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 delivery times takes 5-10 business days to be delivered to your address.
  • Do you offer expedited shipping?

  • We offer expedited shipping, 2-4 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 $5.95. Shipping is free for orders over $150.
  • 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?

  • We ship your package DDU, ‘duties and taxes unpaid’. If your order does require these 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 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 my order once it’s been placed?

  • We are able to cancel your order if the request is placed within 48 hours from purchase. If it is outside this timeframe or if the order was shipped, we are unable to guarantee cancellation.
  • Can I change or modify my order?

  • If your order hasn’t been shipped yet we can change the size, color, quantity or edit your shipping address. However, we are unable to add pieces to an existing order.
  • 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?

  • At this time orders can only be placed online. If you have any questions about an existing or future order, feel free to contact us at hello@genuine-people.com. Our hours of operation are Monday - Friday (9AM-6PM PST) we will get back to you within 1 business day.

Returns

    How can I return an item?

  • All items may be returned within 30 days from the day your order was placed. Items must be returned in their original condition, with all tags attached. To request a return please email us hello@genuine-people.com to receive your prepaid shipping label.

  • Please note, here are our non-returnables: Jewelry, Scarves, Sunglasses, Hair Accessories, Tights, Bras, Bodysuits, Swimwear, Lingerie, Gift Cards. A select number of sale items may be marked FINAL SALE, these are not eligible for refund, exchange, or store credit.
  • If you purchased an item on sale it may be returned for store credit (gift card).
  • If the item you purchased was not on sale it may be returned for a refund.
  • 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 product, please return it for Store Credit. Once your return package has been processed, and your credit issued, you can exchange it for anything on the website.
  • 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