Frequently Asked Questions
Please contact firstname.lastname@example.org for any questions regarding your recent purchase or call customer service at (917) 388-3775. Please have your order number ready for quick assistance.
>>> What is the return process?
Please email our customer service at email@example.com for a return request.
>>> Where is my return?
Once your return package is on the way back to our warehouse the return process has started. When the return is received and inspected, we will notify you if your return is accepted or declined. This process can take up to 5 business days from the date your return tracking information shows Delivered. Please allow up to 7 business days for the refund to be processed back to your original form of payment.
>>> Can I return my damaged item?
We apologize that you received a damaged item. Please send a photo of the damaged product to firstname.lastname@example.org with your information and we will be happy to help you with a resolution. Please note, you may report a damaged or defective item up to 3 days after your order has been marked as delivered. If over 3 days have gone by and you haven’t contacted us about your damaged/defective item, then we will not honor your claim request.
>>> When will my order be shipped?
Once an order is placed, please allow 5 business days for the order to be packed and shipped from our warehouse. Upon shipment, you will receive an email with your tracking information so you may track the package online. Please allow up to 7 business days for the package to arrive to you from the day your order is shipped. Gelato Pique is not responsible for shipping delays outside of our control, including but not limited to delays caused by COVID-19, natural disasters, or local customs officials.
>>> Can I cancel my order?
Customers are not able to cancel orders once the order has been placed, if you wish to cancel your order please email customer service at email@example.com. We cannot cancel orders once they have been fully processed and fulfilled.
>>> How do I add to an order that I already placed?
Please contact firstname.lastname@example.org immediately with the style, color, and size of the product you would like to add.
>>> What if the item is faulty?
Manufacturing defaults that occur during the first month of receiving goods, or if goods are received damaged will be classified as faulty. After a month of having your order, damages are no longer considered faulty and will be attributed to normal wear and tear.
If you find that your item is faulty when you first receive it, please let us know immediately by emailing our customer service email@example.com.
>>> Can I change the shipping address to another address?
Yes, if your order has not been shipped out yet we can change the shipping address. If you wish to deliver your item to a different address please email customer service at firstname.lastname@example.org Please reach out immediately to avoid any issues.
>>> I am locally based in NYC, may I pick up my order instead of having it shipped?
Yes, if your order has not been shipped out yet we can arrange the pick-up, please give us 3 business days before your preferred pick-up date so we can transfer your items from our warehouse to our store in New York. To request store pick up please email customer service at email@example.com 3 business days prior to your visit.
>>> How long does it take for a refund to show up on my bank statement?
Please allow 7 business days for the refund to process back onto your bank statement, depending on your bank. The time frame for the funds to be sent back to the original form of payment will vary amongst different financial providers once they are released from Gelato Pique - please contact your bank/financial provider for detailed information on refund time frames.
>>> My package has been stuck for a while now, does Gelato Pique have any other information?
Unfortunately, we only see the same tracking information as the customer. We suggest reaching out to the shipping carrier as they may have more details on the location of your package. If the package is marked as lost in transit, we will file a USPS claim on our end. You will be notified once your claim is approved.
>>> I ordered something before a sale starts. Will I get a refund for the price difference?
We cannot offer price adjustments for orders that have been placed before the sale has been announced.
>>> When will you re-stock?
Unfortunately, once a collection is sold out, we will no longer be re-stocking items from the same collection. We may release something similar or a new collection in the future. Please feel free to subscribe to our email list for the newest collection, upcoming releases, special discounts, and many more!
>>> Do you offer international shipping?
Yes, we offer standard shipping to most countries. We will soon offer an express shipping option.
>>> How long does it take to deliver to my country?
Depending on the destination country and shipping method chosen, international orders can take between 15 to 30 business days to deliver. During busy periods, deliveries may take a little longer. Occasionally circumstances beyond our control, such as extreme weather conditions or customs inspections, can result in delivery delays.
>>> How much duties & taxes do I need to pay?
On all international orders, import duties and taxes are not included in the price at check-out. The amount of duties & taxes applied depends on the product type, value of the order, and the destination country. All charges, duties, and taxes are the customer’s responsibility. The courier might send you an email or letter in the mail informing you to pay first the taxes, duties, and or all changes before they deliver your package.
>>> Do I have to pay sales tax on my order?
We're obligated to collect sales tax for shipments delivered within the USA. However, tax laws and requirements are constantly changing. If you are being charged tax it means we had to follow a new requirement to collect taxes on purchases made in your State..
>>> Whats is afterpay?
Afterpay is a service that allows us to offer our customers the ability to make purchases now and pay for them in four equal payments made every 2 weeks without any interest.