FAQ
Orders
Can I cancel my order?
As soon as we receive your order, processing begins automatically – therefore , unfortunately, no changes or cancellations can be made .
This also applies to changes to order details such as size or color, adding products, or changing your delivery address or method.
If your package is already on its way, you may be able to change your address directly with the shipping service provider – use the options in your tracking email to do so.
How can I track my order?
Once your order has been shipped, you will receive an email with a personalized tracking link . You can use this link to track the current status of your delivery at any time.
Didn't receive an email? Please check your spam folder.
How can I contact customer service?
We look forward to hearing from you! Our team will endeavor to respond to your inquiry within 24 hours .
Please note that response times may be longer on weekends and public holidays .
product
Which size should I take?
If you are unsure which size is right for you, take a look at our size chart .
You can find these right next to the size options on every product page.
Alternatively, you can view our full size chart page.
How are your products packaged?
Our products are packaged in an environmentally friendly, space-saving and safe manner.
We consciously avoid unnecessary packaging and use recyclable materials – without compromising on the protection of your order.
Gorlex stands for strength with responsibility – also when it comes to shipping.
How do I care for my products?
Please follow the care instructions on the label inside your product.
You can find additional information on the respective product page in the “Material & Care” section.
Payments & Promotions
What payment methods are available?
What discounts are available at Gorlex?
Our community benefits first: You will receive exclusive discounts, early access to promotions and special offers via our newsletter.
Register now and don’t miss anything.
Can I buy gift cards?
Yes – you can purchase digital gift cards from Gorlex. Perfect as a gift for partners, friends, or family. The gift card is sent directly via email and is ready to use immediately.
Shipping & Deliveries
What shipping conditions apply?
Once you've placed your order, you'll receive a confirmation email. Production and shipping will then begin. Once your package is on its way, we'll send you an email with tracking information so you know where your order is at all times.
You can find more information in our shipping guidelines .
Where do you ship to?
We only ship within the European Union – but not to all member states .
You can find a current list of all countries we ship to in our shipping guidelines .
Returns
How can I return an item?
Your satisfaction is important to us. If an item doesn't fit or you wish to return it, simply contact our customer service .
We will be happy to help you and find a solution together.
Do you offer free returns?
We currently do not offer free returns . The exact address will be provided to you by our customer service after your return request.
What are your return policies?
Because our products are made specifically for you, we are currently unable to offer returns or exchanges unless your item arrives damaged or with a manufacturing defect.
In this case, please contact our customer service within 30 days of receipt. Send us a brief description and a few photos of the problem. After inspection, you will receive either a replacement product or a refund.
Please note:
– Personalized or incorrectly ordered items (e.g. wrong size or color selected) cannot be returned.
– Digital products such as gift cards are also excluded from exchange.
I'm expecting a refund. How long will it take?
Once we receive your return, it may take up to 10 business days to process. Once your item has been inspected and approved, a refund will be processed to your original payment method. You will receive a confirmation email once the refund has been processed.
The credit may then take up to 2 additional business days to appear in your account.
Please note: A refund is only possible to the original payment method .
I received an incorrect/faulty item
We're very sorry about this – such errors are rare, as real people pack your order at Gorlex. However, in exceptional cases, something can go wrong.
Please email us at info@gorlexathletics.com if you received the wrong item. To help us assist you quickly, please include the following information:
- of the wrong article
- your order number
We will work on a solution as quickly as possible.
Account
How do I create an account?
It's easy! Click here to create an account.
If you want to view information in your account or change something later, simply click on "Account" at the top or bottom of our website - and you're in.