Got a question? Check out our FAQ’s below to find the answer you are looking for. If your question is not listed, please contact us.
An item is now at a lower price, can you refund me the difference?
As an online retailer, our prices will occasionally change depending on demand, stock and upcoming sales without prior warning. This being the case, we are not able to refund the difference.
Are there any products that cannot be returned?
All of the items can be returned; however, final sale items can only be exchanged or returned for store credit. Every item has to be unused and in its original packaging. You are allowed to try them on for size first, but do not remove the tag or wash the item under any circumstances. If trying on the items, please make sure no smell or stains are left on the item. If there is a smell to the item or the item has a mark on it from deodorant, the item is automatically not approved for refund.
Can I get my order delivered to a different address after having placed an order?
You can always change the shipping address within a certain time frame (12 hours after placing the order) after having placed your order. You can specify the billing address and delivery address during the checkout procedure. You can also edit these in “My Account”. In this case, you must have an account already.
Can I change my order?
We are unable to make any changes to the order you placed once you click the “place order” button. You can’t change the following once you placed the order:
- Adding items to your order
- Delivery address
- Changing the size or item
- Shipping method
Do I need an account to shop on the site?
That is not necessary. If you are not yet a customer, you already have the option to put products in the shopping cart. If you log in afterwards, these products are still in your shopping cart.
Does Gorilla Wear sell to any third-party sellers?
Any third-party site/person selling Gorilla Wear clothing or accessories could potentially be fraudulent. We will not be able to assist you when you experience any issues with the product you purchased. Check out our dealer locator for all approved dealers.
Have you received my return yet?
Depending on the service used to return your item(s), it can take up to 5-7 business days (excluding weekends & national holidays) to be delivered and processed by our returns team. We will notify you by email, once the return has been processed. If you still have any concerns about the return of an item, please get in touch!
How can I determine my clothing size?
When you want to know your size for a particular item you just have to click on the item and after that you can scroll down and click on “Size Chart”. Here you can see the size you need for that item. Double sizes like for example L/XL will fit people who wear L as well as XL.
How can I pay for my items?
For our website in USA, we use the following payment methods: Paypal, Mastercard, VISA and American Express.
For our site in Europe and the rest of the world, we use the following payment methods: IDeal, Paypal, Mastercard, VISA, MisterCash, American Express, GiroPay and via bank transfer. Of course, you can also pay with a gift card you bought in our shop.
How can I return/exchange an item?
You can return ordered items to us free of charge within 14 days. Sale items are excluded, these may not be returned. Return shipping costs are not covered by Gorilla Wear unless the items were not the correct size or color; as well as if an item had defect. To start the return process, please follow the following procedure:
1 Go to your account and select the order you placed last by clicking on return
2 Fill out the RMA
3 Follow the steps in our return section
4 Send the package
How can I sign up for the newsletter?
When you are on the homepage of our website you can scroll down until you reach the footer. There you have the option to subscribe to our newsletter by filling in your email address. This is a great way for you make sure that you are always up to date with the latest news, new arrivals as well as all special deals.
How do I become a Gorilla Wear Athlete/Ambassador?
To become a brand ambassador or sponsored athlete please go to the “Sponsorship application” page. On this page you can apply to become a Gorilla Wear Athlete or Ambassador. Send your resume and all Social Media links to: firstname.lastname@example.org.
How do I finish my order on the website?
When you have all your items in your shopping cart, click on “proceed to checkout”. Choose here the payment method you want to use and fill in the billing address. If you already have an account, you can also login here. Check the data and click on “place order now”. You will now receive a confirmation email with an overview of all the items you have just ordered.
How do I shop on the Gorilla Wear site?
Go to the items you want to order and click on the red “in shopping basket” button. After you click on a product, you will arrive at the shopping cart. You can pay here, but you can also continue shopping. Products remain in your shopping cart until you click on the delete tab right next to it, you log out, or process your order. You can return to the shopping cart at any time by clicking on “go to checkout”; which is located at the top right corner of your screen.
How long do I have to return or exchange an item?
Everyone has the right to return unused items for 14 days. Fitting the clothes is of course allowed. Exceptions to this are sale articles, these may not be returned.
How long does it take before my payment is processed?
The time required to process your payment depends on the payment method. With the most payment methods it is usually processed immediately. If you pay using a credit card, the amount will be charged to your credit card when your order is dispatched.
How long does it take to process a returned item?
When we receive your parcel, we will confirm this via e-mail. This may take up to 5-7 working days. The cost for shipping the articles back to us an out of pocket cost for you. However, we will refund any shipping costs back to you if the return is due to damage or miss delivery from our end.
I am having trouble with your website.
If you are having trouble with the website, please ensure the browser you are using is up to date. It may be worth deleting your cookies and trying the site again. If you continue to experience issues, please get in touch with our support team.
I have returned something, when can I expect my refund?
All refunds are made to the account used to pay for your original order. Once your return has been delivered, it may take up to 10 business days to credit your refund. If the 10 business days have passed and you have not received a refund at that time, please make sure you contact us by calling +1 910 574 3742 or via email customer service email@example.com.
Is Gorilla Wear available in any onsite stores?
Yes, we certainly do have onsite locations available in many supplement stores and gyms. There are several dealers / stores that sell our clothing. You can check on this on our page under “Gorilla Wear Dealers” if there is one available in your area.
This item was on sale previously, can I get it at the sale price?
If a sale is on, we will clearly state when the sale is due to end. After the sale ends, the item may go back to its original price, in this case, we will not be able to honour the price as displayed during the sale.
What are the benefits of having an account?
We store your personal and address data in a database that is recognizable by your own unique password. As a result, you can not only log in faster, but you can also request your order information at all times.
What are the shipping costs?
The standard shipping cost for orders under $99 is $7.95. For orders over $99 shipping costs are free.
What if I am not home for my delivery?
If you are not at home when your package is delivered, the courier will leave a message. The message will probably say that your package has been delivered to your neighbor’s. If not, you will always receive a message from us about what happened exactly to the order. If the delivery fails, the courier will leave a note explaining that he/she attempted delivery with instructions on how to arrange.
What should I do if I have not received my tracking number?
You will receive your tracking information once your order has shipped and your shipping confirmation email has been sent to the email address you provided when placing your order. If you have not received your tracking number, please get in touch with our customer service by calling +1 910 574 3742 or via email customer service firstname.lastname@example.org so we can look into it.
What should I do if I have payment issues?
If the payment is successful, you will always receive a confirmation email. When you have paid your order, but you have not received confirmation by email, please don't hesitate to contact us by calling +1 910 574 3742 or via email customer service email@example.com.
What should I do if I received a faulty item?
In the event you have received a defective item, please make sure you contact us immediately. This can be done by calling +1 910 574 3742 or via email customer service firstname.lastname@example.org. Preferably enclose a picture with the defective item to speed up the process. If your package has been damaged upon delivery, please take a picture as evidence and send it to our customer service team.
What should I do if I received a wrong item?
In the unusual situation that you have received a wrong item, please make sure you contact us immediately. This can be done by calling +1 910 574 3742 or via email to our customer service department email@example.com. Once we understand the situation, we will work quickly and efficiently to ensure the problem will be solved to your satisfaction. Unless there is proof that you have received an incorrect item, we cannot begin to take any further measures to rectify the problem.
What should I do if my order does not arrive within the deadline?
In case your order does not arrive within the deadline you can contact our service desk. Please send an email to firstname.lastname@example.org or you can call our telephone number +1 910 574 3742 in our office hours: Monday - Friday 8AM - 5PM. Please do not forget to mention your order number. If you click on “My Account” and then on “My orders” you can view the current status of your order 24 hours a day.
What should I do if something is missing?
A packing list is included in every parcel sent from our distribution center, please check the packing list to ensure there are no items missing from the list. If an item you have ordered is missing from the packing list, this will likely have been removed due to it being out of stock. You will be notified by email if an item you have purchased is out of stock. If you have not received an email notification about any changes to your order, but you are still missing an item, please feel free to contact us immediately by calling +1 910 574 3742 or via email customer service email@example.com.
When can I expect my order?
Your goods will be delivered to you within 3 to 7 working days. This transit time indication excludes 1-2 business day(s) for order processing.
Where can I find the returns policy?
You can find our returns policy in the footer of our website. You have to click on “returning goods”. This page will explain how to return goods.
Where can I find the status of my order?
You can easily find the status of all the orders you placed. You just have to click on “My Account” at the top of the website. Here you can click on “My Orders”. When you do that you can view the current status of all your orders 24 hours a day.