sale items

• After the expiration date of the discount code, you can no longer claim the discount

• Discounts cannot be redeemed afterwards on an order that has already been placed.

Unfortunately it is not possible to apply a discount code after placing an order. Our customer service cannot be of assistance with this either. You can, of course, use the discount code with your next order.

Check if you have entered the discount code correctly. If it is correctly spelled but still does not work, please send an e-mail to customercare@genaio.com.

No, unfortunately this is not possible. A discount code cannot be exchanged for products that have already been discounted by us, unless stated otherwise.

Destination

Estimated delivery

• The Netherlands, Belgium: 2 – 3 business days
• Germany, Denmark: 3 – 4 business days
• Austria, France, Sweden: 3 – 5 business days
• Italy, Spain, Switzerland: 4 – 6 business days
• United Kingdom: 4 – 7 business days
• Japan: 6 – 11 business days

Estimates include one business day for us to prepare your order. We rely on our carriers, and occasional delays can occur.

Is your country not listed? Write to customercare@genaio.com and we will gladly look into the possibilities for you.

Good to know

• Orders are dispatched once payment has been received and confirmed.
• We are unable to deliver to P.O. Box addresses.
• Every order includes an official invoice stating the full value of your purchase in euros. In line with international import regulations, we cannot lower the declared value or mark a parcel as a gift.
• For orders to the United Kingdom, Switzerland and Japan, your local customs authority may charge import duties and taxes on delivery. These charges are not included in our prices and are payable by the recipient. As they are set by each country, we are unable to predict the amount; your local customs office can advise you before you order.

Undeliverable parcels

Please check your delivery address carefully when ordering. Should a parcel be returned to us because it could not be delivered or was not collected, we will contact you as soon as it arrives. You may then choose to have it sent again, at the actual shipping cost, or to receive a refund of your purchase.

With us you can choose from different delivery options: 

• DHL
• UPS
• FedEx

When you receive your track and trace code from your order, you can track your package from door to door. You also have the possibility to change your delivery time or delivery address with your track and trace code.

No, it is not possible to have orders delivered to a PO box.

Unfortunately, you cannot select this option directly on our website. 

You do have the possibility to change your delivery address with your track and trace code from the courier. You can log in and choose to have your package delivered to a Parcel Point. You can pick up your package at the requested Parcel Point, provided you have a valid proof of identity with you.

Yes, we ship our products worldwide if requested. 

For orders to the United Kingdom, Switzerland, Japan and some other countries, your local customs authority may charge import duties and taxes on delivery. These charges are not included in our prices and are payable by the recipient. As they are set by each country, we are unable to predict the amount; your local customs office can advise you before you order.

EXCHANGES AND RETURNS

Every INIZIO is handmade in Italy, and we want yours to fit as intended. Throughout our first season, shipping and exchanges are complimentary.

Exchanges

Should the size not be quite right, we will gladly exchange your pair, with our compliments.

1. Write to customercare@genaio.com within 14 days of receiving your order.
2. We will send you a prepaid return label and an exchange form.
3. Place the shoes in their original box, protect it with an outer bag or box, and enclose the completed form.
4. Once your pair has arrived and been inspected, your new size is on its way.

Exchanges are offered for pairs that are unworn, carry their original labels and are returned in the original, undamaged shoebox.

Returns and refunds

Should you prefer a refund instead, you may withdraw from your purchase within 14 days of receiving your order, without giving a reason. Simply let us know within that period, by email to customercare@genaio.com or through the withdrawal form on our website.

• Please send your pair back within 14 days of informing us.
• We will gladly send you a return label; the shipping cost, which varies by country, is then deducted from your refund. We will confirm the exact amount before you send your pair back.
• You are equally welcome to return it with a tracked carrier of your own choice, in which case nothing is deducted.
• Your refund is made to your original payment method within 14 days of your notice. We may wait until the shoes have reached us or you have sent us proof of shipment.
• You are welcome to try your pair on indoors, as you would in a boutique. If the shoes show wear beyond that, we may reduce the refund to reflect the loss in value.

We recommend a tracked and insured service, as the shipment remains your responsibility until it reaches us.

Faulty items

Should your pair arrive with a defect or not as described, write to us and we will repair, replace or refund it in line with your statutory rights.

The following rules apply to returns:

• Every shoe is made by hand in Italy. A handmade dress sneaker should fit like it was made for you. That's why shipping is free, and so is your exchange.

• Complimentary shipping on every order
• Complimentary size exchange within 14 days of delivery

To exchange your pair, simply make sure they are:

• Unworn, undamaged and in the same new condition (no creases, or marks of visible wear)
• In the original box, with the tissue paper and packaging
• Sent back within 14 days of delivery
• Advice: try them indoors, on a clean surface

All we want is you to enjoy your Genaio Inizio's - No compromises, from the first step.

Tip: always send your package with a track and trace number. Genaio does not accept any liability for loss or delay of packages in the postal service.

You will always get your purchase amount back the same way that you paid for it. Returns are usually processed within 8 days. Please note that, depending on your bank, it may take up to 3 to 4 business days for the booking to appear on your account.

Oops, we made a mistake when packing.

We are happy to help and solve this problem for you. Contact our customer service at customercare@genaio.com, so we can be of assistance immediately.

That should not happen! We are happy to discuss the options with you. In order to do so, please contact our customer service and send an e-mail to customercare@genaio.com.

We are happy to give you an indication of how long your complaint handling will take!

Please send an email to customercare@genaio.com.

According to the law, you are entitled to a 14-day cooling-off period for most purchases you make online. However, there are exceptions to this.

Quality control is a fundamental pillar of the Genaio philosophy. However, should you suspect that your product has a production error, we are more than happy to assist. Please reach out to us at customercare@genaio.com, and we will look into the matter promptly.

Please do not forget to include the following information:

• Order number
• Date of purchase
• Description of the error
• Photos of the entire shoe and the location of the error.