Return Policy

We currently do not support returns or provide a return address because the products you order are personalized and made specifically for each order. Should you want to submit a new order, you will be liable for the costs of the new order. no return address

Lost Orders

For packages lost in transit, please get in touch with us within 30 days from the estimated delivery date. We’ll be happy to send a replacement order on your behalf.

Please refer to this article Shipping & delivery: What if an order is lost in the mail?

Returned to Sender

For orders that are returned to the sender, please place a new order (no later than 30 days from the estimated delivery date) and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order. This way, you will only pay again for the shipping of the order.

Please refer to this article My order shows it is being returned to sender, what now?

Orders may be returned to the sender for the following reasons:

• Wrong Address: If you or your end customer provide an address considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
• Rejected by the Recipient: If your customer rejects the shipment during the delivery, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
• Unclaimed: If your customer is not able to receive their order at the address, the shipments may be available for pick up at their local post office or carrier pick-up point. Shipments that go unclaimed may be returned to the sender. For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order (you will still have to pay for the shipping costs).

Our return policy is available in our Terms of Use.

Return Policy Guidelines for Store Owners

As a print-on-demand partner, Gelato does not provide a return address or accept returns for fulfilled orders. However, as a store owner, you can set your own return policy. Your customers do not know that Gelato produces your orders, so you are free to choose whether or not to accept returns. You may replicate Gelato’s policy of not accepting returns, or create your own based on your store’s needs.
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