Shipping Policy
This policy sets out how GENA, operated by [TO CONFIRM: legal entity name], Unit B6, 12th Floor, Wing Wah Building, 677 King's Road, Quarry Bay, Hong Kong ("GENA", "we", "us"), dispatches and delivers orders placed at genaluxe.com.
Processing time
Orders are dispatched within 7 days of the order being placed. Each bag is finished by hand before it leaves us, and we would rather check a piece properly than send it early. You will receive tracking by email as soon as the parcel is collected.
Where we ship
We ship to Indonesia and to 157 countries internationally. If your country does not appear at checkout, we do not currently ship there. Write to us at oliver@investlandbali.com and we will tell you whether that is likely to change.
Carriers and cost
All prices are in US dollars.
- International: USD 35.00 flat, sent with DHL Express and tracked to the door.
- Free international shipping: on orders of USD 549.00 and above.
- Indonesia: USD 16.61.
Shipping is calculated at checkout once you enter a delivery address, and the exact amount is shown before you pay.
Import duties and taxes
Prices at checkout do not include import duties, customs charges or local sales tax. Where these apply they are set by the destination country, charged on delivery, and payable by the recipient. We have no control over these amounts and cannot refund them. If you are unsure what applies where you live, check with your local customs authority before ordering.
Address accuracy and contact details
Please check the delivery address and phone number before you pay. DHL requires a working contact number to clear customs and arrange delivery. Parcels delayed, returned or lost because of an incorrect address or an unreachable number are not our responsibility, and reshipping is charged again.
Delays
Once a parcel is with the carrier, transit time is out of our hands. Customs inspections, weather and public holidays all cause delays that no carrier can guarantee against. If your tracking has not moved for more than five working days, contact us at oliver@investlandbali.com and we will chase it with DHL.
Damage in transit
Inspect your parcel on arrival. If the bag arrives damaged, email us at oliver@investlandbali.com within 48 hours with photographs of the item and the outer packaging, and we will resolve it with you.
Contact
Questions about an order or a delivery: oliver@investlandbali.com.