Shipping policy

Order Processing & Dispatch

All orders placed on Gelome are fulfilled by our print-on-demand production partner and are custom-manufactured after your order is confirmed. Please note:

• Orders are processed and dispatched within 2–4 business days from order confirmation and successful payment.

• Orders placed on Saturday, Sunday, or on public holidays will begin processing on the next working day.

• You will receive a dispatch confirmation email with a tracking link once your order has shipped.

⚠ Because every product is made-to-order, orders enter production immediately upon confirmation. Please review your size, design, and delivery details carefully before placing your order.

Estimated Delivery Timelines

Domestic (India)

• Standard delivery: 2–5 business days after dispatch.

• Total estimated time from order to delivery: 5–9 business days under normal conditions.

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.

⚠ Orders not attempted for delivery due to natural calamities are not eligible for a freight or shipping charge refund. This is a policy of our fulfilment partner.

⚠ All orders are dispatched from our supplier's fulfilment centre in Chennai, Tamil Nadu. Delivery timelines may vary based on your distance from the dispatch location.

Outside Delivery Area (ODA)

Certain remote pin codes are classified as Outside Delivery Area (ODA) by our courier partners. If your pin code falls under ODA, additional shipping charges may apply. Where applicable, you will be informed before the order is confirmed. For some ODA locations, the courier may require the customer to self-collect the package from the nearest courier hub. If the customer is unable or refuses to collect, the shipment will be returned to origin (RTO) and standard RTO terms will apply.

⚠ Hub Collection Time Limit: Our courier partner will hold the shipment at the hub for 48 hours only from the time the order is marked as ODA. You will receive an email with the hub address and contact details. Please collect the package within this 48-hour window — after which the order will be marked as Return to Origin (RTO) and standard RTO terms will apply.

Courier Partners

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 currently ships within India only. International orders are not accepted at this time.

India Post: Where an order is routed through India Post, the shipment cannot be tracked through Gelome’s standard courier-tracking workflow. Gelome cannot guarantee real-time tracking visibility or a particular delivery date for such shipments.

⚠ Cash on Delivery (COD) is currently not available on gelome.com — all orders are placed as prepaid. India Post orders do not support cash payments. For queries on your courier assignment, contact us at gelomeopscs@gelome.com before placing your order.

Payment Method

We accept UPI, credit/debit cards, net banking, and digital wallets via our payment gateway partner. Cash on Delivery (COD) is currently not available on gelome.com.

Prepaid orders are processed and dispatched faster, with no delivery-time payment collection delays.

⚠ Unserviceable Pin Code After Dispatch: If a courier marks a pin code as unserviceable after your order has already been dispatched, the order will be returned to origin (RTO). Printrove's published policy states that no refund will be processed for such an RTO. Gelome may offer re-shipping to an alternate serviceable address, subject to applicable re-shipping charges. Any applicable payment gateway charges remain non-refundable.

Lost in Transit

In the rare event that your package is confirmed lost in transit by Printrove/the logistics partner, Gelome will process a full refund of the amount paid for the affected order, including applicable payment-gateway charges, after receiving the required confirmation. If tracking has not updated and the order has passed its estimated delivery date, please contact us promptly and, in any event, within 5 days of the estimated delivery date. An official 'Lost' confirmation from Printrove/the logistics partner is required before the refund can be processed.

⚠ Once official confirmation is received from our fulfilment partner, refund processing on their end can take up to 7–9 business days. Gelome will process your refund within 5 business days of receiving this confirmation, whichever is sooner for you.

⚠ Tampered or Damaged Packaging: If the outer courier packaging appears visibly tampered with, torn, or damaged upon arrival, please reject the delivery, or request that the courier note negative remarks on the Proof of Delivery (POD) at the time of acceptance. Gelome requires you to report physical transit damage within 24 hours. Inform us immediately at gelomeopscs@gelome.com with your Order ID. If you accept a tampered package, a continuous, unedited unboxing video is mandatory for any subsequent damage claim.

Delayed Delivery

If your order appears materially delayed beyond the estimated delivery timeline shown by the courier or order tracking, please contact Gelome with your Order ID. Gelome will review the available tracking information and try to assist with an appropriate escalation through Printrove and/or the logistics partner, subject to the supplier and courier rules applicable to the shipment.

We will review the available tracking information and, where appropriate, raise or assist with an escalation through Printrove and/or the logistics partner. Any resolution will be subject to the applicable supplier and courier partners.

Shipment Tracking

A tracking number and courier partner name will be shared with you via email once your order is dispatched. You can use this to track your order directly on the courier's website. If you have not received tracking details within 5 business days of your order confirmation, please write to us at:

gelomeopscs@gelome.com

Non-Delivery Report (NDR) — What Happens If Delivery Fails

A Non-Delivery Report (NDR) is generated by our courier partner when a delivery attempt is unsuccessful. This can happen due to reasons such as the customer being unavailable, an unlocatable address, or access issues.

When an NDR is raised, the following process applies:

Courier Notification: You will receive an SMS and/or email from the courier partner informing you of the failed delivery attempt and the reason. Please check your registered mobile number and email for these communications.
Re-Attempt Request: The courier may offer a re-attempt link via SMS, email, or WhatsApp. In some cases an automated IVR call may also be made to your registered mobile number. You must respond promptly — typically within 24 hours — to schedule a new delivery slot, confirm your address, or update contact details.

⚠ Delivery Attempts: Our courier partners make delivery attempts directly at your doorstep without a prior call in most cases. If a call is made, it will come from the executive's personal number and will not appear on the tracking link. An undelivered status on your tracking is confirmed by the courier partner and cannot be disputed solely on the basis that no call was received. To ensure successful delivery, make sure your address is complete and your premises are accessible during business hours.

Multiple Attempts: Depending on the courier partner, up to 3 delivery attempts may be made. The number of attempts varies by courier and is outside Gelome's control.
RTO Trigger: If no action is taken on the NDR, or if all delivery attempts fail, the order will be marked as Return to Origin (RTO) and returned to the supplier's warehouse. Standard RTO terms will then apply.

⚠ Responding promptly to courier NDR notifications is critical. Ignoring these messages will result in your order being returned and you will need to bear re-shipping costs to receive it again. Gelome is unable to intervene in the courier's delivery process once an NDR has been raised.

Order Not Received Despite 'Delivered' Status

If your tracking status shows 'Delivered' but you have not received the package, please follow these steps:

Check First

Verify with family members, neighbours, flatmates, or your building's security/mailroom before raising a complaint.

Report Immediately

You must report the issue to us within 24 hours of the delivery notification at gelomeopscs@gelome.com. Please include your Order ID and Mobile Number in the subject line.

Important Terms

• Investigation Period: Once reported, we will escalate a "Package Not Received" (PNR) claim to our courier partner. These investigations typically take 7–14 business days.

• OTP-Verified Deliveries: If a delivery was completed via a secure OTP (One-Time Password) shared by the recipient, the courier considers this a verified delivery. In such cases, investigations and refunds are not possible.

• Hard Deadline: Courier partners strictly reject any "Fake Delivery" claims raised more than 24 hours after the marked delivery time. We cannot initiate investigations after this window has passed.

⚠ Proof of Delivery (POD) Dispute: If you believe the Proof of Delivery does not accurately reflect your delivery experience (for example, an incorrect delivery photo or signature), this must be raised within 24 hours of the delivery being marked complete. Claims raised after this window cannot be investigated.

Delays Beyond Our Control

Incorrect or Incomplete Address

Orders are shipped to the exact address provided at checkout. Gelome is not responsible for non-delivery due to errors, omissions, or undeliverable addresses provided by the customer.

• To update an address: Contact us at gelomeopscs@gelome.com within 2 hours of order placement. Include your Order ID in the subject line.

• Post-Dispatch / Production: Address changes are not guaranteed once an order has been processed for shipping. If Printrove permits an address correction after shipment has started, any applicable courier or fulfilment-partner charge will be communicated before proceeding, where operationally available.

• Address-correction charges: If an address correction is permitted after dispatch has started, any applicable courier or fulfilment-partner charge will be communicated before proceeding, where the correction is operationally available.

• RTO: If the order is returned to origin (RTO) due to an incorrect address provided by the customer, the customer will be liable for re-shipping costs to the corrected address.

Contact Us

For all shipping-related queries:

gelomeopscs@gelome.com

Working Hours: 10 AM – 7 PM, Monday to Friday (business days)