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FAQ

Find frequently asked questions below.

Track my order

Ordering

Can I still change my order after completing the checkout process?

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.

Can I cancel my order?

That depends on the shipping status. Please contact our Customer Service Department as soon as possible and have your order number ready. Once your order has been processed, it can no longer be cancelled.

I made a mistake in my shipping address, can I change it?

On busy times during SALE or if you have already received the shipping confirmation, unfortunately we cannot change the shipping address anymore. Please contact Sagawa directly for a change in your delivery address. You can find the contact details of Sagawa here. *Additional shipping charges due to address changes will be your responsibility.
If you have not yet received the shipping confirmation, please contact our customer service as soon as possible, and we will handle your request.

Can I choose a different delivery address and billing address?

Yes, during check-out you can choose to 'Add a new address' where you can enter a different address than the billing address. You can also add new addresses in My Account

I did not receive a confirmation mail of my order? What should I do?

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.

I would like to know more details about the product, do you offer styling advice?

Yes, you can chat on G-Star.com with one of our specialized stylists between 11AM - 7PM from Monday until Friday. Sometimes the stylists can be busy, the chat functionality will then go offline. Please wait until it returns back online or contact customer service.

What size should I order?

To find your size, check the label of a G-Star item that fits you well. If you no longer have one, check our 'size guide' on the product page which converts your body measurements into G-Star clothing sizes.

Do you offer gift wrapping?

No, at this moment we are not able to offer gift wrapping. We can offer you a shopping bag with your order, please contact our customer service to receive this.

Delivery

What is the delivery time?

Since we have multiple warehouses, the shipping time depends on the closest location of the product. The delivery time is 1-3 working days if we have stock in Japan. If the item will be delivered from the Netherlands, it will take 5-7 working days.

Please be aware that dispatch may take longer during sales.

What are the delivery costs?

If you subscribe to our newsletter, you'll always enjoy free delivery. Shipping is also free on orders above ￥10,000. Otherwise, shipping costs are￥1500.

Will I receive a tracking number?

Yes, when the package is on its way, you will receive a shipping confirmation with a tracking link of that shipment.
Please note that the tracking link is only activated at the moment the courier has received the package.

What happens if no one is present to receive the delivery?

Sagawa Express Co., Ltd. will leave an "Attempted Delivery Notice." to your post, so please contact the contact information provided and request a redelivery. Your package will be held at Sagawa for a period of 14 days, if you fail to receive your package within this period your package will return to us. In that case, we will process it accordingly.
We will not accept re-shipment after processing, so please contact us as soon as possible.

Where can I receive my order? Is it possible to receive the order in a G-STAR store?

We can deliver your order to your office, home, access point or your nearest G-STAR stores, excluding Outlet stores.

Can I choose a delivery address abroad?

No, at this time it is not possible to place orders from abroad. This is also not possible for store deliveries. The delivery address must be in the same country as the Online Store in question.

Payment

Which payment methods are available?

You can pay with the following credit cards: JCB / DINERS / VISA / Mastercard / American Express.
We also offer payment via PayPay and Paypal.

Can I pay in installments?

If you choose to pay by credit card, you can opt for either a one-time or installment payments. (*Currently not available on the App.) We provide multiple installment options in accordance with the terms and conditions of your credit card company. Depending on your card company and the number of installments, there may be installment fees as specified by each card company. Please note that installment fees are the responsibility of the customer.

* Due to system maintenance, the installment service are temporarily unavailable. We apologize for any inconvenience this may cause.

Where can I fill in my voucher code?

Clicking on Shopping cart will open a page containing an overview of your order. Under your item(s), you'll find the text 'Do you have a voucher code?'. Click here to enter the code.

Terms and conditions use of discount voucher codes.

One discount voucher code exchangeable per order
Possibly not applicable on sale items

For vouchers exchanged from loyalty points. A replacement voucher is only generated once after an order on which a voucher code with an absolute amount was used was returned or cancelled.
When a discount voucher code value is higher than the order value no new discount voucher code is generated for the rest amount

Will I receive an invoice of my order?

Yes, you will receive the invoice after your whole order is processed. We will update you by e-mail. In this e-mail the invoice is attached as part of our sustainability contribution

Is there a maximum order amount?

There may be a maximum amount, depending on the payment method you choose. There is no limit to the order amount for credit card payments on G-Star.com. For PayPal it is around JPY 1,000,000.

Is it safe to pay online at G-Star?

Like most trustworthy websites, we use SSL technology (Secure Socket Layer) to protect your personal information when it's being sent over the Internet. SSL is the standard for payments over the Internet and is supported by Chrome, Firefox, Microsoft Internet Explorer, Safari and other popular browsers. We use this technology to encrypt sensitive information before it is sent over the Internet. SSL technology prevents your information from being accessed when you are submitting it.
When you pay with a credit card, we will first make a pre-authorisation of the purchase cost on your card (please note: this is a temporary hold and not an actual charge on your credit card). When your order is sent, the final purchase cost will be charged to your credit card. When the order is canceled, the hold will be removed from the credit card within a few business days (this will depend on your bank). For questions about the pre-authorisation, please contact your bank.

How does a payment with PayPal work?

When selecting PayPal at the checkout you will be asked to log in to your account to confirm the payment.

Returns

What are the rules concerning returning items?

Items that have not been worn and that still have the original label and packaging may be returned within 30 days after receiving them. You may try on the items to see whether they fit and if the model meets your expectations.
For hygiene reasons, we do not accept returns of underwear, socks, and face masks even if they are unworn.
You cannot exchange items. When we receive the return package we will reimburse the amount, using the original payment method, to your account. You'll find all the details concerning our Returns policy on your invoice. Be careful: if you are returning shoes, you must put the original shoe box in another box.

G-Star RAW holds the right to send items back to the customer in case the item looks washed, worn or shows any form of damage that is clearly not a production flaw.

In the exceptional case that item(s) are missing from a returned order G-Star RAW will reimburse the loss. However, G-Star RAW holds the right to decline a refund request in case of frequently repeated irregularities based on the order history of the customer.

What are the return options?

You can send your return back with Sagawa directly, by bringing the item to one of the Sagawa access points or contacting Sagawa for a pick up (contact Sagawa here: https://www.sagawa-exp.co.jp/send/branch_search/tanto/).
You can also return your items in all of our G-STAR stores, excluding Outlet stores. You can find your nearest G-Star store here

Please note: it is not possible to exchange the item directly in the store or get your cash back immediately. Once you have returned the item, the money will be transferred back to your account via the original payment method within 24 hours. Items bought in a G-STAR Outlet store, can not be returned.

What are the contact details of Sagawa for my return shipment?

Please call Sagawa to pick up your item for returning. Please find the nearest Sagawa service office through this link and call them directly.

When will I receive my money back?

When your return is received by our warehouse, we aim to process it within 2-3 business days. Depending on your original payment method, it can take a few days for your bank or credit card account to process the refund (more details can be provided by your bank or credit card account).

*Please note: during SALE this processing time may take longer than indicated above.

When you return your items at one of the selected G-Star stores, the return will be processed within 1-2 business days.

Will the delivery costs of my returned item(s) be reimbursed?

The delivery costs will only be reimbursed when an entire order is returned.

Can I exchange an item for another size?

Unfortunately, we cannot exchange any articles. The purchase amount of all the returned items will be reimbursed as soon as our Distribution Centre has received them. If you wish to exchange any articles, please place a new order.

Can I return an order if I no longer have the original box?

Yes. Please put the items you want to return in sturdy packaging (cardboard box) so they will not be damaged.

Account

How do I create an account?

You can create an account by clicking on ‘Create account’ in the ‘Login’ page.

If you want to start with our point program, please inquire this page. We will start you off with 1000 points if you follow us on LINE and create an account.

I forgot my password, what should I do?

When you forget your password, please click on the 'forgot my password' button at the login page. You will receive an email to reset your password.
If you have entered an incorrect password for more than 3 times your account will be locked. In this case, please contact our customer service

I can't log in. What should I do?

If you are experiencing problems trying to log in to the website, please check which error message you are receiving. The most common error is typing in a wrong e-mail address or password (make sure both CAPS LOCK and NUM LOCK are off). If you are unsure about your password you can always choose to create a new one by clicking on “I forgot my password” in the login page.
If you need help resetting your password, please contact Customer Service.

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.

Loyalty

What are the terms and conditions concerning loyalty points?

Receiving points:

  • On all purchases in our G-Star Stores and on G-Star.com, 1% points will be given to the total price excluding tax
  • In our Outlet stores, a 100 points will be given per purchase (max 1 per day)
  • SALE items are excluded from point earnings

Using points:
  • Points can be used on all items on G-Star.com and in G-Star Stores (including SALE items)
  • Points cannot be used in G-Star Outlet stores
  • Points cannot be used outside of Japan

How long does it take to receive my points after a purchase?

Please take the following delay times into account for the points to be added to your balance after a purchase in:
G-Star.com: 30 min
G-Star store: next day

I have connected my id, but my points are not added yet. What should I do?

Please wait for at least 2 hours for the points to be added. If the points are not added by this time, please contact our customer service.

I exchanged points for an online voucher, but did not receive the voucher? What should I do?

Please check if you can find your voucher in your account, under "My Vouchers". If your voucher is not created here, please contact our Customer Service here *insert link to contact*

Will my points be reimbursed in case of a return?

Yes, for purchases in our G-Star stores, your points will be reimbursed after you return the item. For purchases on G-Star.com, you will receive a new voucher code once. The second consecutive return will not result in a new voucher code.

Do points expire?

Yes, loyalty points will expire 1 year after your last point balance change. We will remind in time you to make sure that you can make use of your points.

How can I see my point balance?

You can see your point balance in LINE by clicking on "POINT BALANCE". If you do not have LINE you can find your point balance in your account on G-Star.com under "Exchange Loyalty Points"

What are the conditions of the 10,000 point campaign?

Every month we will give 1 lucky winner an extra bonus of 10000 points. To be eligible for the monthly draw the following conditions apply:


Two times per year, we will also do a bigger draw of 5 people. To be eligible for this draw the following conditions apply:
  • You have connected your id in the previous year: how to connect id here
  • OR you have made a purchase in the past 2 years, which is linked to your account:

    How to link a purchase to your account
    1. In store
    2. Online

  • You can only win 10,000 points once
  • If one G-Star account is linked to multiple LINE accounts, only the first linked account will enter the draw

Can I use the voucher discount after my order is confirmed?

Unfortunately, voucher coupons cannot be applied after payment is completed.

Can I use the point vouchers in combination with other voucher codes?

Only one voucher code is applicable per order. It is not possible to use multiple vouchers in one order.

Is it possible to reverse the point voucher to points?

Once the points are exchanged into a voucher code, it cannot be reversed.

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