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Shipping & returns
Where we ship, what it costs, and what to do if something goes wrong. Last updated: 24 October 2026.
1. Base powders and ingredients
GS-BASE, GP-BASE, syrups, SOFTIZ, Top ice and tester packs ship all over Indonesia by courier. Shipping costs are calculated at checkout according to weight and address, and shown before payment. Orders are shipped once payment is confirmed.
For long-distance shipping, for example to Sumatra, choose the sugar-free version of GS-BASE or GP-BASE: the parcel is lighter, and you buy and add the sugar yourself (100 g per 5 L pan for GS-BASE, 344 g for GP-BASE).
2. Ready-to-serve gelato in 5 L pans
5 L gelato pans are only sold and delivered in the following areas. We cannot guarantee the cold chain over long distances.
| Area | Fewer than 15 pans | 15 pans or more |
|---|---|---|
| Yogyakarta City, Sleman Regency | Rp 100.000 | Free |
| Bantul, Kulon Progo, Gunungkidul, Magelang City, Surakarta City (Solo) | Rp 200.000 | Free |
| Pick-up at the factory (Sanggrahan, Caturharjo, Sleman) | Free | Free |
- Minimum order: 4 pans (flavours can be mixed).
- If the delivery address is outside these areas, the pans cannot be ordered: remove them from the cart or choose factory pick-up. Powders in the same cart can still be ordered.
- Delivery is made by the La Gelato team. Please make sure a −22 °C freezer is ready to store the pans on arrival.
3. Factory pick-up
All products can be picked up free of charge at our factory: Sanggrahan, RT.003/RW.023, Medan, Caturharjo, Sleman, DIY 55515. Contact us on WhatsApp +62 823 2949 8433 first to arrange the pick-up time.
4. Damaged, wrong or missing products
Check your order on receipt. If a product is damaged, wrong or missing, contact us on WhatsApp +62 823 2949 8433 as soon as you receive the order, with the order number and photos of the product and its packaging. We look into every report and, if the mistake is ours or the courier’s, offer a replacement or a refund.
For 5 L gelato pans, check the pans on delivery, in front of our team.
5. Returns
As these are food products, products whose packaging has been opened cannot be returned, unless they are defective.