Free shipping for orders $150+

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, 7/1-3 Business Drive, Naragnba, Queensland, Australia 4504.
  • 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. 

    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 DHL.

    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 DHL 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 DHL that your order is lost or damaged, please send us an email at info@gelous.co with your order number and any correspondense with DHL. 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.

    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, contact DHL.

    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.

    Spend over $150 and you'll automatically qualify for 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. 

    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 DHL.

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