FAQ

GORILLA ISLAND: QUESTIONS? ANSWERED!


AUTHENTICITY

Are your items authentic?
Yes!! 100%. No almost, no maybes, no “looks real enough.”
 Every piece goes through a full authentication check, including:

  • Certilogo (when available)
  • Label & stitching inspection
  • Fabric and dye references
  • ART number decoding
  • Colour code checks (V0020, V0045, etc.)
  • Season codes
  • Known Stone Island & C.P. Company identifiers 
  • Checked or backed by collector knowledge and references.

If it’s on Gorilla Island, it’s the real deal.

How can I contact you?
The easy ways:
 📧 Email: info@gorilla-island.com
 💬 WhatsApp: Tap the chat button on our website

We respond quickly, gorillas don’t ghost.


ORDERS & SHIPPING

HOW LONG DOES SHIPPING TAKE?
Netherlands: 1–3 business days
Belgium and Germany: 2–6 business days
Rest of EU: 3–8 business days
United Kingdom: 4–9 business days
All orders include tracking.

WHEN WILL MY ORDER BE SHIPPED?
Orders before 12:00 (noon): shipped the same business day
Orders after 12:00: shipped the next business day
Weekend and holiday orders: shipped the next business day

DO YOU SHIP INTERNATIONALLY?
Yes, throughout the EU and the UK and worldwide shipping.

CAN I CHANGE MY ADDRESS BEFORE SHIPMENT?
Yes, as long as the parcel has not shipped yet. contact us as soon as possible. after shipment, the address cannot be changed.

MY TRACKING ISN’T UPDATING, WHAT NOW?
Carriers sometimes take 24–48 hours to update scans. if nothing moves after that, message us and we will check it.

MY PARCEL IS DELAYED OR STUCK, WHAT NOW?
Send us your order number and tracking link. we will contact the carrier and help resolve it.

 

 

CAN I CHANGE MY ADDRESS BEFORE SHIPMENT

Yes! As long as the parcel hasn’t shipped yet.
Just contact us quickly.
After shipment, the address is locked in.

MY TRACKING ISN'T UPDATING WHAT NOW?

Carriers sometimes take 24-48 hours to update scans.
If nothing moves after that, send us a message we’ll check it out for you.

MY PARCEL IS DELAYED OR STUCK?

Send us your:

  • order number
  • tracking link

We’ll contact the carrier and help resolve it.

RETURNS

CAN I RETURN MY ORDER?

Yes. You can return your order by notifying us within 14 days of delivery. After notifying us, you have 14 days to send the item back.

Your item must be returned in original condition:
• unworn, unwashed, undamaged
• odour free
• no marks, stains, wear, washing, or stretching
• all accessories included (buttons, badges, extras)
• all brand tags attached
• Gorilla Island security tag intact and attached
• original packaging used where possible

Items showing wear, washing, damage, strong odours, missing tags, missing accessories, or a broken security tag may be refused or refunded with a deduction.


HOW DO I START A RETURN?

Email info@gorilla-island.com within 14 days of delivery with:
• your order number
• the item(s) you want to return
• optional: the reason (not required)
• optional: photos of the item and intact security tag (speeds up processing)

We will reply with the return address and instructions. Contacting us first avoids delays.

 

DO YOU OFFER RETURN LABELS?

No. Return shipping is arranged by the customer.
Tracked shipping only. Keep your proof of shipment and tracking

 


REFUNDS

After we are informed of your withdrawal, we refund within 14 days. We may wait until we receive the item back or you provide proof of shipment, whichever comes first.

 

DO YOU REFUND SHIPPING COSTS

If you return the full order, we refund the delivery fee you paid at checkout for the standard delivery option. Express or upgraded delivery fees are not refunded.

If you return only part of your order, we refund only the returned item(s). The original delivery fee is not refunded.


CAN A REFUND BE PARTIAL?

Yes. If the item is returned with signs of use beyond normal try on, missing accessories, odours, damage, missing tags, or a broken security tag, a deduction may apply or the return may be refused.


I RECIEVED A DAMAGED OR INCORRECT ITEM, WHAT NOW?

Message us within 48 hours with photos. We will fix it immediately: replacement or refund.

 

EXCHANGES

Can I exchange an item?
YES! As long as the alternative piece is still in stock.
Contact us before sending anything back.


PAYMENTS

Which payment methods do you accept?

Cards

Visa · Mastercard · American Express · Cartes Bancaires

Local / Bank Payments

iDEAL · Bancontact · KBC/CBC · Belfius · Giropay · eps · Przelewy24
SEPA · Bancomat · Multibanco · MB Way · Payconiq · Satispay · Trustly
Blik · Alma · Riverty

Buy Now, Pay Later

  • Klarna (depending on country)
  • Alma
  • Riverty

Digital Wallets

  • Apple Pay
  • Google Pay

My payment failed — what should I do?

Check if you received a confirmation email.

If not:

  • retry payment
  • try Apple/Google Pay
  • check 3D Secure
  • try another card

Still stuck? We’re here to help.


I CHOSE THE WRONG PAYMENT CAN I CHANGE IT?

Not after the order is placed.
You can cancel (before shipping) and reorder with the correct method.


MONEY WAS CHARGED BUT NO CONFIRMATION RECEIVED?

If no confirmation email arrives within 10 minutes:

  • check your spam
  • contact us

Banks sometimes reserve amounts even if an order fails.


CAN I USE KLARNA?

YES!  in supported countries and depending on eligibility.

 

I THINK I PAID TWICE WHAT NOW?

Send us proof of payment.
If a duplicate payment happened, we’ll refund it right away.


PLATFORM PURCHASES

I bought on Vinted / Instagram / TikToke etc. can I return here?
No..!
Those orders follow the rules of the platform you purchased from.
Webshop return policy applies only to gorilla-island.com.


CONTACT

For anything you need:
 📧 info@gorilla-island.com
 💬 WhatsApp

Always happy to help —welcome to the Island. 🦍🏝️