FAQs

Online store

HOW CAN I FIND OUT IF A PRODUCT IS AVAILABLE ON GENEZZIA.COM?

Some of our GENEZZIA items are available for purchase on the Genezzia.com website. In order to check the availability of an item, choose the article that interests you on our website and click on it. This will result in one of two things:

If the « Order » button appears, this means that you can order it online. Please be aware that only the available sizes will be displayed.

HOW CAN I GET A RECEIPT FOR MY ONLINE PURCHASE?

For all orders placed on our Genezzia.com website via your GENEZZIA account, you will receive an order confirmation and receipt by email. Your receipt will also be sent along with your package to the billing address you provided. You can also get a hard copy of your receipt from your customer account on the Genezzia.com website by visiting the « Orders » section then clicking on the receipt you wish to print If you placed your order as a guest, your receipt will be sent together with your order to the delivery address you provided..

Terms of delivery

WHAT ARE GENEZZIA'S DELIVERY TERRITORIES ?

At this time, GENEZZIA ships to Canada.

WHAT ARE THE DELIVERY TIMES AND COSTS?

Orders placed on Genezzia.com are prepared by GENEZZIA teams and delivered through a variety of carriers (Canada Post, UPS, Fedex, DHL, United States Postal Service) depending on your location. Delivery times are estimates and may vary for remote areas.

Delivery time in Canada
  • Expedited parcel : delivery within 2 to 3 business days
  • Xpresspost : delivery within 1 to 3 business days

Please note that, beyond the above delays, delivery delays are automatically submitted to you at checkout.

Methods of payment

WHAT PAYMENT OPTIONS ARE ACCEPTED ON THE GENEZZIA.COM WEBSITE?

Payment for purchases on Genezzia.com can be made using Paypal, Mastercard, American Express, Visa.

IS AN ONLINE PURCHASE ON GENEZZIA.COM SECURE ?

All transactions carried out on the Genezzia.com site are highly secure. An SSL encryption system is in place to protect personal and payment data. Furthermore, GENEZZIA is committed not to store any of your credit card details.

Finally, we reinforce the security of payments thanks to the 3D Secure system for Mastercard, American Express and Visa cards which are equipped with it. An additional step takes place at the time of payment, allowing to verify the identity of the cardholder and to validate the transaction.

Each bank has its own authentication. If you have any questions about your 3D Secure code, please contact your bank directly.

Your order

I WOULD LIKE TO BE DELIVERED TO AN ADDRESS DIFFERENT FROM MY HOME ADDRESS, HOW DO I DO ?

When you placing your order, you have the possibility to register a billing address (which you can modify) and a delivery address.

I WOULD LIKE TO CHANGE MY DELIVERY ADDRESS, HOW DO I DO ?

You can change your delivery address by accessing the « Your profile » section in « your account ».

Your order will be delivered to the delivery address mentioned in your order summary e-mail and in the « Your orders » space.

It is not possible to change your delivery address after confirmation of your order.

HAS MY ORDER BEEN SENT ?

If you made your order using your GENEZZIA customer account, log into your customer space and click on « orders ». You will then be able to consult the status of your order.

Our orders are shipped through a variety of carriers (Canada Post, UPS, Fedex, DHL) depending on your location.

HOW DO I TRACK THE PROGRESS OF MY ORDER?

If you placed your order using your GENEZZIA customer account, you can follow the progress of your order by logging into your space and then clicking on “orders”. Then, click on the tracking number in order to be informed of the shipping steps of your order.

This same tracking number has also been communicated to you in the shipping confirmation e-mail; it is useful for you to track the progress of your order.

If you have placed your order as a guest, we invite you to contact our Customer Service Department, our advisers will be pleased to inform you about the progress of your order.

I HAVE PLACED AN ORDER BUT I HAVE NOT RECEIVED IT YET. WHAT CAN I DO?

If you made your order using your GENEZZIA customer account, connect to your customer area and then click on “my orders”. You will then be able to track the status of your order.

CAN I CANCEL OR MODIFY MY ORDER?

If you wish to modify or cancel your order, please contact our Customer Service Department, our advisors will be happy to assist you with your request.

Your account

HOW TO CREATE AN ACCOUNT?

You can create your GENEZZIA customer account by clicking on “Your account” located in the top menu of our site. Then click on “Register” and fill in the required information marked with an asterisk. Finally, click on “Validate”.

A confirmation email will be sent to the email address you provided when you created your account.

If you need help or would like more information, please contact our Customer Service Department.

CAN I DELETE MY ACCOUNT ON GENEZZIA.COM?

If you wish to delete your account, we invite you to contact our Customer Service Department who will help you through the steps to follow.

HOW TO SUBSCRIBE/UNSUBSCRIBE TO THE GENEZZIA NEWSLETTER ?

To subscribe to our newsletter, we invite you to go to the “Newsletter” section in order to fill in the registration form.

If you wish to unsubscribe from our newsletter, click on the hyperlink at the bottom of each GENEZZIA newsletter.

You can also contact our Customer Relation Service for any questions relating to the GENEZZIA newsletter, our advisers will be pleased to guide you.

WHAT ARE THE ADVANTAGES OF CREATING AN ACCOUNT?

Creating an account on www.genezzia.com allows you to be quickly identified by the House when making purchases on the online store.

You can also:

– consult the history of your orders

– follow the routing of your orders

– exchange or return eligible products

– update your contact information

For your security, Genezzia.com does not store your credit card information and will not share your personal information with any third party.

HOW DO I RETRIEVE MY ACCOUNT PASSWORD?

If you have forgotten your password, click on “Your account” and then on “Forgotten password”. An e-mail will be sent to you to reset your password.

GENEZZIA products

DOES GENEZZIA USE ANIMAL TESTING?

Our products are not tested on animals.

ARE GENEZZIA PRODUCTS HYPOALLERGENIC?

GENEZZIA products are manufactured to avoid the risk of allergies.

We strive to offer products that are :
– Paraben free
– Made in Canada
– Hypoallergenicpan
– Non comedogenicpan
– Fragrance-free

– Not tested on animals.

DO GENEZZIA PRODUCTS CONTAIN GLUTEN?

As a preventive measure and to go further in the fight against cosmetic allergies, GENEZZIA products do not contain gluten in the ingredients of the formulas.

Despite the utmost attention with the tracking system, GENEZZIA cannot certify that the products have not been in contact with gluten during the production process of the suppliers.

WHERE ARE GENEZZIA PRODUCTS MANUFACTURED?

GENEZZIA’s lipsticks are made in Canada and the lip pencils are made in Germany.