This article will walk you through solutions for common issues you might experience with your Gelato account, including order cancellations, returns, login problems, and currency settings.
Troubleshooting Orders
Let's clarify some important information regarding Gelato's order cancellation and return policies:
Once an order has been produced and shipped, it cannot be returned or canceled.
As a Gelato store owner, you have the flexibility to define your own return policy for your customers, as they interact directly with your store, not Gelato.
You can cancel or modify orders, but only before production begins. Keep in mind that production typically starts quickly to ensure timely delivery.
If you encounter any quality issues with your order, please contact us within 30 days of receipt so we can work together to find a resolution.
Troubleshooting Login
Facing login issues? Don't worry! These tips can help you regain access to your Gelato account:
If you're stuck on the initial questions or find yourself re-logging repeatedly:
Make sure you're using the correct login portal, which is the Gelato Dashboard.
Try logging out of your account completely and then logging back in. This simple step can often resolve minor glitches.
Try using a different browser or an incognito/private browsing session to see if the issue is browser-specific.
Clear your browser's cache and cookies to remove any stored data that might be causing conflicts.
Double-check that you are using the correct email address and password. To verify the correct email address, check which email receives Gelato updates.
If you're unable to sign in:
Start by closing all open browser tabs to avoid any interference.
Open a new incognito/private browsing window to ensure a clean slate.
Log into your Gmail account.
Visit the Gelato Dashboard and click "Continue with Google." This method can often bypass issues caused by cached data or session conflicts.
Changing Currency Settings
Need to change the currency display to your currency of choice? You can do this in two easy ways:
From Settings:
Click on your initials in the top right corner of the screen.
Select "Settings" from the dropdown menu.
Go to "Language and Currency."
Choose US Dollars as your desired currency.
Using the Dropdown Menu on Product Pages:
Locate the dropdown menu in the top right corner of the product pages.
Click the menu and select "Display Currency."
Choose US Dollars from the list.
Important Notes:
You can only change the analytics currency when using the Gelato App. The desktop version defaults to EUR.
Templates default to EUR because they are independent of store settings. This is not an error but a feature to help you review pricing accurately.