other relevant topics

FAQ

Find frequently asked questions below.

Track my order

Ordering

How can I place an order?

1. Browse the website to find your favorite G-STAR items.
2. Place an item in your shopping cart and click on it on the top right corner.
3. Check and arrange your order. Consider the address, delivery date and delivery method.
4. Finish by paying. This is possible using the payment methods reported at the page footer.
5. You will receive an order confirmation email, at the chosen address immediately after your payment.

Suggestions: If you do not have an account yet, you can create one when ordering. If you have a problem while ordering, clean your browser cookies and try again.

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.

I can't log in.

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. You can always choose to create a new password by clicking on your name in the top right corner and then on "Change password".

Can I choose a different delivery address?

Yes, during check-out you can choose to 'Add a new address' where you can enter a different address than the billing address.

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.

How do I create an account?

By clicking on 'Login' at the top right corner of your screen and choosing 'Create account'.

Can I create a new password?

Click on 'Forgotten password?' and enter your email address. In a few minutes, you'll receive an email with a link to a page where you can enter a new password.

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 can I track my order?

There are two ways to check the status of your order:

• In your G-Star account: When you log in at G-Star.com and go to “My Account” and then “My orders” you can check the status of the shipment of your order.
When your order has been fully processed, the status will show as “completed”.
Once the order has been shipped the status says “shipped” and a link with the T&T number will appear under the status.
When you click on the link, you will be forwarded to the site of the responsible courier and the tracking info of your order will appear.
Please note that the tracking link is only activated the moment the courier has received the package.

• E-mail: When the package has been shipped out you will receive a shipping confirmation by e-mail with a tracking link of the shipment.
When you click on the link, you will be forwarded to the site of the responsible courier and the tracking info of your order will appear.
Please note that the tracking link is only activated the moment the courier has received the package.

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.

Delivery

How can I track my order?

There are two ways to check the status of your order:

• In your G-Star account: When you log in at G-Star.com and go to “My Account” and then “My orders” you can check the status of the shipment of your order.
When your order has been fully processed, the status will show as “completed”.
Once the order has been shipped the status says “shipped” and a link with the T&T number will appear under the status.
When you click on the link, you will be forwarded to the site of the responsible courier and the tracking info of your order will appear.
Please note that the tracking link is only activated the moment the courier has received the package.

• E-mail: When the package has been shipped out you will receive a shipping confirmation by e-mail with a tracking link of the shipment.
When you click on the link, you will be forwarded to the site of the responsible courier and the tracking info of your order will appear.
Please note that the tracking link is only activated the moment the courier has received the package.

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

DHL delivers from Monday to Saturday in four different time windows. In general, DHL will try to offer your package first in the afternoon. When you want to know in which time window your DHL carrier comes to you, please visit www.dhlparcel.nl.

To ensure that you receive your order as quickly as possible, your package can also be delivered to your neighbors. In that case the delivery person will leave a message with you stating which neighbors this is. Are you not at home when the deliverer comes by, and can the package not be delivered to the neighbors? Then you will find a card in the mailbox with a delivery code. Using that delivery code and your zip code you can select a new delivery option.

DHL can deliver your package to a DHL Service Point. You can also choose for DHL Evening Delivery (18:00-21:00), by selecting your preferred time slot whenever you place an order.

Are there delivery costs?

No, delivery is free of charge.

What is the delivery time?

The delivery time is 1-2 working days. Please be aware that dispatch may take longer during SALE.

DHL can deliver your package to a DHL Service Point. You can also choose for DHL Evening Delivery (18:00-21:00), by selecting your preferred time slot whenever you place an order.

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.

Where can I receive my order?

You can have your order delivered in three ways.

1) You can pick up your order at selected G-Star stores:

G-STAR Store Almere
G-STAR Store Amsterdam PC Hooftstraat
G-STAR Store Amsterdam Rokin
G-STAR Store Arnhem
G-STAR Store Breda
G-STAR Store Den Bosch
G-STAR Store Den Haag
G-STAR Store Eindhoven
G-STAR Store Enschede
G-STAR Store Groningen
G-STAR Store Haarlem
G-STAR Store Leiden
G-STAR Store Leeuwarden
G-STAR Store Maastricht
G-STAR Store Nijmegen
G-STAR Store Rotterdam Alexandrium
G-STAR Store Rotterdam Lijnbaan
G-STAR Store Rotterdam Meent
G-STAR Store Utrecht
G-STAR Store Zwolle

G-STAR Women Store Alkmaar
G-STAR Women Store Amersfoort
G-STAR Women Store Amstelveen
G-STAR Women Store Amsterdam
G-STAR Women Store Utrecht

You will receive a pick-up confirmation the moment your order has arrived in the store.

2) You can pick up your order at one of the 1500 DHL Service Points. Click here to find your closest DHL Service Point. You receive a notification by sms or by e-mail when your order has arrived and ready to be picked up. Your order will be kept for 7 days before it will be returned back to our distribution center.

3) Or you can ship your order to your home, office or another address (no P.O. boxes) within The Netherlands.

Can I have my order delivered in the evening?

You can also have your order delivered in the evening. DHL doesn't deliver in the evening to the postal codes below: 

1011, 1012, 1026 t/m 1028
1041 t/m 1047, 1092 t/m 1095
1099, 1101 t/m 1105, 1117 t/m 1119
1151, 1153, 1154, 1156, 1454
1505, 1511, 1791 t/m 1797
2023, 3133, 3197 t/m 3199, 3999
4761, 4782, 4791, 4877 t/m 4879
6598, 7511, 7514,8446 t/m 8448
8466, 8471, 8501, 8881 t/m 8885
8891 t/m 8897, 9161 t/m 9164, 9166

Payment

Which payment methods are available?

At the bottom of each page, you will find the different payment methods.

Will I receive an invoice of my order?

Yes, you will. 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.

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

Is there a maximum order amount?

There may be a maximum amount, depending on the payment method you choose. If you use PayPal, the maximum amount is €10,000. If you use iDeal or creditcard to pay for your order, there is no limit to your order amount. The payment limit for Afterpay depends on your payment history with Afterpay. G-Star has no control over the limit that they set for you.

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.

Where can I fill in my voucher code?

By clicking on the shopping cart a page will open containing an overview of your order. Under your item(s), you will 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
  • Possibly only applicable on selected items
  • Possibly only applicable on orders with a minimum / maximum order value
  • 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

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.

How does a payment with AfterPay work?

With Afterpay you have the option to pay later. After receiving your order, within a few days you'll get a payment overview by e-mail from Afterpay. After receiving your payment overview, you will have 14 days to pay for your order. For any questions about payment please contact Afterpay.

How does a payment with iDEAL work?

With iDEAL you can safely and easily make online payments. You can settle your balance in the familiar internet banking environment of your own bank.

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

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.

Returns

How can I return my order?



You may try on the items (with the exception of underwear) to see whether they fit and if the model meets your expectations. Underwear may only be returned in its original, unopened packaging. 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 shoebox in another box.



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. 



For more info on your return options, see 'What are the return options?’



You are liable for any diminished value of the product(s) meaning that all items are returned in the same condition they were in upon your receipt; the items should not have been damaged, soiled, washed, altered or worn (other than to try the item on) and any labels or tags should be intact. The items should be returned with price tag and labels attached, in original packaging.



Returning packages using a different label then the one provided is at your own risk. If anything should happen to the package, G-Star cannot be held liable.



What are the rules concerning returning items?

Under EU law you have the right to withdraw from the contract you have concluded with us within 14 calendar days after delivery of the products. Because it is important to us that you are happy with the products you have ordered, we have extended this withdrawal period to 60 calendar days for orders you place on G-Star.com. 
You can let us know that you want to return the products within 60 calendar days after the product is delivered to you, without giving us any reason. Please note that if you have ordered multiple products in one order which are delivered separately, this 60 day period starts running on the day after the day on which the last product has been delivered. 
You can exercise your right of withdrawal by informing us that you want to return the products, by using the model withdrawal form that you can find here. Withdrawal form
You can also inform us by another unequivocal statement (e.g. a letter sent by post or e-mail). To meet the withdrawal deadline, it is sufficient that you send this statement to us before the withdrawal period ends.

You have an obligation to return the products to us without undue delay and no later than 14 days from the day on which you have communicated your decision to return the products to us. If you return the products using DHL, you will not incur any costs for returning the products. If you choose to return the products in a different way, you will have to pay the return costs yourself.
If you want to return products, we ask that you do not use them in any other way than what is reasonably necessary to decide if you want to keep the products. This means that you are allowed to fit the items, but that you cannot wear or wash them. Note that if you do not comply with the foregoing and the value of the product diminishes as a consequence thereof, we can hold you liable for such diminished value. We also request that you return the products in the original packaging and with the labels attached, were possible, and that you add the return form in the box in which you return the goods, to help us process the return. If you are returning shoes, please put the original shoe box in another box. Please note that underwear and face masks can, for hygienic reasons, only be returned in its original, sealed and unopened packaging.

If you inform us that you wish to return a product, we shall reimburse to you all payments received, including the delivery costs (with the exception of any supplementary costs resulting from your choice of delivery other than the least expensive type of standard delivery offered by us) and in any event not later than 14 days from the day on which we are informed about your decision to exercise your right of withdrawal.
We may withhold the reimbursement until we have received the products back or until you have supplied evidence of having sent back the products, whichever is earliest. We will carry out your reimbursement using the same means of payment you used for your initial transaction.

What are the return options?

There are two options you can use to return your products.

1) You can return your online order in selected G-Star stores:

G-STAR Store Almere
G-STAR Store Alkmaar
G-STAR Store Amersfoort
G-STAR Store Amstelveen
G-STAR Store Amsterdam Kalverstraat
G-STAR Store Amsterdam PC Hooftstraat
G-STAR Store Amsterdam Rokin
G-STAR Store Arnhem
G-STAR Store Breda
G-STAR Store Den Bosch
G-STAR Store Den Haag
G-STAR Store Enschede
G-STAR Store Groningen
G-STAR Store Leiden
G-STAR Store Leeuwarden
G-STAR Store Nijmegen
G-STAR Store Rotterdam Alexandrium
G-STAR Store Rotterdam Lijnbaan
G-STAR Store Rotterdam Meent
G-STAR Store Utrecht
G-STAR Store Zwolle


* An order can only be returned from the country in which the order was made. Note: if you use a G-Star store to return your item(s) you cannot exchange an item for a different one or receive your money back instantly. However, when we receive your returned article, the return amount will be reimbursed to you, using the original payment method, within 24 hours.

2) You can drop off your return at one of the 1500 DHL Service Points. Click here to find your nearest DHL Service Point. Don't forget to ask for a return receipt.

In both ways please fill in the attached return form and put the form back in the box.

Please note: items bought in the G-STAR Outlet store, can not be returned in one of the stores above.

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 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 it takes 1-3 business days, depending on your original payment method, before you see your money refunded to your bank or credit card account.

How long does it take to process a return?

When you return your items at one of the selected G-Star stores it takes 1-3 business days, depending on your original payment method, before you see your money refunded to your bank or credit card account.

When you have returned your order via DHL Service Point, it can take up to a week before we receive your returned items at our Distribution Centre. After receival we check every returned item and we will reimburse (a part of) the amount of money via the orginal payment method. Depending on your used payment method, it can take up to 1 - 3 business days to see the money on your account.

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.

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 my order in a store?

Yes. You can return your item by mail, or to one of the following selected G-Star Stores:

G-STAR Store Almere
G-STAR Store Alkmaar
G-STAR Store Amersfoort
G-STAR Store Amstelveen
G-STAR Store Amsterdam Kalverstraat
G-STAR Store Amsterdam PC Hooftstraat
G-STAR Store Amsterdam Rokin
G-STAR Store Arnhem
G-STAR Store Breda
G-STAR Store Den Bosch
G-STAR Store Den Haag
G-STAR Store Enschede
G-STAR Store Groningen
G-STAR Store Leiden
G-STAR Store Leeuwarden
G-STAR Store Nijmegen
G-STAR Store Rotterdam Alexandrium
G-STAR Store Rotterdam Lijnbaan
G-STAR Store Rotterdam Meent
G-STAR Store Utrecht
G-STAR Store Zwolle


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 the G-STAR Outlet store, can not be returned in one of the stores above.

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 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, meaning less water and harmful chemicals are used - hence the name ‘raw.’

Which products have lifetime warranty?

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

Why don’t all products have lifetime warranty?

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

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 10% 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 in official/ branded stores and 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 from the 1st of November.

Which stores are participating to CLUB-G?

CLUB-G will be rolled out in NL, DE,US,BE,FR,UK,CAN in october. AU, SA in november. Rest of markets in december.

Can I use the profile all over the world?

You can use your CLUB-G profile in official/ branded stores, and 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.

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

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.

Do I collect points in order to receive more benefits?

No more traditional point-collecting. However, if you link your purchases made in official/ branded stores and 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?

Yes, offers and surprises can be used in branded/official G-Star stores. Offers may differ online and in store.

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 in official/ branded stores and 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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