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Returns

Order Cancellations

You are able to cancel your order prior to shipment. If you wish to cancel your order, please get in touch with us at info@gelous.co with your order number. If you don't have your order number, please provide your shipping address, phone number and full name. 

Within 1 hour

If you cancel your order within one hour of it being placed, we are able to offer a full refund. A refund takes 5-10 business days to be processed.

After 1 hour, before shipment

If you cancel your order prior to it being allocated a tracking number, we are able to offer you store credit. Store credit lasts 1 year from the date of issue. Processing time for store credit is 1 week.

Change of Mind

If you've changed your mind about a product you have purchased, we can offer you store credit or an exchange for the same priced item. To be eligible, your product must:

  • Have been purchased within 30 days. Receipt proof must be provided.
  • Be unused.
  • Be in good condition.
  • Be in its original packaging.

Returning your product via post

  1. Notify us about your return by emailing info@gelous.co with your order number and product(s) you will be returning. If you don't have your order number, please provide your shipping address, phone number and full name. 
  2. Mail your product:
    • New Zealand & rest of world: Gelous, 3A Whetu Place, Rosedale, Auckland 0632.
    • Australia: Gelous, 7/1-3 Business Drive, Narangba, Queensland, Australia 4504.
  3. Enclose your name and order number in your return.
  4. Ensure your product does not arrive damaged by using appropriate packaging, such as bubble wrap or the eco-wrap your product arrived in.
  5. Consider using a trackable shipping service or purchasing shipping insurance, otherwise we can’t guarantee that we will receive your returned item. You will be responsible for paying for your own shipping costs for returning your product. Depending on where you live, the time it may take for your product to reach us may vary. 
  6. Once your return is received, inspected and approved, we will issue you store credit for the same value as your returned item at the time of purchase. If your return is not approved due to its condition, we will notify you via email. 

Returning your product at our store

  1. Visit us during our opening hours (see bottom of website) with your purchase receipt email or order confirmation email. 
    • New Zealand store: Gelous, 3A Whetu Place, Rosedale, Auckland.
    • Australian store: Gelous, 7/1-3 Business Drive, Narangba, Queensland, Australia.
  2. Once your return is received, inspected and approved, we will issue you store credit for the same value as your returned item at the time of purchase. If your return is not approved due to its condition, we will notify you. 

Terms and conditions

  • Store credit lasts 3 years from the date of issue.
  • Refunds will not be issued for change of mind returns.
  • Store credit takes 3-7 business days to process.
  • Sale items or items that used discount codes will be credited at the discounted price. 
  • If you opt for an exchange instead of store credit, you are eligible to pay shipping costs. 
  • Individual components of Multi-Polish & Lamp Packs and Multi-Polish Packs cannot be swapped out - only full packs can be returned.
  • Individual components of Polish & Lamp Packs can be returned, but store credit will only be given at the discounted price. Alternatively, Gel Nail Polish colours from our Polish & Lamp Packs can be swapped for another Gel Nail Polish colour of the same price. 
    • Basic Pack: discounted by 15.4%.
    • Basic Pack with Builder Gel: discounted by 17.8%.
    • Essentials Pack: discounted by 18.4%.
    • Essentials Pack with Builder Gel: discounted by 20.1%.
    • Starter Pack: discounted by 19.5%.
    • Starter Pack with Builder Gel: discounted by 20.9%.

Faulty Product

If you have received a faulty product, we will replace it for the same product. To be eligible, your product must:

  • Have been purchased within 1 year (electronics) or 30 days (all other products). Receipt proof must be provided.
  • Be inspected and deemed faulty. 
  • Not be damaged from poor customer care. Possible damages caused by poor customer care include:
    • Not wiping the Gel Nail Polish neck and rim after use, stopping it from being airtight.
    • Using Gel Nail Polish the sun, or near the Gel Nail Lamp when it is on, causing it to start to cure.
    • Storing in the bathroom, where temperatures fluctuate.

If you believe your product is faulty and you would like to receive a replacement, please email info@gelous.co with:

  • Images or videos showing what you received (including the packaging).
    • Gel Nail Lamp: Also include a photo of the sticker found between the base plate and lamp body.
    • Gel Nail Polish: Also include a photo of the sticker on the bottom of the bottle. 
  • Your original order number.
  • Your postal address, email address and phone number.

If your replacement request is rejected, we will contact you via email. If your replacement request is approved, we will ship your replacement item or prepare for pick-up if this is requested.

Missing or Damaged Product

If your order arrives damaged, your order does not arrive, or your order has items missing from it, we will replace it. To be eligible, your product must have been delivered within 7 days. Receipt proof must be provided.

Damaged Product

Emailinfo@gelous.co with:

  • Images or videos showing the damaged product (including the courier satchel or box). 
  • Your original order number.
  • Your postal address, email address and phone number.

Order Hasn't Arrived

Email info@gelous.co with:

  • Your original order number.
  • Your postal address, email address and phone number.

Missing Items From Order

Email info@gelous.co with:

  • Images or videos showing what you received (including the courier satchel or box).
  • Your original order number.
  • Your postal address, email address and phone number.

We will contact you via email regarding the outcome of your enquiry. 

General Shipping

Yes we do! If you live rurally you can save time by getting your order delivered directly to your PO Box. 

We use NZ Post for New Zealand orders, Australia Post or Aramex for Australian orders, and DHL Couriers for international orders.

In your shipping confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

If you haven’t received your tracking details after the standard processing time, please check your mailbox’s spam or junk folder. If you cannot find it, please get in touch with us at info@gelous.co with your order number. If you don't have your order number, please provide your shipping address, phone number and full name. 

Please remember, tracking information won’t display until your order is picked up by our courier. You will be able to see tracking information once it is collected.

Please remember that once your order has left Gelous, all control over delivery times is held with couriers and we do not accept any liability for deliveries outside the targeted delivery time frame.

Keeping track of the package and following up with the courier company regarding delays or redeliveries are in the hands of the customer. Unfortunately we get a lot of orders and do not have the time to check up on the courier companies delivery of each and every package.

If you have a problem with your order arriving, we recommend you check your tracking to find out which company your order has been shipped with and contact them directly for the fastest result. They work independently from us, so we can not control their service (even though we would like to)!

If you are informed by the courier company that your order is lost or damaged, please send us an email at info@gelous.co with your order number and any correspondence with the courier company. We will then liaise with them to arrange a replacement.

Placing an Order

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, as this allows you to check your order history, save your payment details, save your address details, save your wishlist and save your shopping basket. 

It’s quick and easy to create an account. Just click here and follow the instructions on-screen.

If an address is input incorrectly or without appropriate detail, we take no responsibility or liability for the customer not receiving their product. Please include as much detail as possible, including building names, unit numbers, etc.

Please take care to write your address in the correct format. A good rule of thumb is to check how Google writes your address. 

For address changes before shipment contact us at info@gelous.co. For address changes after shipment, check your tracking to find out which company your order has been shipped with and contact them directly for the fastest result.

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please check your mailbox’s spam or junk folder. If you cannot find it, please get in touch with us at info@gelous.co with your order number. If you don't have your order number, please provide your shipping address, phone number and full name.

If you're in Auckland or Brisbane, you can! If you would like to order for pick-up, please select this in the 'information' step of the checkout process. We will send you an email when your order is ready. If you need your order earlier, please contact us.

Pick-up orders will be processed first thing the following business day and will be ready and waiting for you when you arrive. Please have your order number handy when you come to collect your order. This will start with #GLS followed by a number. 

Once ready, you can pick-up from:

  • New Zealand: Gelous, 3A Whetu Place, Rosedale, Auckland, New Zealand.
  • Australia: Gelous, Unit 7/1-3 Business Drive, Narangba, Queensland.

Yes, you can buy all our products in our Auckland and Brisbane stores where you can see full displays of all our colours and products.

Our Auckland, New Zealand store is located at Gelous, 3A Whetu Place, Rosedale, Auckland, New Zealand with Afterpay, EFTPOS and cash facilities. We are open:

  • Mon-Wed: 9:00am-5:00pm
  • Thu: 9:00am-9:00pm
  • Fri: 9:00am-5:00pm
  • Sat-Sun: 9:00am-3:00pm

Our Brisbane, Australia store is located at Gelous, Unit 7/1-3 Business Drive, Narangba, Queensland with with Debit Card and Credit Card facilities (no cash). We are open:

  • Mon-Fri:9:00am-4:30pm.

Spend over a certain amount for free shipping. To qualify for free shipping, your cart total must over the specified amount after any discount codes have been applied and before any shipping fees are applied. 

  • New Zealand:Spend over $100NZD
  • Australia:Spend over $100AUD
  • United States:Spend over $125USD
  • Canada: Spend over $165CAD
  • United Kingdom: Spend over £100
  • Europe: Spend over €115
  • Asia: Spend over $125USD
  • Oceania: Spend over $200NZD

Order Alterations

Orders can be altered prior to processing. Please note, If your order has already been assigned a tracking number or been shipped, we are unable to make any changes. Products can be returned for store credit if they meet the guidelines in our Returns Policy

Adding or Swapping Products

Additional costs can be paid via any of our standard payment methods. Orders will not be shipped until any additional payments are received.

Removing Products

If you request to remove products from your order within one hour of it being placed, we are able to offer a full refund. A refund takes 5-10 business days to be processed.

How to Add, Remove or Swap Products

You can email us at info@gelous.co to request to add, remove or swap products in your order. 

If an address is input incorrectly or without appropriate detail, we take no responsibility or liability for the customer not receiving their product. If you contact us before your order is processed we will do our best to update this prior to shipment. 

Changes Before Shipment

For address changes prior to shipment email info@gelous.co.

Changes After Shipment

For address changes after shipment, check your tracking to find out which company your order has been shipped with and contact them directly for the fastest result.

No you do not. All parcels are delivered with Authority to Leave unless a Signature Required option is selected. If there is no safe space to leave your parcel, it will be held at your local depot. 

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