Returns and Exchanges

FINAL SALE POLICY

At Gelato Pique USA, we are committed to ensuring transparency and providing the best shopping experience for our customers. Please review our Final Sale Policy below:

1. Final Sale Items: Items marked as "FINAL SALE" are not eligible for cancellations, returns, exchanges, or refunds.

2. Discounted Items: Products discounted at 30% off or more are considered FINAL SALE and are not eligible for returns or exchanges.

3. Sale Event Purchases: Items purchased during SALE EVENTS, including but not limited to Black Friday, Cyber Monday, seasonal promotions, or other sale events, are FINAL SALE.

4. Discount Code Purchases: Any items purchased using a discount code or promotional offer are also classified as FINAL SALE.

Please Note:
We strongly encourage customers to review their orders carefully before completing checkout. Due to the nature of sale events and discounted items, we are unable to make any exceptions to this policy.

For any inquiries or assistance with your order, feel free to contact our Customer Support Team. We’re here to help! (customer@gelatopique.us)

Thank you for shopping with us and for being a valued member of the Gelato Pique USA family.

 

RETURN POLICY 

In order to start a return, please use our Return Portal 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:

• All returns must be initiated through our online return portal prior to shipping. Items sent back without an approved return request will not be accepted and will be recycled or donated at our discretion.

• 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, smells (such as cigarette smoke and/or perfume odor), and deodorant.

• We will not approve any returns, exchanges, and/or refund requests for items purchased during any of our SALE EVENTS, including, but not limited to: items marked “FINAL SALE,” items discounted 30% and up, and/or items purchased using any discount code

• We do not accept returns initiated after 14 days of the delivery date. 

 

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 are damaged due to misuse of the product.

• Products sold in sets or combinations cannot be returned individually.

• Sale merchandise

• All pet items

 

14 DAYS RETURN TIME FRAME 

If you have any returns, please use our Return Portal to get the return process started. The return process must be initiated and your request submitted to us 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 use our Return Portal with your order number and list the item(s) you are requesting to return.

If you opted in to Checkout+ at checkout, return shipping is covered at no additional cost. If you choose not to opt in to Checkout+, then the return of undamaged and unwanted item(s) will be subject to a return shipping fee. This shipping fee will be deducted from the refunded amount. Once your return is approved, you will receive a return shipping label. Shipping charges billed to you for your original purchase are not eligible for a refund.  

If you receive an item(s) that is defective or damaged, we will provide a prepaid return label for the return at no additional charge to you. Using the provided label, please drop off your package at the corresponding carrier. Shipping charges billed to you for your original purchase are not eligible for a refund.  

INTERNATIONAL RETURNS:

Please note that return shipping 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 the weekends. Our Customer Service Team is available Monday–Friday, 10 AM –6 PM 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 some of the most common questions. We are also 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), unless they opted in to Checkout+ at checkout, in which case return shipping is covered (shipping on the new order is not included). If the customer chooses a refund, we will refund the original product price, excluding shipping fees, unless the customer opted in to Checkout+. Please note that the shipping cost to return an item is never the same as the original shipping cost at the time of purchase. 

 

WRONG ADDRESS: DELIVERED

If an incorrect shipping address is entered at checkout and the package is delivered to that address, Gelato Pique US is not responsible for replacing, refunding, or recovering the order. Once a shipment is marked as delivered by the carrier, we are unable to reroute the package or initiate a return to the sender. However, if Checkout Plus was purchased at the time of checkout, you will be covered. In that case, please submit a claim through the customer portal, and your request will be reviewed and handled accordingly. If Checkout Plus was not purchased, any replacement order will need to be placed at your own expense. Please note that we cannot guarantee item availability for reorders

WRONG ADDRESS - RETURNED 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). You may contact us at customer@gelatopique.us to request an address update. However, we cannot guarantee the update will be processed before the package ships. Any new shipping charges due to a change in address before or after shipping remain the responsibility of the customer. We encourage you to make sure you provide us with the correct address at checkout to avoid these problems. 

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 Checkout+: Checkout+ offers insurance for online orders, safeguarding against loss, damage, or theft. When customers purchase items from our website, they have the option to add Checkout+: Free Returns + 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 Checkout+: All orders placed on our website will be automatically processed with Checkout+ 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 Checkout+. 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 Checkout+ insurance.

Customer Responsibility: Customers are responsible for ensuring that their orders are insured through Checkout+. 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 Checkout+: In the event of a lost or stolen package that is not covered by Checkout+, we can assist you in filing a claim with the carrier, which provides 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. In cases such as this, where the customer did not opt in to Checkout+, Gelato Pique is required to wait for the carrier to approve the claim before Gelato Pique is able to issue any sort of refund (limited to $100). We do not offer replacement in these situations. Gelato Pique will not be liable for any replacement or refund if your claim is declined or disapproved by the carrier.

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 Checkout+ Insurance to ensure coverage and peace of mind in such situations.

We strongly encourage all customers to carefully consider the advantages of Checkout+ 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 items that arrive damaged during transit or that contain a manufacturing defect. Upon receiving your return, we will inspect the item(s), and if the item(s) have been washed, worn, or used, then Gelato Pique has the right to refuse to replace the item, and the item will be sent back to you.

You must report a damaged or defective item within 14 days of the date your order was marked as delivered. If 14 days have passed and you have not contacted us regarding the damaged or defective item, we will not be able to honor your claim or 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. Approved refunds will be issued to your original method of payment. Please note that Gelato Pique does not issue refunds in the form of cash or store credit unless the original payment method is no longer valid, in which case please contact our Customer Support Team.

If the return is approved, the refund will be processed within 3-5 business days, and a credit will automatically be applied to your 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 among 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. 

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 discount code 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 USA  reserves the right to modify these terms at any time without notice. 

ORDER PROCESSING TIME

At Gelato Pique, we are committed to delivering your order with care and efficiency. Orders placed Monday through Friday by 3:00 PM EST are typically processed and dispatched within 24 hours.

Orders placed after 3:00 PM EST, as well as those placed over the weekend or on holidays, will begin processing on the next business day and are generally shipped by the following business day (for example, weekend orders will ship by Tuesday).

Please note that processing times may vary slightly depending on order volume and product availability.

During peak periods—particularly in the two weeks following Black Friday—additional processing time of up to 2–3 business days may be required.

If your order has not shipped within the timeframes outlined above, we kindly invite you to contact our team at customer@gelatopique.us, and we will be pleased to assist you.

While we take every measure to ensure a seamless experience, Gelato Pique is not responsible for shipping delays once your order has been dispatched, including those caused by carriers, weather conditions, or other circumstances beyond our control. 

PRE-ORDERS

Items available for pre-order will be indicated on the product page with the anticipated ship date. Once your order is placed, the full payment will be charged immediately, and you will receive a confirmation email. If you wish to cancel your order before the ship date, then 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. 

 

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 checkout 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.