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:
- Certilogo, when available
- label and stitching inspection
- fabric and dye references
- ART number decoding
- colour code checks (V0020, V0045, and so on)
- season codes
- known Stone Island and C.P. Company identifiers
- collector knowledge and reference material
If it is on Gorilla Island, it is the real deal.
ORDERS & SHIPPING
HOW LONG DOES SHIPPING TAKE?
Netherlands: 1 to 3 business days. Belgium and Germany: 2 to 4 business days. Rest of the EU: 3 to 8 business days. United Kingdom: 3 to 5 business days. Selected worldwide destinations: 5 to 12 business days. All orders include tracking.
DO YOU OFFER FREE SHIPPING?
Yes. Netherlands: free from 150 euro. Belgium, Germany, the rest of the EU and the United Kingdom: free from 200 euro.
WHEN WILL MY ORDER BE SHIPPED?
Orders placed before 15:00 CET ship the same business day. Orders placed after 15:00, or on weekends and Dutch public holidays, ship the next business day.
DO YOU SHIP INTERNATIONALLY?
Yes. Throughout the EU and the UK, plus selected countries worldwide. See our Shipping Policy.
CAN I CHANGE MY ADDRESS BEFORE SHIPMENT?
Yes, as long as the parcel has not shipped. Contact us as soon as possible. After shipment the address is locked in.
MY TRACKING IS NOT UPDATING, WHAT NOW?
Carriers sometimes take 24 to 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.
RETURNS
CAN I RETURN MY ORDER?
Yes. Register your return within 14 days of delivery, then send the item back within 14 days of registering. No reason needed. Full details on our Returns page.
HOW DO I START A RETURN?
Email info@gorilla-island.com with the subject Return request. Include your order number, the item you are returning, and the country you are returning from. We reply within one business day with the return address.
DO YOU OFFER RETURN LABELS?
No. You arrange and pay the return shipping yourself. Use a tracked service and keep your proof of shipment. The exception is a damaged or incorrect item, where we cover the return.
WHAT CONDITION DOES THE ITEM NEED TO BE IN?
The condition you received it in: unworn beyond trying on, unwashed, odour free, with all brand tags, accessories and the Gorilla Island security tag attached. Trying it on indoors is always fine and never costs you anything.
CAN A REFUND BE PARTIAL?
Yes, if the item comes back with wear, washing, damage, odours, missing tags or accessories, or a removed security tag. That lowers its resale value and we deduct an amount reflecting the loss. We always show you photos and explain the deduction first.
CAN I EXCHANGE AN ITEM?
Usually not. Almost everything we sell exists once in that size and colour. Return the piece and place a new order. Message us if you want us to hold something.
REFUNDS
WHEN DO I GET MY MONEY BACK?
Within 14 days of your return registration. We may wait until the item is back with us or until you send proof of shipment, whichever comes first. Refunds go to your original payment method.
DO YOU REFUND SHIPPING COSTS?
If you return your full order, we refund the standard delivery cost you paid at checkout. Express or upgraded delivery is refunded up to the standard rate. If you return only part of your order, the original delivery cost is not refunded. The cost of shipping the item back to us is always yours.
I RECEIVED A DAMAGED OR INCORRECT ITEM, WHAT NOW?
Email photos to info@gorilla-island.com. We cover return shipping and fix it immediately with a refund. This does not limit your statutory rights.
I BOUGHT ON VINTED, INSTAGRAM OR TIKTOK. CAN I RETURN IT HERE?
No. Those orders follow the rules of the platform you bought from. This policy covers gorilla-island.com only.
PAYMENTS
WHICH PAYMENT METHODS DO YOU ACCEPT?
Cards: Visa, Mastercard, American Express, Cartes Bancaires.
Local and 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 whether you received a confirmation email. If not: retry the payment, try Apple Pay or Google Pay, check 3D Secure, or try another card. Still stuck? Message us.
I CHOSE THE WRONG PAYMENT METHOD, 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 I RECEIVED NO CONFIRMATION
If no confirmation email arrives within 10 minutes, check your spam folder and then contact us. Banks sometimes reserve amounts even when an order fails.
I THINK I PAID TWICE, WHAT NOW?
Send us proof of payment. If a duplicate payment happened, we refund it right away.
CONTACT
Email: info@gorilla-island.com
WhatsApp: +31 6 82987293
We respond within 24 to 48 hours on business days. Welcome to the Island.