{"id":255,"date":"2026-05-29T09:46:41","date_gmt":"2026-05-29T09:46:41","guid":{"rendered":"https:\/\/genko.fr\/?page_id=255"},"modified":"2026-11-01T22:26:23","modified_gmt":"2026-11-01T22:26:23","slug":"faq","status":"publish","type":"page","link":"https:\/\/genko.fr\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"255\" class=\"elementor elementor-255\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6e88e06 e-con-full e-flex e-con e-parent\" data-id=\"6e88e06\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b5f0366 elementor-widget elementor-widget-html\" data-id=\"b5f0366\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<!-- GENKO \u00b7 Questions fr\u00e9quentes \u2014 bloc HTML Elementor, pleine largeur. N\u00e9cessite le bloc WPCode \u00ab pages infos \u00bb.\n     Ajouter une question : copie un bloc <details class=\"gpi-q\">\u2026<\/details> sous le bon titre (dans le fran\u00e7ais ET dans l'anglais).\n     Bilingue : le fran\u00e7ais est dans data-gk-lang=\"fr\", l'anglais dans data-gk-lang=\"en\". -->\n<div class=\"gpi\" data-no-translation><div class=\"gpi-page\">\n<aside class=\"gpi-cote\"><\/aside>\n<div class=\"gpi-main\">\n<div data-gk-lang=\"fr\" lang=\"fr\">\n  <h1>Questions fr\u00e9quentes<\/h1>\n  <p class=\"gpi-chapo\">Tout ce qu'on nous demande, en vrai. Ta question n'y est pas&nbsp;? <a href=\"\/contact\/\">\u00c9cris-nous<\/a>, on r\u00e9pond.<\/p>\n  <label class=\"gpi-cherche\"><input type=\"search\" placeholder=\"Rechercher une question\" aria-label=\"Rechercher une question\"><\/label>\n\n  <h2 data-groupe>Commande et paiement<\/h2>\n      <details class=\"gpi-q\"><summary>Comment je peux payer&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Par <span data-gpi=\"paiement\"><\/span>. Le paiement est s\u00e9curis\u00e9 de bout en bout&nbsp;: on ne voit jamais tes coordonn\u00e9es bancaires, et on ne les garde pas.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Je n'ai pas re\u00e7u l'e-mail de confirmation.<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Regarde dans tes spams, il s'y cache souvent. Toujours rien au bout d'une heure&nbsp;? <a href=\"\/contact\/\">\u00c9cris-nous<\/a> avec ton nom et l'adresse e-mail utilis\u00e9e, on v\u00e9rifie tout de suite.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Je peux modifier ou annuler ma commande&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Oui, tant qu'elle n'est pas partie. \u00c9cris-nous vite avec ton num\u00e9ro de commande. Si le colis est d\u00e9j\u00e0 en route, tu pourras nous le <a href=\"\/retour\/\">retourner<\/a> sous <span data-gpi=\"joursRetour\"><\/span> jours.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Il faut un compte pour commander&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Non. Le compte sert juste \u00e0 retrouver tes commandes et tes favoris plus vite.<\/p>\n      <\/div><\/div><\/details>\n\n  <h2 data-groupe>Livraison<\/h2>\n      <details class=\"gpi-q\"><summary>Combien co\u00fbte la livraison&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Elle co\u00fbte <span data-gpi=\"fraisLivraison\"><\/span>. Le point relais est <strong>offert d\u00e8s <span data-gpi=\"seuilOffert\"><\/span> d'achat<\/strong> en France m\u00e9tropolitaine. Le montant exact s'affiche toujours avant le paiement, pas de surprise.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Quand est-ce que je re\u00e7ois ma commande&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>On la pr\u00e9pare en <span data-gpi=\"preparation\"><\/span>, puis le transporteur te la livre en <span data-gpi=\"delaiFrance\"><\/span>. Tu re\u00e7ois un lien de suivi d\u00e8s qu'elle part. <a href=\"\/livraisons\/\">Tout sur la livraison<\/a>.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Vous livrez \u00e0 l'\u00e9tranger&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Le site livre la France m\u00e9tropolitaine. Tu es ailleurs, en Europe, aux \u00c9tats-Unis ou plus loin&nbsp;? <a href=\"\/contact\/\">\u00c9cris-nous<\/a> avec les pi\u00e8ces qui te plaisent et ton adresse&nbsp;: on te fait un devis avec la livraison et, hors Union europ\u00e9enne, les droits de douane.<\/p>\n        <p>Si \u00e7a te va, tu re\u00e7ois un lien pour payer en ligne, et on exp\u00e9die.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Mon colis est arriv\u00e9 ab\u00eem\u00e9.<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>\u00c7a arrive, et ce n'est pas \u00e0 toi de payer pour \u00e7a. Envoie-nous une photo du colis et des articles&nbsp;: on te renvoie la commande ou on te rembourse, tu choisis.<\/p>\n      <\/div><\/div><\/details>\n\n  <h2 data-groupe>Retours et \u00e9changes<\/h2>\n      <details class=\"gpi-q\"><summary>Je peux retourner un article&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Oui, pendant <span data-gpi=\"joursRetour\"><\/span> jours apr\u00e8s la r\u00e9ception. L'article doit \u00eatre non port\u00e9, non lav\u00e9, avec ses \u00e9tiquettes. Les frais de retour sont \u00e0 ta charge, sauf si l'article a un d\u00e9faut&nbsp;: l\u00e0, c'est pour nous. <a href=\"\/retour\/\">Voir la marche \u00e0 suivre<\/a>.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Comment \u00e9changer une taille&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Le plus rapide&nbsp;: tu nous retournes l'article et tu recommandes la bonne taille. Tu peux aussi nous demander un \u00e9change direct&nbsp;: si ta taille est en stock, on te la met de c\u00f4t\u00e9.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Quand est-ce que je suis rembours\u00e9&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>D\u00e8s qu'on a re\u00e7u et v\u00e9rifi\u00e9 ton retour, et au plus tard sous 14 jours, sur le moyen de paiement utilis\u00e9 pour la commande.<\/p>\n      <\/div><\/div><\/details>\n\n  <h2 data-groupe>Produits et entretien<\/h2>\n      <details class=\"gpi-q\"><summary>Quelle taille je prends&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Chaque fiche produit pr\u00e9cise la coupe. Le plus fiable&nbsp;: mesure \u00e0 plat un v\u00eatement que tu aimes porter et compare avec notre <a href=\"\/guide-des-tailles\/\">guide des tailles<\/a>. Entre deux tailles&nbsp;? Prends la plus grande pour un tomb\u00e9 plus ample.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>C'est fait en quoi&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Du coton bio, \u00e9pais, jusqu'\u00e0 280&nbsp;g\/m\u00b2. Des ateliers contr\u00f4l\u00e9s, z\u00e9ro produit toxique, z\u00e9ro test sur les animaux. La composition exacte de chaque pi\u00e8ce est sur sa fiche produit.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Pourquoi c'est plus cher qu'en grande enseigne&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Parce qu'un t-shirt \u00e0 8&nbsp;\u20ac, quelqu'un d'autre le paie quelque part. Chez nous, tu paies du coton bio \u00e9pais, des ateliers o\u00f9 les gens travaillent correctement et des petites s\u00e9ries. Et une pi\u00e8ce que tu portes des ann\u00e9es, au final, \u00e7a revient moins cher.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Comment l'entretenir&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Lavage \u00e0 30&nbsp;\u00b0C, \u00e0 l'envers, avec des couleurs proches. Oublie le s\u00e8che-linge, et repasse \u00e0 l'envers, surtout sur les impressions et les broderies. Dans le doute, suis l'\u00e9tiquette cousue dans le v\u00eatement.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Est-ce que \u00e7a r\u00e9tr\u00e9cit&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Tr\u00e8s peu si tu laves \u00e0 30&nbsp;\u00b0C et que tu s\u00e8ches \u00e0 l'air libre. Ce qui fait r\u00e9tr\u00e9cir le coton, c'est le s\u00e8che-linge et les lavages chauds.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Une pi\u00e8ce sera-t-elle de retour&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Certaines reviennent, d'autres non&nbsp;: on produit en petites s\u00e9ries. Ajoute-la \u00e0 tes favoris et suis-nous sur <a data-gpi-lien=\"instagram\" target=\"_blank\" rel=\"noopener\">Instagram<\/a> ou <a data-gpi-lien=\"tiktok\" target=\"_blank\" rel=\"noopener\">TikTok<\/a> pour ne rien rater.<\/p>\n      <\/div><\/div><\/details>\n\n  <h2 data-groupe>Genko<\/h2>\n      <details class=\"gpi-q\"><summary>\u00c7a veut dire quoi, \u00ab&nbsp;Genko&nbsp;\u00bb&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>\u00c7a vient du japonais <em>ganko<\/em> (\u9811\u56fa)&nbsp;: t\u00eatu. On a chang\u00e9 une lettre, pas l'id\u00e9e. <a href=\"\/univers\/\">D\u00e9couvre notre univers<\/a>.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Comment vous contacter&nbsp;?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Par e-mail \u00e0 <a data-gpi-mail><span data-gpi=\"email\"><\/span><\/a> ou via la <a href=\"\/contact\/\">page contact<\/a>. On r\u00e9pond en g\u00e9n\u00e9ral sous 48&nbsp;h ouvr\u00e9es. Par une vraie personne.<\/p>\n      <\/div><\/div><\/details>\n  <p class=\"gpi-rien\">Aucune question ne correspond. <a href=\"\/contact\/\">Pose-la nous directement<\/a>.<\/p>\n<\/div>\n\n<div data-gk-lang=\"en\" lang=\"en\">\n  <h1>FAQ<\/h1>\n  <p class=\"gpi-chapo\">Everything people actually ask us. Your question isn't here? <a href=\"\/contact\/\">Write to us<\/a>, we answer.<\/p>\n  <label class=\"gpi-cherche\"><input type=\"search\" placeholder=\"Search a question\" aria-label=\"Search a question\"><\/label>\n\n  <h2 data-groupe>Order and payment<\/h2>\n      <details class=\"gpi-q\"><summary>How can I pay?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>By <span data-gpi=\"paiement\"><\/span>. Payment is secure end to end: we never see your bank details, and we don't keep them.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>I didn't get the confirmation e-mail.<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Check your spam, it likes to hide there. Still nothing after an hour? <a href=\"\/contact\/\">Write to us<\/a> with your name and the e-mail address you used, we'll check right away.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Can I change or cancel my order?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Yes, as long as it hasn't shipped. Write to us quickly with your order number. If the parcel is already on its way, you can <a href=\"\/retour\/\">return it<\/a> within <span data-gpi=\"joursRetour\"><\/span> days.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Do I need an account to order?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>No. An account just makes it quicker to find your orders and favourites.<\/p>\n      <\/div><\/div><\/details>\n\n  <h2 data-groupe>Shipping<\/h2>\n      <details class=\"gpi-q\"><summary>How much is shipping?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Shipping costs <span data-gpi=\"fraisLivraison\"><\/span>. Pickup point delivery is <strong>free from <span data-gpi=\"seuilOffert\"><\/span><\/strong> in mainland France. The exact amount always shows before payment, no surprises.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>When will I get my order?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>We prepare it within <span data-gpi=\"preparation\"><\/span>, then the carrier delivers it within <span data-gpi=\"delaiFrance\"><\/span>. You get a tracking link as soon as it ships. <a href=\"\/livraisons\/\">All about shipping<\/a>.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Do you ship abroad?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>The website ships to mainland France. You're somewhere else, in Europe, the US or further? <a href=\"\/contact\/\">Write to us<\/a> with the pieces you like and your address: we'll send you a quote including shipping and, outside the EU, customs duties.<\/p>\n        <p>If it works for you, you get a link to pay online, and we ship.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>My parcel arrived damaged.<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>It happens, and it's not on you to pay for it. Send us a photo of the parcel and the items: we resend your order or refund you, your call.<\/p>\n      <\/div><\/div><\/details>\n\n  <h2 data-groupe>Returns and exchanges<\/h2>\n      <details class=\"gpi-q\"><summary>Can I return an item?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Yes, within <span data-gpi=\"joursRetour\"><\/span> days of receiving it. The item must be unworn, unwashed, with its tags. Return shipping is on you, unless the item is faulty: then it's on us. <a href=\"\/retour\/\">See how it works<\/a>.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>How do I exchange a size?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>The fastest way: return the item and reorder the right size. You can also ask us for a direct exchange: if your size is in stock, we'll set it aside for you.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>When do I get my refund?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>As soon as we've received and checked your return, and within 14 days at the latest, on the payment method used for the order.<\/p>\n      <\/div><\/div><\/details>\n\n  <h2 data-groupe>Products and care<\/h2>\n      <details class=\"gpi-q\"><summary>Which size should I take?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Each product page tells you the fit. The most reliable way: measure a piece you love wearing, flat, and compare it with our <a href=\"\/guide-des-tailles\/\">size guide<\/a>. Between two sizes? Go for the bigger one for a looser fit.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>What is it made of?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Organic cotton, thick, up to 280&nbsp;g\/m\u00b2. Audited workshops, zero toxic chemicals, zero animal testing. The exact composition of each piece is on its product page.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Why is it pricier than high street brands?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Because an \u20ac8 t-shirt, someone else pays for it somewhere. With us, you pay for thick organic cotton, workshops where people work in decent conditions, and small runs. And a piece you wear for years ends up costing you less.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>How do I take care of it?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Wash at 30&nbsp;\u00b0C, inside out, with similar colours. Forget the tumble dryer, and iron inside out, especially on prints and embroidery. When in doubt, follow the label sewn inside.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Does it shrink?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Very little if you wash at 30&nbsp;\u00b0C and air dry. What shrinks cotton is the tumble dryer and hot washes.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>Will a piece come back?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>Some do, some don't: we make small runs. Add it to your favourites and follow us on <a data-gpi-lien=\"instagram\" target=\"_blank\" rel=\"noopener\">Instagram<\/a> or <a data-gpi-lien=\"tiktok\" target=\"_blank\" rel=\"noopener\">TikTok<\/a> so you don't miss a thing.<\/p>\n      <\/div><\/div><\/details>\n\n  <h2 data-groupe>Genko<\/h2>\n      <details class=\"gpi-q\"><summary>What does \"Genko\" mean?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>It comes from the Japanese <em>ganko<\/em> (\u9811\u56fa): stubborn. We changed one letter, not the idea. <a href=\"\/univers\/\">Discover our world<\/a>.<\/p>\n      <\/div><\/div><\/details>\n      <details class=\"gpi-q\"><summary>How can I contact you?<i><\/i><\/summary><div class=\"gpi-rep\"><div>\n        <p>By e-mail at <a data-gpi-mail><span data-gpi=\"email\"><\/span><\/a> or through the <a href=\"\/contact\/\">contact page<\/a>. We usually reply within 48 business hours. A real person, in French or English.<\/p>\n      <\/div><\/div><\/details>\n  <p class=\"gpi-rien\">No question matches. <a href=\"\/contact\/\">Ask us directly<\/a>.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Questions fr\u00e9quentes Tout ce qu&rsquo;on nous demande, en vrai. Ta question n&rsquo;y est pas&nbsp;? \u00c9cris-nous, on r\u00e9pond. Commande et paiement Comment je peux payer&nbsp;? Par . Le paiement est s\u00e9curis\u00e9 de bout en bout&nbsp;: on ne voit jamais tes coordonn\u00e9es bancaires, et on ne les garde pas. Je n&rsquo;ai pas re\u00e7u l&rsquo;e-mail de confirmation. Regarde [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-255","page","type-page","status-publish","hentry"],"blocksy_meta":[],"_hostinger_reach_plugin_has_subscription_block":false,"_hostinger_reach_plugin_is_elementor":false,"_links":{"self":[{"href":"https:\/\/genko.fr\/en\/wp-json\/wp\/v2\/pages\/255","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/genko.fr\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/genko.fr\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/genko.fr\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/genko.fr\/en\/wp-json\/wp\/v2\/comments?post=255"}],"version-history":[{"count":33,"href":"https:\/\/genko.fr\/en\/wp-json\/wp\/v2\/pages\/255\/revisions"}],"predecessor-version":[{"id":1720,"href":"https:\/\/genko.fr\/en\/wp-json\/wp\/v2\/pages\/255\/revisions\/1720"}],"wp:attachment":[{"href":"https:\/\/genko.fr\/en\/wp-json\/wp\/v2\/media?parent=255"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}