We are looking forward to hearing from you
Please contact our customer support via email at email@example.com or via the chat inside the Gorillas app (navigate to your profile to find the customer support under “Customer Service” or by tapping the icon in the bottom right corner).
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."
Please visit our website manifesto to find out more about our principles and core values.
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:
- Germany: €1.95
- Netherlands: €1.99
- France: the delivery fee depends on your order value:
- Order value €10 - €25: €2.99
- Order value €25.01 - €49.99: €1.99
- Order value over €50: Free delivery
- UK: £2.49
- Denmark: DKK 29
- USA: $1.80
What is the minimum order amount?
Germany & France:
The minimum order amount is €10. A variable delivery fee may be added in some cities based on your order value.
In the Netherlands, the UK, Denmark & the USA:
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 European cities a surcharge for handling and delivery (variable delivery fee) applies to orders with a total value under €5, €10, €15, €20, £10 or £15.
Depending on your location a surcharge of €2,50 or €2,70 will be applied to orders under €15, €18 or €20.
In the Netherlands
In Almere, Amsterdam, Groningen, Leiden, Tilburg, Utrecht, The Hague, Rotterdam, Nijmegen & Arnhem a surcharge of €3 will be applied to orders under €20.
In Eindhoven and Leeuwarden a surcharge of €3 will be applied to orders under €15.
In Barcelona, Madrid & Valencia a surcharge of €2.50 will be applied to orders under €10.
In the UK
In all cities a surcharge of £2.99 will be applied to orders under £12.50.
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.
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). Next to "Order Summary" you will find the option "Add coupon" where you can paste the discount code. You can only apply one code at a time.
How does the referral program work?
By sharing your referral code with your friends, family, and colleagues who do not yet know Gorillas, you will earn a credit* for your next order. You can find your referral code on your account profile.
*All they have to do is enter your code when paying for their first order and meet the requirements.
Depending on the country legal requirements, a limit for referrals may apply. You can still refer as many friends as you want, but you will not earn any credits for anyone above the required limit:
- France: 20
- Netherlands: 100
- UK: 100
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 or you can give the rider cash upon arrival. 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 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 on "allow notifications". If you are an Android user, go to your "Settings" app, click on "apps", then "Gorillas", "notifications", and click on "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:
- Select "Profile"
- Under "Help & Feedback" select "Customer Service"
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.