Report a defect form

Defect & Claim Reporting

Every Gelome product is custom-printed on demand. Please review our strict evidence requirements before initiating a claim.

Please submit the Report a Defect form via the link below. Claims for physical transit damage, holes, or tampered packaging must be submitted within 24 hours of delivery. All other eligible defects or fulfilment errors must be reported within 3 days of delivery. If you cannot access the form, email gelomeopscs@gelome.com with your Order ID and the required evidence.

Important Evidence Requirements:

1. Mandatory Baseline for ALL Claims: To process any refund or replacement, the following evidence is strictly required for all claims:

  • Your Order ID.
  • Images of the product in full view.
  • An image of the UID Label / Barcode Sticker attached to the product packaging.
  • Images or videos clearly showing the defect.

2. Specific Evidence Based on Issue:

  • Physical Damage, Holes, Missing Items, or Tampered Packaging: A continuous, unedited unboxing video is strictly mandatory. (Note: If outer packaging appears tampered with, please reject the delivery. If accepted, an unboxing video is required to process your claim). Photos of the outer courier packaging are also required.
  • Print Misalignment: Photographs showing the print misalignment being measured with a measuring tape.
  • Size-Related Manufacturing Issue: We do not accept exchanges for ordering the incorrect size. However, if the garment received does not match our published size chart, you must upload photos of the product laid flat and being measured with a measuring tape.
  • Wrong Item / Product Delivered: Photographs of the incorrect product received alongside the shipping label.

Claim Resolution & Refunds: If your claim is verified, Gelome will provide a full refund of the amount paid for the affected order (including applicable payment gateway charges). Gelome does not arrange reverse pickups for verified defective or incorrectly fulfilled products. You may retain the product, donate it, or recycle/dispose of it responsibly. Claims submitted after the applicable reporting period will not be accepted.

To report a defect please please CLICK HERE