Delivery, Returns & Pick-Up

Delivery

How long will my order take to get to me?

SHIPPING - NEW ZEALAND

Our New Zealand courier (Aramex) aims for 1-3 business day urban delivery and 2-5 business day rural delivery. 

SHIPPING - REST OF WORLD

Our global courier (DHL) aims for 1-3 business day delivery.

PROCESSING TIME

We aim to process orders the following business day. Please allow extra processing time after weekends and during holidays such as Christmas.

PO BOXES

Please note, we are unfortunately unable to ship to PO Boxes.

How much does shipping cost? 

My delivery is taking a long time to arrive

Please remember that once the packages have left Gelous, all control over delivery times is held with couriers and we do not accept any liability for costs associated with delivery delays.

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 item arriving, but you can see the tracking details as being active, we recommend you contact Aramex (New Zealand orders), or DHL (Australian 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)! However if your parcel does not arrive, please flick us an email at info@gelous.co and we will either get this sorted, or offer you a refund / replacement.

Returns

Change of mind refunds or exchanges

Our returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a refund or exchange your product must be unused and in its original packaging. If you would like to return a product and receive a refund or exchange, send us an email at info@gelous.co.

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 paid out 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 refund of $11.67.

To return your product, you should mail your product to: Gelous C/O Symet, Unit B5, 1066 Great South Road, Mt Wellington, Auckland 1060. Please make sure to include your name and order number in your return. To ensure your product does not arrive damaged, please make sure to use appropriate packaging, such as bubble wrap or the eco-wrap your product arrived in. You will be responsible for paying for your own shipping costs for returning your product. Shipping costs are non-refundable unless otherwise stated. Depending on where you live, the time it may take for your product to reach us may vary. You should consider using a trackable shipping service or purchasing shipping insurance, or we can’t guarantee that we will receive your returned item.

Once your return is received, inspected and approved, your refund will be processed and a credit will automatically be applied to your original method of payment. If you have opted for an exchange, we will issue you store credit for the same value as your returned item. If your return is not approved due to its condition, we will contact you via email. 

Faulty product exchanges

Our faulty product warranty lasts 1 year for electronics and 3 months for all other products. If the allotted time has gone by since your purchase, unfortunately we can’t offer you an exchange.

To be eligible for an exchange on a faulty product, your item not be damaged from poor customer care. If you believe your product is faulty and you would like to exchange it, send us an email at info@gelous.co with images or videos showing the issue with your product. 

If your product is damaged due to poor customer care, we reserve the right to reject your exchange. If your exchange is approved, we will contact you via email to arrange shipping of your exchanged item. 

Late or missing refunds

If you haven’t received a refund yet, don't be alarmed. Refunds can take up to 7 days to process. 

If after 7 days, you have still have not received your refund, please contact us at info@gelous.co.

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded unless faulty.

Pick-Up

Order for pick-up or come visit us at Symet, Unit B5, 1066 Great South Road, Mt Wellington, Auckland. Open 9am-5pm, Monday-Friday. 

Pre-Orders

When part of an order is on pre-order, the full order will be sent once the pre-order is in stock unless otherwise requested.