FAQ - Frequently Asked Questions

FAQ – Frequently Asked Questions

Welcome to the FAQ section. Here you'll find all the useful information about orders, shipping, payments, returns, and customer support.
If you have any further questions, you can contact us at any time.

📦 ORDERS

How can I place an order?
You can purchase directly from our shop by selecting the product and clicking "Add to cart." Alternatively, you can request a personalized quote via the product page or by contacting us.

Can I change or cancel an order?
Yes, if the order has not yet been processed.
Contact us as soon as possible at:
📧 shop@genco-outdoor.it
📞 +39 331 336 1444

If the order has already been handed over to the courier, it will no longer be possible to change the address or cancel it.

🚚 SHIPPING

What are the shipping times?
Lead times vary based on product availability. The average is 3–4 business days for in-stock products and 2 weeks for products in production .

How can I track my order?
As soon as your order is handed over to the courier, you will receive an email with the tracking link.

What happens if the product arrives damaged?
In case of damage during transport, our Delivery Integrity Guarantee comes into play.
Submit within 48 hours:

Will the products be delivered to my home?
 No, standard delivery is expected to be as close to the street address as the courier can reach with their own vehicle.

↩️ RETURNS AND REFUNDS

Can I return a product?
Yes, you have the right to return items within 14 days of delivery.
The product must be in perfect condition and in its original packaging.

Who pays the return costs?
Return costs are the responsibility of the customer, except for damaged or incorrect products.

How does the refund work?
After the goods have been returned and their condition has been verified, we will refund the amount using the same payment method used.

👉 See our full policy here: Return Policy

🛠 ASSEMBLY AND ASSISTANCE

Do you offer assembly service?
No, we do not currently offer assembly.
However, most products come pre-assembled or with simple instructions.

How can I contact customer service?
We are at your disposal:
📧 shop@genco-outdoor.it
📞 +39 331 3361444

💳 PAYMENTS

What payment methods do you accept?
We accept major payment methods, including:

  • Visa

  • MasterCard

  • American Express

  • PayPal

  • Google Pay

  • Apple Pay

  • Bank transfer

Is the payment secure?
Yes, all transactions are protected by SSL protocol and certified anti-fraud systems.

Is it possible to pay in installments?
 This is not possible at the moment.

Can I pay cash on delivery?
 No, cash on delivery is not available at the moment.

If I pay in advance, how can I be sure that the product will arrive?
 Purchasing from Genco Outdoor is completely secure, and the product you purchase with prepayment will be delivered exactly as displayed on the website. For added security, you can pay via PayPal, which will act as a guarantor for your purchases.

🪑 PRODUCTS

Are the product colors true to the photos?
We try to represent the products as accurately as possible.
Small variations may depend on the display used.

Can I request custom materials or colors?
Some products are customizable. Contact us and we'll help you choose.

Will the product price remain the same if I place an order in two months' time?
Product prices may change over time, so if you're determined to purchase a product, we recommend purchasing it now to lock in the price and one piece of furniture you want.

❓ OTHER QUESTIONS

Do you have showrooms or shops?
 Yes, our showroom of over 400 square meters is located in Polignano a Mare.


If you didn't find the answer you were looking for:
📧 shop@genco-outdoor.it
📞 +39 331 3361444

We're always happy to help!