1. WHEN CAN I BEGIN TRACKING MY ORDERS?
Order processing time usually takes 48 hours but can take up to 7 business days before shipment. Deliveries can take up to 1 week to 2 months. It depends on what you purchased. However, we have also in some rare cases experienced longer shipping times due to holiday season or randomly selected inspection done by your country's customs office.
2. MY TRACKING HAS NOT UPDATED FOR A WHILE, WHAT IS WRONG?
If your order takes longer than 1-3 weeks, it usually means that the package(s) was randomly selected by the customs office to be inspected. This means they will have to open the package, inspect it, seal it back up and send back on its way to you.
Please be patient for a little longer and understand that we are doing our very best to rush your orders for you. Please also understand that if the package is in customs, we cannot call to rush them since the customs office is a government entity and it is there to protect your country. We are not in any way affiliated with any shipping companies, thus please direct all questions concerning your package delivery, change of address, mail forwarding, to your local postal office.
The reason we offer free shipping and ship all our orders via parcel is that private companies such as DHL or Fedex charge our international customs a very high and unreasonable import tax. In order to avoid this completely, and to give our customers the best price, we ship all our products in a parcel. We really appreciate your patience in this.
3. WHAT IS MY ORDER IS LOST IN TRANSIT?
Rest assured, all our orders are protected by our GenZ Order Insurance. If your order does not arrive at you or gets lost in transit, we can certainly issue a full refund for your purchase, resend the item to you, or issue you a store credit.
4. HOW LONG ARE YOUR PRODUCTS IN STOCK FOR AND WHAT ABOUT PRICE FLUCTUATIONS?
Our products can stay in stock anywhere from 1 day to 3 months. Our pricing does fluctuate depending on if certain trade, import, or tax policies between countries change.
So if you see something you like and the price is right, you should purchase it immediately before it sells out or the price rises.
5. WHERE IS THE STORE BASED?
We are based in Italy.
6. WHERE DO YOU SHIP FROM?
We ship from sweat-free factories located in Shanghai. So, please expect your items to be shipped separately (if you order more than one item), as different factories specialize in different areas of manufacturing. We ship for Free World-Wide via Parcel. This way you are able to receive your items internationally without having to pay any import taxes for orders below $1000. We currently do not offer expedited shipping via FedEx, UPS, DHL etc. because of the high import taxes, they charge to their customers (you).
7. WHAT SIZES ARE AVAILABLE FOR YOUR CLOTHING?
We offer different sizes for different clothing. Each product should have its own measurements for you to compare yourself against. If there are none, let us know by email and we can send them to you! Please keep in mind all our clothing production is based in Shanghai, so expect them to be slightly more slim fitting than Europe/US sizing!
8. DO YOU ACCEPT ORDERS PLACED OUTSIDE OF THE US?
We sure do! We proudly ship worldwide for FREE. We do this via parcel, this way you can avoid any import taxes for orders below $1000. We currently do not offer expedited shipping via FedEx, UPS, DHL etc. because of the high import taxes, they charge to their customers (you).
9. HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Order processing time takes 1-7 business days before shipment. Deliveries can take up to 1 week to 4 weeks. It depends on what you purchased. However, we have also in some rare cases experienced longer shipping times (more than 4 weeks) due to holiday season or randomly selected inspection done by your country's customs office.
10. I HAVE RECEIVED ONLY PART OF MY SHIPMENT, WHERE ARE THE OTHER ITEMS?
If you ordered multiple items, there is a good chance that these products are housed in different warehouses. Thus, some items might arrive earlier than others. If you'd like to know the status of your other items, please email us with your name and order number.
11. CAN I CHANGE MY ADDRESS/ORDER?
Please email us as soon as possible if you wish to change or cancel your order. Note that once the item has been fulfilled and marked as shipped, we are not able to make any changes or cancellations to your order.