Returns

    How can I return my order?

    You can return an article up to 30 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 on 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, in their original packaging. Fill in the attached Return form and put it in the box with the items you wish to return.

    Please make sure you sign the Export Invoice For Returned Goods and stick it to the outside of the box in the plastic folder. Customs needs to be able to check the invoice before they can clear it for shipment to our warehouse in The Netherlands.

    For more info on your return options, see 'What are the return options?'.

    Make sure that your package is sent back using 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.

    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) 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'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.

    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?

    The enclosed label in your package contains the address to which the packet needs to be returned. You can return your order through a UPS Access Point. An overview of the Kiala / UPS Access Point in your area can be found here.
    You can contact UPS customer service to arrange a pick up. By telephone: 8007425877

    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.

    You can also return your order in a G-Star RAW store. Check the list below for stores that accept returns.

    G-Star RAW Store Toronto
    G-Star RAW Store Edmonton
    G-Star RAW Store Laval

    When will I receive my money back?

    The amount will be reimbursed to your bank or credit card account within 2-3 weeks of your package being picked up by UPS.

    How long does it take to process a return?

    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. It can take up to a week 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. This also applies when you’re a newsletter subscriber.

    Can I return my order in a store?

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

    G-Star RAW Store Toronto
    G-Star RAW Store Edmonton
    G-Star RAW Store Laval

    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.

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    855-478-2755

    service.ca@g-star.com

    Mon-Fri 09.00-20.00 | Sat 10.00-14.00

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