Question 1

How can I place an order?

Accepted Answer

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.

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

The delivery costs for your order are: 34.95 DKK.
Shipping is free on orders above 400 DKK. If you subscribe to our newsletter, you will always enjoy free delivery.

During times of promotion shipping costs may vary.

Question 14

What is the delivery time?

Accepted Answer

The delivery time is 3-4 working days.

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

Your order can be delivered to an Access Point where you can collect it. Click here to find your closest UPS Access point.

We can also deliver your orders to your office or home.

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

Are there any areas in my country PostNord can't deliver to?

Accepted Answer

Because of customs regulations we can’t deliver to the following areas:
- Faeröer Islands
- Helgoland

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

There is no limit to the order amount for credit card payments on G-Star.com. The payment limit for Klarna depends on your payment history with Klarna. G-Star has no control over the limit that they set for you.

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.

Question 23

Where can I fill in my voucher code?

Accepted Answer

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.

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 Klarna work?

Accepted Answer

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

Question 27

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 28

How can I return my order?

Accepted Answer

You can return an article up to 60 days after receiving it.

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.

Question 29

What are the rules concerning returning items?

Accepted Answer

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 UPS, 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.

Question 30

What are the return options?

Accepted Answer

There are two options to return your products.

Please contact UPS customer service to arrange a pick up.

By telephone: 35 25 80 80

Once the pick-up is arranged please fill in the return form which you can find in your parcel. Stick the preprinted return label on the box with your return order. Hand over your return to the UPS driver. You will receive a deposit slip from the driver, please keep this slip for future reference till receipt of your shipment is confirmed by G-Star. When we have received your return package, you will receive an e-mail notification from us.

In store returns:

G-STAR Store Copenhagen Fields

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 1-3 business days.

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

Question 31

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 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.

Question 32

How long does it take to process a return?

Accepted Answer

From the moment you have 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 reimburse (a part of) your payment. It can take up to 1-3 business days for you to receive your reimbursement depending on your payment method (bank, credit card etc.).

Question 33

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 34

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 35

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 36

Can I return my order in a store?

Accepted Answer

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

G-STAR Store Købmagergade
G-STAR Store Copenhagen Fields
G-STAR Store Copenhagen Fisketorvet
G-STAR Store Bruuns Galleri

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 within 1-3 business days. The return of articles is for free.
Items bought in the G-STAR Outlet store, can not be returned in one of the stores above

Question 37

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 38

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 39

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 40

Where is the Privacy Policy?

Accepted Answer

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

Question 41

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 42

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 43

Why is Raw denim durable?

Accepted Answer

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.’

Question 44

Which products have lifetime warranty?

Accepted Answer

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

Question 45

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 characteristics such as light fabrics and washed textures - especially for summer seasons, which makes the products more vulnerable.

Question 46

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 47

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 48

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 49

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 50

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 51

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 52

How can I end my participation in CLUB-G?

Accepted Answer

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

Question 53

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 54

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 55

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 56

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 57

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 58

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 59

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 60

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 61

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 62

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

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 63

Do I collect points in order to receive more benefits?

Accepted Answer

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.

Question 64

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.

other relevant topics

FAQ

Ordering

Delivery

Payment

Returns

General

Wear your denim till the end

Voucher & Sales

CLUB-G

Ben als eerste op de hoogte