Frequently Asked Questions

Do you offer returns?

We want you to be completely in love with your order, so if for any reason you’ve changed your mind and want to return it, we offer store credit for the item/s you are returning and refund in the case of faulty item/s. you can read our full refund and exchange policy here.

www.gelatolane.com/pages/returns-and-exchanges 

Please note that SALE items are a final Sale and cannot be refunded or exchanged.

How do I access my store Credit ?

You will receive an email notification as soon as your Gelato Lane account has been credited. There will be a Gift Code: to ENTER at checkout.  

Where do i send my Return to?

For any reason you have changed your mind and want to return your order, we offer store credit for the item(s) you are returning and refunds in the case of faulty items. 

 

Please send returns to:

Attn: Gelato Lane Returns

Level 1, 88 Kippax Street

Surry Hills, NSW 2010

How long will my order take to arrive?

As a general rule we say 1-3 days. We ship with Australia Post Express Post Satchels. If you order before 2pm in most cases your order will be shipped the same day. If you are in a major city metro area you will most likely receive your parcel the next day. Depending on the delivery address this time frame will change ie; rural areas will take longer . To check if you are in a metro area you can look it up on the here.

How much does delivery cost ?

Standard Express shipping is FREE over $80 -

 $12.00 Flat rate for orders under $80.00 

How do I track my order ?

You can track your order via the shipping confirmation email we sent you OR you can track the status of your order at any time by logging into your account.

Refuge Denim sizing ?

If you are familiar with the Refuge brand you will know that the sizing can tend to run a little small. With the exception of Gelato Legs that run true to size.

With the non stretch denim we will always recommend going up 1 size.

If you have questions about the fit of a garment you are always welcome to email or call us.

Standard sizing guide ?

You can view or standard sizing guide here. As a general rule our models will wear size small or size 8 unless otherwise stated.

How do I use my discount code ?

Discount codes can be applied at the checkout screen. If a code is not working please check that the code applies to the item you are purchasing OR that the item is not already discounted in which case the code will be invalid. If you are still having trouble using a code please contact us via email.

What are your customer service office hours ?

Our office hours are Monday to Friday 9.00am to 4.00pm - We are closed on weekends and public holidays.

Can I return an item I have worn ?

No, we do not accept returns of items that have been worn or washed (with or without wear). We refuse returns and send items back that have been washed or worn. To avoid embarrassment we ask that you don’t return items to us in this condition.

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