Returns

What are the return options?

The enclosed label in your package contains the address to which the package 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 Edmonton
G-Star RAW Store Laval 

Can I return my order in a store?

Yes. You can return your item by using our return model, or to one of the following selected G-Star Stores:
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 1-3 business days.

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 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.

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 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 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.

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 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.

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