FAQ

Shipping & Delivery

    How long does it take for my package to arrive?

  • Orders are typically shipped within 1-3 business days. Once your order ships standard delivery time takes 5-10 business days to be delivered to your address.

    • Do you offer expedited shipping?

  • We offer expedited shipping, 2-5 Business Days, to most countries. If you wish to receive your order sooner please select this service upon checkout.

    • Can Genuine People ship to anywhere in the world?

  • We ship to all US states and territories, as well as 100 other countries.

    • Where does my order ship from?

  • All orders are shipped from our two International locations, Shanghai and San Francisco. Your order may be shipped in separate packages from different locations based on availability.

    • What are your US shipping rates?

  • All US orders are shipped with a flat rate of $19.95

    • What are your International shipping rates?

  • Please check the following link for our International shipping rates.

    • How can I track my order?

  • Once your order ships, you will receive an email with your tracking number, and link to track your package. You can also track your order by visiting Track Your Order.

    • Can I change my shipping address after my order has been placed?

  • Yes, please email us as soon as possible with your new shipping address at hello@genuine-people.com. Unfortunately, once an order has been shipped we are unable to change or modify the shipping address.

    • How much duties and taxes do I have to pay?

  • For International orders, we ship your package DDU, ‘duties and taxes unpaid’. If your order require additional charges, they must be paid by you in order for your package to clear customs. If you have other questions regarding duties and taxes in your country, please contact your local customs office. For more information on taxes and duties please visit here.

Orders

    Do I have to open an account to shop at Genuine People?

  • You can shop at Genuine People without creating an account. However, if you decide to register with us you will be able to:
    1. • Track current orders and review past purchases
    2. • Request returns directly from your account
    3. • Add items you love to your Wishlist
    4. • Save your address for next time

    • Can I cancel or modify my order once it’s been placed?

  • If you need to cancel or modify your order before it has been shipped, please contact us at +1 415-650-1836 or email us at hello@genuine-people.com. Orders that have been shipped can not be cancelled or modified. Please note, Made to Order items may not be cancelled after purchase.

    • I received only part of my order, where is the rest?

  • Occasionally we will ship orders in more than one package to expedite the process. As soon as the remaining products are available they will be shipped to you, at no additional cost.

    • Can I order by telephone?

  • Yes, please give us a call at +1 415-650-1836. Our hours of operation are Monday - Friday 9AM-6PM PST.

    • Can promo codes be combined?

  • Promotions are limited to one per order and cannot be combined.

Returns

    How can I return an item?

  • All items may be returned within 14 days from the day your order was placed. Items must be returned in their original condition, with all tags attached. To request a return, simply navigate to Returns from your desktop computer or mobile device and have your order number and email address associated with your order ready. You’ll then tell us what you’d like to ship back and why, and we’ll send you a prepaid shipping label with return instructions.
  • Please note, here are our non-returnables: Eyewear, Hats, Hair Accessories, Tights, Beauty Products, Magazines, Lifestyle Goods and Gift Cards. A select number of sale items may be marked FINAL SALE, these are not eligible for refund, exchange, or store credit.
  • International returns follow the same rules, but we are unable to offer a prepaid label for orders delivered outside the US. For more information about our return policy please visit here

    • How do I make an exchange?

  • To exchange your item, simply navigate to Returns, enter your order number and email address, and tell us what you’d like to exchange. You’ll then receive a prepaid shipping label with our return instructions.

    • Where can I drop off my return package?

  • If you live in the United States, you can drop off your package at a local USPS office or a USPS-authorized shipping center.

Payments & Refunds

    What payment methods do you accept?

  • We accept all major Credit Cards as well as Paypal and Amazon Payments.

    • I returned my item, when will it be processed?

  • Returns for store credit will be processed within 5 business days after receiving the merchandise. Refunds are processed within 14 business days. You will be notified via email once your return process has been completed.

Size Guide

    How can I determine my correct size?

  • Please see our size guide for all general sizing information. Please note sizing tends to vary between different styles, you may find the more accurate size of each item on the product page. If you have any further sizing questions feel free to email us at hello@genuine-people.com