Refund policy

Last updated: 11 August 2026

This policy applies to orders placed directly through gorilla-island.com. It does not limit your statutory rights under EU and Dutch consumer law.

YOUR RIGHT TO RETURN

You have 14 days from the day you receive your order to tell us you want to return it. You do not need to give a reason. After you notify us, you have another 14 days to send the item back.

You may try the item on indoors, exactly as you would in a store. Handling beyond what is needed to establish the nature, characteristics and functioning of the item may lead to a deduction for diminished value.

HOW TO START A RETURN

Email info@gorilla-island.com with your order number and the item you want to return, or use the form on our Returns page.

We reply within one business day with the return address and instructions. You do not need our approval to exercise your right of withdrawal. Registering your return first keeps the process fast and traceable, and lets us match your parcel to your order the moment it arrives.

RETURN SHIPPING

Return shipping is arranged and paid by the customer. We do not currently provide prepaid return labels.

Use a tracked service and keep your proof of shipment. We are not responsible for returns lost or damaged in transit, but we will always help you chase the carrier.

If we sent you a damaged or incorrect item, we cover the return shipping. See below.

CONDITION OF RETURNED ITEMS

Return the item in the condition you received it:

  • unworn beyond trying on, unwashed, undamaged
  • odour free, including smoke and perfume
  • all original accessories included (buttons, badges, extras)
  • all brand tags still attached
  • Gorilla Island security tag intact and attached
  • original packaging used where possible

Every item is photographed and documented before it ships. If an item comes back with wear, washing, damage, odours, missing tags or accessories, or a removed security tag, we may deduct an amount reflecting the loss in value. We explain any deduction with photos before we process your refund.

REFUNDS

We refund within 14 days of receiving your return notification. We may wait until the item is back with us or until you provide proof of shipment, whichever comes first.

We refund to your original payment method. We cannot refund to a different account.

Orders delivered in the EU and the United Kingdom

Your refund includes the price you paid for the item, and the standard delivery cost you paid at checkout if you return your full order.

Not refunded:

  • the cost of an upgraded or express delivery option, above the standard rate
  • original delivery costs, if you return only part of your order

Orders delivered outside the EU and the United Kingdom

You have the same 14 days to return, and your refund covers the price you paid for the item.

Original delivery costs are not refunded, and you arrange and pay the return shipment yourself. Use a tracked service and keep your proof of shipment.

Customs duties and import fees you paid on delivery are not refunded by us. In most countries you can reclaim them from your own customs authority using your proof of return. We will provide any paperwork you need.

ITEMS THAT CANNOT BE RETURNED

The right of withdrawal does not apply to:

  • goods made to your specifications or clearly personalised
  • sealed goods that are not suitable for return for hygiene reasons, once unsealed

Underwear and socks can only be returned unworn, with the hygiene seal or original packaging intact.

DAMAGED OR INCORRECT ITEMS

If something arrives damaged or is not what you ordered, send us photos at info@gorilla-island.com. Contacting us within 48 hours lets us resolve it fastest, and we cover return shipping in these cases. This does not limit your statutory rights, which run longer.

ORDER CANCELLATIONS

You can cancel before your order is dispatched. Once it has shipped, the standard return process applies.

EXCHANGES

Our items are one of a kind, so a direct exchange is usually not possible. Return your item within the return period and place a new order for the piece you want. If you have your eye on something specific, message us and we will hold it where we can.

ORDERS PLACED OUTSIDE GORILLA-ISLAND.COM

This policy covers orders placed through gorilla-island.com. Purchases made through Vinted, Instagram, TikTok or private sales follow the rules of those platforms and cannot be returned or refunded here.

CONTACT

Email: info@gorilla-island.com
WhatsApp: +31 6 82987293
Gorilla Island, Reinier Engelmanstraat 129, 1065 TT Amsterdam, The Netherlands
KvK 98480871

We reply within 24 to 48 hours on business days.