Gelato - production on demand for global creators

simple and easy to set up

simple and easy to set up, love the fact it then transfers everything over to etsy

fast production spot on

So helpful and accurate

So helpful and accurate. Great experience

NO REFUNDS for WRONG and BAD prints, Ignored by customer service

Based on the past three weeks, I cannot recommend Gelato based on my experience. Before offering a new tote bag in my online store, I ordered a sample from Gelato at my own expense to verify the print quality. The sample looked excellent, so I confidently added the product to my store. Shortly afterwards, a customer placed an order for 17 tote bags. Unfortunately, the delivered order looked completely different from the sample. The colors were much duller and less vibrant, the white underbase was missing, making the design appear faded, and even the print position was different. I provided Gelato with comparison photos showing the sample next to one of the delivered tote bags, where these differences were clearly visible. The biggest disappointment, however, has been the customer support. For the past three weeks, I have been trying to resolve this issue while my customer is still waiting for a replacement. My initial claim was accepted, and several support agents contacted me asking for additional information so they could process the replacement for the entire order. I always responded promptly and provided everything they requested. However, after each reply, I never received another response. This happened multiple times. I don't know whether my emails somehow got lost on their side or whether I was simply ignored, but the result is the same: no solution and no replacement for my customer. When I later tried to open a new (now the 4th or 5th) claim because nothing was happening, it was automatically rejected with the message that no visible damage could be identified in my photos. This is completely missing the point. The problem is not physical damage—the problem is that the delivered products do not match the approved sample in terms of print quality. I even replied to that email with additional explanations and comparison photos, but once again, I received no response. As a small business, this situation has been incredibly frustrating. My customer has now been waiting three weeks for a replacement that has still not been shipped, and I may have to refund a large order out of my own pocket because Gelato has failed to resolve the issue. I genuinely hope this review reaches someone at Gelato who can finally help, because at this point I have completely run out of options. My experience has been that once a serious issue occurs, communication simply stops. Inconsistent print quality is disappointing, but being left without any meaningful support for weeks is even worse. Unfortunately, I cannot recommend Gelato based on this experience.

Everything was fine with Gelato for…

Everything was fine with Gelato for over a year since I started using them, but the past month has just been a nightmare. Orders are constantly late, orders not receiving tracking codes yet marked a shipped. I’ve now lost my Star Seller status because of this horrible service. Speaking of which, the customer support is non-existent here. One live-chat with a dumb AI leads to an even more dumb AI live-chat which leads nowhere, and in frustration you ask for a human agent which ends up with them never getting back to you. I’ve now suffered substantial financial and reputational loss. Avoid. Avoid. Avoid.

Great

Great, super easy to use.

Fast and effective

Fast and effective, very happy with their efforts

Excellent customer service

Excellent customer service. Fast and reliable response. Easy to find the customer support contact number.

10/10 mystery box company.

10 out of 10 stars if you’re looking for an expensive mystery box. -1,000,000 stars if you’re looking for a consistent supplier that’s trustworthy and provide provides quality product products so that you can run your business I have nothing good to say about them. Nothing. Do not use them. Do not consider them. In fact, run the opposite direction right now. Do not let any of the decent reviews for you. Do not use this company. They are absolute garbage. I’ve wasted so much time and so much money. If I could give negative stars I would. I’m an artist so I researched who I can make high-quality print with Gelato was the best one from my findings. I also got a few of my art put on clothing. The first three orders I had were great. I was happy with everything. And every order since has either been the wrong order missing half of the order or I’ve received somebody else’s. The quality is very very poor. Imagine this when you use them and you spend all the time making your products testing your products when you go and order them and wait for them to be shipped to you. You’re rolling a dice and that dice includes an infinity amount a possibilities that you could have in that box when you open it Do not use this company they suck and the worst part their customer service nonexistent. I’ve talked to a person one time out of the many times I’ve tried to contact them every other time. I’ve only been able to contact a bot. They do not help. Also, if you have any orders and they do a partial fill because their product is no longer available. They will not tell you what is going to be filled and what isn’t you will find out when it’s in the box or on your receipt when it’s delivered, but what’s in your box may not be what they say. You cannot find out beforehand. I’ve tried if you message customer support you you’ll never see that message again. You’ll never know if customer support is ever going to follow up. There will be no existence of you contacting customer support and don’t get your hopes up because they’re not going to respond. I had better luck with the prince than I did with the clothing. I received one piece of clothing. That was amazing and guess what that was also not what I ordered. I’m glad I got it because it’s my favorite but I’m also glad that it was a test order because it was the wrong product and then when I finally got the right product, it was still incorrect. Like to waste your time and your money and spend all your time getting your business set up only to play. Let’s buy a mystery box when you’re just trying to buy your product. Like they need to start advertising themselves as a mystery box company because that’s what you’re getting when you use Gelato.

Helpful and fast customer support

Krista was really helpful with my query and it wasy resolved very very fast! Thank you :)

If I could rate a zero I would

If I could rate a zero I would! First time using and there were issues! Gave them another chance and a tee was ordered over a week ago which is still showing as in production! Terrible communication, I will stick to Printify going forward, slightly more expensive but their customer service is bob on! Not like this incompetent company!

Not what I pay for

I’ve now had multiple orders arrive damaged because Gelato isn’t packaging posters the way they advertise. Their website states that posters larger than A4 are shipped inside a protective tube, but that simply isn’t happening. Instead, they’ve been sent loose inside a triangular cardboard mailer with no inner tube. As soon as the outer packaging is crushed in transit, the poster is damaged too. This has happened more than once, and I’ve lost sales, had to issue refunds, and had disappointed customers because of it. These aren’t isolated incidents – it’s becoming a pattern. What makes this even more frustrating is that I’ve contacted Gelato about the issue several times and have been ignored. That’s not the level of support I’d expect from a company that claims to support small businesses. If you advertise that you package posters one way, then that’s how they should be packaged. If you’re not doing it, you’re misleading your customers. Whether it’s to cut costs or for another reason, the end result is the same: damaged products and damaged reputations for the businesses that rely on your service. I cannot recommend Gelato in its current form. They need to honour the packaging standards they advertise and take responsibility when they don’t. Update after the below reply: Your response directly contradicts the information currently published on Gelato’s own website. The packaging page clearly states that posters above A4 shipped in the UK are sent in mailing tubes. It specifically lists the UK as using tubes, while triangular packaging is shown as an exception for the US, Canada and Brazil. More importantly, the packaging itself is clearly not fit for purpose. A triangular cardboard mailer provides virtually no protection for a loose poster. The moment that outer packaging is crushed, bent or creased during transit, the poster inside is damaged as well. This is especially concerning when using a courier such as Evri, whose parcels inevitably experience rough handling throughout the delivery network. Posters should be packaged to withstand normal courier handling, not only careful handling. I’ve now had multiple damaged orders, issued refunds, lost sales and disappointed customers because of this. These are not isolated incidents—they’re becoming a pattern. What’s equally worrying is that your own customer service team appears to be giving conflicting information. Kyle, your Head of Customer Service, has continued to refer to posters being shipped in tubes, while you’re now saying Gelato changed its packaging policy. If your Head of Customer Service isn’t aware of such a significant change, that points to a serious communication problem within the company. Sellers rely on Gelato’s published information to make decisions about their business. If your packaging policy has changed, your website should have been updated immediately. If it hasn’t changed, then UK orders should be packaged as advertised. At the moment, the facts are simple: your website says one thing, your packaging does another, and sellers are left dealing with damaged products, refunds and damaged reputations.

Good information about printing colors

No customer support

No customer support, poor packaging, unusable product I ordered a print directly from Gelato. It arrived folded flat instead of being properly rolled in a protective tube, leaving it heavily creased, marked, and completely unusable. I have tried every way to contact their support team, including email, but there has been absolutely no reply at all. There is effectively no way to get hold of anyone when something goes wrong. This level of packaging and total lack of after‑sales care is unacceptable. I would not recommend ordering from them – you cannot trust that your order will arrive properly, and you cannot get help if it doesn’t.

Extremely poor UX and the worst…

Extremely poor UX and the worst customer service you could find. I have been using Gelato for print-on-demand photo book fulfillment for my business, and unfortunately the experience has been deeply frustrating. The most recent issue happened today: I placed a hard-cover photo book order yesterday evening. Gelato printed it this morning, then canceled the order a couple hours later. They refunded the shipping cost but not the product cost, so I am now out of pocket for a book I never received, and my customer is left without their order. This is not a one-off. Looking at my recent order history, there are multiple failed, canceled, and stuck draft orders. The worst example is an order from April that is still "In Transit" to the UK after more than three months, with an issue I reported in April still unresolved. When Gelato works, the print quality is decent, but the reliability is simply not there for a business that depends on consistent fulfillment. The lack of clear communication when orders fail, the partial refunds, and the extreme shipping delays make it very difficult to trust this platform with customer orders. I want this to work, but Gelato needs to fix its order reliability, shipping speed, and communication before I can recommend it to other business owners.

I haven’t tried all of Gelato’s…

I haven’t tried all of Gelato’s products yet, but I’m really happy with the Fine Art prints. There are many services available, everything is very clear and easy to use, which I really appreciate. The delivery is also fast and carefully handled, and I especially like how the products are packaged to make sure they arrive safely. A great experience so far!

Gelato was the best decision for my small business.

I previously used printify and I have to say, Gelato is one million times better! The service is so easy to use, and I love that I can choose shipping per order, and when I submit an order, it prints almost immediately. It doesn't take a week to print, and then ship. If there is an issue with an order, refunds happen almost instantly. I can update all of my prices at once, which is also huge! and I can create multi product listings. Honestly, coming to gelato was the best move I could have ever made for my business.

Excelente servicio de entrada

We Love Gelato

We Love Gelato! It just works. It does everything for you and I have had no problems with anything.

I have worked in e-commerce for 6 years…

I have worked in e-commerce for 6 years now, with multiple shops, about 20 of them. And this was the first time working with Gelato. And i never had such a bad expierence. They informed incorrectly, and then blammed it on me as a store owner.