Return & Exchanges
Returns & Exchanges
Every Genteel Handmade piece is created with care, whether selected from our Ready-to-Wear collection or individually crafted to your specifications.
Ready-to-Wear Returns
Ready-to-Wear products can be returned within 30 days of delivery, provided they are unused, unworn, unmounted and returned in their original condition and packaging.
A €20 return shipping charge applies when return shipping is arranged by Genteel Handmade.
You can submit a return request directly through your Genteel Handmade customer account.
Made-to-Order & Bespoke
Because our Made-to-Order and Bespoke pieces are individually crafted according to your selected specifications, they cannot be returned, exchanged or cancelled due to a change of mind.
This includes products made according to your chosen dimensions, leather, colour, stitching, lining, hardware, embossing or other personalised specifications.
We therefore recommend carefully checking your selections before placing your order.
This does not affect your statutory rights if the product is faulty, defective or does not match the specifications confirmed with your order.
Faulty or Incorrect Products
If your order arrives with a manufacturing defect, is damaged, or does not match the specifications confirmed with your order, please contact us at george@genteelhandmade.com.
Where the issue is confirmed to be our responsibility, we will cover the return shipping costs and arrange the appropriate repair, replacement or refund.
EU Right of Withdrawal
Customers in the European Union have a statutory 14-day right of withdrawal for eligible non-personalised products.
This statutory right does not apply to products made to your specifications or clearly personalised, including applicable Genteel Handmade Made-to-Order and Bespoke products.
Eligible EU customers can exercise their right of withdrawal directly through their Genteel Handmade customer account.
For statutory withdrawals, the customer bears the direct cost of returning the goods. Where return shipping is arranged by Genteel Handmade, the return shipping charge is €20.
Your statutory consumer rights remain unaffected.
Refunds
Once your return has been received and inspected, we will notify you and process the applicable refund.
For EU statutory withdrawals, refunds are processed in accordance with applicable consumer law, including reimbursement of the standard outbound delivery cost where required.
For any questions regarding a return or exchange, please contact us at george@genteelhandmade.com.