Shipping & Pick-Up

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 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.

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, 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 Gelous, 3A Whetu Place, Rosedale, Auckland, New Zealand.

Yes, you can buy all our products in our Auckland store 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-Fri: 9:00am-5:00pm
• Sat-Sun: 9:00am-3:00pm

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

Orders can be altered prior to processing. Please note that once your order has been assigned a tracking number or shipped, we're unable to make any changes. For alterations to be processed, our customer service team must first receive and confirm your request. If your order ships before we can review your email, we won’t be able to make any changes. To ensure faster assistance, please call us during our office hours. 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.