Question 1

How can I place an order?

Accepted Answer

If you would like to buy one of our products just click on 'Place in shopping cart'. To finalize your order, click on the shopping cart which you will find at the top right corner of your screen. You will then be taken to the payment process page where you can fill in your delivery and billing address and choose your method of payment.

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

I can't log in.

Accepted Answer

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".

Question 4

Can I choose a different delivery address?

Accepted Answer

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

Question 5

What size should I order?

Accepted Answer

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.

Question 6

How do I create an account?

Accepted Answer

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

Question 7

Can I create a new password?

Accepted Answer

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.

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 can I track my order?

Accepted Answer

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.

Question 10

Can I cancel my order?

Accepted Answer

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.

Question 11

How can I track my order?

Accepted Answer

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.

Question 12

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

Accepted Answer

UPS will try to deliver your package three times. If possible, the UPS courier will deliver the package to one of your neighbours. If the third attempt to deliver your package fails, UPS will leave it at your nearest UPS / Kiala point. Your package will be held there for a period of 14 days.

Question 13

What are the delivery costs?

Accepted Answer

Shipping is free of charge.

Question 14

What is the delivery time?

Accepted Answer

Most in-stock items arrive within 2-6 business days after your order is shipped from our warehouse in Amsterdam, the Netherlands. ("Business days" means Monday-Friday, excluding holidays.) Please note that the tracking information will be visible after your order has passed through US customs.

Since delivery timeframes vary depending on destination, the most accurate estimate is provided in the shipping confirmation. The tracking information generally becomes visible 48 hours after you have ordered, though this depends on how fast the order passes through US Customs. Please note: Although we try our best to deliver your items within the estimated time frame, delivery dates are not guaranteed.

Please be aware that dispatch may take longer during SALE.

Question 15

Can I choose a delivery address abroad?

Accepted Answer

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.

Question 16

Where can I receive my order?

Accepted Answer

Where can I receive my order?

Orders can be sent to your home or office,or to one of the following G-Star stores:

G-STAR Store Beverly Hills

G-STAR Store Boston

G-STAR Store Cherry Hill

G-STAR Store Chicago

G-STAR Store Garden City

G-STAR Store Garden State Plaza

G-STAR Store Jersey City

G-STAR Store Las Vegas

G-STAR Store Los Angeles

G-STAR Store Miami

G-STAR Store Miami Beach

G-STAR Store New York 5th Avenue

G-STAR Store New York Broadway

G-STAR Store New York Soho

G-STAR Store New York Willamsburg

G-STAR Store Newport Beach

G-STAR Store Portland

G-STAR Store San Francisco Chestnut

G-STAR Store San Francisco Geary

G-STAR Store Santa Monica

G-STAR Store White Plains

Question 17

What is UPS My Choice®?

Accepted Answer

After your order has been shipped, you can customize your delivery options with UPS My Choice®.

UPS My Choice® allows you to personalize your delivery for maximum flexibility.

Benefits include:
Receiving pre-delivery notifications of incoming packages via email, text, or phone;
UPS Mobile™ App provides push notifications for timely updates;
Make changes to your delivery (date, time, location) while the package is in transit;
Sign for packages with ease;

Question 18

Does G-Star deliver to Alaska, Hawaii, Puerto Rico, or the U.S. Virgin Islands?

Accepted Answer

Unfortunately, we do not do deliveries to Alaska, Hawaii, Puerto Rico, or the U.S. Virgin Islands at the moment.

Question 19

Which payment methods are available?

Accepted Answer

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

Question 20

Will I receive an invoice of my order?

Accepted Answer

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

Question 21

Is there a maximum order amount?

Accepted Answer

Depending on the payment method there can be a limit on the order amount. There is no limit to the order amount for credit card payments on G-Star.com. For PayPal, the maximum order amount is 10000 USD.

Question 22

Is it safe to pay online at G-Star?

Accepted Answer

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.

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 23

Where can I fill in my voucher code?

Accepted Answer

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.

Question 24

Terms  and conditions use of discount voucher codes.

Accepted Answer

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

Question 25

How does a payment with PayPal work?

Accepted Answer

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

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

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 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 attached, in their original packaging. Fill in the
Return form you can find in the packaging and put it in the packaging 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.

Question 28

What are the rules concerning returning items?

Accepted Answer

Items that have not been worn and that still have the original label attached and are in the original 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. 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 of the returned item, 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.

Question 29

What are the return options?

Accepted Answer

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 Store Portland
G-STAR Store New York Williamsburg
G-STAR Store New York SoHo
G-STAR Store Los Angeles
G-STAR Store Chicago
G-STAR Store San Francisco Geary Street
G-STAR Store New York Broadway
G-STAR Store Miami Aventura Mall
G-STAR Store Miami
G-STAR Store Garden City
G-STAR Store New York 5th Ave
G-STAR Store Houston
G-STAR Store Beverly Hills
G-STAR Store Newport Beach
G-STAR Store Jersey City
G-STAR Store Las Vegas
G-STAR Store Garden State Plaza
G-STAR Store Cherry Hill
G-STAR Store White Plains
G-STAR Store King of Prussia
G-STAR Store Boston
G-STAR Store Santa Monica

* 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 Outlet store, can not be returned in one of the stores above.

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'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.).

Question 32

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

Accepted Answer

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

Question 33

Can I exchange an item for another size?

Accepted Answer

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.

Question 34

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

Accepted Answer

G-Star pays the delivery costs if you use our UPS courier.

Question 35

Can I return my order in a store?

Accepted Answer

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

G-STAR Store Portland
G-STAR Store New York Williamsburg
G-STAR Store New York SoHo
G-STAR Store Los Angeles
G-STAR Store Chicago
G-STAR Store San Francisco Geary Street
G-STAR Store New York Broadway
G-STAR Store Miami Aventura Mall
G-STAR Store Miami
G-STAR Store Garden City
G-STAR Store New York 5th Ave
G-STAR Store Houston
G-STAR Store Beverly Hills
G-STAR Store Newport Beach
G-STAR Store Jersey City
G-STAR Store Las Vegas
G-STAR Store Garden State Plaza
G-STAR Store Cherry Hill
G-STAR Store White Plains
G-STAR Store King of Prussia
G-STAR Store Boston
G-STAR Store Santa Monica

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.

Question 36

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 37

My question is not listed here.

Accepted Answer

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

Question 38

Where can I find the General Terms and Conditions?

Accepted Answer

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

Question 39

Where is the Privacy Policy?

Accepted Answer

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

Question 40

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 41

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 42

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 43

Which products have lifetime warranty?

Accepted Answer

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

Question 44

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 45

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 46

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 10% off (SALE items excluded)

Welcome to G-STAR family!

Question 47

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 48

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 49

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 50

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 51

How can I end my participation in CLUB-G?

Accepted Answer

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

Question 52

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 in official/ branded stores and on g-star.com or G-Star mobile app.

Question 53

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 54

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 from the 1st of November.

Question 55

Which stores are participating to CLUB-G?

Accepted Answer

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.

Question 56

Can I use the profile all over the world?

Accepted Answer

You can use your CLUB-G profile in official/ branded stores, and on g-star.com or G-Star mobile app in participating countries.

Question 57

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 58

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 59

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 60

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 61

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 62

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 63

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 64

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.

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