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, PayPal, Visa, MasterCard, American Express 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.

In the Netherlands the following applies: 1-3 days. 

For international orders:

Europe: 2-8 days

United Kingdom 4-10 days

United States 10-24 days

Rest of the world 10-24 days

These times may vary when in periods of sale, and thus are not binding.

You will receive an email with track and trace code as soon as your order has been shipped out. This allows you to track your package.

Please note the following: The ordered products will only be sent after your payment has been confirmed and checked by us.

With us you can choose from different delivery options: 

• PostNL (within the Netherlands)
• 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.

You will not have to pay import duties for all orders from the European Union (EU). However, if you have placed an order from outside the European Union (EU), there might be a possibility that you have to pay import duties to successfully receive your order.

Genaio is not responsible for the possible import duties of your order. Therefore, we highly recommend to check the custom laws of your country before placing an order.

Products must be registered within 14 days of receipt to be eligible for a refund. To register the return, please email us at customercare@genaio.com

A return label will be send to you, which must be affixed to the return package. Please note that the return costs will be deducted from the amount we will refund.

To be eligible for a refund, the following rules apply:

• Products must be unworn and have the original labels.
• Shoes are still in the original and undamaged shoe box. Make sure to put a bag or box around the shoebox to protect it.
• Returns must be accompanied by the fully completed Return Form.
• Return costs are not reimbursed.
  

If the received products do not meet these requirements, they will not be accepted and will be returned to you.

Returns are processed within 8 days of receipt. Please note that it may take up to 5 days for the booking to appear on your account.

For questions: customercare@genaio.com

The following rules apply to returns:

• Products must be unworn and provided with the original labels.

• Products are still in the original and undamaged shoebox. Note that a bag or box must be placed around the shoebox to protect it.

• Returns must be provided with the fully completed return form.

• Return costs are not reimbursed.

If the products received do not meet these requirements, they will not be accepted and sent back to you. Returns are processed within 8 days of receipt. Please note that depending on your bank, it may take up to 4 business days for the booking to appear on your account.

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.