Customer Service

Returns

Lora GENE® wants to ensure your complete satisfaction. For online purchases, we will accept Items not worn, used or damaged for a full refund as set out below. 

Customer satisfaction is our top priority, and as such we handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order, if you are not perfectly satisfied with your goods we will happily offer you a full refund or exchange. 

We must stress that in order to receive a refund or exchange, the item(s) must be unworn and in perfect condition, with all labels attached and in the original packaging. Please, follow the steps below: 

Simply return the item or items in their original condition within 14 days of receipt to "Lora Gene" if they were delivered from our showroom. We will issue a full refund (excluding original delivery charge) on receipt, or exchange the item for a different size/colour, if preferred and available.  Please, note: 

- To kindly notify us of your intentions by email to return the Item within 48 hours of delivery and our team will assist you on the process accodingly; 

- Once provided with confirmation from our side, please seek to return items within 14 days of the date of your originally submitted return request. Returns outside these time frames may be accepted at the discretion of "Lora Gene", and depending on the circumstances may only be refunded as a store credit; 

The item(s) is under your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item back to us is under your responsibility as well. 

All successfully returned items will be only credited to the account used to originally purchase the items, less any taxes, import duties or shipping charges incurred.  With exchanges, your new item(s) will be shipped to you as soon as we receive your returning package and any additional payment which is required. 

PLEASE NOTE: New and unused means that there are no marks on the item(s) or any wear on the tags. We do not sell used items and will not accept any item(s) with any indication that it was used. In such cases, the item will be returned to the purchaser. "Lora Gene" is not responsible for any item that is not returned in the manner set forth above. 

If you have any additional questions or concerns, please do not hesitate to contact us at customer.service@genestyle.com

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