Customer Service

Section 1 – Lost or stolen order policy

We strongly recommend you ensure you are available to sign receipt of your online order, or we will need to leave your order at your door. Kelato can request POD from our freight carrier to confirm parcel delivery, however we are not responsible for your orders being stolen from your door should you not be available to sign receipt of your order.  Please ensure you provide an appropriate delivery address during business hours such as your work address to help reduce your liability.


Section 2 – Dispute resolution and customer complaints policy

Kelato aims to deliver an excellent online shopping experience and we are keen to receive feedback from you to help improve our service to you. To make an official complaint, or to provide us with feedback to assist us in enhancing your online shopping experience, simply email