Frequently Asked Questions
ORDERING
Can I customise a design or request a personalised product?
Currently, Gelome sells ready-designed products listed on gelome.com. Custom design requests are not available at this time. Keep an eye on our store for new drops.
Can I modify my order after placing it?
We will make an attempt to modify your order if you contact us within 2 hours of placement, provided production has not yet begun. Modifications cannot be guaranteed as production may begin immediately. After production starts, all details are locked. Please double-check your size, colour, and delivery address carefully before confirming your order.
How do I know which size to order?
Each product page includes a detailed size chart with chest, length, and shoulder measurements.
- Measure a Garment, Not Your Body: For the most accurate fit, take an existing t-shirt that fits you well, lay it completely flat on a table, and measure across the chest (armpit to armpit) and length (collar to hem) using a measuring tape.
- Between Sizes: Because all garments are made to order and size exchanges cannot be accepted, we strongly recommend choosing one size up if your measurements fall between two sizes or if you prefer a relaxed fit.
Do you offer bulk or wholesale orders?
We do not currently offer bulk or wholesale pricing through gelome.com. All orders are processed through the standard storefront.
PAYMENTS
What payment methods do you accept?
We accept UPI, credit/debit cards, net banking, and digital wallets. Cash on Delivery (COD) is currently not available on gelome.com.
Gelome does not deduct applicable payment-gateway charges from refunds for verified eligible defects, damaged or incorrectly fulfilled products, lost-in-transit claims, or damaged in transit cases.
SHIPPING & DELIVERY
How long will my order take to arrive?
All orders are custom-printed after you place them. Processing and delivery times are estimated and may vary by courier partner, destination, transport mode and other circumstances. You will receive an email and / SMS once your order is dispatched.
Once an order has been handed to the courier, transit is outside Gelome's direct control. Delivery dates are estimates and may vary depending on the courier partner, destination, transport mode and other circumstances. Gelome will try to assist with applicable courier escalations by forwarding the relevant information to Printrove and/or the logistics partner. However, Gelome cannot guarantee a particular delivery date or courier outcome.
Courier Partner Selection: Gelome may use courier partners made available through Printrove. The courier partner and transport mode may vary depending on serviceability and other operational factors. Gelome does not guarantee the use of a particular courier partner for every order. Where tracking or courier-investigation information is available, Gelome will use the available information to assist with delivery-related enquiries.
Do you ship pan India?
Yes, we ship across India. Delivery to remote or Outside Delivery Area (ODA) pin codes may attract additional shipping charges and extended timelines. Enter your pin code at checkout to confirm serviceability.
I haven't received a tracking link. What should I do?
Tracking details are sent by an email and / SMS once your order is dispatched. If you have not received them within 3 business days of your order confirmation, write to us at gelomeopscs@gelome.com with your Order ID.
My tracking shows 'Delivered' but I haven't received my order. What now?
Please check with neighbours, family members, flatmates, or your building security/mailroom first. If still unresolved, email us at gelomeopscs@gelome.com within 24 hours of the delivery notification with your Order ID. We will escalate to our courier partner — investigations typically take 7–14 business days.
What should I do if a delivery attempt was made but I missed it?
You will receive an SMS or email from our courier partner with a re-attempt link. To avoid delays, respond within 24 hours to schedule a new delivery slot or confirm your address. Note: couriers typically schedule an automatic re-attempt within 48 hours regardless — but responding promptly increases delivery success. If you do not respond, further attempts may be made (up to 3 depending on the courier), after which the order will be returned to origin (RTO). Contact us at gelomeopscs@gelome.com if you need assistance escalating an NDR.
⚠ Customer Refused Delivery: If our courier marks a delivery as "Customer Refused," this means the customer confirmed cancellation via an OTP sent to their registered mobile number. A refused delivery confirmed by OTP cannot be disputed. Standard RTO terms will apply.
Customer-caused refused deliveries and RTOs are not eligible for a refund. If the customer contacts Gelome within 15 days and the returned order remains available for re-shipping, the original order may be re-shipped subject to the applicable re-shipping charge. RTO re-shipping is limited to the original order; no changes to the product, design, colour, size, quantity, address or other order details are permitted.
RETURNS, EXCHANGES & REFUNDS
Can I return a product if I change my mind?
No. Gelome does not accept returns for change of mind. All products are custom-made to order and cannot be restocked or resold. Returns are only accepted in cases of confirmed defects or fulfilment errors.
I ordered the wrong size. Can I exchange it?
No. Gelome does not accept size exchanges under any circumstances. Since every product is printed on demand specifically for your order, we are unable to process exchanges for sizing errors made at the time of ordering. Please refer to the size chart carefully on each product page before placing your order.
My product arrived damaged or defective. What do I do?
Submit the Report a Defect form on gelome.com with your Order ID, the evidence requested for the particular issue, and a brief description. Report physical transit damage within 24 hours of delivery and other eligible defects or fulfilment errors within 3 days of delivery.
• Physical transit damage upon delivery — report within 24 hours of delivery
• Print quality defects (misalignment, fading, colour deviation) — report within 3 days of delivery
Claims raised after the applicable deadline may not be accepted.
I received the wrong product. What should I do?
Submit the Report a Defect form on gelome.com within 3 days of delivery with your Order ID and the requested photographs/evidence. If the claim is verified, Gelome will provide the applicable full refund without requiring the product to be returned.
How long does a refund take?
Once approved, refunds are normally processed within 5–7 business days and may take a further 5–7 business days to reflect in your account depending on your bank or payment method. Eligible verified defect, damage, incorrect-fulfilment and lost-in-transit refunds include applicable payment-gateway charges.
PRODUCTS
Why does my product look slightly different from the website image?
All product images are a combination of photography and digital mockups. Minor variations in colour tone, print saturation, and texture are inherent to print-on-demand production and are not considered defects. For details, please read our Product Disclaimer page.
How should I wash my printed apparel?
Turn the garment inside out before washing. Use cold water on a gentle cycle. Avoid bleach, tumble drying, and ironing directly on the print. Following care instructions extends the life of your print significantly.
Product-Specific Size Information
Size and fit information is provided on each relevant product page. Please use the size chart displayed for the specific product before ordering.
STILL HAVE A QUESTION?
We're here to help. Reach us at:
Email: gelomeopscs@gelome.com
Working Hours: 10 AM – 7 PM, Monday to Friday (business days)
Please include your Order ID in all order-related queries.