INTERNATIONAL FAQ

Can my order be delivered internationally?

Yes.  Through our partnership with Borderfree, we are pleased to provide an enhanced international shopping experience for customers in over 90 countries, with support for many more coming soon.  International shoppers now get the benefit of seeing product prices in their local currency, guaranteed order totals, cost-effective international shipping and much more.  For a list of available shipping countries and shopping currencies, please visit our International Shipping page.

 

What is Borderfree?

Borderfree is a new groundbreaking global ecommerce solution that allows us to not just provide our international shoppers with aggressive international shipping costs and the lowest possible guaranteed order total in the currency of your choice, but also present prices to you in that same currency throughout our entire website. The Borderfree solution allows us to serve the best possible shopping experience to our international customers, so that you can buy from us with certainty.

 

How will I know how much my order will cost?

Just add items to your basket and click on the checkout button. Borderfree will calculate and display a guaranteed and lowest possible order total in your preferred currency, including all shipping costs from the U.S. to your selected international destination, as well as any applicable duties and taxes as determined by the destination customs and revenue authorities.

 

Are there any additional costs that will be due upon receipt of my order?

No. When you use the Borderfree global checkout, you will be provided with a guaranteed order total in your preferred currency. The order total presented will be the exact amount that you will be billed by Borderfree. If you choose this option at checkout, there will never be any additional costs billed upon delivery or due as C.O.D. charges.

If you would prefer to pay the duties and fees when your package is delivered, you may choose that option at checkout.

 

What currencies does Borderfree support?

Currently, Borderfree supports billing in over 40 global currencies, with more being added on an ongoing basis. Click here to view and select from a list of our supported currencies.  Once you confirm your preferences, you will be able to see products priced in your selected currency.

 

How come the Canadian Prices on the site are higher than the US Prices when there isn’t a huge difference in exchange rate?

Because we distribute and sell our products in Canada, the pricing on the site matches the pricing that you will find in your local store. We do not add any additional duties or taxes in the checkout process. It is included in the price you see on the site.  

 
I live in the U.S., can I use Borderfree to ship an order internationally but pay in USD?

Yes, Borderfree supports international gift-giving, in that you can receive a guaranteed order total for an order that is shipping internationally, but pay in USD using a U.S. credit card.

 

What payment options does Borderfree support?

Currently, Borderfree supports Visa, MasterCard, and Paypal, with additional payment options coming soon.

 

What are my international shipping options?

Below is a summary of delivery promises for our international orders.  You will be quoted a specific delivery promise at the time of checkout that is based on your selected destination country and the shipping methods available for the items in your shopping cart.

Destination

Delivery Promise

Canada

3-12 business days

United Kingdom

4-7 business days

Mexico

4-6 business days

Central America and the Caribbean

4-8 business days

South America

4-9 business days

Europe

4-8 business days

Asia-Pacific Countries

4-9 business days

South Asia

5-9 business days

Africa and Middle East

4-8 business days

 

How much does international shipping cost?

International shipping is calculated based on a number of factors including the desired service level (Standard/Express), the number of items you are purchasing, the weight of the items and the destination country postal code. International shipping will be calculated and guaranteed during the Borderfree Global Checkout based on the items you are purchasing and your shipping destination.

 

When am I billed?

Your credit card will be billed by Borderfree at the time your parcel(s) leave the U.S.

 

How much duty, customs tariffs, VAT and/or taxes are charged on international orders?

Duty, customs tariffs and VAT are set by the destination country and determined based on a combination of the country of origin or manufacturing of the goods being purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that Borderfree supports. The amount of applicable duty, tariffs, taxes and VAT will vary by country and will be determined and guaranteed by Borderfree within the Global Checkout.

 

Are there any items that cannot ship to my country because they are restricted?

If for some reason, there are any items that cannot be exported from the U.S. and/or imported into your destination country selection; our partner Borderfree will notify you during the Borderfree Global Checkout process.

 

Do you ship to U.S. military addresses (APO/FPO)?

Orders shipping to U.S. military addresses should go through our domestic checkout, as they are not subject to the same costs and logistics flows as our other international orders.  To do this, you should shop as if shipping to an address within the U.S.

 

What will my credit card statement say?

Your credit card will be billed by Borderfree and your credit card statement will read “51*JohnstonMurphy” where 51 denotes the Borderfree network.

 

Who will I contact if I have questions relating to my order after I have made a purchase?

Please contact us at jminternational@genesco.com or 615-367-7168 and we will gladly be able to assist you with any questions relating to your international order.

 

Can I redeem or purchase international gift cards?

Unfortunately, we do not currently support the sale of gift cards in currencies other than USD$, the sale of USD$ gift cards to international customers or the redemption of gift cards for internationally-shipped orders.

 

What is your return policy for international orders?

If for any reason you are not satisfied with your purchase, please contact us at jminternational@genesco.com or 615-367-7168 and we will provide you with further instructions on where returns should be shipped, and the amount you will be refunded. If you choose to return any item for any reason, our partner Borderfree will provide you with a refund of the original merchandise price and any duties, taxes and/or VAT originally paid on the returning item, in the same currency and using the same exchange rate as your original order. Your shipping costs will not be refunded.

 

How can I track my international order?

You can track the progress of your international package(s) here.