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Delivery

How long will my order take to get to me?

We aim to process orders within 2-3 business days. Please allow extra processing time during holidays such as Christmas. 

Shipment times can be viewed below. Please note, there may be delays of an additional 3-5 business days in delivery during Covid alert levels. Please keep your courier safe by keeping your distance when they drop off your mail.

PRIORITY FULFILLMENT

We offer Priority Fulfillment for an additional fee of $6.00 on top of our standard shipping rates (not applicable to Auckland Evening Home, which already receives priority fulfillment). Priority Fulfillment orders will be processed first for our courier collections in the morning and afternoon on business days. 

For same day courier collection, Priority Fulfillment orders must be placed before 1pm. Priority Fulfillment orders placed after 1pm or on weekends will be prioritised for courier collection the following morning. Shipping times for Priority Fulfillment orders are dependent on your location and are outlined below.  

STANDARD - New Zealand Urban (Non-Rural)

1-3 business days (approx) with Aramex.

STaNDARD - New Zealand Rural

2-5 business days (approx) with Aramex. New Zealand rural deliveries are handed over to New Zealand Post for the rural portion of delivery.

EXPRESS - Auckland Evening Home

Same evening for suburbs from South Auckland - North Shore, or following afternoon for suburbs from upper North Shore - Orewa with Urgent Couriers when booked before 2.30pm on business days. Price, exact delivery date and time bracket for this service will show during the checkout process if your suburb is eligible.

STANDARD - Australia Urban (Non-Rural)

1-3 business days with DHL.

STANDARD - Australia Rural

2-7 business days (approx) with DHL. Australia rural deliveries are handed over to Australia Post for the rural portion of delivery.

STANDARD - Rest of World

2-7 business days (approx) with DHL.

Do you ship to PO Boxes or Private Bags? 

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

How much does shipping cost? 

Shipping costs can depend on the item you’ve ordered and the country where it’s being delivered. Please see below for the shipping costs for your country in NZD. 

FREE SHIPPING

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. 

DUTIES & TAXES

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. 

Ordering & Delivery FAQ's

Returns, Refunds and Exchanges

Can I cancel my order?

Yes, 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 One 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 ONE HOUR, BUT 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. 

Can I return a product if I have changed my mind?

Yes, you are able to return a product for store credit if your product meets the following conditions: 

• It has been 30 days or less since you received your product. 
• Your product is unused and in its original packaging. 

To return 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. 

To return your product at our store:

• Visit us during our opening hours (Monday-Friday 9am-5pm, Saturday 10am-2pm) with your purchase receipt (if purchased in store) or order number (if purchased online). Our store is located at 34B Constellation Drive, Rosedale, Auckland down a driveway between Z Petrol Station and The Coffee Club. 
• 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. 

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.

My product is damaged or faulty - what can I do?

We offer replacements for faulty products. 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 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 the issue with your product. 
• Your original order number.
• Your best postal address, email address and phone number.

If your product is damaged due to poor customer care, we reserve the right to reject your replacement request. If your replacement request is rejected, we will contact you via email. If your replacement request is approved, we will ship your replacement item.

Returns FAQ's

Pick-Up

Can I place my order online and pick it up?

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-5pm, Monday - Friday, 10am-2pm Saturday. We are located down a driveway between Z Petrol Station and The Coffee Club.

Please bring your confirmation email when you come to collect your order.

Can I buy Gelous products in store?

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 The Coffee Club. We are open from 9am-5pm, Monday-Friday, 10am-2pm Saturday.

Please note, we are unable to offer in-store shopping during alert level 3-4.