If you’ve received a damaged order, don’t worry — there’s a clear process to follow to get the issue resolved.
How to report a damaged product through the Dashboard
You can report issues directly using the Report Issue feature on the order page. Here’s how to do it:
Go to your Dashboard and locate the order in question.
Click Report Issue.
Under Select error category, choose Order related.
Under Select error reason, pick Quality issues, then select Damaged product.
Add the Print Job ID, describe the issue, and upload any relevant photos.
Click Send to submit the report.
What to do if the order was not shipped by Gelato
If the order was placed through a procurement flow and Gelato is not the sender, please reach out directly to your supplier. Gelato cannot submit claims for shipments we don’t handle.
Who should file the shipping claim?
For printed orders, the responsibility for submitting the claim depends on who arranged the shipment:
If you are using shipping methods provided by Gelato integration, please reach out to us, and we will raise a claim with the shipping provider
if you are using your own shipping provider accounts, please reach out directly to your shipping provider
Check the specific carrier instructions below:
DHL damaged shipment process
If your shipment was delivered by DHL and arrives damaged:
Visit the nearest post office within 7 days of delivery.
Bring the damaged product and original packaging for inspection.
Ask the post office to complete a damage report (you can also do this online).
You’ll receive a copy of the report for your records.
Please send the following to our support team:
The tracking number
A copy of the sales invoice
A copy of the damage report
The DHL claim review process may take up to 4 weeks. We’ll keep you informed once we receive their response.
Royal Mail damaged shipment process
If your package was shipped via Royal Mail, please prepare the following documents:
Invoice for the damaged shipment
Photos of the damaged item and original packaging
The shipping method used
The tracking number
Royal Mail typically takes up to 30 working days to process domestic claims and up to 90 days for international shipments.
We’ll notify you once Royal Mail has reviewed your claim.