Returns Policy

We want you to love your new wardrobe pieces, so, if something isn’t quite right, we’re happy to offer a return within 21 days* in accordance with our Returns Policy:

• Gelato Lane returns may be eligible for a Gelato Lane Online store credit 
• Refunds If an item is deemed faulty, Gelato Lane will replace or refund the value of item at the time of purchase.
• All Return or Exchange Items must be in the original condition with tags attached and unworn.  
• Gelato Lane reserves the right to reject returns beyond the return period limit, or items which are not in the same condition in which they were received.
• Final sale items are not eligible for return. If a sale item is returned, it will be returned to sender upon receipt

 

NEED TO RETURN AN ONLINE ORDER?

• Online returns must be made within 21 days* of the delivered day for. This Excludes Sale items. Download Returns Form

All returns are subject to the following conditions (‘Return Conditions’), except in the case of faulty items which may be returned in accordance with the Faulty item section below.

• The return must be made within 21 days* of receipt:
• We will use the tracked delivery date for online purchases as your receipt date
• original purchase date for in store purchases as per printed receipt
• You have valid proof of purchase;
• The items are unworn and in a saleable condition;
• The items have not been altered, washed, dry cleaned or damaged while with you; and
• The swing tag and any other applicable packaging is still attached.
• Gelato Lane reserves the right to reject returns beyond the return period limit, or items which are not in the same condition in which they were received.

 

REFUND CONDITIONS

• We do not issue refunds on any Sale items and only offer online credit notes on full price items. 
• Gift Vouchers, and Gelato Lane Credit can be returned for a Gelato Lane Credit only.
• There is no limit on the value of exchanges or credit for online orders. 
• Refunds only for items deemed faulty, Gelato Lane will replace or refund the value of item at the time of purchase.

BOOK AN ONLINE RETURN

• Available for Online Orders Only.
• Please Download Returns Form or more information .
• Gelato Lane is not liable for any cost, loss, damage or delay arising from, or in connection with, the transport and return of the goods to Gelato Lane.

SALE/PROMOTIONAL RETURNS

• Refunds are not available on sale and promotional items unless faulty. 
• We do not offer exchanges or returns on SALE items. 
• All Sale Items Purchases are FINAL.
• Please take care when selecting our final sale items as there are strictly no exchanges or returns on sale items unless deemed faulty.
• If a sale item is returned, it will be returned to sender upon receipt.

ONLINE EXCHANGES

• Unfortunately we do not offer online exchanges.
• We cannot hold stock, or guarantee that the item will still be in stock during this time.

AFTERPAY:

• All orders made with Afterpay are in accordance with all Gelato Lane return policies. Once your order has been processed, you will be issued with a Store Credit Voucher and you will continue to pay your Afterpay instalments. Gelato Lane is unable to offer partial refunds/store credits. The store credit will be deposited for the total value of the item(s) returned. 
• For more information on Afterpay's terms & conditions, you can visit Afterpay's website here. Or  you can contact Afterpay on 1300 100 729.

To avoid disappointment and delay, we recommend that you place a new order for the item you require.  And process your original return as normal. That way you are guaranteed the stock and delivery time. Your refund or credit will only be processed when we receive the original item back in accordance with our Return Conditions.

 

ONLINE RETURN TIMES

• Please allow up to 2-4 business days for returns to be processed once received at our Online Warehouse (as per your tracking number).
• You will be notified via email once your return has been successfully processed or rejected.
• Please allow up to 5 Business Days for the funds to appear in your account once processed.

• If an item is deemed faulty, Gelato Lane will offer to replace or refund the value of the item.

HOW TO REPORT A FAULTY ITEM

• Bring your item to the store where your originally purchased the garment.
• If you are unable to attend a store, please send the details of the fault to hello@geltolane.com (please include as much detail as possible and pictures of the fault).
• You must provide a proof of purchase such as the order confirmation or bank statement.

OUTCOME

• If the item is deemed faulty, Gelato Lane will offer to replace or refund the value of the item plus delivery charges.
• If the fault is “major” you can ask for a refund or replacement 

All of our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. This Policy is not intended to replace, limit or exclude any rights available to you under the Australian Consumer Law.

 

Download Returns Form