In order to start a return, please email email@example.com 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.
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 firstname.lastname@example.org 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.
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 email@example.com, 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 reaching out to them. Once a shipment has been declared delivered, we are not able to re-route it. If you would like to order the same items, then we cannot guarantee these same items 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 shipments are returned to our facilities. The customer will be responsible for the cost of reshipping.
MISSING / STOLEN ITEM
You may file a claim on a lost or missing package up to 3 days after your order has been marked as delivered. If three days have gone by and you haven’t contacted us about your package, we will not honor your claim.
Before filing a claim, be sure you’ve checked all exterior doors and other locations where the package could be placed, including the porch, back patio, garage, and any area out of potential weather hazards. You should also check with anyone who might have retrieved the package. If you’re still unable to locate the package, the sender or the intended receiver may initiate a claim.
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 may report a damaged or defective item up to 3 days after your order has been marked as delivered. If three days has gone by and you haven’t contacted us about your package, we will not honor your claim.
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.
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.
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.
Please note that hairbands, sleeping masks, and socks are non-returnable and/or non-exchangeable.
We accept Visa, MasterCard, American Express, and Discover cards. Your credit card will be charged upon check out of your order
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
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.