Shipping, Delivery & Returns
How long will my order take to get to me?
Orders are processed mornings and afternoons on business days.
Gelous ships our packages with Courier It (NZ) and DHL (AUS). We have found these companies to be the most cost effective and efficient.
Courier It aims for 1-3 day urban delivery and 2-4 day rural delivery. DHL aims for 1-2 day delivery. Orders will not be shipped on weekends or public holidays.
If you have a problem with your item arriving, but you can see the tracking details as being active, we recommend you contact Courier It or 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!) However please get in touch if your parcel does not arrive and we will organise a refund or replacement.
How much does shipping cost?
For orders under $100, shipping is $5 (urban) or $7 (rural). For orders over $100, shipping is free.
We offer a tracked courier service with DHL throughout Australia for $25.
My delivery is taking ages 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 your item is missing, please flick us an email at firstname.lastname@example.org and we will either get this sorted, or offer you a refund / replacement.
Can I pick my order up?
Yes! You must purchase online and select '*****PICK UP*****'. Our warehouse address is Gelous C/O Vape Bandit, Unit B5, 1066 Great South Road, Mt Wellington, Auckland. Our hours are Mon - Fri: 8:30am-5:00pm. Please ensure you order at least 4 hours in advance. However, if you contact us within 4 hours we may be able to arrange something.
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 item must be unused and in its original packaging. If you would like to receive a refund or exchange your unused product for a same priced item (minus shipping costs), send us an email at email@example.com. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or exchange. If your refund is approved, then it will be processed, and a credit will automatically be applied to your original method of payment. If your exchange is approved, we will contact you to ship your exchanged item.
Faulty product refunds or exchanges
Our faulty returns warrantee lasts 3 months. If 3 months have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a refund or exchange on a faulty product, your item not be damaged from poor customer care. If you would like to receive a refund or exchange your product, send us an email at firstname.lastname@example.org. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or exchange. If the product is damaged due to poor customer care, we reserve the right to reject your refund or exchange. If your refund is approved, then it will be processed, and a credit will automatically be applied to your original method of payment. If your exchange is approved, we will contact you to ship your exchanged item. If the product is damaged due to a quality issue, we will refund you your shipping cost.
Shipping your items back
To return your product, you should mail your product to: Gelous C/O Vape Bandit, Unit B5, 1066 Great South Road, Mt Wellington, Auckland, 1060
You will be responsible for paying for your own shipping costs for returning your item. 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.
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 email@example.com.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.