Shipping Policy
1. Where We Ship and Who Ships It
We ship to all addresses in the United Kingdom, including Northern Ireland, the Scottish Highlands and Islands.
Orders are dispatched directly from our overseas manufacturing and fulfilment partner. This keeps the product priced fairly by removing several layers of middlemen — and it means we are upfront about transit times.
Your parcel is handed to an international carrier and completed by a UK final-mile courier such as Royal Mail or Evri.
We do not ship to PO Boxes, forwarding services or freight-forwarding addresses.
2. Processing Time
Orders are checked and prepared within 1 to 2 working days of payment being confirmed.
Orders placed at the weekend or on a public holiday enter processing on the next working day.
During launches, promotions and peak periods processing can take up to 3 working days. If that happens, we tell you by email rather than leaving you guessing.
You receive a dispatch confirmation email the moment your parcel leaves the warehouse.
3. Delivery Times
Estimated delivery: 7 to 12 working days from dispatch.
Working days are Monday to Friday, excluding UK public holidays. The estimate does not include the 1 to 2 day processing window described above.
Remote postcodes, including some Highlands, Islands and Northern Ireland addresses, may add 1 to 3 working days.
These are realistic estimates based on the route your parcel takes, not marketing numbers. Most orders arrive inside the window; occasionally customs or carrier volumes push a parcel to the later end of it.
4. Shipping Costs, Duties and VAT
Shipping costs are calculated and displayed at checkout before you pay. Where a free shipping promotion is running, it is applied automatically.
UK VAT and any applicable import duty are already included in the price you pay at checkout.
You will not be asked to pay customs charges, handling fees or additional taxes on delivery. If a carrier ever contacts you asking for a payment on one of our parcels, do not pay it — forward the message to support@genusto.com and we will deal with it.
We do not mark parcels as gifts or under-declare their value. It is illegal and it puts your parcel at risk.
5. Tracking Your Order
Every order includes tracking. Your tracking number arrives by email as soon as the parcel is dispatched.
Tracking can take 2 to 5 working days to show its first scan while the parcel moves through the export hub. This is normal and does not mean anything has gone wrong.
Once the parcel reaches the UK, tracking updates become far more frequent and the final-mile carrier will usually send you a delivery window.
Check your spam and promotions folders if you have not seen the dispatch email. If it is genuinely missing, email us with your order number and we will resend the tracking link.
6. Delivery Addresses and Failed Deliveries
You are responsible for providing a complete, accurate delivery address. Please double-check house number, flat number and postcode at checkout.
If you need to change your address, email support@genusto.com within 12 hours of ordering. Once the parcel is dispatched the address cannot be changed.
If delivery fails because the address was incorrect or incomplete, or because the parcel was not collected from a depot or collection point within the carrier's holding period, the parcel may be returned to the sender. In that case we can reship at your cost or refund the product price minus the original outbound shipping.
If you are not in, the carrier will usually leave the parcel with a neighbour, in a safe place, or at a local collection point, and will notify you.
7. Split Shipments and Multi-Item Orders
If you order more than one unit, or a bundle, your items may arrive in separate parcels on different days.
This is normal and does not mean part of your order is missing. Each parcel has its own tracking number.
If one parcel of a split order has not arrived within 5 working days of the others, contact us and we will investigate.
You are never charged extra for a split shipment.
8. Delays, Lost or Damaged Parcels
If your parcel has not arrived within 20 working days of dispatch, contact us at support@genusto.com with your order number. We will open an investigation with the carrier.
If a parcel is confirmed lost in transit, we will send a replacement at no cost to you or issue a full refund — your choice.
If your parcel arrives visibly damaged, take photos of the outer packaging and the product before disposing of anything and send them to us within 48 hours of delivery. We will arrange a replacement or a refund.
Nothing in this policy affects your statutory right to receive your order within 30 days unless a longer period was agreed, or to cancel and be refunded if we fail to do so.
Claudio Romanazzi OÜ — Nõmme tee 64-3, Kristiine, 11311 Tallinn, Estonia — support@genusto.com