Estimated delivery: 2 - 3 weeks

Delivery to International locations outside the UK, USA and Europe will be shipped Delivered Duty Unpaid (DDU). Shipping costs are calculated based on the delivery location and weight of your order. Shipping costs are exclusive of any cross-border customs duty, taxes and fees. Buyers are responsible for paying import duties, taxes, inspection costs, and other costs associated with importing the goods.

If delivery is not available to your country, please contact us at support@igennus.com and we will be able to quote a delivery charge and approximate transit time.

Commercial Invoice

For all destinations outside the UK, USA and Europe, a commercial invoice will be attached to your order. This will notify local customs of the content and value of the parcel. The price dictated on the commercial invoice will reflect the order total. Any discounts (including loyalty points and subscribe & save pricing) will be reflected on the commercial invoice. Free gifts will be valued at the price of GBP 1.00 on the commercial invoices.

If delivery is attempted and you are not available to receive it, a card may be left asking you to collect the parcel from your local pick-up shop. You may also be able to provide an alternative address, if you are unable to receive it at the original address. Should all attempts to deliver fail and/or the parcel not be collected, then it should eventually be returned to us.

When packages are returned to us as undeliverable because they have been refused, unclaimed or the delivery address was either incorrect or incomplete, we can arrange for your order to be re-sent to you, but will, in this case, have to charge the normal applicable postage fee. If you no longer require the package, the value of the items will be refunded, less any shipping costs incurred for the carrier to return the package to us. No shipping charges will be refunded.

Lost shipment

We will arrange a replacement or refund for lost or damaged parcels. A parcel may be considered lost if it has not arrived within the following time periods:

• UK - 10 working days 
• USA - 10 working days
• Europe - 15 working days
• Rest of World - 25 working days

Damaged or faulty product

If you have received a faulty or damaged product, please contact us within 14 days of the date you received the item. We will offer you a full refund for this, and may arrange for a return of the product and/or ask you for some more information, if we feel that this needs to be further investigated.

Changed your mind & returns

If you changed your mind about your order, you can withdraw from the purchase of an item within 14 working days of the delivery to you, provided the product is still completely sealed and in sellable condition. In this case, please wrap the item securely in its original packaging with the original despatch note included and contact us to let us know that you wish to return the product. We will advise you about the next steps. 

Customers are responsible for providing the correct billing and shipping addresses at the checkout. This includes the house name or number, street name, city and post code. Igennus does not take responsibility for insufficient or incorrect addresses and will not be liable to replace or refund orders which are not delivered due to an insufficient or incorrect address.

If you have made an address error, please contact us at support@igennus.com as soon as possible. Where possible, we will endeavour to amend the address before the order is dispatched. We cannot guarantee the change of address once an order has been dispatched.