Genevieve Gozum

FAQ's

HOW DO I CREATE AN ACCOUNT?

Follow these 3 simple steps to create an account:

  1. Click on Join on the upper right hand side of the landing page.
  2. Just follow the easy steps on the screen and remember to have your payment and address details at hand.You can log in to your account anytime.
  3. Click Submit. You’re now ready to shop!

HOW DO I TO ORDER?

No lines, no crowds. Style 24/7. It’s easy to order in the Genevieve Gozum online store. Just follow these steps:

  1. Create a user account.
  2. Choose a product, size, color and quantity.
  3. Click “Add to Shopping Cart”. You will be given 45 minutes to complete your order once your item is added to your shopping cart. Once 45 minutes has elapsed, the items in the shopping cart will expire. However, if you choose to add items to your Wishlist, these items will never expire.
  4. Click “Proceed to Checkout”.
  5. Check out Method: Register or Log in
  6. Register Billing Information, Shipping Information, Shipping Method
  7. Shipping cost is a flat rate of P80.00 VAT included nationwide. Additional Shipping Insurance will be added to your order.
  8. Choose your payment options.
  9. Upon confirmation and verification of payment, expect an Order Confirmation by email.
  10. Once your order has been dispatched from our warehouse, you will receive a Shipping Confirmation by email. This contains the tracking number of your package. You will receive your items in 1-5 working days depending on your location.

 HOW DO I CHOOSE THE RIGHT SIZE FOR ME?

Genevieve Gozum clothing follows Asian sizing which is smaller than western sizes. Please refer to the tables below to ensure the proper fit for you.

Unit Converter: 1 cm = 0.4 inch

Clothing:

Measurements shown in inches:

   Asia

  US

  UK

 Euro 

  Bust

 Waist

 Hips

      S

  0-2

 4-6

32-34

31"-32"

23"-24"

33"-34"

      M

  4-6

8-10

36-38

33"-34"

25"-26"

35"-36"

       L

 8-10

12-14

40-42

35"-36"

27"-28"

37"-38"

      XL

12-14

16-18

44-46

37"-38"

29"-30"

39"-40"

Measurements shown in centimeters:

Asia

US

UK

Euro

Bust

Waist

Hips

S

0-2

4-6

32-34

79-81

60-62

86

M

4-6

8-10

36-38

84-86

65-67

89-91

L

8-10

12-14

40-42

89-91

70-72

94-97

XL

12-14

16-18

44-46

94-98

75-78

99-102

Shoes:

US/AU

5

5.5

6

6.5

7

7.5

8

8.5

9

9.5

10

UK

3

3.5

4

4.5

5

5.5

6

6.5

7

7.5

8

Euro

35-36

36

36-37

37

37-38

38

38-39

39

39-40

40

40-41

Asia

35-36

36

36-37

37

37-38

38

38-39

39

39-40

40

40-41

Inches

8.5"

8.75"

8.875"

9.0625"

9.25"

9.375"

9.5"

9.6875"

9.875"

10"

10.1875"

CM

21.6

22.2

22.5

23

23.5

23.8

24.1

24.6

25.1

25.4

25.9

 

How to Measure:

Bust

Measure at the fullest part of your bust, keeping the tape parallel to the floor. Make sure the tape is not twisted and is lying flat on the skin. The tape should not be too tight that it’s biting into the skin but not be too loose that it falls.

Waist

Measure around the narrowest part of your natural waist, generally around the belly button. To ensure a comfortable fit, do not pull the measuring tape too tightly.

Hips

Stand with your heels together, measure around the fullest part of your hips. Please make sure to keep the tape parallel to the floor and to measure at the fullest part of your buttocks.

Inseam

Measure from the top of your inner thigh down to the bottom of your ankle.

Tips for sizing:

  1. Our garments are measured lying flat and unstretched. Most knits and stretchable fabrics allow for 2 – 4inches additional because of the stretch. We suggest consulting the “model wear” in the description section of each product page size so you can approximate if the fit will be acceptable to you.
  2. Our Free Size (F/S) is usually considered a size Medium.
  3. If your measurements fall in between sizes, please follow the bigger size.
  4. If you are choosing a top or dress and the measurement of your bust is in a bigger size than the measurement of your waist and hips, please choose the size that your bust corresponds to. If you are choosing a skirt or pants, please choose the size your waist and hips correspond to.
  5. For footwear where half sizes are not offered, please follow the next full size up.

HOW CAN I CHECK THE STATUS OF MY ORDER?

To check the status of your order, simply log on to your account and look for the Order Number of the particular transaction you are inquiring about. We update the status of the orders we receive regularly.

HOW DO I USE MY COUPON / PROMO / DISCOUNT CODE?

It’s easy! When you are ready to finish your transaction:

  1. Proceed to the checkout, and enter the coupon code at the text field below the total amount at the right hand side. You need to enter the code exactly as it was given to you, without any spaces.
  2. Click on Use Coupon. The total amount should be adjusted accordingly. You are now ready to finish your transaction.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We’ve made it easy for you to choose which payment method you are most comfortable with and which one is most convenient for you.

Payment Methods are:

  1. Payment Methods are:Counter payments (please check which counter service you would like from the drop down list when you checkout.)
  2. ATM (Please check which ATM service you would like from the drop down list when you checkout.)
  3. Mobile payments (please check which mobile provider you would like from the drop down list when you checkout.)

WILL I BE CHARGED IN PHILIPPINE PESOS(PHP)?

Yes. All pricing is in Philippine Pesos.

DO I HAVE TO PAY VAT SEPARATELY?

No, all published amounts on the website are inclusive of VAT.

SHIPPING AND DELIVERY

All orders with completed transactions (orders including validated payments) received before 11:00 am PHT Philippine Time (UHT+8:00) will be processed the same day, except Sundays and non-working holidays. All orders with completed transactions placed after 11:00 am PHT Philippine time (UHT+8:00) will be processed the next working day.

Delivery times for shipping will vary depending on location. Please refer to the chart below:

Metro Manila

1 – 3 working days, excluding non-working holidays and Sundays

Luzon

1 – 3 working days, excluding non-working holidays and Sundays

Visayas

2 – 4 working days, excluding non-working holidays and Sundyas

Mindanao

2 – 5 working days, excluding non-working holidays and Sundays

International Destinations

Currently Unavailable

Shipping cost is a flat-rate of P80.00 (VAT inclusive) locally. In addition to the cost of shipping, the customer must pay the mandatory shipping insurance. This is computed as 1% of the total value of the merchandise being shipped. This is to protect the customer against losses and damages to the package during delivery.  

RETURN POLICY & PROCEDURE

Online orders cannot be returned to physical stores. Before you begin the process, please check if your item is qualified for return. We do not allow returns for Net Items which includes promo items, sale items, and for hygienic reasons underwear and socks. Swimwear whose hygiene liners are no longer attached may not be returned.

Within 24 hours of receipt of your order, please make sure to ship the item back to us. You will find the link to the returns form in the shipping confirmation that was e-mailed you. Please click the link and download the returns form.

Please print this returns form and fill it up. It is your responsibility to make sure all the information is true and correct. Include this in the package together with the original delivery receipt. It will be your responsibility to make a copy of the returns form and delivery receipt for yourself. We will be unable to process your returns without this return form and delivery receipt. It is your responsibility to pack the items securely and make sure they will not be damaged in transit.

Please note that items that have been used, altered, damaged (unless factory defect), missing its hang tags cannot be returned. All items must be in brand new, sellable condition with all original tags still attached. All items received will be inspected.

You will also be responsible for the cost of shipping the item to us. We require that you use our authorized courier service LBC. Unfortunately, we will not refund the cost of the shipping, handling and shipping insurance of sending the item back to us. We must receive the item within 7 calendar days from the date the order was placed with us, including shipping period.

Mail the items to:      returns@shopgenevievegozum.com

There is no need to provide a shipping address. LBC will automatically dispatch the items to us.

The Company is not able to offer an exchange on returned items and all returned items will be refunded with a corresponding coupon code once they’ve been received and inspected by our warehouse. If you need a different size or color of the items, then you’ll need to place a new order. To check on the status of your return, please log on to your account.

Once your return has been processed and approved, you will receive a coupon code via email. This coupon code will correspond to the exact amount of the merchandise being returned. Unfortunately we will be unable to refund you the shipping, handling and shipping insurance incurred in the original transaction. Your coupon code will be valid for use for 30 days upon email. After that the coupon code will expire and will be considered invalid. If your total for the new transaction is lesser than the amount in the return coupon code, we cannot offer you a refund for the difference. We strongly suggest that you consume the full amount in the coupon code. If the total for your new transaction is more than the amount in the coupon code, you will have to pay the difference. The new order will not be dispatched until full payment has been received for the whole transaction. We do not allow partial shipping.

Please note that the coupon code is for one time use only and any merchandise redeemed with this coupon code is considered final sale and cannot be returned anymore. All merchandise for purchases in the same transaction wherein the coupon code is used are considered final sale. It is your responsibility to find the appropriate merchandise that will correspond to your coupon code amount as closely as possible. We highly recommend that you make a separate transaction for other items that you would like to order that already exceed the amount covered by your coupon code.