Genabelle FAQ

Genabelle FAQ: 

Frequently Asked Questions

Welcome to the Genabelle's Help Center. Discover the answers to our worldwide shipping, return policies, and skincare science.

✈️ WORLDWIDE SHIPPING & DUTIES

Q: Where do you ship from & How long does it take? 

A: We ship directly from our Genabelle US warehouse to ensure 100% product authenticity.

• Order Processing: 1–3 business days.

• Standard Shipping (USPS): 7–14 business days.

• Express Shipping (DHL/FedEx): 3–5 business days.

Q: Will I be charged Customs or Import Taxes?

A: Orders shipped from our U.S. warehouse to addresses within the United States will not incur customs duties or import taxes. Since all orders are fulfilled domestically within the U.S., there are no import fees associated with delivery.

Please note that applicable state or local sales tax may still be applied at checkout, depending on your shipping address.

Q: How can I track my order?

A: Once your order ships, you will receive a confirmation email with a tracking number. You can use this number on our website or the carrier's tracking portal.

📦 RETURNS & REFUNDS

Q: What is your Return Policy?

A: We accept returns within 30 days of delivery for unused and unopened products. Please contact our support team at hello@genabelle.com to initiate a return.

Q: My package arrived damaged or is missing.

A: We are sorry to hear that! Please email us immediately with your order number and photos of the damaged items. We will arrange a replacement or refund as quickly as possible.

If an item is missing from your order, please contact us as soon as possible with your order number. Our team will review the issue and arrange a replacement or refund as quickly as possible.

If your entire order has not been delivered, please email us with your order number and we will investigate the issue for you. We also recommend contacting your local courier directly using your tracking number, as they may have additional information that can help locate your package

🧬 SKIN SCIENCE & PRODUCTS

Q: Why is Genabelle's special?

A: Genabelle is a dermatologist-founded skincare brand developed by an active dermatologist and anti-aging specialist who operates his own dermatology clinics in Korea. Unlike many skincare brands developed solely in laboratories, Genabelle products are created with direct insight from real clinical practice. Dr. Conan performs advanced dermatological treatments daily and uses Genabelle formulations as part of his post-treatment skincare and recovery protocols, ensuring the products are designed to support skin healing, barrier recovery, and long-term skin health. Every formula is developed with a clinically inspired, results-driven approach, combining dermatological expertise with carefully selected ingredients to deliver effective solutions for sensitive, damaged, and aging skin. This close connection between clinic and skincare allows Genabelle to create products that reflect real patient needs and professional treatment experience.

Q: Are all Genabelle products fragrance-free?

A: Not all products are 100% fragrance-free, but we strictly avoid strong artificial fragrances. If you notice a slight scent, it naturally comes from our high-quality active ingredients. We keep our formulas as pure and clean as possible!

Q: Is it safe for all skin-types?

A: Absolutely. We understand how challenging it can be to find non-irritating skincare. All Genabelle products are formulated to be gentle, hypoallergenic, and focuses on strengthening your skin barrier, making them perfect for acne-prone or easily irritated skin.

Q. Can I use Genabelle products with my current active skincare products?

A. Yes! In fact, our hydrating and barrier-strengthening products play perfectly with others. They help lock in moisture and maximize the overall benefits of your skincare regimen. Just remember to apply your skincare from thinnest to thickest texture for the best absorption.

Q: What is the ideal order of use? (Routine Guide)

A: For best results, follow this order:

1. Cleanser (Pink Cloud Cleanser)

2. Toner (PDRN Toner)

3. Ampoule/Serum (PDRN Vita Toning Ampoule)

4. Cream/Moisturizer (PDRN Rejuvenating Cream)

5. Sunscreen (AM only)