Gelato Quality and Delivery Guarantee Policy
Last updated: 12 December 2024
We are committed to providing exceptional products and services to our customers. This policy outlines our Quality and Delivery Guarantee.
We reserve the right to change this policy from time to time without prior notice. This policy is subject to Gelato Terms of Service. In case of conflict, Gelato Terms of Service shall prevail.
1. Quality Guarantee
Our Promise:
You are a world-class seller in products that Gelato excels at. To show that to you, we are committed to ensuring we meet the highest standards, so you receive quality you can rely on with every order. If you are not fully satisfied with the quality of our products, we will provide a refund.
Terms and Conditions:
Reporting Issues: Any quality concerns must be reported within 30 days of receiving your order. Please attach a clear photo of the product to your report.
Eligible Regions: This guarantee is available to customers sending orders to the following countries: Australia, Canada, Denmark, France, Germany, Italy, Norway, Spain, Sweden, the United Kingdom, and the United States.
Eligible Products: Applies to cards, calendars, photobooks, posters, framed posters, canvas prints, and framed canvases.
2. Fast Delivery Guarantee
Our Promise:
Your order will be delivered within 5 business days upon receipt. If it doesn’t arrive on time, we offer the following:
Delays exceeding 5 business days: 20% refund of the order value.
Delays exceeding 10 business days: Full refund.
Terms and Conditions:
Peak Periods: During December and other peak seasons, holiday-specific deadlines will apply. For more details, refer to our Holiday Order Deadlines.
Eligible Regions: This guarantee is available to customers sending orders to the following countries: Australia, Canada, Denmark, France, Germany, Italy, Norway, Spain, Sweden, the United Kingdom, and the United States.
Eligible Products: Applies to cards, calendars, photobooks, posters, framed posters, canvas prints, and framed canvas prints.
Special Shipping Options in US and Australia:
In the United States, this applies to orders shipped with “Standard” or above.
In Australia, this applies to orders shipped with “Express.”
Exclusions: The following geographical exclusions apply:
United States:“Delivery guarantee applies to the contiguous United States only. Excludes Alaska, Hawaii, U.S. territories, PO boxes, APO/FPO/DPO addresses”
Canada:"Delivery guarantee applies to mainland Canada only. Excludes remote areas, territories (Yukon, Northwest Territories, Nunavut), and PO boxes."United Kingdom:"Delivery guarantee applies to mainland UK only. Excludes Northern Ireland, the Highlands, Channel Islands, and other offshore islands."
Spain:"Delivery guarantee applies to mainland Spain only. Excludes the Canary Islands, Balearic Islands, Ceuta, and Melilla."
Italy:"Delivery guarantee applies to mainland Italy only. Excludes Sardinia, Sicily, and other smaller islands."Sweden:"Delivery guarantee available to mainland Sweden only. Excludes remote areas, including certain archipelago islands."
Norway:"Delivery guarantee applies to mainland Norway only. Excludes rural areas and remote regions."France:“Delivery guarantee applies to mainland France only. Excludes Corsica and other overseas territories (e.g., Guadeloupe, Martinique, Réunion, French Guiana, Mayotte, and French Polynesia)."
3. Exclusions and Limitations
Force Majeure Events: Our Quality and Delivery Guarantee does not cover issues or delays caused by circumstances outside our control, such as strikes, extreme weather conditions or other acts of nature.
Customer Responsibilities: Ensure that delivery details provided during checkout are accurate. Errors in shipping addresses may void the Delivery guarantee.
Thank You for Choosing Us!
We value your trust and strive to make every order exceptional. For further inquiries about this policy, please contact our Customer Service team.