Your Questions,
Answered with Care
We’ve lovingly compiled answers to the most common questions—so you can shop with ease and confidence.
Purchasing
What payment methods do you accept?
We accept payments through PayMongo, PayPal, and direct bank deposits.
What are your secure payment options?
We offer a variety of secure payment methods to suit your preferences:
Credit/Debit Cards: VISA, MasterCard, American Express
Direct Payment & Invoice: For bespoke arrangements
Your trust is paramount to us. All transactions are processed securely through our trusted partners, ensuring a seamless and safe shopping experience.
Can I modify or cancel my order after placing it?
Yes, you can modify or cancel your order via your client account at account.genteelhome.net.
Do you offer both ready-made and bespoke items?
Absolutely. We have a selection of off-the-rack items ready for immediate purchase, and we also cater to bespoke orders tailored to your specific preferences.
What is your return and exchange policy?
In compliance with the Consumer Act of the Philippines, we accept returns or exchanges for items that are defective, damaged, or not as described.
Requests must be made within 7 days of delivery. Items should be unused, in their original packaging, and accompanied by the original receipt.
Please note that returns due to a change of mind are not accommodated.
Shipping
Do you ship nationwide and internationally?
Yes, we deliver to all regions across the Philippines and ship internationally.
We offer free delivery to Pampanga and Metro Manila.
For international orders, our Customer Success Team will coordinate logistics and provide detailed shipping information tailored to your location.
How are shipping fees calculated?
Shipping fees are determined based on the delivery location and the nature of the order. Specific costs will be provided upon order confirmation.
What are the estimated delivery times?
Delivery times vary depending on your location and the specifics of your order. Our team will provide estimated timelines upon order confirmation.
How can I track my order?
You can monitor your order’s status through your client account at account.genteelhome.net.
Bespoke Servicing
How can I request a bespoke furniture piece?
You can initiate a bespoke request by visiting our Bespoke Page and completing the provided form.
Do you offer design consultations for custom orders?
Yes, once you’ve submitted the bespoke form, our Client Success Team will contact you via email and phone to discuss your requirements in detail.
Need more help?
Have questions in mind?
Find answers to frequently asked questions.
Seeking something uniquely tailored to you?
Our artisans create bespoke furniture pieces with your personality in mind.
Want to experience Genteelhome in person?
Visit our ateliers and discover the beauty firsthand.
