Frequently Asked Questions

No, you can checkout as a guest but registering for an account is simple and beneficial.

Some of the perks of registering are:

View the status of your order(s)

Save your favourite products to your wishlist

Share your wishlist

Manage your address book

Loyalty reward points

Process returns

Enjoy exclusive treats on your birthday

Receive early access to sales and promotions

Write product reviews

Request a price match.

And much more.

We accept all major debit and credit cards including Visa, Mastercard, American Express,  Maestro and Solo.

When making a payment using your debit or credit card, please ensure your name and billing address matches the card holder address details held by your card issuer. We also accept payment via PayPal.

If you have registered an account with us you can see in your account the current status of your order. For those that opted to purchase as a guest you will be notified via email as the status of your order progresses.  

To get your items to you as soon as possible, our warehouse team processes orders straight away – that means we can’t cancel or make changes to an order once it’s gone into warehouse. If you have just placed your order, you can try contacting the customer service team via Live Chat or by emailing cs@geniescave.com to see if they can quickly make any amends for you.

For any technical difficulties you are experiencing on our site, please contact us via the Live chat or send an email to cs@geniescave.com with a detailed description of your issue, including screenshots if possible.

We’re really sorry about that! Please email cs@geniescave.com and we’ll get this sorted for you.

We’re really sorry you’ve received a faulty item – our warehouse team work very hard to ensure the orders are in perfect condition. We’ll get this sorted for you, just email cs@geniescave.com

Unfortunately at present we are only taking orders from customers whom reside and wish to have their orders delivered within the UK.

Absolutely, Our team of expert buyers are always on the lookout for the best prices and we take pride in offering you the best deals on genuine items.

At geniescave, you can browse in peace and mind knowing that the products offered has undergone a rigorous inspection process to ensure authenticity. Whether it’s a brand-new pair of Adidas trainers or even high-end items from the likes of Balenciaga or Moncler, every item is treated with the same level of care and respect.  All our products are sourced via reputable partners and verified retail outlets.

Returning is simple! You have 14 days upon receipt of your order to return all or part of your order to qualify for an exchange or refund. We don't offer a free returns service. As much as we would like to have offered this service if we did, we would have had to raise our prices to handle the reverse logistical costs and I am sure you would be more pleased with better prices over the occasional time you may need to return an item.

To return your order please follow these steps;

1. Fill out the returns details paperwork that was sent with your with your order, stipulating the reason for return and whether you would like an Exchange or Refund.

If you are a registered customer, you also have the option to fill out your returns directly from within your account.

2. Package your item(s) securely in a bag ensuring the returns paperwork is enclosed.
3. Please have the parcel sent to us only from your local post office. Please ensure that you request a proof of posting and send via a service that will cover the cost of the value of goods being returned in the unlikely event the parcel gets lost whilst in transit.
4. Geniescave can't be held responsible for any damages or lost items during transit. So, hang onto that proof of posting receipt, just in case.

It’s unlikely as we are primarily selling clearance products. However we are looking to introduce a Back In Stock Alerts function that will lets our customers subscribe to restock notifications on select out-of-stock products. If the product becomes available for ordering, customers will receive an automatic notification about this in their email. 

Yes, Once you’ve filled in all your billing address details during the checkout, you can easily add a different delivery address.

Via Live Chat or the Contact Us form

It can take up to 14 days for us to process your return upon receipt. Don’t worry though, as we will pop you an email when your return is completed. Any refund processed to a credit or debit card will appear on your statement within 5 working days from the date it was processed.

If you don’t hear from us within 21 days of sending your item(s) back, please contact us with your order number and the details about which items you sent back. Our friendly advisors will then see what they can do for you.

Don’t panic! Take a look at your tracking information, which can be found on your despatch confirmation email, to see where your parcel is. If it has taken longer than the stated delivery time, please contact us with your order number to hand, and we will be happy to look into this further.

If you have already placed your order, please contact us via web chat, or through our contact us page with your order number to hand, and we will see what we can do for you. 

Please click on the forgot password , which is located in the login page of our website, enter your email address and click ‘recover’ to receive a password reset email. Once that’s arrived, click on 'Reset Password', which will take you to our website. There, you’ll be prompted to enter and save a new password, so that you can enjoy using your account again.

If you don't receive the password reset email within a few minutes please check your junk mail folder. If you have any trouble, please contact us and we’ll be happy to support further.

We look to process and dispatch orders placed before GMT 14:00 within 1-2 working days of receipt of order unless you opted to choose a speedier delivery service. Please note: during busy periods, our cut-off and delivery times may vary. 

If multiple customers have lines in their cart that are down as the 'Last Piece' available then only that customer that checks out first will secure the order. Other customers on checkout will find that as they checkout such item(s) that are no longer available have no been removed.

If multiple customers have lines in their cart that are down as the 'Last Piece' available then only that customer that checks out first will secure the order. Other customers on checkout will find that as they checkout such item(s) that are no longer available have now been removed.

No, Geniescave does not hold or store any credit/debit card details. At the point of purchase, a secure tunnel to the card processing company's servers is created and the card details are entered directly onto the PCI-DSS (Payment Card Industry - Data Security Standards) servers. 

Please use the contact us form to send your question or use the live chat.