Store FAQ

• Where does this store ship from?

  Germany

• Do you accept orders placed outside of the US?

  We sure do! We are based in Germany, so local domestic shipping is FREE! International shipping rate is just $4.50. No additional costs for adding more items!

• How long will it take to receive my order?

  Once shipped most domestic orders take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service. International shipping delivery times may vary between 2 and 4 weeks.

• Is there an "Transport Insurance Package"?

  We guarantee correct shipping with the German Post. But sometimes stuff just gets lost in the mail! We tried to offer an insured transportation package, but it was quite expensive to ship for a single T-Shirt, and in return all orders stopped from our Store. From now on we will not offer this solution any more in order to make shipping cheaper for you. To be able to offer international shipping for such a low price of only 4.50 USD we will from now on send you a so called registered letter, where the courier checks the receivers ID. To make it even cheaper, we split all shipping costs between us, so we cover half of the costs ourselves. We cannot issue refunds for items not received by you or our returns department. We recommend that you request an additional traceable ship method to ensure successful delivery. Please be aware that the postage pre-paid label on the return/exchange form is not a traceable shipping method. If there is a problem with your order, please email our customer service at info@urbangorilla.net.

• Is it possible to preorder sold out items or new collections?

  Yes it is. Just send us an email and tell us what you want. We will make it happen :)

• What is this store's return and exchange policy?

  RETURNS: We will only accept returned merchandise items that have a manufacturing defect. Items must be returned for exchange within 3 days after customers have received their purchase. We will not accept for exchange or refund any washed or worn items. EXCHANGE FEE: If you just need another size, there is a $5.00 exchange handling and processing fee if the items exchanged are not damaged or defective (determination of damage or defect will be at our sole discretion). Rejected returns will be sent back to you at your cost and will be charged to the original payment source for your order. REFUNDS: Shipping and handling charges are non-refundable except in the case of a manufacturer's defect. All refunds will be credited to the original payment source. If the original payment source is unavailable, we reserve the right to issue a refund using PayPal. WHO PAYS FOR POSTAGE: Postage for returns/exchanges are paid by you. You need to send back the items free of postal charge. We will not accept any returned items that we have to pay for.