Welcome to the GENORA FAQ page! Here, you'll find answers to some of the most common questions about our products, services, and policies. If you don't see your question here, feel free to contact us at[email protected].
General Questions
What is GENORA?
GENORA is an online clothing store dedicated to offering stylish, high-quality, and sustainable fashion for everyone. Our collections feature timeless essentials, modern trends, and unique statement pieces.
Where is GENORA based?
We are based in Pennsylvania, but we ship to customers across the United States, Canada, and Europe.
Do you have a physical store?
Currently, GENORA operates exclusively online. This allows us to focus on delivering a seamless shopping experience and keeping our prices competitive.
Ordering & Payment
What payment methods do you accept?
- We accept a variety of payment methods, including: Genstore Payments
- Credit/Debit Cards (Visa, Mastercard, American Express, Discover)
- PayPal
- Digital Wallets (PingPong, Airwallex, UseePay, Payssion, OceanPayment, LianLian, Asiabill)
- Other payment gateways (Authorize.net, Braintree)
For more details, visit ourPaymen page.
5. Is it safe to shop on your website?
Absolutely! We use industry-standard encryption and secure payment gateways to protect your personal and financial information.
6. Can I change or cancel my order after placing it?
If you need to make changes or cancel your order, please contact us immediately at[email protected]We process orders quickly, so we may not be able to make changes once your order has been shipped.
Shipping & Delivery
7. Where do you ship?
We currently ship to all 50 U.S. states, Canada and Europe. For more details, visit ourShipping Policy page.
How long does shipping take?
- Shipping times vary depending on your location and the shipping method you choose. Typically, orders are delivered within:
- Standard Shipping: 5–7 business days
- Expedited Shipping: 2–3 business days
- Overnight Shipping: 1 business day
Do you offer international shipping?
Yes, we ship to Canada and Europe. Please note that international orders may be subject to customs fees, taxes, or duties, which are the responsibility of the customer.
10. How can I track my order?
Once your order has shipped, you'll receive a confirmation email with a tracking number. You can use this number to track your package through our shipping carrier's website.
Returns & Exchanges
What is your return policy?
We accept returns within 30 days of delivery. Items must be unworn, unwashed, and in their original condition with tags attached. For more details, visit ourReturn Policy page.
12. How do I initiate a return?
To initiate a return, visit ourReturns Portalor email us at[email protected]for instructions. Please include your order number and the reason for the return.
Do you offer exchanges?
We currently do not offer direct exchanges. To exchange an item, please return the original item for a refund and place a new order on our website.
14. How long does it take to process a refund?
Once we receive your return, refunds are typically processed within 5–7 business days. You'll receive a confirmation email once your refund has been issued.
Product & Sizing
15. How do I choose the right size?
We provide detailed size charts for each product to help you find the perfect fit. If you're unsure, feel free to contact us for assistance.
Do you offer plus sizes?
Yes! We're committed to inclusivity and offer a range of sizes to suit every body type.
17. Are your products sustainable?
Sustainability is a core value at GENORA. We use eco-friendly materials, ethical production practices, and sustainable packaging wherever possible. Learn more on ourSustainability page.
Account & Technical Support
18. How do I create an account?
You can create an account during checkout or by visiting the "Sign Up" page on our website. Having an account allows you to track orders, save payment details, and more.
19. I forgot my password. What should I do?
Click the "Forgot Password" link on the login page, and we'll send you instructions to reset your password.
20. The website isn't working properly. What should I do?
Try clearing your browser cache or using a different browser. If the issue persists, contact us at[email protected]with details of the problem.
Still Have Questions?
If you didn't find the answer you were looking for, our customer support team is here to help! Reach out to us at:
Email: [email protected]
Phone: 505-222-3333
Hours: Mon to Fri, 9am-5pm EST