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What if a product is damaged?

We are sorry to hear that the order has arrived damaged - this should have never happened.

For such cases, we have a simple process in place that will allow your customer to get a new product as soon as possible:

  • Place a reorder via the Gelato Dashboard - please note that you will be initially charged for the new order.
  • If you would like to file a claim and get a refund for the original order, reach out to Gelato Support with the following information:
    • Original order number
    • Resubmitted order number
    • Description of the error
    • Pictures of the damaged order (ideally, both the product and the packaging) [MANDATORY]

Note: The pictures are very important for our team for internal reporting. When an order arrives damaged, we trigger an internal investigation with our print and logistics partners to ensure that this doesn't occur again and that any improvements are applied as soon as possible.

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