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Home / FAQ - Genuine
Do you order something on our website? Then you choose whether we deliver it to you or whether you pick up the order from our warehouse. How you pay depends on the choice you make.
I have my order delivered at home
You pay online if you have your order delivered at home. Choose your favorite items, go to your shopping cart and choose the way you pay for the order:
I will pick up my order from the warehouse
Do you prefer to pick up your order? Of course, you can. You then pay for your order at our warehouse. You can pay with:
For orders with an amount higher than $250, we require a 50% deposit on the website.
What do I do if my order is incomplete or not delivered?
My order is not complete
If your order is not complete, we will refund the amount of the undelivered item to your account.
Are you coming to pick up your package from us? Then you pay nothing for the undelivered item.
If you have not yet received the amount returned, or have paid for an item that was not in your package, please contact our customer service .
My order was not delivered to the right address
Check in your order confirmation whether you have chosen the correct delivery address.
Attention! When you place an order, make sure you have used the correct address. Don't forget to change it to your current address before completing your order.
Genuine account
Do you want to know what the advantage of a Genuine account is? An account offers you many advantages:
You do not always have to fill in your personal details with a new order
You can put items in your shopping cart both on your mobile phone or a desktop and finish your order later
You can check the status of your orders online
How can I create a GENUINE account, change data or delete my account?
Would you like to know how to create a GENUINE account?
You are now registered and will receive a confirmation by e-mail.
There is now an area on the GENUINE website that is only available to you. That is why it is called 'my account'. This contains all your personal data and an overview of your orders from the online store.
How does GENUINE deal with my privacy?
GENUINE respects the privacy of visitors to its website and ensures that the data is treated confidentially. If you want to know more about this, read our privacy statement. If you want to know more about this, read our privacy statement .
At GENUINE we love a discount! For example, you get a 5% lucky discount with upon signing up and you can save online for discount vouchers . We regularly have great offers, GENUINE promotions and online discount codes.
Where can I find the current GENUINE offers
On our offers page you will find all current offers. You do not need a discount code for these offers, but we will automatically calculate the discount for you. So handy.