Question 1

How can I find the right size and fit?

Accepted Answer

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.

Question 2

Can I change my order?

Accepted Answer

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.

Question 3

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

Accepted Answer

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

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

Question 4

Why can I not place an order?

Accepted Answer

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

Question 5

I received the wrong item

Accepted Answer

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

Question 6

Does G-STAR offer a student discount?

Accepted Answer

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.

Question 7

See something say something

Accepted Answer

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

Question 8

Will I receive a confirmation of my order?

Accepted Answer

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.

Question 9

How do I track my G-STAR order?

Accepted Answer

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.

Question 10

Why was my order canceled?

Accepted Answer

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.

Question 11

How do I track my G-STAR order?

Accepted Answer

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.

Question 12

What if I am not available to receive my order?

Accepted Answer

DHL delivers your package from Monday to Saturday. If you are not at home when your order is delivered, you will find an absence message in your mailbox indicating where you can pick up the package. You can also have the shipment delivered to the same address a second time.

Question 13

What are the delivery options & delivery costs?

Accepted Answer

We offer the following delivery options: Home delivery, DHL Express, and delivery to a Pickup Point.

For home delivery:

- Standard delivery with DHL Parcel.

- Shipping costs for home deliveries and deliveries to pickup points are 5.95 EUR.

Standard free shipping for orders above 50 EUR, if you subscribe to our newsletter, you will enjoy standard free delivery.. The delivery estimation time is 6-9 working days from the moment you place the order on G-Star.com.

For pickup point delivery:

- Collect at DHL Service Point.

For DHL Express delivery:

- Shipping costs for DHL Express are 7.95 EUR. Delivery time is 6 working days.

Question 14

I have not received my order yet

Accepted Answer

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

Question 15

My order is delayed

Accepted Answer

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.

Question 16

Can I modify my delivery address?

Accepted Answer

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 need assistance, please contact our customer service.

Question 17

Where can I receive my order?

Accepted Answer

You can ship your order to your home, office or any other address (no P.O. boxes) within Portugal.

Question 18

Does G-Star deliver to the Azores and Madeira?

Accepted Answer

Unfortunately we do not do deliveries to the Azores and Madeira at the moment.

Question 19

What are your payment options?

Accepted Answer

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

American express

Master card

Visa

PayPal

Apple Pay

Question 20

Where is my digital invoice?

Accepted Answer

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.

Question 21

When will I be charged for my order?

Accepted Answer

There is no limit to the order amount for credit card payments on G-Star.com.

Question 22

Secure Payment

Accepted Answer

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/

Question 23

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

Accepted Answer

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.

Question 24

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

Accepted Answer

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.

Question 25

How does a payment with PayPal work?

Accepted Answer

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.

Question 26

How does a payment with Visa, Mastercard and American Express work?

Accepted Answer

We accept payments by Visa, Mastercard and American Express. Like most trusted sites, we use SSL (Secure Socket Layer) technology to protect your personal information when it is sent over the internet. 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.

Question 27

How can I return my G-STAR order?

Accepted Answer

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.

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

The items you wish to return must not be worn or washed. You may try the items on to see whether

they fit or meet your expectations but, if you intend to return them, please ensure that the items 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, in their original packaging. Fill in the

attached Return form and put it in the box with the items you wish to return.

Question 28

What is the G-STAR return policy?

Accepted Answer

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.

When we receive the return package we will reimburse the amount, using the original payment method, to your account. You will 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 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.

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 5.95 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.

Question 29

What are the return options?

Accepted Answer

Please fill in the return form which you can find in your parcel. Stick the preprinted return label on the box with your return order.

Please drop your parcel at the closest DHL Servicepoint.

Find the closest service point at: dhlparcel.pt

You will receive a deposit slip from the carrier, please keep this slip for future reference till receipt of your shipment is confirmed by G-Star. When we have received your return package, you will receive an e-mail notification from us.

Question 30

When will I receive my money back?

Accepted Answer

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 will take 1-3 business days for the refund to reach 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. Depending on your original payment method, it takes 1-3 business days before you see your money refunded to your bank or credit card account.

Question 31

How long does it take to process a return?

Accepted Answer

From the moment you have returned your order it can take up to a week before we receive your order at our Distribution Centre. We check every returned order. As soon as this check has been made, we will reimburse (a part of) your payment. It can take up to a week for you to receive your reimbursement depending on your payment method (bank, credit card etc.).

Question 32

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

Accepted Answer

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

Question 33

What are the return costs?

Accepted Answer

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 5.95 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.

Question 34

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

Accepted Answer

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

Question 35

Where can I change my details?

Accepted Answer

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

Question 36

My question is not listed here.

Accepted Answer

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

Question 37

Where can I find the General Terms and Conditions?

Accepted Answer

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

Question 38

Where is the Privacy Policy?

Accepted Answer

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

Question 39

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

Accepted Answer

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

Question 40

What about the brand protection?

Accepted Answer

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/

Question 41

Why is raw denim durable?

Accepted Answer

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.

Question 42

Which products have lifetime warranty?

Accepted Answer

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

Question 43

Why don’t all products have lifetime warranty?

Accepted Answer

Not all products are designed to last a lifetime, some products have a specific design (e.g. tears on the knees) or characteristic such as light fabrics and washed textures (especially for summer seasons which makes the products more vulnerable.

Question 44

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

Accepted Answer

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.

Question 45

How can I get my welcome promo code?

Accepted Answer

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!

Question 46

What are vouchers/promo codes terms and conditions?

Accepted Answer

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.

Question 47

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

Accepted Answer

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.

Question 48

What is CLUB-G?

Accepted Answer

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.

Question 49

How do I become part of CLUB-G?

Accepted Answer

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

Question 50

How can I end my participation in CLUB-G?

Accepted Answer

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

Question 51

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

Accepted Answer

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.

Question 52

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

Accepted Answer

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

Question 53

Which countries participate in CLUB-G?

Accepted Answer

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.

Question 54

Which stores are participating to CLUB-G?

Accepted Answer

N/A

Question 55

Can I use the profile all over the world?

Accepted Answer

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

Question 56

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

Accepted Answer

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

Question 57

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

Accepted Answer

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.

Question 58

What do I get from being part of CLUB-G in Germany?

Accepted Answer

After sign-up to Newsletter/CLUB-G, you get a welcome gift from us and access to the following benefits: free shipping for all orders, birthday gift, exclusive giveaways, invites to special events, free Certified Tailors service. We will also surprize you with the benefits personally curated for you. Don't miss out, and keep a close eye on your mailbox.

Question 59

What do I get from being part of CLUB-G? NL, BE

Accepted Answer

After sign-up to Newsletter/CLUB-G, you get a welcome gift from us and access to the following benefits: birthday gift, exclusive giveaways, invites to special events, free Certified Tailors service. We will also surprize you with the benefits personally curated for you. Don't miss out, and keep a close eye on your mailbox.

Question 60

What do I get from being part of CLUB-G? UK, FR, US, CA

Accepted Answer

After sign-up to Newsletter/CLUB-G, you get a welcome gift from us and access to the following benefits: birthday gift, exclusive giveaways, invites to special events. We will also surprize you with the benefits personally curated for you. Don't miss out, and keep a close eye on your mailbox.

Question 61

Do I collect points in order to receive more benefits?

Accepted Answer

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.

Question 62

How do I get more benefits?

Accepted Answer

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.

Question 63

How can I use benefits? Germany

Accepted Answer

If you are a CLUB-G subscriber you get access to the following benefits. Free delivery - will apply automaticly on check-out but don't forget to use your email address you get CLUB-G emails to. Free Certified Tailor - You can find out here(link to the Certified Tailors page) For other personalised benefits like Birthday Gift, Exclusive Giveaways, and Invitation Only Events we will inform you in a separate email with additional detals and terms and conditions. Check your email regularly to enjoy more benefits.

Question 64

How can I use benefits? NL, BE

Accepted Answer

If you are a CLUB-G subscriber you get access to the following benefits. Free Certified Tailor - You can find out here(link to the Certified Tailors page) For other personalised benefits like Birthday Gift, Exclusive Giveaways, and Invitation Only Events we will inform you in a separate email with additional detals and terms and conditions. Check your email regularly to enjoy more benefits.

other relevant topics

FAQ

Ordering

Delivery & Shipping

Payment

Retours et remboursements

Généralités

Wear your denim till the end

Bons d'achat et promotions

CLUB-G

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