WHEN IS PRODUCT RESTOCKED?
We try to restock inventory every weekend. We don't restock every product category, every Friday, but we usually restock Day Bag ll’s, Camera Straps, and Clutches. To know exactly when items will be restocked, follow us on Instagram [@GenuinaMarket] as we always announce when and what we will be restocking that week. We will NEVER restock a duplicate item or pattern, as they are all ONE-OF-A-KIND. Once a bag is sold, it is irreplaceable and will never be in stock again.
CAN I PLACE A CUSTOM ORDER?
No, we do not take any special or custom orders at this time.
WILL AN ITEM BE ON HOLD IF IT IS IN MY CART WHILE I SHOP FOR OTHER ITEMS?
The site does not allow for items to be held in your shopping cart while you continue to browse the site. All of our bags are one of a kind and someone else can put the same item in their cart at the same time. If they enter their information before you get a chance to check out then they will be the one who receives the order confirmation. You may still be guided through the check-out process and then never receive an email confirmation. If you do not receive an email confirmation regarding your order then your order most likely did not get processed. The website will not update your cart if an item is sold out. If the item still remains in your cart even after it says sold out on the site, it is sold out and you should remove the item from your cart if you want to process another order. We wish everyone could get the exact bag they want, but with one of a kind items it can be difficult.
HOW DO I CARE FOR MY ITEMS?
Should you choose to, you may use a leather conditioner but many of our customers prefer to let the natural oils of their skin wear on the leather to get that buttery soft feel. Should your patterned huipil snag you can snip the loose threads with scissors. DO NOT PULL THEM. Some also like to use Scotch Gard Brand Protector on the fabric portion of their bag. After 30 days from the time you've received your bag, Genuina Market will no longer assume responsibility for repairs of your product.
WHAT IS YOUR RETURN POLICY?
All returns must be reported to our office with 10 days of receipt of your shipment. Your return must be approved by our office. Contact our office at firstname.lastname@example.org with the subject line "RETURN" and let us know that you would like to return your bag and you will receive an exchange authorization number. Do not return product unless you have an approved claim number. Product must be in original package, unused, and in salable condition. A 15% re-stocking fee will be charged to all returned orders. We will refund your credit card, or mail a company check for the amount you paid minus the re-stocking fee. Sorry, we cannot refund shipping charges or postage. Your return order must be shipped and received at our office within two weeks of receiving your claim number. If your order comes after the two week time frame Genuina Market reserves the right to refuse your return.
CAN I EXCHANGE MY BAG?
We accept exchanges up to 10 days after you receive your Genuina Market order. It must be in the same resalable condition you received it. Your exchange must be approved by our office. Contact us at email@example.com with the subject line "EXCHANGE" and let us know that you would like to exchange your bag and you will receive an exchange authorization number. After you receive your authorization number, you may mail your bag back in it’s original packaging. Once we receive your item to our warehouse, we will be able to process the exchange and you will be issued a store credit code. You will need to pay for the return shipping of your initial order and of the new bag as these fees go directly to our carrier UPS. Your exchange order must be shipped and received at our office within two weeks of receiving your claim number. If your order comes after the two week time frame Genuina Market reserves the right to refuse your return.
WHAT IF I BOUGHT A PRODUCT DURING A SALE BUT I WANT TO EXCHANGE IT FOR ANOTHER PATTERN/STYLE/SIZE?
Products bought during a Sale cannot be returned for full retail value. If you are still within the 10 day window of receiving your item, we are willing to take it back as an exchange. Email firstname.lastname@example.org to receive a Return Authorization Code and to begin the exchange process. Once we receive your exchange to the warehouse, we will then be able to issue you a store credit code for the value you paid for the item on sale. We will not reimburse you for the shipping charges to you, or back our warehouse.
*Example: Day Bag II: $258, Shipping costs: $17.95, 15% off sale: -$38.7 = $219.30 store credit code.
WILL YOU GET A BAG AGAIN THAT IS ALREADY SOLD OUT?
Since the bags are one-of-a-kind it is unlikely, but not impossible that we will get another bag similar to it. We buy “huipiles,” or the patterned fabric, randomly and in such large quantities that when we receive them in the US they are considered an assortment. We don’t know what patterns we will get until they arrive, and you won't know till they are online!
I JUST COMPLETED MY ORDER ONLINE BUT CAN I SWITCH THE BAG I ORDERED? I SAW A NEW ONE I LIKE BETTER!
You certainly can! You would just need to send an email to email@example.com immediately after placing your order, prior to shipping, and ask to cancel your order. You will then need to place a new order with the bag you want separately.
WHAT PRODUCTS ARE ACTUALLY HANDMADE?
All of them! He have recycled huipiles that take 2-3 months to make and are 5-10 years old. We take pride in purchasing our huipiles from as many women as possible and paying a fair price. Genuina Market huipiles are then hand washed and listed online. The leather is hand treated and cut. No machines are used other than a sewing machine.
WHEN WILL I RECEIVE MY ORDER?
Genuina Market ships within 24-48 hours, allow an additional 6-8 business days for UPS to deliver your order.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship USPS Priority Mail Insured for international orders.
WHY IS INTERNATIONAL SHIPPING SO EXPENSIVE?
We try to get the best rates possible for shipping but being a small company we don’t get the lowest rates possible. As we grow we will continue to negotiate rates in hopes that we can continually lower shipping rates. If you have your own shipping account with UPS, DHL, or FEDEX you can use that instead.