Shipping policy
SHIPPING POLICY
Last updated: 27 August 2026
This Shipping Policy applies to orders placed on mygellies.com with:
Gellies SRL
Chaussée de Neufchâteau 35
6640 Vaux-sur-Sûre
Belgium
Enterprise number: 1025.992.853
VAT number: BE1025.992.853
Email: contact@mygellies.com
It supplements Gellies’ General Terms and Conditions of Sale and Return and Refund Policy.
1. Delivery areas
Gellies delivers to the countries and territories offered to the Customer during checkout. Areas served may change. Product availability on the Site does not necessarily mean that it can be shipped to every destination.
Any delivery restrictions are shown before order confirmation. Gellies may refuse an order where regulation, logistics, physical impossibility or another legitimate circumstance prevents delivery to the selected destination. Amounts already paid for an order Gellies cannot perform are refunded in accordance with applicable law.
2. Delivery address
The Customer is solely responsible for the accuracy and completeness of information provided at ordering, including name, street, building number, apartment or box number, postcode, municipality, country and additional delivery information.
Where relevant, the Customer must ensure their name is correctly shown on the mailbox, intercom or other device that allows the carrier to identify the recipient.
Gellies is not responsible for a delivery failure, delay or return directly attributable to an incorrect, incomplete or outdated address supplied by the Customer. The Customer should therefore check the address carefully before confirming.
3. Changing the address after ordering
Any address-change request should be sent as soon as possible to contact@mygellies.com. Gellies will reasonably try to apply a change sent before logistics processing.
However, because preparation is automated and rapid, Gellies does not guarantee that an address can still be changed once the order has been sent to the logistics system or carrier. If a change is no longer technically possible, the Customer remains responsible for the original information to the extent permitted by law.
4. Order preparation
Orders are prepared as quickly as possible. A statement such as “Shipped within 48 hours” refers to the usual time for preparing and handing the order to the delivery network, unless expressly stated otherwise.
It is not, unless expressly guaranteed, a promise that the Customer will physically receive the order within 48 hours. Preparation time is separate from transit time. Weekends, public holidays, peak periods, promotions and technical or logistics incidents may affect usual processing time. Mandatory consumer rights concerning delivery times remain applicable.
5. Delivery times
Times shown on the Site, at checkout or in a carrier communication reflect information available at the relevant time. Unless a firm delivery date is expressly agreed, carrier transit estimates are indicative.
They may vary depending on destination country, chosen method, carrier activity, weekends and public holidays, weather, industrial action, logistics disruption or exceptional circumstances outside Gellies’ reasonable control.
Where law provides a maximum delivery period or special remedies for delay, those rules remain fully applicable.
6. A delay alone does not automatically give a right to a refund
Subject to mandatory consumer rights, a transport delay does not automatically give a right to compensation, immediate refund, price reduction or commercial gesture.
When the agreed or statutory period is exceeded, the Customer’s rights are exercised under applicable law. Where the law requires an additional period before termination, the Customer must follow that procedure. This does not apply where mandatory law permits immediate termination, including where delivery by a specific date was an essential contractual condition.
7. Delivery methods
Available methods are shown at checkout and may vary with country, address, order weight, product quantity, order value and logistics-partner options.
Gellies may use postal services, parcel services, home delivery, mailbox delivery, collection points, lockers or other logistics solutions.
The method actually available and its price are shown before order confirmation.
8. Choice of delivery method
When several methods are offered at checkout, the Customer chooses one. The choice may affect delivery price, estimated time, tracking availability, handover location and receipt arrangements.
The Customer should read the chosen method’s characteristics before confirming. Selecting a method offered by Gellies does not by itself make the carrier an independent carrier appointed exclusively by the Customer where the law provides otherwise.
9. Postal shipment without tracking
Some orders, especially light shipments, may be sent as postal mail or a letter without an individual tracking number when offered.
The Customer expressly acknowledges that there may be no tracking number, visible intermediate scans, real-time location, detailed tracking page or signature at delivery.
The absence of a tracking number, scan or electronic update is not, by itself, proof of loss or non-delivery. The Customer who voluntarily chooses this method accepts its technical characteristics and mandatory risk-transfer rules remain applicable.
10. Mailbox delivery
When the product size and selected service permit, an order may be delivered directly into the mailbox at the address provided. No physical presence or signature is required where the selected method does not require it.
The Customer must have a mailbox that is accessible, correctly identified, sufficiently secure and suitable for ordinary mail or small parcels.
When the shipment has been placed in the Customer’s mailbox and under their control in accordance with applicable rules, delivery may be considered completed. Gellies is not responsible for disappearance, theft, damage or an event occurring after the legal transfer of risk to the Customer.
11. Collection point or locker delivery
When offered, the Customer may select a collection point or locker and is responsible for selecting the correct location, checking carrier communications, collecting the order within the applicable period and meeting identification requirements.
If the Customer does not collect the parcel in time and it is returned to Gellies, this may be treated as a Customer-attributable delivery failure to the extent permitted by law. Reasonable reshipping costs may then be charged.
12. Instructions given directly to the carrier
After shipment, some carriers allow the Customer to change delivery arrangements, for example delivery to a neighbour, another collection point or address, a safe place, a specified location or a rescheduled date.
When the Customer gives such an instruction directly to the carrier without Gellies’ involvement, the consequences directly linked to that instruction are attributable to the Customer to the extent permitted by law.
Where the product is handed to a third party or placed at a location expressly designated by the Customer under applicable law, that handover may constitute delivery.
13. Customer absence
When the delivery method requires the Customer’s presence or action, the Customer must take reasonable steps to receive the order.
Gellies is not responsible for delay or failure directly caused by repeated absence, unjustified refusal, failure to collect, no access to the building, incorrect intercom information or another Customer-attributable circumstance.
14. Incorrect, incomplete or unidentifiable address
When the carrier cannot deliver because of incorrect or incomplete Customer information, Gellies may, to the extent permitted by law, charge reasonable actually incurred costs.
If the shipment returns and the Customer wants it resent, new shipping costs may be charged to the Customer, including where the street number, box number, postcode or recipient name is incorrect, the address does not exist, the parcel was not collected or delivery failed for a Customer-attributable reason.
15. Parcel returned to sender
When an order returns to Gellies without delivery, Gellies may investigate the reason before reshipping.
If the return is due to a Customer-attributable circumstance, reasonable reshipping costs may be charged. If it is due to a Gellies error or an incident for which Gellies is legally responsible, Gellies takes the measures required by law.
16. Transfer of risk
For consumer orders, risk transfers in accordance with mandatory rules. When Gellies arranges or offers transport, the risk of loss or damage generally transfers when the Customer or a designated third party other than the carrier physically takes possession of the product.
If the Customer independently appoints a carrier not offered by Gellies, risk may transfer on handover to that carrier under applicable law. Selecting a Gellies checkout method is not alone appointing an independent carrier.
17. After risk transfer
After risk legally transfers to the Customer, Gellies is not responsible for a later event not attributable to it, including theft after delivery, disappearance after handover, damage after receipt, poor storage, heat or humidity after delivery, a third party’s intervention or loss after collection from a point.
18. Parcel marked delivered but not found
If a carrier marks a parcel delivered but the Customer cannot find it, the Customer must contact Gellies at contact@mygellies.com.
Gellies may ask the Customer to check the mailbox and surroundings, ask household members or a neighbour, check drop-off places, a collection point or locker, confirm the address and provide a non-receipt statement where necessary.
Gellies may request further information from the carrier. A “delivered” indication does not automatically prevent a dispute, but may be considered when assessing the claim.
19. Delivery evidence
In a delivery dispute, evidence may include carrier data, delivery scans, a signature, delivery photograph, legally available GPS coordinates, collection records, a collection code, carrier communications, Customer information and any other relevant probative material.
These elements are assessed under the applicable rules of evidence.
20. Lost parcel
When an order has not been delivered and loss is suspected, Gellies may open an investigation with the carrier where possible or necessary. The Customer must reasonably cooperate and Gellies may request written confirmation or a non-receipt statement.
When a loss for which Gellies is legally responsible is established or must be borne by Gellies, it applies the remedies provided by law. The Customer may not cumulatively claim several compensations for the same order.
21. Damaged product or parcel
If a parcel is visibly damaged or a product is damaged at delivery, the Customer should contact Gellies as quickly as possible at contact@mygellies.com.
For assessment, the Customer should keep the product, pouch, shipping packaging, carrier label and useful photographs. A pouch whose integrity appears compromised must not be given to the animal.
Gellies may request further photographs or information reasonably needed to assess the issue and pursue the carrier. Prompt notice helps investigate but does not reduce mandatory consumer rights.
22. Claim against the carrier
The Customer may be asked for information enabling Gellies or the carrier to investigate. Where Gellies remains legally responsible to the Customer, Gellies’ recourse against the carrier is a separate relationship.
An incident physically caused by the carrier therefore does not deprive the consumer of legal rights against Gellies. Gellies may pursue any appropriate remedy against the responsible logistics provider.
23. Reshipment
When Gellies decides on reshipment for legal or commercial reasons, it may use a delivery method reasonably equivalent to the original. A commercial reshipment is not a general admission of liability.
Gellies may make reshipment conditional on completing an investigation where reasonable and where this does not affect mandatory Customer rights.
24. Free delivery
When free delivery is available, the conditions are those shown at ordering. On the date of this Policy, certain orders may qualify from the number of products stated on the Site.
The offer may change for future orders. If standard delivery is free but the Customer voluntarily chooses a more expensive method, the supplement may remain payable.
25. Recurring orders and subscriptions
These delivery rules also apply to orders generated under a subscription. The Customer must keep the delivery address, delivery point, country, name, box number and other necessary information up to date.
Changes must be made in the customer area at account.mygellies.com or requested from contact@mygellies.com sufficiently early before order generation and processing.
To prevent or change a recurring order, the deadlines in the General Terms and Conditions of Sale and Return and Refund Policy apply. A change after generation or logistics transmission may no longer be possible.
26. Address change for a subscription
A Customer who moves or wants the next renewal delivered elsewhere must update the subscription before the next order is processed.
Gellies is not responsible for delivery to an old address that the Customer failed to update. If this causes a return or reshipment, reasonable related costs may be charged.
27. Availability of delivery methods
Gellies does not guarantee that a particular delivery method will remain available indefinitely. A carrier, postal service, collection point or delivery type may be added, replaced or removed for future orders.
For a subscription, if a previously used method becomes unavailable, Gellies may propose or apply a reasonably equivalent method where this does not substantially disadvantage the Customer. If a change involves additional cost or a substantial modification, the Customer is informed under the applicable rules.
28. Exceptional circumstances
Delivery may be affected by events outside Gellies’ or its providers’ reasonable control, including exceptional weather, natural disasters, fires, major network outages, industrial action, conflicts, administrative measures, major transport disruption, exceptional closures or similar events.
Gellies takes reasonable measures to limit the consequences. Mandatory consumer rights remain applicable.
29. Professional orders
When the Customer acts professionally, mandatory rules reserved exclusively for consumers do not apply. Separate delivery conditions may be agreed with professionals who have a B2B account or relationship.
Veterinarians, pharmacies, distributors and other professional partners should contact partners@mygellies.com.
30. Fees, taxes and special formalities
Applicable delivery costs are shown before order confirmation. Where delivery fees, import taxes, customs duties or special formalities may apply to a destination and are not included in the amount paid to Gellies, they are handled under applicable law and the information given before ordering.
No extra cost may be imposed on a consumer where the law required it to be disclosed before the contract and it was not.
31. No automatic compensation
Subject to mandatory rules, a delivery incident does not automatically entitle the Customer to a fixed payment, damages, voucher, discount, free product or other commercial gesture.
Where a legal obligation to refund, replace or compensate exists, it is respected. Any gesture beyond legal obligations is at Gellies’ discretion and creates no precedent.
32. Abuse of delivery procedures
Gellies may conduct reasonable checks where repeated claims or objective circumstances suggest fraud, false non-receipt statements, manipulation of delivery procedures, abusive use of refunds or reshipments or falsified evidence.
Gellies may retain and provide payment providers, carriers or competent authorities with information necessary to defend its rights, respecting applicable law. This does not affect the Customer’s right to report a genuine delivery failure in good faith.
33. Changes to the Shipping Policy
Gellies may change this Policy for future orders to reflect changes in delivery methods, a new carrier, regulatory developments or logistics organisation.
The Policy applicable to an order is the version in force and brought to the Customer’s attention when the relevant contract is concluded.
34. Contact
For questions or claims about shipping or delivery: contact@mygellies.com
Postal address:
Gellies SRL
Chaussée de Neufchâteau 35
6640 Vaux-sur-Sûre
Belgium