GenioGoods support
Quick help for orders, delivery and product care
Find clear answers about GenioGoods orders, shipping, returns, sizing, personalization, payments, customer support and apparel care. Everything here is designed to help you shop with confidence before or after placing an order.
Free international shipping
Available on GenioGoods orders to supported destinations.
Made to order & customizable
GenioGoods apparel is produced after purchase, with personalization available across the store.
Returns & withdrawal
EU customers can use our withdrawal page. Damaged, defective or incorrect items are always reviewed.
Support within 24 business hours
Our team is here to help with your order.
Orders & Shipping
How long does it take to process and deliver my order?
Orders are usually processed within 3–5 business days after payment confirmation. All GenioGoods products are made on demand, which means each item is produced after an order is placed.
Estimated delivery times after dispatch:
United Kingdom: 3–8 business days
European Union: 4–12 business days
United States & Canada: 5–12 business days
Japan: 6–14 business days
Brazil: 8–17 business days
Australia & other international destinations: 7–20 business days
Delays caused by customs, local carriers, weather conditions or seasonal peaks are beyond our control, but we’re always here to help if your order needs support.
Can I modify or cancel my order after purchase?
Because all GenioGoods products are made to order, modifications or cancellations must be requested within 12 hours of purchase. Once production begins, changes can’t be guaranteed.
Personalization is available across GenioGoods apparel. If you add a custom name, text, date, number, phrase, image, design request or other customer-specific detail, please check everything carefully before placing your order. Once a personalized item enters production, the custom detail usually can’t be changed or cancelled.
Please double-check your size, shipping address, personalization details and order information before checkout.
Do you offer free international shipping?
Yes. GenioGoods offers free international shipping on eligible orders to supported destinations. Shipping times may vary depending on your location, product type, local carriers and customs processing.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with a tracking link. You can also use our Track Order page at any time to check the latest delivery updates using your order number, tracking number or checkout details.
What happens if I entered the wrong shipping address?
Please contact us as soon as possible if you entered the wrong shipping address. If the order has not entered production or shipping preparation yet, we’ll do our best to help update it.
Once an order has been produced or shipped, address changes can’t be guaranteed. GenioGoods is not responsible for delays or delivery issues caused by incorrect or incomplete shipping details provided at checkout.
Will I have to pay customs or import taxes?
Customs duties, import taxes or local fees may apply depending on your country and local regulations. These charges are not controlled by GenioGoods and may be collected by your local customs office or carrier before delivery.
If your order is delayed at customs, we recommend checking the tracking updates and contacting the local carrier for more information.
What should I do if my tracking says delivered but I haven’t received my order?
If tracking shows your order as delivered but you haven’t received it, please first check around your delivery location, mailbox, reception area, neighbors or local carrier pickup point.
If you still can’t locate the package, contact us with your order number and tracking details. We’ll review the available information and help you with the next steps.
What happens if my package is returned to sender?
If a package is returned to sender because of an incorrect address, incomplete delivery details, refusal, failed delivery attempts or an unclaimed package, please contact us as soon as possible.
Depending on the case, we’ll review whether the order can be resent, refunded or resolved another way. Additional shipping costs may apply when the return is caused by incorrect or incomplete customer information.
Returns, Withdrawal & Support
Can I return or exchange my order?
GenioGoods apparel is made to order, which means each item is produced after purchase.
Standard non-personalized products may be eligible for return within the applicable return window if they meet our return conditions and are unused, unworn, unwashed and returned in their original condition.
Customers in the European Union, United Kingdom, United States and Japan may request a return within 14 days of receiving their order. For orders delivered to Brazil, customers may request a return within 7 calendar days of receiving the order, in accordance with Brazilian consumer protection rules.
Personalized or customized products, including items with any customer-requested detail such as names, text, dates, numbers, phrases, images, artwork or design changes, are made specifically for the buyer and may not be eligible for change-of-mind returns or withdrawal, unless required by applicable law or unless the item arrives damaged, defective, incorrect or not as described.
We do not process automatic exchanges. If you need a different size, color or product, please contact us first. When a return is approved, we’ll guide you through the next steps.
What is the EU right of withdrawal?
If you are a consumer in the European Union, you may have the legal right to withdraw from your online purchase within 14 days of receiving your order, without giving a reason.
EU customers can exercise this right through our
Right of Withdrawal page. The form is available without logging in to a customer account. After submitting the form, you will receive a confirmation of receipt by email.
Submitting a withdrawal request does not automatically mean that every product is eligible for withdrawal. Requests are reviewed according to applicable consumer protection rules, product type and order details.
Personalized products made according to the customer’s specifications or clearly personalized may be excluded from the 14-day right of withdrawal, unless they arrive defective, damaged, incorrect or not as described.
Are personalized products eligible for return or withdrawal?
Personalization is available across GenioGoods apparel. A product is treated as personalized when a customer adds or requests a custom detail, such as a name, text, date, number, phrase, image, artwork, design change or other customer-specific personalization.
Personalized products are made specifically for the customer and may be excluded from change-of-mind returns and from the EU right of withdrawal, unless required by applicable law.
This does not affect your rights if a personalized product arrives defective, damaged, incorrect or not as described. In those cases, please contact us with your order number and clear photos so our team can review the issue and help with a replacement, refund or another appropriate solution.
What if my order arrives damaged, incorrect or delayed?
If your order arrives damaged, defective or incorrect, please contact us as soon as possible after delivery and include clear photos of the item and packaging so our team can review the issue quickly.
When approved, we’ll resolve the issue with a replacement, refund or another appropriate solution.
If your order is delayed, contact us and we’ll help you check the latest delivery status with the available tracking information.
How do I request a return, replacement or refund?
Email us at info@geniogoods.com or use our
Contact page. Please include your order number, the email used at checkout, a short explanation of the issue and clear photos if the item arrived damaged, defective or incorrect.
Our team will review your request and respond as soon as possible. Approved refunds are issued to the original payment method and are usually processed within 14 days after the returned item is received or after the refund request is approved, depending on the case.
For EU right of withdrawal requests, you can also use our
Right of Withdrawal page. EU withdrawal requests do not require you to give a reason.
Gift cards and promotional vouchers are non-returnable, unless required by applicable law.
How can I contact GenioGoods?
Our support team is available Monday to Sunday, 9 AM – 6 PM CET.
Email: info@geniogoods.com
WhatsApp Chat: +1 980 203 8442
Phone: +34 621 066 560
You can also reach us through our
Contact page.
We aim to respond within 24 business hours. During busy periods, replies may take slightly longer.
Sizing & Product Fit
How do I choose the right size?
Each product page includes a size guide to help you choose the best fit before placing your order. We recommend checking the measurements carefully, especially if you are between sizes or prefer a looser fit.
Because GenioGoods products are made to order, choosing the correct size before checkout helps avoid unnecessary returns and production waste.
Do GenioGoods hoodies run small?
Some hoodie styles may have a closer fit than expected. If a product page includes a sizing note, please follow that recommendation before ordering.
For a more relaxed fit, or if you are between sizes, we usually recommend checking the size guide and considering one size up.
Are GenioGoods products unisex?
Most GenioGoods apparel is designed with a comfortable unisex fit. Product fit may vary slightly depending on the item type, so we recommend checking the size guide on each product page before ordering.
Will the product look exactly like the photos?
We do our best to show each design, color and product as accurately as possible. However, slight differences may appear because of screen settings, lighting, fabric texture, product type or print placement.
These small variations are normal and do not affect the quality or meaning of the design.
Products, Care & Trust
What is GenioGoods and GG Merch Vault?
GenioGoods is an independent gaming apparel brand created by gamers. We design story-driven merch inspired by gaming culture, identity and the emotions that games leave behind.
GG Merch Vault is the creative core of GenioGoods — our exclusive collection of gaming-inspired apparel. Each design is fan-made, carefully crafted and rooted in symbolism, storytelling or emotion.
Are GenioGoods products official merchandise?
No. GenioGoods products are independent fan-made creations. Our designs are inspired by gaming culture, characters, worlds, symbols and emotions, but they are not official merchandise and are not affiliated with, endorsed by or sponsored by the original creators, publishers or rights holders.
Are GenioGoods designs fan-made?
Yes. GenioGoods designs are fan-made creations made for players who connect deeply with gaming worlds, stories and characters.
Each piece is created as an independent artistic interpretation and is not presented as official merchandise.
How are GenioGoods products made?
GenioGoods apparel is produced on demand. This means each item is made after an order is placed, helping reduce unnecessary overproduction and waste.
Our products are created using quality materials and durable printing methods designed for regular wear.
What materials do you use and how should I care for my apparel?
GenioGoods apparel is made with cotton or cotton-blend fabrics selected for comfort, with durable printing designed for regular wear.
Care instructions:
Wash cold, max 30°C
Turn inside out before washing
Avoid bleach and tumble drying
Iron on low heat, avoiding prints
What payment methods do you accept and is my information safe?
We accept major credit/debit cards, PayPal, Apple Pay, Google Pay and other secure payment options.
Your personal information is handled securely and used only to process orders or provide support. GenioGoods follows GDPR data protection requirements where applicable.
Gifts & Personalization
Are GenioGoods products good gifts for gamers?
Yes. GenioGoods products are designed for players who connect with specific game worlds, characters, stories and atmospheres.
Our t-shirts, hoodies and sweatshirts can make meaningful gifts for gamers, especially when the design reflects a game, moment or universe they genuinely love.
Can I send a GenioGoods order as a gift?
Yes. You can ship an order directly to someone else by entering their shipping address at checkout. Please make sure the address is complete and correct before placing the order.
If the order is a gift, we recommend checking the size, product details and personalization details carefully before purchase.
Do you offer gift cards?
Yes. GenioGoods gift cards are available for customers who want to let someone choose their own design, size or product.
Gift cards are digital and delivered by email. When sending one as a gift, you can add the recipient’s email, recipient name, a personal message and an optional delivery date before checkout.
Gift cards are non-returnable once purchased, unless required by applicable law.
Do you offer personalized products?
Yes. Personalization is available across GenioGoods apparel. Customers can personalize eligible products with custom details such as names, text, dates, numbers, phrases, images, artwork, design requests or other customer-specific information when the product page provides that option.
Please review all personalization details carefully before placing your order. Personalized products are made specifically for each customer and may not be eligible for cancellation, change-of-mind returns or withdrawal once production has started, unless required by applicable law.
This does not affect your rights if a personalized product arrives damaged, defective, incorrect or not as described. If that happens, please contact us with your order number and clear photos so our team can review the issue and help with a replacement, refund or another appropriate solution.
Our promise
GenioGoods exists for players, creators and storytellers who find meaning in gaming. Every order supports independent design, responsible production and a community built around authenticity.
GenioGoods — From Gamers, For Gamers.
