FAQs

ORDERS

When will my order be shipped out?

In-stock items will be shipped out within 3-5 days from the date of purchase for all local orders. Kindly understand there may be delays during exceptionally busy periods such as festive seasons.

International shipments are subject to availability and selected mode of shipment. This may take anywhere from 7-21 days depending on location. If you require faster and/or urgent shipping, kindly contact us via the contact form or email us at hello@gennuu.com.

Can i change or cancel my order?

All orders are final once they have been processed. Once the order has been placed and payment has been made, we are unable to cancel your order.

Please ensure all details on your order are correct before confirming your checkout. In particular, we recommend double-checking your email address, delivery address and the acceptance, and accuracy, of promotional codes.

For any issues, you can drop us an email at hello@gennuu.com.

What happens if i receive a damaged/faulty/defective item?

Kindly visit our refunds/repair/returns page here to request for a return/repair/refund on your item. We will get back to you within 48 hours.

Do i need to pay import taxes/duties?

Import duties and taxes are not included in the item price or shipping cost. These charges are the responsibility of the customer and will be collected from you by the carrier. Once an order is given to the carrier, the item becomes that carrier's responsibility and GENNUU is no longer liable. GENNUU is not responsible for any packages lost or damaged while in transit to a destination outside of Singapore. Duties/Taxes on goods will vary according to your local tax system. We are unable to provide this information for you at checkout. Your local post office or carrier can give you information on the methods of payment accepted for the duties, taxes, and other fees collected upon delivery. GENNUU will include a commercial invoice declaring the full dollar value paid on international shipments.

In the event that an order is returned to us due to incorrect delivery address provided by you, or if left unclaimed, the full cost of redelivery will have to be borne by the customer.

If you refuse a shipment from GENNUU, you are responsible for the original shipping charges as well as the import and return fees that may be incurred upon delivery back to us.

Can i return my products?

Please view our detailed return policy at this page. In the unlikely event that your delivery is not identical to your order (wrong or missing), please send us an email at hello@gennuu.com (please quote your order number with your enquiry) within 3 days upon receiving the item and we will get back to you within 48 business hours.

MATERIALS

We use Silver 925 and brass electroplated with 18K gold and white gold for our pieces. Our jewellery pieces are hypoallergenic and nickel-free.

Kindly note that our studs and piercings are not surgical piercings, and cannot be used for fresh piercings.

To ensure your pieces remain in their best condition, please view our best practices on how to care for your GENNUU jewellery here.

BULK ORDERS

If you are interested to place bulk orders for gifting, corporate and personal events, please drop us an email at hello@gennuu.com to enquire. We will get back to your request within 48 business hours.