Processing time may be slower than usual due to high order volumes after our restock

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 Returns

You are able to return a product for store credit if it has been 30 days or less since you received your product and your product is unused and in its original packaging.

Returning your product via post

  • 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. 
  • Mail your product to Gelous, 34B Constellation Drive, Rosedale, Auckland 0632.
  • Enclose your name and order number in your return.
  • Ensure your product does not arrive damaged, by using appropriate packaging, such as bubble wrap or the eco-wrap your product arrived in.
  • Consider using a trackable shipping service or purchasing shipping insurance, or 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. 
  • 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 by email. 

Returning your product at our store

  • Visit us during our opening hours (Monday-Friday 9am-5pm, Saturday 10am-2pm) with your purchase receipt email or order confirmation email. Our store is located at 34B Constellation Drive, Rosedale, Auckland down a driveway between Z Petrol Station and Town Tonic Cafe.
  • 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 immediately. 

Returns terms and conditions

  • Store credit lasts 1 year from the date of issue.
  • Refunds will not be issued for change of mind returns.
  • Maximum processing time for store credit is 1 week (when returned via post).
  • Sale items or items that used discount codes will be credited at the discounted price. 
  • If a partial Pack is returned, we deem the UV/LED Gel Nail Lamp to not be a discounted item and the Gel Nail Polish will be credited at the total Pack amount, minus the UV/LED Gel Nail Lamp ($60), divided by the number of Gel Nail Polishes in the Pack. For example, if the Colour Coat from the Essentials Pack is returned, we would issue a store credit of $11.67.

Faulty Product Returns

We offer replacements for faulty products. Our faulty product warranty lasts 1 year for electronics and 30 days for all other products. If the allotted time has gone by since receiving your purchase, unfortunately we can’t offer you a replacement. We can only replace faulty items for the same product.

To be eligible for an exchange on a faulty product, your item must not be damaged from poor customer care.

If you believe your product is faulty and you would like to receive a replacement, please send us an email at info@gelous.co. Please include:

  • Images or videos showing what you received (including the packaging).
  • Your original order number.
  • Your best 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 Product

We have software in place to ensure every item you ordered arrives with you. On rare occasions a product may go missing in transit or be missed from your order. Our missing product warranty is valid for 30 days after receiving your product. If the allotted time has gone by since receiving your purchase, unfortunately we can’t offer you a replacement. We can only replace missing items for the same product.

If you believe a product is missing from your order, please send us an email at info@gelous.co. Please include:

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

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

General Shipping

No, we are unfortunately unable to ship to PO Boxes or Private Bags.

We use Aramex Couriers for New Zealand deliveries and DHL for Australia and Rest of World deliveries. Please note, New Zealand rural deliveries are handed over to NZ Post and Australia rural deliveries are handed over to Australia Post for the rural portion of delivery. 

In your delivery 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, but you can see the tracking details as being active, we recommend you contact Aramex (New Zealand orders) or DHL (Australia and International orders) with the tracking number you have been sent. They work independently from us, so we can not control their service (even though we would like to)!

If you are informed by the Aramex (New Zealand orders) or DHL (Australia and International orders) that your order is lost or damaged, please send us an email at info@gelous.co with your order number and any correspondense with the courier company. We will then liaise with them to arrange a replacement.

All orders are shipped from New Zealand and import taxes or import duties may be charged when your order reaches its destination country. These must be paid by the recipient. You can check your local government website for more information on duties. New Zealand customers will not be subject to any taxes or duties. Australian customers will only be subject to taxes or duties when their order is over $1000. 

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.

Yes. If you do not select rural shipping and your delivery address is rural, your order will not be shipped until the additional rural payment is made.  We take no responsibility for delays associated with waiting for the additional rural payment. You can check if your delivery address is rural here.

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, contact Aramex (NZ Orders), DHL (Australian Orders).

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.

Yes, 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. Pick-up orders will be processed first thing the following business day and will be ready and waiting for you when you arrive. If you need your order earlier, please send us an email to info@gelous.co.

Once ready, you can pick-up from Gelous, 34B Constellation Drive, Rosedale, Auckland from 9am-3pm, Monday-Saturday. We are located down a driveway between Z Petrol Station and The Coffee Club. 

Please have your order number handy when you come to collect your order. This will start with #GLS followed by a number. 

Yes, you can buy all our products in store. We have displays of all our colours and products with Afterpay, EFTPOS and cash facilities. 

Our store is located at Gelous, 34B Constellation Drive, Rosedale, Auckland down a driveway between Z Petrol Station and Town Tonic Cafe. We are open from Monday-Friday 9am-5pm and Saturday 9am-3pm.

New Zealand and Australian customers can get free shipping when spending over $100. 

Customers from Bangladesh, Cambodia, Cook Islands, Fiji, Hong Kong, India, Indonesia, Japan, Laos, Malaysia, New Caledonia, Pakistan, Papua New Guinea, Phillipines, Samoa, Singapore, South Korea, Sri Lanka, Taiwan, Thailand, Tonga, Vietnam can get free shipping when spending over $200.

Customers from USA, Canada, Mexico, Albania, Andorra, Austria, Belarus, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Ireland, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom can get free shipping when spending over $300.

Please note, 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. 

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 contact Aramex (NZ Orders), DHL (Australian Orders).

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