Shipping policy
Thank you for visiting and shopping at GENEVIAN. The following information outlines the terms and conditions of our Shipping Policy.
SECTION 1 - PROCESSING YOUR ORDER
A confirmation email will be sent once your order has been successfully placed. Please retain this email as proof of purchase.
SECTION 2 - ORDER PROCESSING TIMES
Processing time refers to the duration it takes to prepare your order for shipment. Once your payment is authorised and verified, all orders are processed within 2 business days. We will notify you if there are any delays.
- Orders placed before 11:00 AM AEST on business days will be processed the same day.
- Orders placed after 11:00 AM AEST, on weekends or public holidays will be processed the next business day.
- During peak periods or holidays, processing times may be extended by up to 4 business days.
A business day refers to Monday to Friday, excluding public holidays in Victoria.
SECTION 3 - SHIPPING DESTINATIONS
All orders are shipped directly from our warehouse in Melbourne to ensure fast and reliable delivery.
We currently ship to the following destinations:
- Australia (1-3 business days)
- New Zealand (3-5 business days)
- Singapore (3-5 business days)
Delivery timeframes are estimates and may change.
This list will be updated as we add new shipping destinations. If your country is not listed, please contact us at hello@genavian.com, and we will do our best to assist you.
SECTION 4 - SHIPPING FEES
All orders are shipped with complimentary delivery in Australia.
International shipping fees are displayed at checkout.
SECTION 5 - TRACKING YOUR ORDER
Once your order has been shipped, you will receive an email with tracking information. Please allow up to 24 hours for the tracking information to be updated.
SECTION 6 - INCORRECT ADDRESS
Please double-check your shipping address when placing your order, as we are not responsible for orders sent to incomplete or incorrect addresses.
If you realise that you have entered an incorrect address, contact us immediately at hello@genavian.com. We will do our best to assist you in correcting it. However, if your order has already been processed or shipped, we may not be able to make changes.
SECTION 7 - LOST OR STOLEN PARCELS
While we make every effort to ensure your order arrives safely, all our parcels are shipped with signature on delivery as standard for added protection.
If your parcel is lost or stolen after shipment, please follow these steps:
Check Delivery Status: Use the tracking number provided to check the delivery status of your parcel through the shipping partner’s tracking system.
Contact the Delivery Partner: If the tracking information shows that your parcel was delivered but you haven’t received it, please contact the shipping partner directly to inquire about the delivery. They may be able to provide further details or initiate an investigation.
Notify Us: If you’re unable to resolve the issue with the carrier, please contact us at hello@genavian.com as soon as possible.
SECTION 8 - DAMAGES
We take great care in packaging and shipping your order, but if you receive a damaged or defective product, please follow these steps:
Inspect Your Order Upon Arrival: Please inspect your order immediately upon receipt. If the product is damaged or unusable, take photos of the damage as evidence.
Contact Us: Reach out to us at hello@genavian.com within 14 days of delivery. Include the following information in your message:
- Order number
- Clear photos of the damaged product and packaging
- A description of the damage or issue
Return or Replacement: Once we receive your claim, we will assess the damage and offer a solution. This may include a replacement or refund, depending on the circumstances.
Note: Refunds will only be processed to the original payment method.
SECTION 9 - CONTACT US
If you have any questions regarding shipping, please contact us at hello@genavian.com