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RETURN POLICY 

In order to start a return, please email customer@gelatopique.us within 14 days of the delivery date to request your return. We have a 14-day return policy which means you have 14 days to request a refund or exchange after receiving your items.

Please be sure to send back your item(s) in full compliance with our return policy:

  • Any return after 14 days from the delivery date will not be accepted.
  • Item(s) must be unworn, unwashed, undamaged, and have original tags attached.
  • Item(s) must be in original condition with the original packaging.
  • Items must be free of stains, makeup, and deodorant.
  • We will not accept any returns, exchanges, and/or refunds for items purchased during any of our SALE EVENTS; including, but not limited to: items marked “FINAL SALE,” items discounted 20% and up, and/or items purchased using any discount code
  • We accept returns only if the package is sent back within 14 days of delivery.

 

NON-RETURNABLE PRODUCTS: 

All products cannot be returned. This is a list of items that are not eligible for return or exchange.

  • Products that have been used or tampered with 
  • Products damaged due to misuse of product or products having incidental damages due to malfunctioning
  • Products sold in sets or combinations cannot be returned individually.
  • innerwear, socks, and all jewelry. 
  • Any accessories such as sunglasses, belts, pouches, etc.
  • Sale merchandise

 

14 DAYS RETURN TIME FRAME 

If you have any returns, please email us before you return the order to get the return process started. The return process must begin within 14 days of delivery. The day it was scanned by the carrier is the count of return. If your return order is not scanned within 14 days, it will be sent back to you. We reserve the right not to accept the return of item/s that are returned after 14 days of delivery.

 

HOW TO MAKE A RETURN

*Before making any return, please ensure your items are eligible by referring to our return policy listed above*

To start a return please email customer@gelatopique.us with your order number, and list the item(s) you are requesting to return.

Returns of  undamaged and unwanted item(s) will be subject to a return shipping fee that ranges from $4 up to $14 depending on the total weight of the return package. Please note: the return shipping fee will be deducted from the refund amount to cover the cost of return shipping. Shipping costs and alteration fees will not be refunded. We cannot provide prepaid return labels unless you received a damaged item and would like to replace it or send it back.

If an item(s) arrives defective or damaged, we will provide a prepaid return label. Using the provided label, please drop off your package at any US Post Office or USPS location.

 

INTERNATIONAL RETURNS:

Please note that return shipping and any and all reverse shipping charges, duties, and taxes are the customer’s responsibility.

WE ARE CLOSED DURING THE WEEKEND: 

Our Warehouse and Customer Service Department are closed on weekends.
We want to make sure you have the best possible experience shopping with us, so we are letting you know that our Customer Service Department and warehouse are closed on weekends. Our Customer Service Team is available Monday–Friday, 8am–6pm EST to answer any of your questions or concerns. For queries outside of this time frame, we have a general FAQ section on our website where you can find answers to the most common questions. Furthermore, we are available via email and social media channels should you need additional assistance. If you have any concerns or questions, please do not hesitate to send us an email at customer@gelatopique.us, and we'll get back to you on the next business day.

All orders placed during the weekend will be processed the next business day. We normally process and fulfill orders within 7 business days, not including weekends. Please note that the processing time is dependent on the volume of orders received and the number of orders in production. Please allow 7 business days for your order to ship.

 

INCORRECT ORDER / EXCHANGES

If the customer has ordered an incorrect size or product, we will allow a return. However, the customer will be responsible for all shipping fees associated with the exchange (i.e. to and from our warehouse). If the customer chooses a refund, we will refund the original product price, excluding shipping fees. Please note that the cost of returning an item is not the same as the purchase price. 

 

WRONG ADDRESS: DELIVERED

If you enter the wrong address and your parcel gets delivered to another person, Gelato Pique US will not be responsible for replacing your order, refunding your order, or finding a way to reach out to the person to whom it was delivered. Once a shipment has been declared delivered, we are not able to re-route it or schedule a return to the sender; it should be initiated by the item that received the parcel. If you would like to order the same items, then we cannot guarantee they are still in stock. If available and you seek to place a new order, you will be responsible for the reshipment of your items.

 

WRONG ADDRESS - RETURNED BACK TO SENDER

If you have made an error in entering your shipping address, we will send you an invoice to cover the complete cost of re-shipping your order once it has been returned to the sender (i.e. Gelato Pique US ’ store).

 

UNCLAIMED PACKAGES

Unclaimed shipments are returned to our facilities. The customer will be responsible for the cost of reshipping.

 

MISSING / STOLEN ITEM 

Package Protection with Route: Route offers insurance for online orders, safeguarding against loss, damage, or theft. When customers purchase items from our website, they have the option to add Route's package protection at checkout. This service provides peace of mind, as it ensures that in case of any issues with the package, the customer can file a claim and potentially receive a replacement or refund.

Gelato Pique USA is committed to ensuring a smooth and satisfactory experience for all our customers. However, there are instances where issues with package delivery can occur. In such cases, our policy regarding lost or stolen packages is as follows:

Checkout Orders with Route: All orders placed on our website will be automatically processed with Route at the cart stage, which includes coverage for the items in the cart. It is the customer's responsibility to ensure that their orders are insured through Route. By choosing to opt out of this insurance, customers acknowledge and accept the risk associated with the potential loss or theft of their package. In such cases, Gelato Pique will not be able to provide replacements or refunds. We will be unable to replace or refund any order that is not covered by Route insurance.

Customer Responsibility: Customers are responsible for ensuring that their orders are insured through Route. By opting out of this insurance, customers acknowledge and accept the risk of loss or theft of their package without the possibility of a replacement or refund from Gelato Pique.

Proof of Delivery: In cases where a package is claimed to be lost or stolen, we rely on the carrier's proof of delivery. If the carrier confirms successful delivery with adequate proof, Gelato Pique considers the order fulfilled and has been successfully delivered.

Parcels that are not insured with Route: In the event of a lost or stolen package that is not covered by Route, we can assist you in filing a claim with the carrier with a maximum of $100 in built-in insurance. If your order is valued at more than $100, Gelato Pique will be unable to refund the remaining amount exceeding $100. Please note that if the waiting time for a lost claim with the carrier is 30 business days, we will have to wait for approval of the claim. During this waiting period, Gelato Pique will not be responsible for refunding or replacing your lost or stolen parcel.

Additionally, Gelato Pique will not be liable for any replacement or refund if your claim is declined or disapproved by the carrier. We recommend considering the benefits of Route Insurance to ensure coverage and peace of mind in such situations.

We strongly encourage all customers to carefully consider the advantages of Route insurance when making a purchase. This insurance provides peace of mind and safeguards your order against unexpected situations. In the event of a lost or stolen package, the terms and conditions outlined in our policy will be applied.

 

DAMAGED ITEMS 

We accept returns and exchanges for damaged items. Upon receiving your returns we will inspect the items and if the items have been washed, worn, or used before the damage or defect occurred, then Gelato Pique has the right to refuse to replace the item, and the item will be sent back to you. 

You can report a damaged or defective item within 3 days after your order has been marked as delivered, and up to 14 days after it was initially delivered. Please note that if 14 days have passed and you have not contacted us regarding the damaged item, we will not be able to honor your claim, and we won't be able to provide a replacement or refund. We adhere strictly to this policy.

 

REFUNDS

Once your return is received and inspected, we will notify you if your return is accepted or declined.

If the return is approved, then the refund will be processed ASAP and a credit will automatically be applied to your credit card or original method of payment. You must keep your original payment method and contact information up-to-date with us. 

Please note that it will take 3-5 business days for the refund to be fully processed. 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.

 

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you have not received your refund yet, please check your bank/financial statements again. It may take a few days before the refund is posted and if you have any questions or concerns, please contact your bank/financial provider.

 

ITEMS PURCHASED ON FINAL SALE

We will not accept any returns, exchanges, and/or refunds for items purchased during any of our SALE EVENTS; including, but not limited to: items marked “FINAL SALE,” items discounted 20% and up, and/or items purchased using any discount code

 

GELATO PIQUE PROMO TERMS

Discount offers are valid for a limited time only. Gelato Pique reserves the right to modify or cancel discount offers at any time. All sales are final and cannot be returned. The discount may only be used on Gelato Pique.us

Promotions are limited to one discount code per customer. If you return any of the items purchased with a discount code, the code discount or value may be subtracted from the return credit. Applicable shipping and handling charges apply to all products. The offer is not valid on purchases of electronic gift cards, gift packaging, or previous purchases. Discounts may not be combined with any other offer, sale, promotion, or discount. Gelato Pique.us reserves the right to modify these terms at any time without notice.

 

ORDER PROCESSING TIME

Please note that due to the high volume of orders, orders are taking up to 7 days to process before being shipped. During high volume periods, product availability may be subject to change while your order is being processed. Most orders placed Monday through Friday will be processed and shipped within 7 business days. Orders placed on Friday or over the weekend will start processing on Monday and ship within 7 business days. 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 issues with local customs officials. 

For orders placed during Final Sale, Black Friday Sale, and all orders placed in December, please be aware that there may be delays in order processing. Typically, it takes 7 business days to process orders on regular days. However, during these mentioned sales and in the month of December, there will be delays in order processing, and it may take more than 2 weeks to fulfill and deliver your order. We appreciate your understanding during this busy period.

 

PRE-ORDERS

Items available for pre-order will be indicated on the product page with the anticipated ship date. Please note, once your order is placed, the full payment will be immediately charged and you will receive a confirmation email. If you wish to cancel your order before the ship date, you may do so by contacting Customer Service.

If your order contains pre-order items and available items, please note that your order will be shipped once the pre-order item(s) are in stock.

Orders for available items and Pre-order items cannot be combined. Due to packaging constraints, we are not able to ship the available items first. If you wish to purchase pre-order items along with regular items, please place separate orders for each.

 

TAXES

To the extent that we are required by law to charge and collect taxes on products that we sell, such taxes are charged based on the tax laws applicable to the location to which the order is being shipped or delivered. At checkout, all appropriate taxes will be added to the order total. The tax amount displayed during checkout is an estimate of the tax applicable to your order. This amount may vary slightly from the actual amount of tax payable in connection with your order due to different tax rates which apply as a result of the origin and destination of the item(s) being purchased, as well as other factors.

 

ACCESSORIES

Please note that hairbands, sleeping masks, and socks are non-returnable and/or non-exchangeable.

 

PAYMENT OPTIONS

 

Credit Cards

We accept Visa, MasterCard, American Express, and Discover cards. Your credit card will be charged upon check out of your order

PayPal

When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review before clicking 'Pay Now'. Once this transaction is complete, you will then return to GelatoPique.us

Afterpay

Simply shop and proceed to checkout as usual. At checkout, please choose Afterpay as your payment method. You will then be directed to the Afterpay website to register. Next, please provide payment details. If you are already an Afterpay user, just log in there with your email address & password and continue checkout.