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FAQ

FAQ

TOP 3 QUESTIONS

How can I track my order?

You can check the status of your order on your account page. When your order has been put together, the status will change to 'completed'. You'll then receive a shipment confirmation with a track & trace code. You can track your package by filling in your code on www.auspost.com.au/parcels-mail/track. Please note address changes are not allowed once your order is confirmed and shipped out from our Warehouse. You must immediately contact G-Star Customer Service to arrange cancellation of your order so we can generate a refund or stop the order from being shipped out. A new order can be placed with new & correct address details.

How can I return my order?

NOTICE TO CUSTOMERS OF G-STAR AUSTRALIA
 
Please be advised on 15 May 2020 that Justin Walsh, Stewart McCallum and Samuel Freeman were appointed Joint and Several Administrators of G-Star Australia Pty Ltd (Administrators Appointed).
Please note the following changes with respect to returns / exchanges / refunds policy, for both in-store and online purchases:
 
Pre-appointment (purchases before 15 May 2020):
 
We do not offer refunds unless the item is faulty. Exchanges can only be done in-store provided:
 
1. You have a receipt/proof of purchase; and
2. The garments are unworn and unwashed; and
3. The tags are still attached. 
 
We do not offer exchange on underwear.
 
Post-appointment (purchases on or after 15 May 2020):
Exchanges can only be done in-store provided:
1. You have a receipt/proof of purchase; and
2. The garments are unworn and unwashed; and
3. The tags are still attached.
We do not offer exchange on underwear.
 
We do not offer refunds unless the item is faulty. 

If a garment is faulty and you have proof of purchase, you are entitled to choose between a refund or exchange in-store. Please contact our customer service at service.au@g-star.com

What is the delivery time?

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.

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