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FAQ

Find frequently asked questions below.

Track my order

Ordering

How can I find the right size and fit?

Since sizes and measurements can vary across different categories and styles, we do our best to assist you in finding the right size for you. You can navigate to the product you want to purchase and click on the size chart to determine your size. 

You can also find links to the appropriate size chart on all of our product pages.

You also benefit from a 60-day return policy, if the size isn’t right.

Can I change my order?

When you have placed and paid for your order, it's prepared for transport almost immediately. As soon as the status of your order is 'completed', you can no longer change your order. If you wish, you can return the entire order or any items that you don't want using the return procedure.

Why is my voucher code not applied to all items in my shopping bag?

Vouchers can’t be applied on sale items unless stated otherwise.

Vouchers can only be applied on selected items unless stated otherwise.

Why can I not place an order?

We always aim to make your online shopping fast and easy. In case you are having trouble completing your order, please follow the below steps: 

1- Double check your delivery and payment details, including the billing address for any missing or incorrect information.

2- Clear your cache and cookies before you try to place the order again.

3- Make sure that items in your shipping bag haven’t sold out in the meantime.

4- Wait 24 hours before attempting a new purchase

In case you still need assistance, please contact customer service

I received the wrong item

In case you receive a wrong, damaged or defective item, you can immediately return your item and place a new order.

Does G-STAR offer a student discount?

That's right, students can benefit from 20% discount - and it couldn't be easier.

For instant access to this discount simply join now and verify your student status with UNiDAYS.

See something say something

We would like to hear from you if you spot something on our website that is not working as expected, or you would like to share feedback about your shopping experience.
You can also contact us to submit a complaint or just to say hi!
You can contact us via customer service

Will I receive a confirmation of my order?

Yes. We will send you a confirmation e-mail after receiving your order. If you think that money has been taken from your bank account and you have not received a confirmation e-mail, then please check your spam folder. If you have created an account, your order will also be visible on your account page.

How do I track my G-STAR order?

We always aim to ship your order within 24 hours after purchase. Tracking information will be shared with you via email. There are two easy ways to track your order status:

Option 1: Click on “Track my order” You need to fill in your zip code and your order number

Option 2: If you have a G-Star account, please log in to your G-Star account and navigate to “View my orders” You will be able to view your order history and see the tracking information for each order.

NOTE: Orders that are placed as guest can only be tracked via “option 1”

In case you still need assistance, please contact customer service.

Why was my order canceled?

In most cases, your order was canceled because your payment was not successfully processed, your delivery address was incomplete, or the item you ordered is out of stock.

Please refer to the cancelation confirmation email you received for the cancel reason. You can also get in touch with our customer service team who can assist you in placing a new order, so you don’t miss on your favorite denim styles.

Delivery & Shipping

How do I track my G-STAR order?

We always aim to ship your order within 24 hours after purchase. Tracking information will be shared with you via email. There are two easy ways to track your order status:

Option 1: Click on “Track my order” You need to fill in your zip code and your order number

Option 2: If you have a G-Star account, please log in to your G-Star account and navigate to “View my orders” You will be able to view your order history and see the tracking information for each order.

NOTE: Orders that are placed as guest can only be tracked via “option 1”

In case you still need assistance, please contact customer service.

What if I am not available to receive my order?

The courier of DHL Express will leave a card in your mailbox. Through their On Demand Delivery website (delivery.dhl.com), you can arrange a different delivery method online within 7 days after the first delivery attempt. 

What are the delivery options & delivery costs?

Place your order before 17th of December to receive it before Christmas.

Shipping costs are 10 EUR. Delivery time is 2-4 working days.

Shipping is free on orders above 150 EUR. If you are subscribed to our newsletter, delivery will be free on all of your orders. 

I have not received my order yet

We are happy to assist you. If your order is marked as delivered but you are still missing your G-STAR item(s); please follow the below steps:

Step 1: Check if you received two or more shipping confirmations for the same order. This means that you will receive multiple packages separately. Make sure that you check each track and trace information for each of the item(s)

Step 2: Make sure that the delivery address shown in the carrier portal matches your delivery address; some carriers will deliver your parcel(s) to neighbors or a pick-up location 

Step 3: If your order still shows delivered but you were not able to locate it, please contact customer service

My order is delayed

We are sorry to hear that. We aim to ship your order within 24h after receiving it however, please allow 48 hours for tracking information to be shared with you via email.

Has your order been placed earlier than 48 hours ago and you still haven’t received the shipping confirmation?

Please follow the below steps: 

 Step 1: Check your order status via “Where is my order

 Step 2: Check the track and trace “if available” 

 Step 3: if the estimated delivery time has passed, please contact customer service

Note: The transit time from the moment you received your order confirmation to the estimated delivery time is 2-4 working days. If this period has passed and you still haven’t received your order, please contact customer service

Please note that delivery times may be longer during SALE, Black Friday, and Cyber Monday.

Can I modify my delivery address?

Once your order is placed, we are be able to modify your delivery address within 4 hours. We recommend that you contact our customer service via phone or chat in order to quickly assist you.

We aim to process every order as fast as possible, modifying an address is not always possible. You can also wait for the order to be shipped and contact the carrier to update the delivery address. 

In case you still need assistance, please contact our customer service.

I received the wrong item

In case you receive a wrong, damaged or defective item, you can immediately return your item free of charge and place a new order.

How to return your order

Payment

What are your payment options?

You can use the following payment options to pay for your online purchase: 

American express

Master card

Visa

PayPal

Apple Pay

Where is my digital invoice?

Your digital invoice is always shared with you digitally to your email address once your order is fully shipped.  The invoice is attached to the e-mail. Providing the invoice digitally is part of our sustainability contribution. 

Do you want to know more about how G-Star contributes to sustainability? Please check our sustainability projects for more information.

When will I be charged for my order?

You are charged for your order once it has been shipped.

Please be informed that we will place an initial authorization for the total amount of your order immediately after you place the order. This is a temporary hold on funds that will automatically drop off within a few days.

Note: If your order includes multiple shipments and deliveries, you will see a charge for each item as it gets shipped.

Secure Payment

Payments on G-Star.com are perfectly secure. All information that you share with us linked to your payment are protected and encrypted by SSL (Secure Sockets Layer) protocol. We have no access to your bank details, they are transferred in a coded and secure way to our bank. 

For information about our product authenticity and reports of fraudulent websites, please visit brand protection

Authorities can contact our partner in case of any questions: https://www.react.org/contact/

Can I use a G-STAR store gift card as a payment on G-Star.com?

If you have a valid store gift card you can contact our customer service. Our team will convert your store gift card into an online voucher.

How do I use G-STAR voucher, and what are the terms and conditions?

You will be able to enter your voucher code once you are in the shopping bag page. Under the product image you will be able to add your voucher code and then click on “Apply”

Voucher terms and conditions:

Vouchers can’t be applied on sale items unless stated otherwise 

Vouchers can only be applied on selected items unless stated otherwise.

Vouchers cannot be applied on previously placed orders. There might be a maximum/minimum order value when you want to apply a voucher code.

An order on which a voucher was applied must be fully returned or canceled to get a replacement voucher. 

Vouchers are not transferable or redeemable for cash or credit.

Does G-STAR offer a student discount?

That's right, students can benefit from 20% discount - and it couldn't be easier.

For instant access to this discount simply join now and verify your student status with UNiDAYS.

Returns

How can I return my G-STAR order?

You can return an article up to 60 days after receiving it.
 
The items you wish to return must not be worn or washed. Of course you may try the items on to see whether they fit or meet your expectations, but if you intend returning them, please ensure that any items of clothing do not pick up unpleasant odours. We check all returned clothing for stains and odours.
 
Make sure you wrap the items with their original labels and in their original packaging. Fill in the attached return form and put it in the box with the items you wish to return. 
 
You can return your parcel by dropping your parcel at a DHL Service Point (locator.dhl.com) or arrange a pickup via mydhl.express.dhl

Make sure that your package is sent back using DHL and always ask for a return receipt. In your package you'll find a return label which you can use. Returning packages using a different carrier is at your own risk. If anything should happen to the package, G-Star cannot be held liable.



What is the G-STAR return policy?

All G-Star purchases have a 60-day return policy and must be returned in the country of purchase. 

Items that have not been worn and that still have the original label and packaging may be returned within 60 days after receiving them. You may try on the items (with the exception of underwear and face masks) to see whether they fit and if the model meets your expectations. Face masks and underwear cannot be returned. You cannot exchange items.

For returns of products from orders containing only discounted items the buyer will bear the direct costs of the return. All other orders are eligible for free returns.If your order only contains discounted items we will deduct the costs of the return of 9.95 EUR from the refund of the purchase price or issue an invoice in the same amount, if you have not paid the purchase price yet. If your order (also) contained full price products, the cost of the return is on us and will not be deducted from the refund.

Please don’t take tags and/or labels off

The product must be unused and not damaged

Returning underwear and/or face mask is not accepted

Where is my refund?

The amount will be reimbursed to your bank or credit card account within 2 - 3 weeks after you have dropped off your return.

When will I receive my refund?

The Refund time frame depends on the following factors:

Carrier, processing time at the warehouse and your payment method

Once we receive and process your return in our warehouse, it will take up to 5 days for the refunded amount to be available back to your original payment method. You can generally expect to receive your refund within 8-10 days after you hand your parcel to the carrier or a drop-off location.

NOTE: Please allow an extra 3 days during sales and high season periods (e.g.: Black Friday, Cyber Monday,Christmas and New Year).

Klarna: After receiving your return confirmation we advise you to reach out to Klarna directly for refund status and refund timeframe.

I need a return label!

To receive a new return label, please contact our customer service

What are the return costs?

You can return an article up to 60 days after receiving it.

For returns of products from orders containing only discounted items placed from 21-04-2023, the buyer will bear the direct costs of the return. All other orders are eligible for free returns.

Returns are easy: You can use the return label which you receive with your order. Please follow the instructions on the return form included in your order. If your order only contains discounted items we will deduct the costs of the return of 9.95 EUR from the refund of the purchase price or issue an invoice in the same amount, if you have not paid the purchase price yet. If your order (also) contained full price products, the cost of the return is on us and will not be deducted from the refund.

You can find more information in our General Terms and Conditions or reach out to our Customer Service for more information.

*G-star may from time to time offer additional free returns. 

General

Where can I change my details?

You can change your personal details in your G-Star account. After login, go to 'My account' to change your personal information.

My question is not listed here.

Ask our Customer Service Department any questions that are not answered on the Customer Service pages. Click 'Contact' for the contact page.

Where can I find the General Terms and Conditions?

You will find our Terms and Conditions by clicking on the link "Terms & Conditions" at the bottom of each page.

Where is the Privacy Policy?

Click on "Privacy Policy at the bottom of each page.

I would like to work for G-Star. Are there any vacancies?

You will find all the current vacancies by clicking on "Careers" at the bottom of each page.

What about the brand protection?

For information about our product authenticity and reports of fraudulent websites, please visit: https://www.g-star.com/help-info/brand-protection
 
Authorities can contact our partner in case of any questions: https://www.react.org/contact/

Wear your denim till the end

Why is raw denim durable?

Raw denim is the purest form of denim, carefully constructed to last a lifetime. It doesn’t have any additional treatments or washes added during the production process. This means less water and harmful chemicals are used, creating a more sustainable fabric that has been made to last.

Which products have lifetime warranty?

All items on the website that have a lifetime warranty label/stamp.

What do I do when the product I have bought with lifetime warranty is damaged?

Please use the store finder to find a certified tailor near you. If there is no service in your area, please contact customer service or a G-Star store near you.

Voucher & Sales

How can I get my welcome promo code?

You can join us and stay up to date with latest news and offers here.

You get a one-time 15% off (SALE items excluded)

Welcome to G-STAR family!

What are vouchers/promo codes terms and conditions?

Vouchers can’t be applied on sale items unless stated otherwise.

Vouchers can only be applied on selected items unless stated otherwise.

Vouchers cannot be applied on previously placed orders.

There might be a maximum/minimum order value when you want to apply a voucher code.

An order on which a voucher was applied must be fully returned or canceled in order to get a replacement voucher.

Vouchers are not transferable or redeemable for cash or credit.

The item I bought is now available at a lower price. What are my options?

Please note that our policy does not include price matching. However, if the item you purchased is still available in the same size and color, and the discount is now applicable, you have the option to return your order: You may initiate a return within 60 days of your purchase then place a new order at the discounted price.

CLUB-G

What is CLUB-G?

CLUB-G is a set of benefits specially curated for G-Star subscribers. It includes not only special vouchers, promotions, and early access to sales but also exclusive G-Star experiences, events, gifts, giveaways, services, and products. Make sure you are subscribed to CLUB-G/newsletter to get benefits personalised to you into your mailbox.

How do I become part of CLUB-G?

Simply sign up for G-Star email communications here and we will treat you with CLUB-G personalised offers and surprises.

How can I end my participation in CLUB-G?

Click 'unsubscribe' in the bottom part of any email from CLUB-G.

Why should I link my purchases to my email/account?

To delight you with personal gifts, giveaways, exclusive events, and services, make sure you link all your purchases made on g-star.com or G-Star mobile app.

Do I get a subscription card/what is the proof that I am part of the club?

No card/ID is needed. Only entering the email is sufficient to link the purchase to the CLUB-G profile.

Which countries participate in CLUB-G?

CLUB-G is available for email subscribers in the Netherlands, Belgium, Germany, France, the UK, the US, Canada, Spain, Sweden, Austria, Bulgaria, Poland, Hungary, Denmark, Greece, Portugal, Czech Republic, Norway, Slovakia, Latvia, Slovenia, Italy, Switzerland, Estonia, Finland, Lithuania, Ireland and South Africa as of 6th December.

Which stores are participating to CLUB-G?

N/A

Can I use the profile all over the world?

You can use your CLUB-G profile on g-star.com or G-Star mobile app in participating countries.

Can I link my G-Star purchases from countries where CLUB-G is not active yet?

When you purchase G-Star products in countries other than participating countries, these will not be registered to your account.

Can I link my G-Star purchases from partnered stores to my CLUB-G account?

When you purchase G-Star products from our partners, such as department stores, marketplaces (Amazon, Zalando, etc.), and shop-in-shops these will not be registered to your account.

Do I collect points in order to receive more benefits?

No more traditional point-collecting. However, if you link your purchases made on g-star.com or G-Star mobile app we will be able to offer you even more personal benefits.

How do I get more benefits?

To get more benefits link eligible purchases, read our emails, and participate in CLUB-G campaigns. For example sign-up for Exclusive Giveaways, attend CLUB-G events, etc.

How can I know which benefits apply to me?

Every month we will send you an email with your personalised monthly benefits.

Can I use my CLUB-G offers and surprises both online and in store?

Offers and surprises can only be retrieved online on g-star.com and through the G-Star app.

Can I exchange my benefits for another item/monetary value?

No, benefits cannot be exchanged for money.

Can I share my rewards with someone else?

Offers or surprises cannot be passed on to other subscribers

Is my purchase progress before CLUB-G taken into account in the first "monthly benefits" email?

Yes, we value our loyal customers and we will curate your personalised set of benefits based on your order history.

Can I combine my CLUB-G rewards with other promotions or coupons?

Rules of promotions and coupons may vary. We will inform you about exclusions and restrictions in the email with exact personal offer

Do my CLUB-G rewards expire?

The monthly benefits are updated every month and it is not guaranteed that you will have the same benefits available for the upcoming period. Link your purchases made on g-star.com or G-Star mobile app, and we will be able to offer to you more personal benefits.

How is CLUB-G different from the RAW Rewards programme I am part of?

In CLUB-G you don't need to collect stars to get access to the benefits. You only need to sign up to Newsletter/CLUB-G and we will surprize you with benefits personally curated for you.

What happens to the stars I have collected and my lavel in RAW Rewards?

You can still collect stars and achieve new levels in RAW Rewards. All your stars and levels are valid for now and you can see it in the private account on g-star.com and G-Star Mobile app.

What will happen with RAW Rewards in future?

RAW Rewards will be gradually phased out. For now you keep your stars and levels. You are also transferred to CLUB-G and will get access to exclusive benefits. Every month we will update you through email on your monthly CLUB-G benefits that apply to you. Don't miss out, and keep a close eye on your mailbox.

When will RAW Rewards be phased out?

We will inform you about the date separately. Keep a close eye on your mailbox.

Why are you launching CLUB-G and phasing out RAW Rewards?

We found out that collecting stars and levels are complicated for many of the RAW Rewards members. Based on that feedback we created a new set of exclusive benefits for our subscribers. We also made it easier to access, you don’t need to collect stars and sort out complicated levels anymore. Instead, we will get all the work done for you and will let you know what benefits you get access to based on your behaviour and data provided. Check out more about the new benefits here (link to the new personalised benefits page).

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