Frequently Asked Questions

If you are interested in a product, you can click on it to see a description, possibly choose size or color, and to buy the item. Click the 'Add to cart' button, and choose whether you want to continue shopping or go to checkout.
If you have chosen to continue shopping but do not want any more products, click 'Go to checkout' in the top right corner of the page.
You can choose a different delivery address, so you can send your purchase to another address. When you fill in your contact information, you can check the box 'Choose another delivery address' (e.g., your workplace) and provide the address.
For shipments with PostNord, GLS, or Danske Fragtmænd to a delivery point, you must subsequently choose a parcel shop, parcel locker, post office, etc., as the delivery point for your package. When the package is ready for pickup at the selected delivery point, you will receive an email/SMS.
Note that there is FREE shipping on purchases over 40€ with delivery in Denmark. Shipping on purchases under 40€ costs from 5.95€.

Some items may unfortunately be temporarily out of stock. Under the 'Add to cart' button on a product, you can see when the item is expected to be back in stock in the webshop.

For each product, there is a field called description and details. Here, there will be a description of the product, and if there are any special details worth knowing, this field will also be filled out.

For other specific questions, you can contact customer service by phone at +45 8816 7626, available Monday to Thursday from 10 – 16 and Friday from 10 - 15.30. You can also send an email to service.eu@gensestore.com, so we can help you with your question.

We reserve the right to make offers and promotions, and therefore we cannot guarantee that certain products will go on offer and/or promotion after a purchase. Therefore, the price indicated at the time of purchase is also the valid price.

When you shop at Gense, you have the option to pay with the following payment methods:

• VISA/Dankort
• MasterCard
• MasterCard Debit
• Maestro
• VISA
• VISA Electron
• VISA Debit
• Mobilepay

We do not charge a payment fee, regardless of which of the above payment methods are chosen.

 

We handle the sale and shipping of the product and do not come into contact with or see your credit card information. They are handled exclusively on a secure server with a secure connection (encryption) via a payment facilitator.
When encryption is used, you can see it by the padlock displayed in the lower right corner of the page, and your information is thus protected against third parties.

We also cannot withdraw more than the amount you have accepted when placing your order. Legally, you can get your money back if:

• The item is not delivered
• You use your right of withdrawal – see the section below
• Money is withdrawn from your account without your prior acceptance

The amount is first withdrawn from your card when the items are shipped from the webshop's warehouse. You will receive an email when the order has been shipped from the warehouse.

Unfortunately, it is not possible to pick up your order.

We deliver to:

· Germany
· Austria
· France
· Poland
· Italy
· Spain
· Netherlands
· Finland
· Belgium
· Luxembourg
· Portugal
· Hungary

The delivery time is 3 - 5 business days. Orders placed before 2 pm on business days, and where all ordered items are in stock, we strive to ship the same day. Orders placed on other days (weekends, holidays, and other closing days) we strive to ship the next business day. Delivery is made with PostNord, GLS, or Danske Fragtmænd, depending on which provider you choose, and the delivery time will depend on the provider's delivery frequency.

There may be longer delivery times during particularly busy periods, e.g., in the weeks leading up to Christmas and after extraordinary shopping days such as Black Friday, and we take reservations for delayed or incomplete delivery due to force majeure.

For purchases over 40€, delivery to private and business addresses and delivery points (parcel shops, parcel lockers, post offices, etc.) is free. For purchases under 40€, the delivery cost starts from 5.95€.

As soon as your order is packed and shipped from our warehouse, you will receive an email. This email will contain a track & trace number that you can use to track your package on the carrier's website. Please note that it may take up to 24 hours before the tracking link is active.

If you are not home at the time of delivery, the package will be delivered to the nearest parcel shop, parcel locker, post office, etc., where you can pick it up. You will be notified by email/SMS where and when the package can be picked up. For some carriers, it is also possible to have the package delivered at a specified place on your property (e.g., in a carport, garage, etc.), provided that you have made an agreement with the carrier.

You have the right to return your purchase within 14 days of receiving your package. To do so, fill out the return form included in your package and send the item back to us. It is important that the returned item is in original condition and packaging. The return shipping costs must be covered by you, and you are responsible for the package until it reaches us. Therefore, we recommend that you use a shipping method that allows you to track the package.

If you wish to exchange an item for another, you must first return the original item by following the return procedure. Then, you can place a new order for the item you want instead.

We process returns as quickly as possible. Once we have received and inspected the returned item, we will process your refund within a few business days. The refund will be made to the same payment method you used for your purchase. Please note that it may take some time before the refund is visible in your account, depending on your bank or card issuer.

You can contact our customer service by phone at +45 8816 7626, available Monday to Thursday from 10 – 16 and Friday from 10 - 15.30. You can also send an email to service.eu@gensestore.com, and we will get back to you as soon as possible.

Our customer service is available Monday to Thursday from 8 – 16 and Friday from 8 - 15.30.