Frequently Asked Questions

General

  • WHERE CAN I FIND TERMS & CONDITIONS?

    Click on "Terms & Conditions" on the bottom of any page.

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  • HOW CAN I CONTACT CUSTOMER SERVICES?

    Telephone or via email. This information can be found via 'Contact' at the bottom of any page.

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  • WHERE CAN I FIND THE PRIVACY POLICY?

    Click on "Privacy Policy" on the bottom of any page.

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  • I HAVE A QUESTION, WHICH I CANNOT FIND AN ANSWER FOR IN THE FAQ?

    Questions you do not get answered immediately, you can ask by phone or e-mail. You can find details under 'Contact us' at the bottom of any page.

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  • HOW DO I CHANGE MY PERSONAL INFORMATION?

    You can change your personal information via “Account” on the top right hand corner of any page.

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  • I WOULD LIKE TO WORK AT G-STAR. DO YOU HAVE ANY VACANCIES?

    All current vacancies are listed under "Careers" on the bottom of any page

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Ordering

  • HOW DO I PLACE AN ORDER IN THE G-STAR ONLINE SHOP?

    When you have selected a garment you wish to purchase, click "Add to Bag". To complete the purchase, click on the shopping cart on the top right hand corner of the screen. This will take you through to the checkout process, where you will enter your shipping and billing address and select a payment method.

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  • I’M HAVING TROUBLE SIGNING IN

    If you have trouble signing into our website, first check the specific text of the error message you received. The most common problem is a misspelled address or password (ensure both your CAPS LOCK and NUM LOCK facilities are off). If the problem persists, contact Customer Services (through the button”Contact us” at the bottom of any page) and we will email you a new password.

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  • HOW CAN I TRACK MY ORDER?

    You can follow the status of your order on your account page. 

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  • HOW DO I KNOW WHAT SIZE TO ORDER?

    If you do not have a current G-Star garment on which to base your size, click on the 'Size Guide', which you can find on every product page in the online shop. This converts body measurements to G-Star clothing sizes.

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  • CAN I SPECIFY A DIFFERENT SHIPPING ADDRESS?

    Yes. In the checkout process (step 4 – Delivery), you can add and select a different address from the billing address.

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  • HOW DO I CREATE AN ACCOUNT?

    Click on "Account" on the top right-hand corner of any page. Choose "Create account" and follow the instructions as requested.

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  • CAN I CHANGE MY ORDER?

    If your garments are still in the Shopping Bag, you can delete them at any time and choose alternative items. If you have completed the checkout process, including payment, then you can no longer make any changes. When you receive your order, you can return those products you do not wish to keep.

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  • CAN I CANCEL MY ORDER?

    That depends on its shipping status. Contact Customer Service as soon as possible, quoting your order number.

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  • HOW CAN I CONFIRM G-STAR HAS RECEIVED MY ORDER?

    After receiving your order, we will send a confirmation email. Receipt of this confirms your order has been successfully. If you created an account, then you can also find your order on your account page.

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  • WILL I HAVE TO PAY ANY ADDITIONAL TAXES AND DUTIES ON MY G-STAR ORDER?

    G-star will pay all relevant taxes and duties on your behalf. This means that the total cost of your order includes all relevant taxes and duties and no additional fees will be charged by your local customs authority.

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Payment

  • WHAT PAYMENT METHODS DO YOU ACCEPT?

    You can pay your order with credit card (VISA / Mastercard / American Express) and PayPal.

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  • Do I receive an invoice with my order?

    Yes. During the checkout process you will enter a billing address. If the shipping address and billing address are the same, the invoice will be attached to your order. If the two addresses are different, a standalone invoice will be sent to your billing address.

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  • HOW DOES PAYING WITH A CREDIT CARD WORK?

    If you choose to pay by credit card, you will be asked to fill in your credit card number, name, expiration date and CVC code during stage 3 of the checkout process. Funds are then debited immediately from your credit card supplier. Payments to G-Star are handled by a third-party, certified company, guaranteeing your privacy.

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  • HOW DOES G-STAR GUARANTEE THE SAFETY OF MY ONLINE PAYMENT?

    Like the vast majority of online stores, G-Star uses SSL (Secure Socket Layer) technology to protect user’s personal information when transmitted via the Internet. SSL is the standard for internet payments and is supported by Firefox, Microsoft Internet Explorer and other popular browsers. We use it to encrypt sensitive information before it is sent over the Internet.

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  • IS THERE A LIMIT ON THE ORDER AMOUNT?

    Depending on the payment method there can be a limit on the order amount. If you would like to pay by credit card the limit is CHF 1500 per order.

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Delivery

  • WHAT ARE THE SHIPPING COSTS FOR MY ORDER?

    Shipping is free on orders above CHF 190,-. On orders lower than CHF 190,- shipping costs are CHF 13,- per order.

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  • HOW LONG DO DELIVERIES TAKE?

    1-2 working days.

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  • CAN I DELIVER ORDERS TO DIFFERENT COUNTRIES?

    No. The delivery address for an order must be in the same country as the host web-shop.

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  • WHAT HAPPENS IF I’M NOT HOME WHEN THE ORDER IS DELIVERED?

    If our appointed delivery agent is unable to deliver your package, you will receive a UPS InfoNotice. With the InfoNotice number you can contact UPS to reschedule the delivery. If you do not contact UPS, they will do two more attempts on the following working days. After three tries, UPS will inform the G-Star customer service and we will try to get in touch with you.

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  • WHERE CAN I RECEIVE MY ORDER?

    Orders can be sent to an address of your choice, or to one of the following selected G-Star Stores:

    G-Star Raw Store Bern

    G-Star Raw Store Lausanne

    G-Star Raw Store Zurich

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Returns

  • WHAT ARE YOUR RULES ON RETURNS?

    Unworn items still bearing the original label and in original packing can be returned within 14 days of receipt. Full details of the return policy are outlined on your invoice.

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  • WHEN WILL I RECEIVE MY REFUND FOR A RETURNED PRODUCT OR ORDER?

    Funds will be debited to your bank or credit card account 2-3 weeks after your order is picked up by UPS.

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  • WHY DOES IT TAKE 2-3 WEEKS TO PROCESS MY REFUND?

    From the point at which your return is sent, it can take a further week to arrive back at our warehouse. Once a satisfactory check is completed on the returned item(s), we instruct our payment service provider to refund the relevant payment. Depending on your bank / Credit Card Company, it may take several days to one week before the money is credited to your bank or Credit Card account.

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  • HOW SHOULD I RETURN A PRODUCT WHEN THE PACKAGING IS DAMAGED?

    Place the items you wish to return in a sturdy carton box to ensure no damage is caused during transit.

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  • WHERE DO I SEND THE PRODUCTS I WANT TO RETURN?

    Please contact UPS customer service to arrange a pick up.

    By telephone: 0800-55-88-33

    Once the pick-up is arranged please fill in the return form which you can find in your parcel. Stick the pre-printed return label on the box with your return order.
    Hand over your return and signed Export Invoice For Returned Goods 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.

    NEW: IN STORE RETURNS

    You can also return your online order in one of the following selected G-Star Stores*:

    G-Star Raw Store Bern

    G-Star Raw Store Lausanne

    G-Star Raw Store Zurich

    *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 24 hours.

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  • CAN I RETURN AN ITEM I BOUGHT ONLINE TO A G-STAR STORE?

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

    G-Star Raw Store Bern

    G-Star Raw Store Lausanne

    G-Star Raw Store Zurich

    *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 24 hours.

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  • Is it possible to exchange an article for a different size?

    If you want articles replaced for a different size or color, or you want a different item, you will need to place a new order.

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  • DO I RECEIVE THE SHIPPINGCOSTS BACK WHEN I RETURN (PART OF) MY ORDER?

    You only receive your shippingcosts when you return your total order. Return costs can never be refunded.

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