Terms and Conditions

KINDLY ENSURE THAT YOU THOROUGHLY ACQUAINT YOURSELF WITH THE FOLLOWING INFORMATION, NOT ONLY IS IT MANDATORY BUT ALSO HELPFUL INFORMATION BEFORE YOU CAN PURCHASE ANY OF OUR PIECES. PLEASE NOTE THAT BY ACKNOWLEDGING OUR TERMS AND CONDITIONS YOU ARE BOUND TO THEM.

PRODUCT AVAILABILITY

WE TRY AND ENSURE THAT ANY PURCHASE YOU MAKE ON THIS SITE, WILL BE ATTENDED TO AT THE EARLIEST. SOME OF OUR PRODUCTS ARE ENTIRELY HAND CRAFTED, HENCE OUR STOCK MAY BE AT TIMES SOLD OUT DUE TO DEMAND OR BE ON PRE-ORDER BASIS. SHOULD WE NOT BE ABLE TO FULFILL YOUR ORDER, YOU WILL BE NOTIFIED BY EMAIL AND GIVEN THE OPTION OF EITHER BEING PLACED ON A WAIT LIST OR TO SELECT ANOTHER ITEM. PLEASE NOTE THAT STOCK AVAILABLE WILL SHIP OUT FROM NAIROBI. HOWEVER, SHOULD YOUR ORDER BE SOLD OUT, OUR ARTISANS REQUIRE 30-40 DAYS TO MANUFACTURE THE ITEM AND SENT OUT.

PAYPAL & SECURITY

ALL CREDIT CARD (VISA AND MASTERCARD) TRANSACTIONS ON THIS SITE ARE PROCESSED USING PESAPAL, A SECURE ONLINE PAYMENT GATEWAY, WHICH ENCRYPTS YOUR CARD DETAILS IN A SECURE HOST ENVIRONMENT. GENTEEL DOES NOT HOLD YOUR CREDIT CARD DETAILS ON THE WEBSITE. GENTEEL DOES NOT DISCLOSE OR SHARE ANY CONFIDENTAIL INFORMATION.

PRIVACY POLICY

WE PROCESS INFORMATION ABOUT YOU IN ACCORDANCE WITH OUR PRIVACY POLICY. BY USING OUR SITE, YOU CONSENT TO SUCH PROCESSING AND YOU WARRANT TO US THAT ALL DATA PROVIDED BY YOU IS ACCURATE.

SHIPPING

PLEASE ALLOW 5-4 BUSINESS DAYS (EXCLUDING WEEKENDS) FOR YOUR ORDER TO BE PROCESSED BEFORE IT IS SHIPPED (10 DAYS). DO ALLOW AN ESTIMATE OF 2 WEEKS OF TRANSIT PERIOD. ALL ORDERS REQUIRE A SIGNATURE UPON RECEIPT AND CANNOT BE SHIPPED TO POST BOXES OR AFPOS. WE PROCESS E-COMMERCE ORDERS MONDAY THROUGH WEDNESDAYS, EXCLUDING HOLIDAYS. GENTEEL CANNOT BE HELD RESPONSIBLE FOR UNANTICIPATED DELAYS. IF THERE IS AN ISSUE WITH YOUR SHIPPING ADDRESS, YOU WILL BE CONTACTED BY A REPRESENTATIVE VIA E-MAIL. IF YOU HAVE ADDITIONAL QUESTIONS CONCERNING SHIPPING AND DELIVERY, TIME FRAMES AND FEES, WRITE TO BUSINESS@GENTEEL.CO.KE PLEASE BE AWARE THAT DATE OF DELIVERY SHALL ONLY BE TAKEN AS AN INDICATION. GENTEEL IS NOT RESPONSIBLE OR ACCOUNTABLE FOR SHIPPING DELAYS, THEFT, LOSS OR DAMAGE.

CUSTOMS

PLEASE NOTE THAT GENTEEL CANNOT DETERMINE IN ADVANCE ANY ADDITIONAL TAXES, IMPORT DUTY TAXES, FEES, SURCHARGES LEVIED BY INTERNATIONAL DESTINATIONS. THE CUSTOMER IS THE SOLE BEARER OF ADDITIONAL TAXATION. GENTEEL WILL NOT PAY FOR ADDITIONAL TAXATION. WE RECOMMEND YOU CONSULT YOUR COUNTRY’S CUSTOMS GUIDELINES. SHOULD THE CUSTOMER DECLINE TO PAY CUSTOMS CHARGES, THE ORDER WILL BE RETURNED TO GENTEEL AT THE CUSTOMER’S EXPENSE. WE WILL DEDUCT THE RETUN SHIPPING COST FROM THE ORIGINAL PURCHASE AND REFUND THE CUSTOMER THE REMAINING BALANCE.

RETURNS & EXCHANGES

WE TRUST YOU WILL BE COMPLETELY PLEASED WITH YOUR GENTEEL PURCHASE. HOWEVER, SHOULD YOU NOT BE SATISFIED, YOU MAY CONTACT US (BUSINESS@GENTEEL.CO.KE) TO APPLY FOR A RETURN OR EXCHANGE OF THE UNUSED ITEM (IN ITS ORIGINAL CONDITION, WITH ITS ORIGINAL PACKAGING AND PROOF OF PURCHASE) NO LATER THAN 7 DAYS FROM RECEIPT OF GOODS OR ISSUANCE OF A REFUND CLAIM. ANY CLAIM SUBMITTED THEREAFTER WILL REGRETFULLY BE DECLINED. GOODS MUST BE RETURNED WITH THEIR ORIGINAL SALES SLIP AND SHIPPED (AT CLIENT’S EXPENSE) IN A TRACKABLE AND INSURED WAY. GENTEEL IS NOT RESPONSIBLE FOR ITEMS DAMAGED OR LOST IN TRANSIT. RISK OF DAMAGE TO OR LOSS OF GOODS IS THE SOLE RESPONSIBILITY OF THE CUSTOMER ON DELIVERY, FOB ORIGIN. THE CUSTOMER IS RESPONSIBLE FOR COMPLYING WITH ANY AND ALL KENYAN IMPORT REGULATIONS AND FOR PAYING ANY IMPORT DUTIES. WHEN YOUR RETURN IS APPROVED, WE WILL REFUND THE PURCHASE PRICE IN FORM OF ORIGINAL PAYMENT WITHIN 21 DAYS OF IT'S APPROVAL. WE DO NOT REFUND SHIPPING CHARGES ON RETURNED ITEMS. FOR EXCHANGES, ONLY ONCE THE ITEM IS RECEIVED AND APPROVED YOUR NEW ORDER WILL IT BE SHIPPED AT NO ADDITIONAL COST.

ALL ORDERS PLACED ON THE WEBSITE WILL BE PROCESSED ONCE YOU COMPLETE THE CHECKOUT PROCESS. HOWEVER, WE’LL DO OUR BEST TO ACCOMMODATE YOU IF YOU NEED TO MAKE COLOUR OR STYLE CHANGES.

PLEASE CONTACT INFO@GENTEEL.CO.KE WITHIN 24 HOURS FROM THE DATE OF YOUR ORDER. ALL SALES ITEMS ARE FINAL SALE, NO RETURN, EXCHANGE, PRICE ADJUSTMENTS OR CANCELLATIONS WILL BE PERMITTED. PLEASE NOTE: WHILE MUCH ATTENTION HAS BEEN PLACED ON ENSURING COLOUR ACCURACY OF THE IMAGES ON OUR SITE, SCREEN RESOLUTION VARIES AND MAY EFFECT THE COLOUR PERCEPTION.

REPAIR & ADJUSTMENT FOR SUITS, BLAZERS, DRESS PANTS POLICY

PLEASE CONTACT BUSINESS@GENTEEL.CO.KE REGARDING ALL REPAIRS & ADJUSTMENTS. ON PURCHASE OF SUITS, BLAZERS AND DRESS PANTS YOU ARE ENTITLED TO A FREE FIRST ADJUSTMENT ON YOUR PIECE (THIS MAY INCLUDE LENGTH, CHEST, WAIST OR SLEEVE LENGTH). POSSIBLE REPAIRS WILL BE HANDLED ON A CASE BY CASE BASIS. PLEASE INCLUDE A PHOTO OF THE ITEM AND YOUR RECEIPT AS PROOF OF THE ORIGINAL DATE OF PURCHASE. REPAIRS ARE SUBJECT TO THE AVAILABILITY OF THE ORIGINAL TEXTLIES USED IN THE PIECE.

CARE

OUR SUGGESTED GUIDELINES FOR MAINTAINING YOUR UNIQUE GENTEEL PIECE WILL ENSURE BEST PRESERVATION OF YOUR PURCHASE, SO YOU CAN ENJOY IT FOR YEARS TO COME.

JACKETS & BLAZERS

DUE TO THE UNIQUE STRUCTURE OF OUR JACKETS WE RECOMMEND DRY CLEANING SO YOU CAN WEAR YOU PIECES FOR YEARS TO COME.

SHIRTS

OUR CLASSIC SHIRTS ARE MADE FROM NATURAL COTTONS. THESE ITEMS MAY BE HAND WASHED. SPECIAL CARE SHOULD BE GIVEN WHEN HANDLING BUTTONS AND FOR DARK COLORS WE RECOMMEND IRONING ON THE REVERSE SIDE.

CUSTOMER SERVICE

GIVE US A CALL

+254 793 366 956 / +254 20 760 7222

We are available on:
Mon-Sat 9:00 – 22:00 CET
Sun 10:00 – 18:00 CET

For adjusted Customer Service opening hours, click here.

SEND US AN EMAIL

info@genteel.co.ke

Our service team will get back to you within 8 hours