Fast grocery delivery, even faster support

Have an issue with your order, a product suggestion, or just want to share feedback? Our support team wants to help with fast solutions! We provide chat support directly in the app from 8am–11pm, 7 days/week. To chat with us, select “Customer service” in your profile in the app.

If we’re offline, send us an email at help@gorillasapp.com.

FAQ

About Gorillas 🦍

What is Gorillas?

We are a grocery delivery app that brings you fresh food within minutes– straight to your doorstep. Here's how it works:

1. Need 1000s of products– all at retail prices.

2. Order Everything at your fingertips.

3. Get Within minutes. Delivered by our legendary rider crew.

What is Gorillas like as an employer and what are Gorillas' core principles?

"Gorillas exists to create a world with immediate access to your needs. We are not business people building a delivery company– we are delivery people building a business."

Kagan Sümer, CEO of Gorillas

Please visit our website manifesto to find out more about our principles and core values.

I want to order. How does Gorillas work?

Gorillas is free to download for iOS and Android devices– just search your app store. Once you've selected your products, we'll be at your door in a few minutes. It's that simple.

Order 📲

Where does Gorillas deliver?

We currently operate in 9 countries and > 50 cities, and we’re growing every month. 🚀 Check if we’re in your city on our delivery areas page. Alternatively, open the Gorillas app, enter your address, and see if we deliver to your house.

Can I join a waiting list if you don’t deliver in my area?

We are growing every day and constantly working on expanding our delivery areas. If we don't deliver to your neighbourhood, we'd love to in the future. You can add your name to the waiting list via this form.

What are the opening hours?

Our hours depend on which country you're located in. You can check your city's local hours in our app on the top banner.

What are the delivery costs?

The delivery fees vary according to the country as follows:

  • €1.80
  • £1.80
  • $1.80
  • DKK 29
What is the minimum order amount?

We do not have a minimum or maximum order value. Order as much or as little as you need. A variable delivery fee may be added in some cities based on your order value.

Why am I being charged a delivery surcharge?

In various cities in the Netherlands and Germany, a surcharge for handling and delivery (variable delivery fee) applies to orders with a total value under €10.

In the Netherlands

In Amsterdam, a €2.10 surcharge applies to orders under €5. In Groningen, a €1.60 surcharge applies to orders under €10. In Arnhem, Leiden, Nijmegen, Rotterdam, Tilburg, and Utrecht, €2.10 surcharge applies to orders under €10.

In Germany

In Hamburg, a €1.60 surcharge applies to orders under €10. In Berlin, Cologne, Fürth, Munich, and Nuremberg, a €2.10 surcharge applies to orders under €10.

I ordered the wrong thing. Can I change my original order?

Unfortunately, it is not possible to change the contents of your basket after ordering because your delivery will be processed and dispatched immediately.

Payment 💳

Which payment methods do you accept?

At this time, we accept all major credit cards, PayPal, and Apple Pay. We're working on enabling other payment methods.

Can I pay in cash?

No, it is not possible to pay with cash at the moment. We try to keep everything as contactless as possible. You can only pay through the app.

I have a voucher. How can I redeem it?

You can redeem your voucher at the end of your order during checkout (the last step). Below the shopping cart, you will see a field where you can paste the discount code. You can only apply one code at a time.

Delivery 🚲

How fast are you?

We are fast. Our amazing rider crew delivers your order within a few minutes.

How do you deliver?

Our legendary riders use eco-friendly e-bikes. We provide our riders their bikes free of charge.

How can I see when my order will arrive?

Before ordering, you can see the calculated time of delivery on your starting screen. You can view the arrival time as soon as you place your order under the order overview.

Do you deliver to parks?

Yes, we deliver to any location within our delivery area. Just note the specific place and any additional information in the delivery notes during checkout––that way our riders can find you quickly.

How can I track my order?

You can see the rider icon on the map as soon as your order has been dispatched. Just look up the right order on your Gorillas profile in the app and watch them make their way to your door.

Can I contact the rider during the delivery?

Yes, you can call your rider as soon as your order has been dispatched. Please click on order details in your app to look up the rider's name and number ("profile" then "order")

How can I tip my rider?

Wow, thank you! You can tip your rider directly in our app before placing your order. Our riders receive 100% of their tips.

Business Customer 👔

I am a corporate customer. Can I order for my company?

We are more than happy to deliver to corporate customers. Just note the specific floor and any additional information in delivery notes during checkout. We can also deliver to your office kitchen or any other preferred location.

Can I receive a corporate invoice?

Yes, you can add additional information in your profile under "settings" and "billing info" before placing an order. The invoice will be issued for corporate purposes and sent to your email.

Gorillas Account 📒

How do I create an account?

You first need to download the app from the App Store or Google Play Store. Then, it is as simple as choosing a sign-up option and following the steps.

Can I use the app without creating an account?

We offer you the possibility to browse our products without an account. When opening the app, you can tap "continue as a guest" and scroll through the shop without placing an actual order.

How are you processing and saving my data?

We know privacy is important to you––and it's important to us too. Our data protection notice details everything about how we process and save your data.

How can I delete my account?

Open your profile page and select "account settings", then select "delete my account". You may need to log out and log back in once before the app will allow you to delete the account. The app requires this for profile protection.

How can I turn on my notifications?

You can easily manage notifications through your device's settings. If you have an iPhone, follow these easy steps: go to the Settings app, scroll down to "Gorillas", tap "notifications" and turn off "allow notifications". If you are an Android user, go to your "settings" app, click on "apps", then "Gorillas", "notifications", and disable "show notifications".

Something went wrong? 😔

What if something in my order is missing, bad quality, or something else went wrong?

We're sorry to hear that something went wrong with your order. We want to fix it immediately.

Please contact our customer support team via the live chat in our app– we will offer you a solution within minutes.

You can find the chat option with the following steps:

  1. Select "profile"
  2. Select "settings"
  3. Select "customer service"

COVID-19 🦠

Is ordering through Gorillas safe?

Absolutely! The safety of our customers and riders is our top priority. Our amazing rider crew is trained to follow COVID-19 guidelines by wearing masks and operating with contactless delivery. We also follow rigorous safety measures in our warehouses.

How does contactless delivery work?

It’s easy; our rider will leave your order at your doorstep if you choose contactless delivery while checking out. Our riders will contact you with the doorbell or by phone call, and once your rider arrives at your doorstep, they will maintain distance while putting your order on the ground.

I am in quarantine. Can you still deliver to me?

Yes, we deliver to you so you can stay at home, protect others, and enjoy delicious, fresh groceries. Our delivery is contactless. Our riders ring your doorbell, wait for you to signal them, and then deliver your groceries to your front door. This way everyone stays as safe as possible.