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

Est-il possible de modifier mes informations ?

Accepted Answer

Vous pouvez modifier vos informations personnelles dans votre compte G-Star. Apr&egrave;s vous &ecirc;tre identifi&eacute;, allez sur &laquo; Mon compte &raquo; pour modifier vos informations personnelles.

Question 37

Ma question ne se trouve pas dans la liste.

Accepted Answer

Contactez notre bureau Services client si vos questions ne se trouvent pas dans les pages du Service Client. Cliquez 'sur' pour vous rendre sur la page de contact.

Question 38

Quelles sont les Conditions Générales applicables ?

Accepted Answer

Vous trouverez toutes les Conditions Générales en cliquant sur la rubrique "Conditions générales "en bas de la page.

Question 39

Où se trouve la politique de confidentialité ?

Accepted Answer

Cliquez sur "Politique de confidentialité" situé en bas de la page.

Question 40

Je souhaiterais travailler avec G-Star. Avez-vous des postes vacants ?

Accepted Answer

Vous trouverez toutes nos offres d'emplois en cliquant sur la rubrique "Carrières" en bas de la page.

Question 41

Qu'en est-il de la protection de la marque ?

Accepted Answer

Pour plus d'informations sur l'authenticité de nos produits et les rapports de sitesweb frauduleux, veuillez visiter : https://www.g-star.com/help-info/brand-protection

Les autorités peuvent contacter notre partenaire en cas de questions : https://www.react.org/contact/

Question 42

Pourquoi le denim brut est-il durable ?

Accepted Answer

Le denim brut est la forme la plus pure du denim : il est con&ccedil;u avec soin pour durer toute une vie. Il n'a subi aucun traitement ni d&eacute;lavage suppl&eacute;mentaire au cours du processus de production, ce qui implique une consommation moindre d'eau et de produits chimiques nocifs, d'o&ugrave; le nom &laquo; brut &raquo;.

Question 43

Quels sont les produits bénéficiant d'une garantie à vie ?

Accepted Answer

Tous les articles du site Web portant une &eacute;tiquette ou un tampon &laquo; garantie &agrave; vie &raquo;.

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

Que dois-je faire lorsque le produit que j'ai acheté est endommagé et bénéficie d'une garantie à vie ?

Accepted Answer

Veuillez utiliser le localisateur de magasins pour trouver un couturier certifié près de chez vous. Si ce service n'est pas proposé dans votre région, veuillez contacter le service client ou un magasin G-Star près de chez vous.

Pour plus d'informations sur la garantie à vie, veuillez lire les conditions générales.

Question 46

Comment puis-je obtenir mon code promotionnel de bienvenue ?

Accepted Answer

Vous pouvez nous rejoindre et rester informé(e) des dernières actualités et offres ici.

Vous bénéficiez d'une remise unique de 10 % (articles en PROMOTIONS exclus) et de la livraison toujours gratuite lorsque vous êtes abonné(e) à la newsletter G-STAR.

Bienvenue chez G-STAR.!

Question 47

Quelles sont les conditions générales des bons d'achat/codes promotionnels ?

Accepted Answer

Les bons d'achat ne peuvent pas être appliqués sur les articles en promotion, sauf indication contraire.

Les bons d'achat ne peuvent être appliqués que sur une sélection d'articles, sauf indication contraire.

Les bons d'achat ne peuvent pas être appliqués sur des commandes passées précédemment. Il peut y avoir une valeur de commande maximale/minimale lorsque vous souhaitez appliquer un code promotionnel.

Une commande sur laquelle un bon d'achat a été appliqué doit être entièrement retournée ou annulée afin d'obtenir un bon de remplacement.

Question 48

L'article que j'ai acheté est maintenant disponible à un prix inférieur. Quelles sont mes options?

Accepted Answer

Veuillez noter que notre politique ne prévoit pas l'ajustement des prix. Cependant, si l'article que vous avez acheté est toujours disponible dans la même taille et couleur, et que la réduction est maintenant applicable, vous avez la possibilité de retourner votre commande : Vous pouvez initier un retour dans les 60 jours suivant votre achat, puis passer une nouvelle commande au prix réduit.

Question 49

Qu'est-ce que le CLUB-G ?

Accepted Answer

Le CLUB-G est un ensemble d'avantages spécialement conçus pour les personnes inscrites à la newsletter de G-Star. Vous profitez non seulement de bons d'achat, de promotions et d'un accès privilégié aux soldes, mais aussi d'expériences, d'événements, de cadeaux, de services et de produits offerts en exclusivité par G-Star. N'oubliez pas de vous inscrire au CLUB-G / à la newsletter pour recevoir des avantages personnalisés dans votre boîte mail.

Question 50

Comment devenir membre du CLUB-G ?

Accepted Answer

Il vous suffit de vous inscrire ici pour recevoir par e-mail les communications de G-Star. Vous bénéficierez ensuite d'offres personnalisées et de surprises du CLUB-G.

Question 51

Et si je souhaite quitter le CLUB-G ?

Accepted Answer

Il vous suffit de cliquer sur le lien « se désinscrire » accessible au bas de chaque e-mail du CLUB-G.

Question 52

Pourquoi dois-je lier mes achats à mon adresse e-mail/compte ?

Accepted Answer

Pour profiter de cadeaux personnalisés ou publicitaires, d'événements exclusifs et de services. Veillez à lier tous vos achats effectués dans les magasins officiels/de la marque et sur g-star.com ou l'application mobile de G-Star.

Question 53

Vais-je recevoir une carte d'abonnement / une preuve que je fais partie du club ?

Accepted Answer

Non, vous n'avez besoin d'aucune carte, d'aucun identifiant. La saisie de l'adresse électronique suffit à lier votre achat à votre profil CLUB-G.

Question 54

Quels pays participent au CLUB-G ?

Accepted Answer

Le CLUB-G est disponible pour les personnes inscrites à la newsletter aux Pays-Bas, en Belgique, en Allemagne, en France, au Royaume-Uni, aux États-Unis et au Canada à partir du 1er novembre.

Question 55

Quels magasins participent au CLUB-G ?

Accepted Answer

Le CLUB-G sera déployé aux Pays-Bas, en Allemagne, aux États-Unis, en Belgique, en France, au Royaume-Uni et au Canada en octobre. En Australie et en Arabie Saoudite en novembre. Les autres pays en décembre.

Question 56

Puis-je utiliser mon profil dans le monde entier ?

Accepted Answer

Vous pouvez utiliser votre profil CLUB-G dans les magasins officiels/de la marque, et sur g-star.com ou l'application mobile de G-Star dans les pays participants.

Question 57

Puis-je lier mes achats G-Star effectués dans des pays où le CLUB-G n'est pas encore actif ?

Accepted Answer

Lorsque vous achetez des produits G-Star dans des pays autres que les pays participants, ceux-ci ne seront pas enregistrés sur votre compte.

Question 58

Puis-je lier mes achats G-Star effectués dans les magasins partenaires à mon compte CLUB-G ?

Accepted Answer

Lorsque vous achetez des produits G-Star auprès de nos partenaires (grands magasins, marketplaces du type Amazon, Zalando, etc. et boutiques en ligne autres que G-Star), ces produits ne sont pas enregistrés sur votre compte.

Question 59

Quels sont mes avantages en tant que membre du CLUB-G en Allemagne ?

Accepted Answer

Une fois inscrit à la newsletter / CLUB-G, vous recevez un cadeau de bienvenue de notre part et avez accès aux avantages suivants : livraison gratuite pour toutes les commandes, cadeau d'anniversaire, cadeaux exclusifs, invitations à des événements, service gratuit Certified Tailors. Vous serez également surpris par les avantages qui vous sont personnellement réservés. Ne manquez pas cette occasion et surveillez de près votre boîte mail.

Question 60

Quels sont mes avantages en tant que membre du CLUB-G ? Pays-Bas, Belgique

Accepted Answer

Une fois inscrit à la newsletter / CLUB-G, vous recevez un cadeau de bienvenue de notre part et avez accès aux avantages suivants : cadeau d'anniversaire, cadeaux exclusifs, invitations à des événements, service gratuit Certified Tailors. Vous serez également surpris par les avantages qui vous sont personnellement réservés. Ne manquez pas cette occasion et surveillez de près votre boîte mail.

Question 61

Quels sont mes avantages en tant que membre du CLUB-G ? Royaume-Uni, France, États-Unis, Canada

Accepted Answer

Une fois inscrit à la newsletter / CLUB-G, vous recevez un cadeau de bienvenue de notre part et avez accès aux avantages suivants : cadeau d'anniversaire, cadeaux exclusifs, invitations à des événements. Vous serez également surpris par les avantages qui vous sont personnellement réservés. Ne manquez pas cette occasion et surveillez de près votre boîte mail.

Question 62

Dois-je accumuler des points pour bénéficier de plus d'avantages ?

Accepted Answer

Non, fini la collecte traditionnelle de points. Mais si vous reliez vos achats effectués dans les magasins officiels/de la marque et sur g-star.com ou l'application mobile e G-Star, nous serons en mesure de vous offrir encore plus d'avantages personnalisés.

Question 63

Comment obtenir plus d’avantages ?

Accepted Answer

Pour plus d'avantages, liez les achats éligibles, lisez nos e-mails et participez aux campagnes du CLUB-G. Inscrivez-vous pour des cadeaux exclusifs, participer à des événements du CLUB-G, etc

Question 64

Comment puis-je utiliser mes avantages ? Allemagne

Accepted Answer

Si vous êtes membre du CLUB-G, vous avez accès aux avantages suivants. La livraison gratuite - elle s'applique automatiquement lors du paiement, mais n'oubliez pas d'utiliser l'adresse e-mail à laquelle vous recevez les e-mails du CLUB-G. Service Certified Tailor gratuit - Accessible ici (lien vers la page Certified Tailors) Vous recevrez un e-mail distinct avec plus d'informations et les conditions générales pour d'autres avantages personnalisés tels que votre cadeau d'anniversaire, des cadeaux exclusifs et des événements sur invitation seulement. Vérifiez régulièrement vos e-mails pour bénéficier de plus d'avantages.

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