FAQs

Frequently Asked Questions

ORDERS

1. Do you have any physical stores?

We sell our items exclusively on our website. Please contact our team at hello@genesistory.com if you have any questions!

 

2. Are Pre-Order shipping dates guaranteed?

Shipping dates for Pre-Order items are based on estimates. As there would be delays in production and shipping, our pieces are not guaranteed to ship on the listed dates. 

 

3. What do I do if I need to adjust or cancel my order prior to shipment?

Once your order is placed, it would be difficult to make any adjustments to your order. However, if the order has yet to be processed, we're able to cancel your current order so that a new order can be placed. Please note once your item is processed and shipped from our warehouse, we will not be able to help with cancelling your order.

For all Final Sale items, we do not allow any cancellations or refunds.

 

4. Do you offer any price adjustments?

We do not offer price adjustments on any sales or promotions that begin after your order is placed.

 

ACCOUNTS & SUBSCRIPTION

1. What are the restrictions on the 10% discount code when I sign up for your emailing list?

You may sign up to receive a 10% discount off your first order. Please note this is for first time customers only and excludes all sale items.  

 

2. How do I create an account?

You may register for an account directly from our home page or by clicking here. Please provide all requested information.

 

3. What is the benefit of having an account? Also, can I shop without an account?

You’re always welcome to shop our site as a guest without creating an account. However, setting up an account with us will allow you to review your orders and view past purchases making your shopping experience more seamless. We’ll also provide you with notifications of new arrivals, insider exclusives and special events. 

 

PAYMENTS 

1. What payment methods do you accept?

We accept Visa, Mastercard, and American Express credit/debit cards on our website through a secure checkout. We also accept PayPal, which has several payment options, including eCheck and Discover credit card. 

 

2. Do you offer payment by installment?

We currently do not offer payment by installment.

 

PRODUCTS

1. What kind of leather is used in your items?

We use only full-grain Italian leather which is:

  • Of the highest quality 
  • Unique with its natural characteristics, markings and creases

Grace Geometric Bag, Rachel Roomy Tote, Sarah Symmetric Tote.

All of our leather are produced and tanned in Italy, and complies with strict environmental standards. You can read more about our sustainability approach here.

 

2. Where are your products crafted? 

Our leather goods are handcrafted in limited quantities in Seoul, South Korea, by the same artisans as designer and luxury brands.

 

SHIPPING & TRACKING

1. Do you offer complimentary shipping?

We currently offer free worldwide shipping for orders above USD150 for most countries.

Please enquire on custom shipping rates for selected countries (see the list below) that are not eligible for free shipping.

List of Countries: Afghanistan, Africa, Albania, American Samoa, Andorra, Armenia, Aruba, Azerbaijan, Bangladesh, Belarus, Bhutan, Bosnia, British Overseas Territory, British Virgin Islands, Brunei, Bulgaria, Cambodia, Caribbean, Caucasus, Central America, Central Asia, Chile, Croatia, Curacao, East Timor, Egypt, Estonia, Fiji, French Guiana, French Polynesia, Guadeloupe, Guam, Iceland, Laos, Latin America, Latvia, Lithuania, Macedonia, Maldives, Malta, Mariana Islands, Marshall Islands, Martinique, Melanesia, Micronesia, Middle East, Moldova, Mongolia, Montenegro, Nepal, New Caledonia, Pakistan, Palestinian Autonomous Territories, Palua, Papua New Guinea, Reunion, Romania, Russia, Samoa, Serbia, Slovenia, Sri Lanka, South America, Tonga, Ukraine, US Virgin Islands, Vanuatu, Wallis and Futuna. 

 

2. What are your custom shipping rates for the countries listed above?

If you happen to be residing in the countries listed above, please contact us at hello@genesistory.com to enquire about the custom shipping rates. 

 

3. Do you cover duties/tax for international shipments?

All international orders are subject to duties and taxes billed by the destination country’s customs department. The recipient must bear any additional charges for customs clearance. We are not responsible for customs or transit delays. Should you need more information prior to purchase please contact us at hello@genesistory.com

 

4. How can I track my order?

Once your order has been placed, we will send a confirmation email to the email address provided. Once your item is ready to ship, we will email you a shipping notification that tracks your item.

Please note that all shipping labels take some time to update, so if you receive a notification but your item hasn’t begun tracking, please allow some time for it to be updated. If the tracking is not updated within 24 hours, you may contact us at hello@genesistory.com.

 

Returns & Refunds

1. Do you accept returns if I have a change of mind?

We have a 7-day return policy, which means returns are available within 7 days from the date of shipping arrival.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging. You’ll also need proof of purchase that the item was purchased directly from us.

To initiate a return, you can contact us at hello@genesistory.com. If your return is accepted, we will send a courier to pick up the item from you. Items sent back to us without first requesting a return will not be accepted.

For non-defective items, please note that customers will be responsible for the return shipping costs and restocking expenses. We will inform you of the costs via email and these costs will be deducted from your refund amount.

You can always contact us for any return questions at hello@genesistory.com.

Please note the slight imperfections and natural irregularities of the leather are unique for every hide and are not considered faulty.

 

2. Do you cover lost or stolen packages?

We are not responsible for packages that are lost or damaged in transit. We strongly urge you to select a secure shipping location. If you need to make a change to your shipping address, email us at hello@genesistory.com as soon as possible.

We can amend the address as long as the package has not left our facility, but unfortunately we cannot reroute a package once it has shipped. In the event your package does go missing, please notify us immediately so that we can file a claim with the shipping carrier on your behalf.

 

3. What if I receive my order and it’s damaged?

In the event that your order arrives damaged, we sincerely apologize in advance. Please contact us immediately at hello@genesistory.com and we will work diligently to resolve the issue.

 

4. Can I return a sale item?

Any product marked as Final Sale cannot be returned or exchanged.

For any other curious questions, do email us at hello@genesistory.com.