FAQ's

Need to return an item?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Refunds are issued in the form of Store Credit Only. 

To be eligible for a return, your item MUST BE:

• in the same condition that you received it, unworn, unwashed, & unused, with tags, and in its original packaging.
• Swimwear or undergarment liners must still be in place. 
• free of animal hair and/or perfume/smells. 
• Shoe boxes must be encased in another box for shipping to protect the items. If you send shoes back with stickers and return labels directly on the box, or if the shoe box is damaged, we will not accept the return. 

Shipping cost will be your responsibility.

Exchanges
If the item is still in stock, we are happy to offer an exchange of items within the 14 day return window.  Shipping cost of the return and the new order will be your responsibility. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please be aware that it's normal for makeup palettes to have some dusting around the outside of the pans - this is not considered damage.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as Print on Demand or personalized items) or beauty products (makeup or makeup tools).  Please get in touch if you have questions or concerns about your specific item or it it arrives damaged.

Unfortunately, we cannot accept returns or exchanges on final sale items (Clearance or Specialty Sale items) or gift cards.

How To Submit a Return/Exchange Request:

1. Access the Return Portal:
2. In the Email/Zip Code field, enter your email address or zip code, and then click "Start Exchange or Return."
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and follow any additional prompts.
5. Select if you prefer Exchange or Store Credit.

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you will receive a refund in the form of store credit, minus the return shipping cost. 

If we have not received your returned item within 28 days of its approval, your return request will be cancelled & a refund of store credit will not be issued. 

 

You can always contact us for any return question at Support@GenevieveByHoffman.com.

How To Submit a Return/Exchange Request:

1. Access the Return Portal:
2. In the Email/Zip Code field, enter your email address or zip code, and then click "Start Exchange or Return."
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and follow any additional prompts.
5. Select if you prefer Refund, Exchange, or Store Credit.

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you will receive a refund, minus the return shipping cost.

If we have not received your returned item within 28 days of its approval, your return request will be cancelled & a refund will not be issued. 

Certain types of items cannot be returned, like custom products (such as Print on Demand or personalized items) or beauty products (makeup or makeup tools).  Please get in touch if you have questions or concerns about your specific item or it it arrives damaged.

Unfortunately, we cannot accept returns or exchanges on final sale items (Clearance or Specialty Sale items) or gift cards.