FAQ - Frequently Asked Questions
FAQ – Frequently Asked Questions
Welcome to the section dedicated to our most frequently asked questions. Here you will find all the useful information regarding orders, shipping, payments, returns, and support.
If you have any further questions, you can contact us at any time.
📦 ORDERS
How can I place an order?
You can purchase directly from our shop by selecting the product and clicking “Add to cart”. Alternatively, you can request a personalized quote through the product page or by contacting us.
Can I modify or cancel an order?
Yes, if the order has not yet been processed.
Contact us as soon as possible at:
📧 shop@genco-outdoor.it
📞 +39 331 336 1444
If the order has already been handed over to the courier, it will no longer be possible to change the address or cancel it.
🚚 SHIPPING
What are the shipping times?
Times vary based on product availability. The average is 3–4 business days for products ready in stock and 2 weeks for products in production.
How can I track my order?
As soon as your order is handed over to the courier, you will receive an email with the tracking link.
What happens if the product arrives damaged?
In case of transport damage, our Delivery Integrity Guarantee applies.
Send within 48 hours:
-a photo of the damage
-the order number
to shop@genco-outdoor.it.
We will proceed with a replacement or a refund.
Will the products be delivered inside my home?
No, standard delivery is provided up to the point closest to the street number that the courier can reach with their vehicle.
↩️ RETURNS AND REFUNDS
Can I return a product?
Yes, you have the right to return within 14 days of delivery.
The product must be in perfect condition and in its original packaging.
Who pays for the return shipping?
Return shipping costs are borne by the customer, except for damaged or incorrect products.
How is the refund processed?
After the goods are returned and their condition is verified, we will refund the amount using the same payment method used for the purchase.
👉 Consult our complete policy here: Return Policy
🛠 ASSEMBLY AND SUPPORT
Do you offer an assembly service?
No, at the moment we do not offer assembly.
However, most products arrive pre-assembled or with simple instructions.
How can I contact customer service?
We are at your disposal:
📧 shop@genco-outdoor.it
📞 +39 331 3361444
💳 PAYMENTS
Which payment methods do you accept?
We accept all major payment methods, including:
- Visa
- MasterCard
- PayPal
- Google Pay
- Apple Pay
- Bank transfer
Is the payment secure?
Yes, all transactions are protected by SSL protocol and certified anti-fraud systems.
Is it possible to pay in installments?
At the moment, this is not possible.
Can I pay cash on delivery?
No, cash on delivery (COD) is not available at the moment.
By paying in advance, how can I be sure the product will arrive?
Purchasing from Genco Outdoor is very secure, and the product you purchase with an advance payment will be provided exactly as shown on the site. For added security, you can pay via PayPal, which acts as a guarantor for your purchases.
🪑 PRODUCTS
Are the product colors accurate to the photos?
We try to represent products as accurately as possible.
Small variations may depend on the display used.
Can I request custom materials or colors?
Certain products offer customization. Contact us and we will assist you in your choice.
Does the product price remain the same if I place the order in two months?
Product prices may change over time, so if you are decided on purchasing a product, we recommend doing so immediately to "lock in" the price and the unit of furniture you desire.
❓ OTHER QUESTIONS
Do you have a showroom or shops?
Yes, our showroom of over 400sqm is located in Polignano a Mare.
We reserve customizable discounts for our regular customers.
If you didn't find the answer you were looking for:
📧 shop@genco-outdoor.it
📞 +39 331 3361444
We are always happy to help you!