What is my GENUINS size?
If this is your first time wearing a BIO footbed, it’s important to know that the shape is anatomical. This means you will notice certain contours in the footbed that help position your foot correctly. At first, it may feel unusual, but once you try them, you won’t want to take them off!
We recommend choosing the size you usually wear. Keep in mind that there should be a small gap (approximately half a centimeter) at both the front and back of the insole to ensure proper foot positioning. If you have any doubts, Genuins offers a free size exchange.
Did you order your GENUINS and got the wrong size?
We offer a free size exchange in Spain, Portugal, Germany, Austria, Belgium, and France.*
EXCEPT: Canary Islands, Ceuta, and Melilla. Just email us at contact@genuins.com, and we’ll guide you through the process.
PRODUCT INFORMATION
How to clean Genuins sandals?
The cleaning method may vary depending on the material. Here’s a guide to help you clean them properly:
● Cork footbed: Wipe with a damp cloth and let them dry upright before storing.
● Suede sandals: Use a soft fine-bristle brush and gently rub the stained area. If the stain persists, try using a slightly damp cloth and then let them dry completely.
● Suede sandals: Lightly rub the stained area with a damp cloth or a cloth with water and soap, then let them dry completely.
How to clean Genuins Home?
● Felt: Most Home models are made of felt. To clean them, use a sponge with water and soap to remove stains, avoiding scrubbing too hard.
● Fur: You can use a sponge or a cloth with water and soap to remove stains. Then, let them air dry or dry in the sun, and they’ll look as good as new.
● Inner sole:
○ Fur footbed: Clean with a damp cloth or wipe, then dry with a hairdryer at a safe distance to prevent the fur from matting.
○ Cork footbed: Wipe with a damp cloth and let them dry upright.
○ Suede footbed: Use a soft fine-bristle brush.
IMPORTANT: Remember that all our models have an anatomical cork footbed, so machine washing is not recommended.
PAYMENT INFORMATION
What payment methods are available?
You can pay with debit/credit card, PayPal, Amazon Pay, Google Pay, Apple Pay, Bizum, bank transfer, or Klarna.
SHIPPING INFORMATION
We ship to almost all parts of the world. If you have any questions about a specific area or country, please contact us.
| Region | Delivery Time |
|---|---|
| Mainland Spain | 24/48 business hours |
| Rest of Europe | 3 to 5 business days |
| International | 10-20 days (depending on the region) |
During sales periods, promotions, or high-demand seasons, shipping may take an additional 1 to 2 business days.
HAVE A PROBLEM WITH YOUR ORDER?
If you have any issues, contact us at contact@genuins.com, and we will resolve your problem as soon as possible.
Can I change my shipping address?
If you need to make any corrections to your order details, please email us as soon as possible, and we’ll see what we can do. Keep in mind that we can only make changes to orders that have not yet been processed by our warehouse.
I haven’t received my order confirmation.
It may take up to two hours to receive the confirmation email after placing your order (please check your spam folder just in case). If the payment has been processed but you still haven’t received confirmation after two hours, contact our Customer Service.
EXCHANGES & RETURNS
EXCHANGES
Free exchanges in Spain, Portugal, Germany, Austria, Belgium, and France.*
EXCEPT: Canary Islands, Ceuta, and Melilla
We cover the first size exchange as long as the requested size is available.
Steps to follow:
● Fill out this form requesting an exchange, and we will respond shortly.
Exchanges for Canary Islands, Ceuta, and Melilla:
Steps to follow:
● Fill out this form requesting an exchange, and we will respond shortly.
● You must send the item you want to exchange to our offices. In this case, shipping costs are the customer’s responsibility, and we do not accept cash-on-delivery shipments. You can use any courier service, but we recommend choosing one with tracking, as we are not responsible if the item does not reach our offices.
● Once we receive the item, we will send you the requested product.
If you wish to exchange an item, you have 15 calendar days from the date of delivery. Genuins reserves the right to refuse exchanges communicated or sent after the deadline or items that are not in their original condition: unused, in their original box, with labels, and without damage.
If you want to return an item along with your exchange request, you can do so for an additional charge of €5.95, which will be deducted from the refund amount.
If you are exchanging an item for one with a different price, any price difference must be covered:
- If the new item is more expensive, the customer must pay the difference.
- If the new item is cheaper, the difference will be refunded as a personalized voucher valid for one year from the date of issuance.
RETURNS
Returns available for Spain, Portugal, Germany, Austria, Belgium, and France.*
EXCEPT: Canary Islands, Ceuta, and Melilla
If you want to return your product and do not wish to use the free exchange service, you must notify us through the form to obtain our return label. This service has a cost of €5.95, which will be deducted from your refund amount, plus an additional €2 per extra pair.
You have 15 calendar days from the date of delivery. Genuins reserves the right to refuse returns communicated or sent after the deadline or items that are not in their original condition: unused, in their original box, with labels, and without damage.
For purchases made during OUTLET or GENUINS DAY sales campaigns, refunds will be issued as a gift card redeemable for new collection items.
The refund will be processed within 1 to 15 business days after receipt at our warehouse and will be credited to the same payment method used for the purchase. Only the product price will be refunded, not the shipping costs.
Returns from other countries:
Steps to follow:
● Fill out this form to notify us of your return.
You have 15 calendar days from the date of delivery. The customer is responsible for the return shipping costs and must send the item to our offices.
No returns accepted for outlet items or in-store samples (Genuins Concept Store, Elche).
What if there is an error with my order or a manufacturing defect?
If the product has a manufacturing defect or the wrong item was sent, we will replace it at no extra cost. Genuins will cover both the return and replacement shipping costs.
HANDCRAFTED & SUSTAINABLE MANUFACTURING
At Genuins, each pair of shoes is the result of a sustainable and handcrafted process, 100% made in Spain, specifically in our factories in Elche, Alicante.
We use high-quality, eco-friendly materials like cork and felt to create comfortable and durable products. Our production focuses on sustainability, reducing our carbon footprint, and ensuring that each pair is unique and environmentally responsible.
COLLABORATIONS
If you’re an influencer or work in the press, email us at collab@genuins.com.
RETAIL
If you’d like to sell GENUINS in your store or become a distributor, request more information at retail@genuins.com.
