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

You can check the status of your order on your account page. When your order is ready, the status will change to 'completed'. You will then receive a shipment confirmation with a track & trace code. You can track your package by filling in your code on www.aupost.com.

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

You can check the status of your order on your account page. When your order is ready, the status will change to 'completed'. You will then receive a shipment confirmation with a track & trace code. You can track your package by filling in your code on www.aupost.com.

Question 12

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

Accepted Answer

Australia Post will try to deliver your package to your nominated address as requested by you. If the first attempt to deliver your package fails, Australia Post will leave your package at your nearest Australia Post Office with a &ldquo;Sorry we missed you Card&rdquo; which you can show at the Post office to collect your package with acceptable Identification. Your package will be held there for a period of 10 days and will be sent back to the G-Star Warehouse to be reprocessed and cancelled if not collected.

Question 13

What are my delivery options?

Accepted Answer

We do deliver to Parcel Lockers but the address needs to be entered in full (including state code and postcodes). You can validate your address on www.auspost.com.au/locate.

Question 14

What are the delivery costs?

Accepted Answer

The delivery costs for your order are AUD 7.50. Shipping is free on orders above AUD 75. If you subscribe to our newsletter, you will always enjoy free delivery.

During times of promotion shipping costs may vary.

Question 15

What is the delivery time?

Accepted Answer

Most in-stock items arrive within 3-5 business days after your order is shipped from our warehouse in Pemulwuy, Australia. ("Business days" means Monday-Friday, excluding holidays.) We also ship orders from our warehouse in Amsterdam, The Netherlands and these items will arrive within 5-8 business days.

The time of delivery will depend on your delivery location within Australia. Please note that the tracking information will be visible after your order has passed through the Australia Post Network. Since delivery timeframes vary depending on destination, the most accurate estimate is provided in the shipping confirmation. The tracking information generally becomes visible within 48 hours placing the order, though this depends on how fast the order passes through the Australia Post Network. 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 16

Can I choose a delivery address abroad?

Accepted Answer

The delivery address must be in the same country as the Online Store in question.

Question 17

Where can I receive my order?

Accepted Answer

Orders can be sent to your home or office, a pick up point of your choice, or to one of the following G-Star stores:

G-STAR Store Gold Coast Robina
G-STAR Store Gold Coast Pacific Fair
G-STAR Store Melbourne Central
G-STAR Store Melbourne Chadstone
G-STAR Store Melbourne Crown Casino
G-STAR Store Melbourne Emporium
G-STAR Store Perth Wesley Quarter
G-STAR Store Sydney Bondi
G-STAR Store Sydney Parramatta
G-STAR Store Sydney The Star

G-STAR Store Macarthur Square

G-STAR Store Sunshine Plaza G-STAR Store Sydney World Square

Question 18

Can I have my order delivered to a P.O. box or Parcel Locker?

Accepted Answer

We do deliver to Parcel Lockers but the address needs to be entered in full (including state code and postcodes). You can validate your address on www.auspost.com.au/locate.

Question 19

Can I have my order delivered in the evening?

Accepted Answer

We do deliver to Parcel Lockers but the address needs to be entered in full (including state code and postcodes). You can validate your address on www.auspost.com.au/locate.

Question 20

Which payment methods are available?

Accepted Answer

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

Question 21

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 22

Is there a maximum order amount?

Accepted Answer

There may be a maximum amount, depending on the payment method you choose. There is no limit to the order amount for credit card payments on G-Star.com. For PayPal, the maximum order amount is 14000 AUD.

Question 23

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/

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 24

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 25

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 26

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 27

How does a payment with AfterPay work?

Accepted Answer

Afterpay allows you to pay your G-STAR purchase in four equal installments without any interest, due every two weeks. The only fees that may apply are late fees for missed payments. The first installment is 25% of your total order amount and this will be immediately charged to you by Afterpay.

When you choose Afterpay in the check-out, you will be asked to log in to your Afterpay account to confirm your payment. The maximum order amount is 1000 AUD. For any questions about your payment, please contact Afterpay for further assistance. More information: https://www.afterpay.com/.

Question 28

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 29

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 and meet your expectations. If you intend on returning them, please ensure that the items do not pick up unpleasant odours as 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 two options for returning your order. For more info, check 'What are the return options?'. Make sure that your package is sent back using Australia Post only. In your package, you'll find a Return label for Australia Post with a completed consignment ready to go with Tracking ID consignment details. Returning packages using a different courier is at your own risk. If anything should happen to the package, G-Star cannot be held liable. Please drop your package off at any Post office within Australia and allow 3 to 5 business days for your return to be received, checked and credit processed.

Question 30

What are the rules concerning returning items?

Accepted Answer

Items that have not been worn and that still have the original labels 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. 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 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 31

What are the return options?

Accepted Answer

There are two options to return your products.
You can return your online order in one of the following selected G-Star Stores*:

G-STAR Store Canberra
G-STAR Store Brisbane Queens Plaza
G-STAR Store Melbourne Central
G-STAR Store Pacific Fair
G-STAR Store Crown Melbourne
G-STAR Store Melbourne Emporium
G-STAR Store Sydney Parramatta
G-STAR Store Melbourne Doncaster
G-STAR Store Warringah Mall
G-STAR Store Sydney Bondi
G-STAR Store Melbourne Chadstone
G-STAR Store Robina
G-STAR Store Melbourne Highpoint
G-STAR Store Sydney World Square
G-STAR Store Sydney The Star
G-STAR Store Perth
G-STAR Store Perth Garden City
G-STAR Store Sydney Pitt St

An order can only be returned in the same country the order was placed. Note: if you return your item(s) in a G-Star store, you cannot exchange or receive your money back in cash. When your return is processed by the store, the item price will be refunded to the original payment method within 24 hours.

You can also return your articles via Australia Post.
In your package, you'll find a Return label for Australia Post with a completed consignment ready to go with Tracking ID consignment details. Returning packages using a different courier is at your own risk. If anything should happen to the package, G-Star cannot be held liable. Please drop your package off at any Post office within Australia and allow 3 to 5 business days for your return to be received, checked and credit processed. For the nearest Post Offices click here.

The return is only free via Australia Post.

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

Question 32

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 33

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 will reimbursement of (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 34

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 35

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 36

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 37

Can I return my order in a store?

Accepted Answer

Yes. You can return your item to one of the following selected G-Star Stores*:

G-STAR Store Brisbane Queens Plaza
G-STAR Store Melbourne Central
G-STAR Store Pacific Fair
G-STAR Store Crown Melbourne
G-STAR Store Melbourne Emporium
G-STAR Store Sydney Parramatta
G-STAR Store Melbourne Doncaster
G-STAR Store Warringah Mall
G-STAR Store Sydney Bondi
G-STAR Store Melbourne Chadstone
G-STAR Store Robina
G-STAR Store Melbourne Highpoint
G-STAR Store Sydney World Square
G-STAR Store Sydney The Star
G-STAR Store Perth
G-STAR Store Perth Garden City
G-STAR Store Sydney Pitt St

*It is only possible to exchange items in the same country the order was placed.

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 38

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 39

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 40

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 41

Where is the Privacy Policy?

Accepted Answer

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

Question 42

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 43

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 44

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 45

Which products have lifetime warranty?

Accepted Answer

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

Question 46

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 47

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 48

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 49

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 50

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 51

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 52

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 53

How can I end my participation in CLUB-G?

Accepted Answer

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

Question 54

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 55

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 56

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 57

Which stores are participating to CLUB-G?

Accepted Answer

N/A

Question 58

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 59

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 60

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 61

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 62

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 63

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 64

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.

other relevant topics

FAQ

Ordering

Delivery

Bezahlung

Returns

General

Wear your denim till the end

Gutschein & Sale

CLUB-G

Erfahre es zuerst