Order

Can I order by phone?
Yes, you can visit our mobile website on your smartphone by simply entering https://genzoutfit.com on the search bar of your browse.
How long can items be stored in my shopping bag?

The shopping bag your account is linked to will retain its contents for up to 30 days. This applies to all customers.

An item added to my shopping bag was sold out.

The item is only reserved once your purchase is completed during the checkout process. If an item is extremely popular and in limited stock, it might be sold out once you reach the checkout. An item added to your shopping bag is saved for a total of 30 days, however, stock availability cannot always be guaranteed. You are therefore encouraged to submit payment as soon as possible.

How do I know what size to choose?
You can check the handy Sizes Guides on the product page and view our Size Charts for easy reference.
Can I cancel/make changes to the order I just placed?
It is only possible to make a change to your order within 24 hours of placing it and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately email us at [email protected] (within 24 hours) with your change/cancellation request details included.

Order Status

Once we receive your payment, your order will go through several steps before being “shipped out”.
Please refer to the different order statuses and their meanings below:
1）Pending: You have attempted to pay us via PayPal e-check. At this time we haven’t received your payment yet, please check your Paypal account or bank account balance and confirm whether your funds are sufficient. If the payment has been completed successfully, please send us the transaction ID or payment proof to speed up the process.

2）Paid: You have just paid for your order, our server will upload your order shortly and we will start to process your order. Thank you for your patience.

3）Processing: genzoutfit will typically process orders in 3-10 business days upon payment. Your processing order will go through the following phases.
1- Receiving and allocating items to your order.
2- Inspecting the quality of your item.

3- Packing and printing shipping labels.
Once these 3 phases have been done, we will dispatch your order.
*For more information about our dispatch time for your specific item, please refer to the product page and see i.e “Dispatch: Ships within 5-10 business days.”

4）Shipped Out: Your complete order has been sent out and is now on its way to you. Please follow up on the delivery in your account and track the item online.

5）Cancelled: Your unpaid order is canceled. Please feel free to replace an order anytime.

6）Refunded: Your order has been refunded on our side. For Paypal payment, please allow 3-7 working days for the transaction to be completed on your account. For credit card payment, it will take 7-25 working days depending on your credit card merchant.

Payment

What kinds of payments are accepted?
We accept the following forms of secure payment:

PayPal
Credit card via PayPal (Visa, MasterCard, Discover, etc.)

What currencies can I pay?
We accept several currencies. Kindly note different payment methods support different currencies when checking out.

Shipping

Do you ship to my country?
Please check the dedicated “Shipping Info”.

How much does the shipping cost?
Generally speaking, the total shipping cost will depend on the following factors:
The shipment method you choose (we offer Expedited Shipping); The destination country that the package ships to; The number of items you order, as well as the total weight and volume (size) of the package.
Our advice is to log in to your account, add the items to your cart, and then view the shipping fee which will be automatically calculated and displayed.

How do I know if the item has ?
For Shipping, you can enjoy on orders over US$69. You can refer to our Shipping Info for more details
Besides, we have site-wide promotions every month, please stay updated with us and don’t miss the big chance!

How long will it take to receive my order?
Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods, and any unforeseen circumstances.)
You can refer to the related information here for more details.

How can I track my order?
As soon as we are ready to ship your order, we will send you an email with the corresponding delivery information. After that, you will be able to track your order under “My Orders” when you log in to your genzoutfit account or by clicking the tracking link in your shipping confirmation email. Please allow up to 24 hours for tracking to activate.
What is Insurance?

The insurance covers accidental damage and/or missing item(s) during the shipment process. Due to the nature of international shipping, damage, and/or missing items during transit cannot always be entirely avoided or predicted. Should such a situation occur, and provided you have paid for insurance during the order checkout, we may contact the shipping company directly on your behalf to claim financial compensation.

Return & Exchanges

How do I return or exchange an item?

Please understand that we do not accept returns or exchanges without a prior return authorization. Therefore if you need to return your order for some reason, please contact our Customer Service staff first to confirm. Once you are authorized to return the item(s), please follow all of the instructions provided.

We recommend that all returns be sent via a traceable carrier. Keep the Return Tracking Number associated with the package you are returning to ensure that the package is returned to our warehouse. genzoutfit.com is not responsible for packages sent with a return label not provided by us, or without the original packing slip. Also, genzoutfit.com does not accept C.O.D. deliveries.

Please note the following product return requirements:
Merchandise must be returned within 30 days of receipt;
Merchandise must be unworn and unwashed;
Merchandise must have all tags, original packaging, accessories, and embellishments fully intact;
Gift cards, jewelry, underwear, and bodysuits merchandise may not be returned.

Refunds

Refunds will be processed within approximately 7-10 business days after we receive your return. The exact time may vary and is subject to the individual payment provider. Once refunds have been processed, we recommend contacting your payment provider for updates. All original shipping charges are non-refundable.