Summer Sale - Up To 90% OFF RRP
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Frequently Asked Questions

MOST ASKED FAQs

What delivery options do you offer?

Standard UK Delivery / £3.00
3-5 working days for delivery
Delivery times may change during busy periods. 
Only available on orders less than £25.00

Standard Signed For UK Delivery / £5.00
3-5 working days for delivery
Delivery times may change during busy periods.

Express UK Signed For Delivery / £10.00
1-2 working for delivery.
Order Before 12pm, Orders made after the delivery cut off time will be delivered the day after (excludes bank holidays).

Please note for signed for delivery services, if no-one is around to sign for your parcel it will be returned to the local depot for collection or re-delivery. 

What is your returns policy?

We have a no quibble return policy - which does exactly what the wording states. You want to return something, for any reason at all, and we won’t quibble, argue or even raise an eyebrow. As long as we receive the returned item(s) unused and in its original packaging within 14 days of the receipt of your order, we’ll exchange or refund it, no questions asked. Unfortunately, our returns policy doesn't apply to some items or where certain conditions have not been met. Any such items are clearly identified within the product details listing on our website. Please ensure that you are not wearing perfume, aftershave, deodorant, foundation, make-up or anything which may leave marks or scent on the garment. We may not refund or exchange any garment where there is evidence that these instructions have not been followed. Please note we are unable to accept returns on any form of underwear clothing, pierced jewellery, swimwear, toiletries and fragrances.

Do you offer a Free service?

As much as we would like unfortunately we do not offer a free returns service. We have considered offering this service, but most companies that do offer this absorb the costs in other areas – for example putting up the price of their products. We want our prices to be exclusive and by doing so I am sure you would agree that you would prefer better product pricing rather than a free returns delivery scheme that would only be useful if you needed to return goods.

I want to return some or all of my order, How do I do this?

We have made it as simple as possible for you to return goods. All you need to do is complete the back of the order form detailing the items being returned and the reason for return. Please follow the detailed guidelines on best practises for returning your goods. If you require further assistance please feel free to get in contact.

How do I return a damaged or Incorrectly Received item?

We're sorry you've received a damaged / incorrect item. To return the item it is similar steps to that of returning an unwanted item. However please contact us so that we can provide you with a Pre-Paid returns label so that you do not incurr return delivery charges.

Item not showing available in my size, will it come back in stock again?

Due to the way we buy, our stock is usually quite varied and we don’t always get the same products twice. Once a size or colour variation sells out, we may never get it in again. This means our customers have to be quick to get their hands on the latest sales as once they’re gone, they really are gone!

What is back in stock notification?

This is something our tech team are currently working on. It will give customers the option to select certain products that have sold out to be notified in the event the item becoming available, a prime example is from another customer's return. If the item becomes available we will notify you amongst any other customers that have requested the same and it will work on a first to place order basis. If the item goes back out of stock again before you've purchased it, you'll need to sign up to be notified again. 

Your prices are so cheap, are the items genuine?

We can confirm that the items we sell are 100% Genuine. The lines we primarily stock are end of line old season clearance styles from retail stores groups that have at the end of the year cleared out the season’s styles to accommodate the new season range. Also from time to time we acquire from our supply chain network liquidated stocks from companies that have gone bankrupt or fallen into administration. Unless stipulated all the lines we stock are grade A. If a product has been listed as Grade B, We will mention this next to the product. Such lines are common if the stock originated from our retail partners, Such lines may have some minor marks due to the nature of how they were originally offered for sale. Such lines we class as Grade B and majority of the time any marks would come off if cleaned in accordance the garment's washing instructions.

Can I modify my order once placed?

If you are wanting to modify your order, please contact us right away.

Step 1 - Contact our friendly Customer Service Team as soon as possible via email, telephone or through our Contact Us page.
Step 2 - Our Customer Service Team will advise you if your order can be modified.
Please note: If your order has already been passed to our warehouse team, we will be unable to modify your order. 

I live outside of the UK, Can I order?

Unfortunately not, at present we are only accepting orders from UK based customers. 

I live within the UK but want to send my order outside of the UK, Is this possible?

Unfortunately not, at present we are only accepting orders from UK customers that reside and have their goods delivered within the United Kingdom.

How long will it take for my refund?

It can take up to 5 working days for us to receive your returned items. Once your return has been received, inspected and approved, your refund will be processed and credited to your original payment method within 7 working days. 

How do I contact Genies Cave?

There are several ways you can get in contact with us;

a) Via the contact us form
b) Email cs@geniescave.com 
c) Via Live Web Chat 
d) Call us on local rate 0161 390 0625 (Weekdays 09:00 - 17:00, Excluding Bank / Public Holidays)