Let the good times roll.

Service

FAQ

  • • Do you offer tailoring to online purchases, or Personal Tailoring for online purchase? - +

    We cannot alter your online purchases before shipping them. To ensure the perfect fit, we advise you to come to our fitting stire (this applies to Nairobi, Kenya) so we may advise you on alterations. If you are not close to a Genteel fitment store, you may alternatively take your garment to your personal tailor. Our Made-to-Measure Personal Tailoring programmes are exclusively available through our partner fitment stores. Our fitment store is located at the Arbour on James Gichuru Drive.

  • • How long do I have to return items? +
    Genteel offers worldwide delivery, using high-end courier services. Please select your country of shipping destination at the top-right of the web site before you start shopping.
  • • Do I need to set up an account to place an order? - +
    Yes, creating a Genteel account has many benefits:
    1. - Track your orders and review past purchases
    2. - Request returns or exchanges
    3. - Save your address and card details for faster shopping
    4. - Save and/or update your personal measurements and sizes
  • • How do I return or exchange an item? - +

    Should your genteel purchase not meet your expectations or should you change your mind, you may return the product within 7 days after delivery, for a full refund or an exchange. 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 - Go to www.genteel.co.ke/return and use your order details to log in. You can select the products that you wish to return, and indicate whether you want a refund or an exchange. After that you can choose whether you would like to schedule a (free) carrier pick-up service, or wish to drop-off the product yourself at either a store or drop-off point. Should you ship your returns back, you can use the prepaid return label that was included in the original shipment. - Take your returns to one of our store locations, where we will process your refund or exchange. After we have correctly received your returns at our warehouse, we will refund the products' total purchase amount to the payment method used to place your original order within 5-7 business days. If you chose to receive an exchange product, these will be re-shipped within 1-2 business days after we received your return

  • • When will I receive my refund? - +
    After we have correctly and timely received and processed your returns, you will receive the refund of the products' total purchase amount to the original payment method within 7-10 business days.
  • • How much duties and taxes will I have to pay when I order from Suitsupply? - +
    Gift cards of various amounts are available for purchase online and in all of our stores. You have the option to choose an e-gift card (by email) or a nicely-packaged gift card by post. Gift cards have no expiration date. Please note that they are not redeemable for cash.