FAQ/Information
What does Print On Demand mean?
Print-On-Demand: All items are made only once you place an order — there is no pre-stock. This allows for custom designs without holding large inventory.
Production Locations: Gelato works with over 140 print partners across 32 countries. Orders are produced in the facility closest to the customer whenever possible. This helps reduce shipping time, cost, and environmental impact.
Quality Standards: Gelato partners use professional-grade printing machines, carefully chosen materials, and established print processes. While exact colour matches cannot always be guaranteed (due to things like machine settings, paper/materials, humidity etc.), Gelato maintains strict quality assurance. If a defect is confirmed, they will reprint or refund.
Shipping & Delivery Times
Worldwide Network & Local Production: Because Gelato has production hubs around the world, most orders are printed locally or regionally. This means shorter shipping distances and faster delivery in many cases.
Estimated Delivery: Shipping (including production) typically takes 3-5 days for many products (depending on shipping speed selected and destination) to the UK, with some “express” options. These are estimates, not guarantees.
Shipping Options: Pricing and delivery estimates will be provided at checkout.
Tracking: Orders include live tracking so that you can monitor shipping progress.
Returns, Refunds & Quality Guarantee
No Regular Returns: Because items are made especially for each order (customised/personalised), Gelato does not provide a general return address or accept returns simply based on a customer changing their mind.
Defects or Damages: If you receive a product that’s defective, damaged, wrong quantity, wrong print, or of unsatisfactory quality, contact us within 30 days of receipt. Gelato will investigate. If the claim is validated, they will either send a replacement or issue a refund.
Lost Shipments: If your order doesn’t arrive and is deemed lost in transit, you must notify us within 30 days of the estimated delivery date. Then a replacement can be sent.
Returned to Sender / Refused / Unclaimed: In cases where packages are returned to the sender (wrong address, recipient refusal, unclaimed at pickup point etc.), Gelato will treat this similarly to lost orders: contact us within 30 days. You may need to place a new order, and shipping costs may be involved.
Quality Assurance
Colour & Print Variation: Slight variations in colours or print appearance can occur due to differences in materials, printing machines, environment etc. These are considered acceptable tolerances and are not covered under guarantee unless they are severe and clearly off from the expected result.
Material & Finish: Gelato uses vetted materials and finishes. If the product material is faulty (e.g. significant defects, wrong substrate etc.), this is covered under the quality guarantee.
Inspected Claims: All claims must be supported with photos / evidence, depending on the issue (damages, defects etc.), so Gelato’s quality assurance team can assess.
How to Raise a Claim or Report a Problem
1. Contact us within 30 days of when the order was delivered.
2. Provide order number, description of the issue, and clear photos of defects, damage, or other relevant problems.
3. Indicate whether you prefer a replacement or a refund, if replacement is feasible.
4. After claim is validated, Gelato will arrange the remedy (replacement or refund).
Important Notes & Limitations
Because products are personalised, we cannot accept returns simply for change of mind.
Shipping times may be affected by external factors (customs, local delivery times, carrier delays).
You are responsible for providing a correct and full shipping address. If an order is returned because of address issues, you may need to cover shipping again for re-delivery.
Colour/print previews are indicative; your monitor’s settings etc. can affect appearance. We try to minimise discrepancies via standardised processes.
