Returns

How can I return my order?

All G-Star RAW stores in your area have been temporarily closed because of the COVID-19 situation. This also applies to many package drop-off points. Therefore, the 30-day free return period will start once our stores have re-opened. We want you to be completely satisfied with your purchases and make sure that you have enough time to reflect on your new items. 
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.

What are the rules concerning returning items?

Items that have not been worn and that still have the original label and packaging may be returned within 30 days after receiving them. You may try on the items (with the exception of underwear and face masks) to see whether they fit and if the model meets your expectations. Underwear and face masks may only be returned in their original, unopened packaging. You cannot exchange items. When we receive the return package we will reimburse the amount, using the original payment method, to your account. You will find all the details concerning our Returns policy on your invoice. Be careful: if you are returning shoes, you must put the original shoe box in another box.

G-Star RAW holds the right to send items back to the customer in case the item looks washed, worn or shows any form of damage that is clearly not a production flaw.

 
In the exceptional case that item(s) are missing from a returned order G-Star RAW will reimburse the loss. However, G-Star RAW holds the right to decline a refund request in case of frequently repeated irregularities based on the order history of the customer.

What are the return options?

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.

Please drop your parcel at the closest Austria post point.

Find the closest Austria post point at: www.post.at/sf/standortfinder

You will receive a deposit slip from the post, please keep this slip for future reference until the 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 RAW Store Innsbruck

G-Star RAW Store Vienna Neubaugasse

G-Star RAW Store Vienna SCS

G-Star RAW Store Salzburg

*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 1-3 business days.

*Important: items bought in the G-Star RAW Outlet store, can not be returned in one of the stores above.

When will I receive my money back?

When your return is received by our warehouse, we aim to process it within 2-3 business days. Depending on your original payment method, it will take 1-3 business days for the refund to reach your bank or credit card account. Please note: during SALE this processing time may take longer than indicated above. 

When you return your items at one of the selected G-Star stores 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.

How long does it take to process a return?

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 1-3 business days for you to receive your reimbursement depending on your payment method (bank, credit card etc.).

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

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

Can I exchange an item for another size?

Unfortunately, we cannot exchange any articles. The purchase amount of all the returned items will be reimbursed as soon as our Distribution Centre has received them. If you wish to exchange any articles, please place a new order.

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

The delivery costs will only be reimbursed when an entire order is returned.

Can I return my order in a store?

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

G-Star RAW Store Linz
G-Star RAW Store Innsbruck
G-Star RAW Store Vienna Neubaugasse
G-Star RAW Store Salzburg
G-Star RAW Store Vienna SCS

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. 
Items bought in the G-Star RAW Outlet store, can not be returned in one of the stores above.

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