Frequently Asked
Questions

Click on the 'Account' or 'Sign In' button in the top navigation. From there, you can create a new account by providing your email address and creating a password. Once registered, you'll have instant access to view all product prices and place orders.

Yes, an account is required to view prices and place orders. This allows us to provide personalised service, track your order history, and ensure you receive the best possible experience with GENOSYS UK products.

Once your order is dispatched, you'll receive an email with a Royal Mail tracking number. You can use this to track your parcel on the Royal Mail website or app. You'll also receive SMS updates about your delivery status.

If you need to modify or cancel your order, please contact us immediately at info@genosys.co.uk. We process orders quickly, so we can only make changes if your order hasn't been dispatched yet.

Yes. Royal Mail Tracked 48 standard delivery is free on orders over £70. Otherwise, standard delivery costs £4.20 including VAT. If you choose Royal Mail Tracked 24, the £6.60 charge still applies, including on orders over £70.

We deliver to all UK mainland addresses and UK Islands, including Scottish Highlands and Islands. Please note that remote areas may require an additional 1-2 working days for delivery. We do not currently ship to Northern Ireland.

We dispatch Monday–Friday and Sunday, with a 2pm UK-time cutoff on each dispatch day. Orders placed before 2pm are typically dispatched the same day. Orders placed after 2pm or on Saturday are processed on the next dispatch day. Allow 0–1 dispatch day for handling; bank holidays may affect dispatch.

After dispatch, allow an estimated 2–3 business days for Royal Mail Tracked 48 or 1 business day for Tracked 24. Delivery dates are estimates, not guarantees.

Currently, we only ship to UK mainland addresses and UK Islands. We're working on expanding our international shipping options. Please check back soon or contact us for updates.

Email info@genosys.co.uk with your order number within 14 days after the day your order is delivered to tell us you wish to cancel. We will provide return instructions and the correct returns address. Send the goods back within a further 14 days of telling us, packed securely, and keep proof of postage.

For a cancellation, we will refund your original payment method within 14 days of receiving the goods or evidence that you have sent them back, whichever is earlier. See our Refund and Returns Policy for full details.

For standard returns, customers are responsible for return shipping costs. However, if you received a faulty or incorrect item, we'll provide a prepaid return label and cover all return costs.

We're sorry if your product arrives damaged! Please contact us immediately at info@genosys.co.uk with photos of the damage. We'll arrange for a replacement to be sent out right away or process a full refund, whichever you prefer.

Yes, we're happy to help with exchanges. Contact us at info@genosys.co.uk and let us know which product you'd like to exchange and what you'd like instead. We'll guide you through the exchange process.

No, GENOSYS is committed to cruelty-free practices. We do not test our products on animals, and we only work with suppliers who share our ethical values.

Store your products in a cool, dry place away from direct sunlight. Avoid extreme temperatures and keep products tightly sealed when not in use to maintain their efficacy and shelf life.

Yes, GENOSYS products are designed to work together as part of a comprehensive skincare regimen. For personalised advice on building your routine, please contact us or consult with a skincare professional.

Our products typically have a shelf life of 12-24 months when unopened and stored correctly. Once opened, we recommend using the product within 6-12 months for optimal results. Check the PAO (Period After Opening) symbol on the packaging.

GENOSYS is committed to using high-quality, safe ingredients. Many of our products are free from parabens and harsh sulphates. Check individual product descriptions for detailed ingredient information.

Yes, we welcome professional enquiries from clinics, salons, and aesthetic practitioners. Please contact us at info@genosys.co.uk for information about professional accounts and bulk ordering.

For information about professional training on GENOSYS microneedling treatments and product protocols, please contact us at info@genosys.co.uk. We work with qualified professionals to ensure proper product use and optimal results.

Microneedling is a minimally invasive cosmetic procedure that involves creating tiny punctures in the skin using fine needles. This stimulates the body's natural healing process and collagen production. GENOSYS has been a pioneer in professional microneedling for over two decades.