How to order?
You can easily place the order by adding to your cart the product you want and checkout or if you want a custom made strap with adjustments for your needs send us a message on our Facebook page. We’ll respond as fast as we can.
How Long Will It Take To Receive My Order?
For an available item, we need between 1 day for the preparation plus shipping which depends on where you live. Take into consideration that due to high order volume some products may not ship immediately as they may be made to order. If you need something quickly please email to check availability. Also, you can place a backorder, meaning that the order is going to be processed in the next 8-12 working days.
How can I return my item if it isn’t suitable?
We offer a 14 day returns policy which starts from when you receive your parcel. You are not required to obtain permission from us to return an item, assuming it is still in an unused condition with the tags intact. We recommend using a tracked service to return items in case any problems arise with your return. If you have received a damaged or incorrect item, please contact us to obtain a free returns label. Read the Return Policy for more information.
Do You Ship Internationally?
No, we ship only in the European Union.
Can I return a personalized product?
No, due to the nature of these items, unless they arrive damaged or faulty, we cannot accept returns. Please read Return Policy before placing or returning an order.
How can I contact you if I have any problems with my order?
Our customer service team are happy to assist with any problems with your order or any queries you may have about our products. We can be reached by email:
workshop (-@-) genuinestrap.com or direct message on our Facebook page: @genuinestrap. We aim to reply to all messages within 24 hours Monday-Friday. Any queries sent over the weekend will be responded to on the following Monday.
I’ve received an incorrect item or my item is faulty, what do I do?
We have a quality control procedure in place to try our best to keep incorrect items/faulty items being sent to an absolute minimum. If on the rare occasion you receive an item that is damaged or that is different from what you ordered. please contact us as soon as possible to inform us of the issue. Our customer service team may request photographs from you to be able to issue you with a free returns label. To speed up this process we recommend attaching images of the problem item and your invoice showing the packers signature to your initial message to us. We will endeavour to replace or fully refund any items which are damaged or incorrectly sent.
If I order more than 1 item, can you offer me a postage discount?
We aren’t always able to offer postage discounts as our postage fees are calculated based on weight. Postage costs are listed in the ‘postage and payments’ tab before checkout or on ‘cart’ page. Paying for items individually will be liable to the full postage cost which we are unable to refund once the order has been placed.
My parcel hasn’t arrived, where is it?
For items sent via a tracked postal service, you will be sent your tracking number via email once we have shipped your parcel. Please check the status of your tracking number in the first instance. If your parcel is showing as delivered but you don’t have your item, we recommend checking in any safe places or with any neighbours to see if they have accepted the parcel on your behalf. If your tracking does not show as being delivered or your parcel was untracked and hasn’t arrived after 7 days, please contact us to try and resolve this for you.
How do I receive the discount offered on your listing?
We constantly offer promotions and discounts to our customers to give you the best value for our products. This may be a standard discount from a previous selling price, or it may be part of a multi-buy promotion. These promotions are advertised on our listing and generally require a purchase of more than 1 item. To receive these discounts and promotions, you are required to add all eligible items to your basket where the discount will be applied before proceeding to the checkout. Unfortunately, we are unable to make any refunds once orders have been placed for offered promotions if these steps aren’t followed. This also applies to any ‘free postage above a certain spend’ promotions.
I’ve made a mistake with my order, can I change it?
We will endeavour to make amendments to orders where a mistake has been made, however, please note that we cannot guarantee this. Please contact us as soon as you notice any errors and we will try our best to accommodate any changes. If your order has already been dispatched, the usual returns policy will apply if you wish to send it back to us.