- How can I return my order?
You can return an article up to 30 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 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, in their original packaging. Fill in the attached Return form and put it in the box with the items you wish to return.
You have three options for returning your order. For more info, see 'What are the return options?'.
Make sure that your package is sent back using UPS. In your package, you'll find a Return label for UPS.
Returning packages using a different courier 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?
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 (with the exception of underwear and face masks) to see whether they fit and if the model meets your expectations. Underwear and face masks may only be returned in their 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'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?
There are two options you can use to return your products.
The label included in your package states the address to which you should return your package. If you no longer have the Return label, please contact our Customer Services to receive a new one. Please refer to the section Help & Info for contact details.
You can also return your purchased items at one of the selected G-Star stores:*
G-Star RAW Store Beverly Hills
G-Star RAW Store Garden City
G-Star RAW Store Garden State Plaza
G-Star RAW Store Houston
G-Star RAW Store Miami Aventura Mall
G-Star RAW Store Pentagon
* 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, generally within 1 working day but it can take up to 1-2 weeks, depending on your payment method (bank, credit card, etc.). Contact the free UPS customer service to have the item picked up.
Contact UPS by phone: 1-800-742-5877
If you plan to have your package picked-up, please fill in the Return form form that you can find in the packaging. Stick the printed Return label on the packaging with the product you wish to return and give the package to the UPS driver.
Please note: items bought in the G-Star RAW 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, 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.
- How long does it take to process a return?
From the moment you've 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 order the reimbursement of (a part of) your payment. Generally, you will receive the reimbursement within 1 working day but it can take up to 1-2 weeks, depending on your payment method (bank, credit card etc.).
- Can I return an order if I no longer have the original packaging?
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.
- Will the delivery costs of my returned item(s) be reimbursed?
G-Star pays the delivery costs if you use our UPS courier.
- Can I return my order in a store?
In the face of the worldwide implications of COVID-19, we are doing everything we can to make sure everybody stays safe in these uncertain and trying times. To ensure everyone’s wellbeing, all stores in your area have been temporarily closed. To stay informed on re-openings, please check our storefinder. This page will be continuously updated in line with current information.