Question 1

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

Accepted Answer

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.

Question 2

* Is my package insured?

Accepted Answer

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.

Question 3

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

Accepted Answer

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.

Question 4

* Can I add items to an existing order?

Accepted Answer

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.

Question 5

* Does Suigeneris ship to multiple addresses?

Accepted Answer

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.

Question 6

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

Accepted Answer

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.

Question 7

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

Accepted Answer

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.

Question 8

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

Accepted Answer

For information on delivery and shipping charges to your destination

Question 9

* What packaging will my order be shipped in?

Accepted Answer

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.

Question 10

* How do I make a purchase?

Accepted Answer

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.

Question 11

* Can I track my order?

Accepted Answer

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'.

Frequently asked questions