Frequently asked questions

* Can I change my shipping address after my order has been dispatched ?

We are unable to redirect orders to a different address after dispatch. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.



* Is my package insured?

All items are insured against theft and accidental damage whilst in transit from Suigeneris to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.



* How will I know you received my order & when will payment be deducted?

After you place your order, you will be sent an email confirming that it has been received. Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, you will receive an email from us and will only charge your credit card for the value of the items in stock.



* Can I add items to an existing order?

It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.



* Does Suigeneris ship to multiple addresses?

You may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.



* Do I need to set up an account to place an order?

Register with us and you will be able to enjoy the following benefits through your Suigeneris account: - Track your orders and review past purchases
- Save your address and shipping details for faster shopping.
- Manage your account details, order history and see order status.



* How much taxes and shipping costs will I have to pay?

By default, product prices are displayed including 21% VAT. This VAT applies to orders dispatched within UK and all other EU destinations. For all countries VAT doesn’t apply and will be automatically deducted during checkout. Before proceeding to checkout, you have the option to calculate shipping costs according to your shipping destination. When you update the total, shipping costs will be automatically added to your final price and VAT removed if you ship to a destination outside of the EU. Please note that depending on the country you are shipping to, extra import duties, customs and local sales taxes may apply. These supplementary costs are the customer’s responsibility.



* How soon can I get my order and much will it cost?

For information on delivery and shipping charges to your destination



* What packaging will my order be shipped in?

By default your order will be delivered in a basic packaging. You always have the option to send your purchase wrapped up as a beautiful gift. Please tick the 'Send as a gift' box when you reach the checkout page to add this service.



* How do I make a purchase?

Shopping at www.all-about-suigeneris.eu is easy. You can shop by browsing the 'Shop' section or directly search by product category. Once you have found an item, select your quantity and use the 'Add to cart' button underneath. Review the items in your shopping bag by selecting the 'Shopping bag' link at the top of the page. You can add products to your Wish List or use the 'Remove from basket' link to delete items from your shopping bag. Click on 'Proceed to checkout' to complete your order.



* Can I track my order?

Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My account' followed by ‘My orders'.



* What are Cookies? Should I be worried about them?

A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and are therefore nothing to worry about. Most browsers are automatically set up to accept cookies, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items. Please read our Privacy Policy for more information regarding Cookies.



* I've forgotten my password. What should I do?

If you have forgotten your password, change it here or follow the 'Forgotten password' instructions on the 'Sign in' page.



* Is it safe to use my credit card online at www.all-about-suigeneris.eu ?

At Suigeneris, your personal online security is important to us. To secure your payment we work with Paypal. Their integral SEP gateway (Secure Electronic Purchase), which operates under international protocols Verified by Visa and MasterCard SecureCode, offers highest level security and payment protection. As your orders are processed directly through their secure checkout system, your card number will never be communicated to us, making your payment 100% secure.



* Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this. To register at www.all-about-suigeneris.eu, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address and telephone number. Please note that your credit card details are not being stored on our servers, making your payment 100% secure. Please note that Suigeneris only informs you about latest arrivals and news when you are subscribed to the newsletter. If you would prefer not to receive these updates, you can unsubscribe anytime using the unsubscribe link in the newsletter email. For further detail, read our Privacy Policy in full here.



* Can I return or exchange an item?

We’re happy to offer a refund or an exchange for any items that are not completely satisfactory excluding shipping costs. Exchanges and returns are accepted within 14 days of the date of receipt. Items must be unused, in perfect sellable condition and in their original packaging. Boxes cannot be torn open. Sale items or items purchased using a discount code can only be given store credit. No exchanges or refunds will be given on Final Sale items. Please contact us by using the contact form, stating your order number and the nature of the problem so that we can better serve you in the future. Packages sent back without a prior email will not be accepted. If you have any questions, don’t hesitate to contact us.



* Will I be refunded the full value of my order?

Your refund will be credited to the original purchaser's credit card. Shipping costs will not be refunded. If your order has been sent to a destination within the EU, VAT will be refunded. Import duties, customs and local sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. Please be aware that it can take up to 10 days for the refund to appear in your account.