Exchanges & Returns

 

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 and undamaged, returned in their original box with the tissue paper and packaging.

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.
• If you would rather arrange the return yourself, we kindly advise using one of our trusted partners: DHL, UPS or FedEx. We know how they work, and nothing is deducted from your refund. Should you choose another carrier, please understand that we are not familiar with every handler worldwide, and the parcel remains your responsibility until it reaches us.
• 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

We check every pair by hand before it leaves us. If something is not right when your order arrives, please let us know before wearing the shoes. Email customercare@genaio.com with your order number and a few photos.

If there is a fault, we will repair or replace your pair, or give you a refund. Normal wear and damage caused by use are not faults.

CONTACT INFORMATION

For returns and refunds, write to customercare@genaio.com and send your pair to:

GENAIO

Treubstraat 1

2288 EG Rijswijk

The Netherlands

 

WITHDRAWAL FORM

Please complete and return this form only if you wish to withdraw from your purchase.

Please note that the return form will be sent as an attachment from customercare@genaio.com once you have registered your return.

To:	GENAIO
Registered Address:	Treubstraat 1, 2288 EG Rijswijk The Netherlands
Email address:	customercare@genaio.com

 

I hereby give notice that I withdraw from my contract of sale of the following goods:

Product(s):

Product number:

Order number:

Ordered on:

Received on:

My contact details are:

Name:

Address:

Email:

Date:

Signature (only if this form is sent on paper):