Delivery

How can I track G-Star RAW my order?

We always aim to ship your order within 24 hours after purchase. Tracking information will be shared with you via email. There are two easy ways to track your order status:

Option 1: Click on “Track my order” You need to fill in your zip code and your order number

Option 2: If you have a G-Star account, please log in to your G-Star account and navigate to “View my orders” You will be able to view your order history and see the tracking information for each order.

NOTE: Orders that are placed as guest can only be tracked via “option 1”

In case you still need assistance, please contact customer service.

What if I am not available to receive my order?

Your order will be delivered to a pick-up location near your address or it will be returned to G-Star RAW as undeliverable.

In each case, you will be able to view the delivery status via the carrier portal or “where is my order”.

In case you still need assistance, please contact customer service.

What are the delivery options & delivery costs?

We currently offer the following delivery option:
Standard shipping to your home, office or Packstation. The delivery estimation time is 2-3 days from the moment you place the order on G-Star.com
The shipping costs are 4,95 EUR for orders below 50 EUR. 
 
You enjoy always free shipping if you are subscribed to our newsletters. Not subscribed yet? 

I received the wrong item

In case you receive a wrong, damaged or defective item, you can immediately return your item free of charge and place a new order.

My order is delayed

We are sorry to hear that. We aim to ship your order within 24h after receiving it; however, please allow 48 hours for tracking information to be shared with you via email.

Has your order been placed more than 48 hours ago and you still haven’t received the shipping confirmation?

Please follow the below steps: 

 Step 1: Check your order status via “Where is my order

 Step 2: Check the track and trace “if available” 

 Step 3: If the estimated delivery time has passed, please contact customer service

Note: The transit time from the moment you received your shipping confirmation to the estimated delivery time is 2-3 days. If this period has passed and you still haven’t received your order, please contact customer service

Please note that delivery times may be longer during SALE, Black Friday, and Cyber Monday.

Can I modify my delivery address?

Once your order is placed, we are able to modify your delivery address within 4 hours. We recommend that you contact our customer service via phone or chat in order to assist you quickly.

We aim to process every order as fast as possible, modifying an address is not always possible. You can also wait for the order to be shipped and contact the carrier to update the delivery address. 

In case you still need assistance, please contact our customer service.

I have not received my order yet

We are happy to assist you. If your order is marked as delivered but you are still missing your G-Star RAW item(s); please follow the below steps:

Step 1: Check if you received two or more shipping confirmations for the same order. This means that you will receive multiple packages separately. Make sure that you check each track and trace information for each of the item(s)

Step 2: Make sure that the delivery address shown in the carrier portal matches your delivery address; some carriers will deliver your parcel(s) to neighbors or a pick-up location 

Step 3: If your order still shows delivered but you were not able to locate it, please contact customer service

We insist on high standards and select climate protection projects based on both their environmental and social benefits. With DHL Express GoGreen climate neutral service we can help offset our greenhouse gas logistics emissions through investments in internationally recognized climate protection projects.

The emission calculation and offsetting of greenhouse gas emissions are verified by the Swiss-based auditor Société Générale de Surveillance SA (SGS). This happens in accordance with the global, cross-industry “GHG Protocol for Products” standard, the European Standard EN 16258 and ISO 14064 standards.

Delivery

How can I track G-Star RAW my order?

We always aim to ship your order within 24 hours after purchase. Tracking information will be shared with you via email. There are two easy ways to track your order status:

Option 1: Click on “Track my order” You need to fill in your zip code and your order number

Option 2: If you have a G-Star account, please log in to your G-Star account and navigate to “View my orders” You will be able to view your order history and see the tracking information for each order.

NOTE: Orders that are placed as guest can only be tracked via “option 1”

In case you still need assistance, please contact customer service.

What if I am not available to receive my order?

Your order will be delivered to a pick-up location near your address or it will be returned to G-Star RAW as undeliverable.

In each case, you will be able to view the delivery status via the carrier portal or “where is my order”.

In case you still need assistance, please contact customer service.

What are the delivery options & delivery costs?

We currently offer the following delivery option:
Standard shipping to your home, office or Packstation. The delivery estimation time is 2-3 days from the moment you place the order on G-Star.com
The shipping costs are 4,95 EUR for orders below 50 EUR. 
 
You enjoy always free shipping if you are subscribed to our newsletters. Not subscribed yet? 

I received the wrong item

In case you receive a wrong, damaged or defective item, you can immediately return your item free of charge and place a new order.

My order is delayed

We are sorry to hear that. We aim to ship your order within 24h after receiving it; however, please allow 48 hours for tracking information to be shared with you via email.

Has your order been placed more than 48 hours ago and you still haven’t received the shipping confirmation?

Please follow the below steps: 

 Step 1: Check your order status via “Where is my order

 Step 2: Check the track and trace “if available” 

 Step 3: If the estimated delivery time has passed, please contact customer service

Note: The transit time from the moment you received your shipping confirmation to the estimated delivery time is 2-3 days. If this period has passed and you still haven’t received your order, please contact customer service

Please note that delivery times may be longer during SALE, Black Friday, and Cyber Monday.

Can I modify my delivery address?

Once your order is placed, we are able to modify your delivery address within 4 hours. We recommend that you contact our customer service via phone or chat in order to assist you quickly.

We aim to process every order as fast as possible, modifying an address is not always possible. You can also wait for the order to be shipped and contact the carrier to update the delivery address. 

In case you still need assistance, please contact our customer service.

I have not received my order yet

We are happy to assist you. If your order is marked as delivered but you are still missing your G-Star RAW item(s); please follow the below steps:

Step 1: Check if you received two or more shipping confirmations for the same order. This means that you will receive multiple packages separately. Make sure that you check each track and trace information for each of the item(s)

Step 2: Make sure that the delivery address shown in the carrier portal matches your delivery address; some carriers will deliver your parcel(s) to neighbors or a pick-up location 

Step 3: If your order still shows delivered but you were not able to locate it, please contact customer service

We insist on high standards and select climate protection projects based on both their environmental and social benefits. With DHL Express GoGreen climate neutral service we can help offset our greenhouse gas logistics emissions through investments in internationally recognized climate protection projects.

The emission calculation and offsetting of greenhouse gas emissions are verified by the Swiss-based auditor Société Générale de Surveillance SA (SGS). This happens in accordance with the global, cross-industry “GHG Protocol for Products” standard, the European Standard EN 16258 and ISO 14064 standards.

General

Where can I change my details?

You can change your personal details in your G-Star account. After login, go to 'My account' to change your personal information.

My question is not listed here.

Ask our Customer Service Department any questions that are not answered on the Customer Service pages. Click 'Contact' for the contact page.

Where can I find the General Terms and Conditions?

You will find our Terms and Conditions by clicking on the link "Terms & Conditions" at the bottom of each page.

Where is the Privacy Policy?

Click on "Privacy Policy at the bottom of each page.

I would like to work for G-Star. Are there any vacancies?

You will find all the current vacancies by clicking on "Careers" at the bottom of each page.

What about the brand protection?

For information about our product authenticity and reports of fraudulent websites, please visit: https://www.g-star.com/help-info/brand-protection
 
Authorities can contact our partner in case of any questions: https://www.react.org/contact/

Ordering

How can I find the right size and fit?

Since sizes and measurements can vary across different categories and styles we do our best to assist you in finding the right size for you. You can navigate to the product you want to purchase and click on the size chart to determine your size. 
 
You can also find links to the appropriate size chart on all of our product pages.
 
You also benefit from a 60-day return policy.

Can I change my order?

When you have placed and paid for your order, it's prepared for transport almost immediately. As soon as the status of your order is 'completed', you can no longer change your order. If you wish you can return the entire order or any items that you don't want using the return procedure.

Why is my voucher code not applied to all items in my shopping bag?

Vouchers can’t be applied on sale items unless stated otherwise.

Vouchers can only be applied on selected items unless stated otherwise.

Why can I not place an order?

We always aim to make your online shopping fast and easy. In case you are having trouble completing your order, please follow the below steps: 
1- Double check your delivery and payment details, including the billing address for any missing or incorrect information.
2- Clear your cache and cookies before you try to place the order again.
3- Make sure that items in your shipping bag haven’t sold out in the meantime.
4- Wait 24 hours before attempting a new purchase
In case you still need assistance, please contact customer service

I received the wrong item

In case you receive a wrong, damaged or defective item, you can immediately return your item and place a new order.

Does G-Star RAW offer a student discount?

That's right, students can benefit from 20% discount - and it couldn't be easier.
For instant access to this discount simply join now and verify your student status with UNiDAYS.

See something say something

We would like to hear from you if you spot something on our website that is not working as expected or you would like to share feedback about your shopping experience.
You can also contact us to submit a complaint or just to say hi!
You can contact us via customer services

Will I receive a confirmation of my order?

Yes. We will send you a confirmation e-mail after receiving your order. If you think that money has been taken from your bank account and you have not received a confirmation e-mail then please check your spam folder. If you have created an account, your order will also be visible on your account page.

How can I track G-Star RAW my order?

We always aim to ship your order within 24 hours after purchase. Tracking information will be shared with you via email. There are two easy ways to track your order status:

Option 1: Click on “Track my order” You need to fill in your zip code and your order number

Option 2: If you have a G-Star account, please log in to your G-Star account and navigate to “View my orders” You will be able to view your order history and see the tracking information for each order.

NOTE: Orders that are placed as guest can only be tracked via “option 1”

In case you still need assistance, please contact customer service.

Why was my order canceled?

In most cases, your order was canceled because your payment was not successfully processed, your delivery address was incomplete or the item you ordered is out of stock.
 
Please refer to the cancelation confirmation email you received for the cancel reason. You can also get in touch with our customer service team who can assist you in placing a new order so you don’t miss on your favorite denim style.

Payment

What are your payment options?

You can use the following payment options to pay for your online purchase: 
SofortBanking
American Express
Master card
Visa
PayPal
Klarna
Apple Pay

Where is my digital invoice?

Your digital invoice is always shared with you digitally to your email address once your order is fully shipped. The invoice is attached to the e-mail. Providing the invoice digitally is part of our sustainability contribution. 
 
Do you want to know more about how G-Star contributes in sustainability? Please check our sustainability projects for more information

Does G-Star RAW offer a student discount?

That's right, students can benefit from 20% discount - and it couldn't be easier.
For instant access to this discount simply join now and verify your student status with UNiDAYS.

Secure Payment

Payments on G-Star.com are perfectly secure. All information that you share with us linked to your payment are protected and encrypted by SSL (Secure Sockets Layer) protocol. We have no access to your bank details, they are transferred in a coded and secure way to our bank. 

For information about our product authenticity and reports of fraudulent websites, please visit brand protection

Authorities can contact our partner in case of any questions: https://www.react.org/contact/

Can I use a G-Star RAW store gift card as a payment on G-Star.com?

If you have a valid store gift card you can contact our customer service. Our team will convert your store gift card into an online voucher.

How do I use G-Star RAW voucher, and what are the terms and conditions?

You will be able to enter your voucher code once you are in the shopping bag page. Under the product image you will be able to add your voucher code and then click on “Apply”
Voucher terms and conditions:
Vouchers can’t be applied on sale items unless stated otherwise 
Vouchers can only be applied on selected items unless stated otherwise.
Vouchers cannot be applied on previously placed orders. There might be a maximum/minimum order value when you want to apply a voucher code.
An order on which a voucher was applied must be fully returned or canceled in order to get a replacement voucher. 
Vouchers are not transferable or redeemable for cash or credit.

When will I be charged for my order?

You are charged for your order once it has been shipped.
 
Please be informed that we will place an initial authorization for the total amount of your order immediately after you place the order. This is a temporary hold on funds that will automatically drop off within a few days.
 
Note: If your order includes multiple shipments and deliveries, you will see a charge for each item as it gets shipped.

How does a payment with Klarna work?

With Klarna you can pay later on. After receiving your order, within a few days you will get a payment overview by e-mail from Klarna. After receiving your payment overview, you will have 30 days to pay for your order. For any questions about payment please contact Klarna.

How does a payment with Visa, Mastercard and American Express work?

We accept payments by Visa, Mastercard and American Express. Like most trusted sites, we use SSL (Secure Socket Layer) technology to protect your personal information when it is sent over the internet. When you pay with a credit card, we will first make a pre-authorisation of the purchase cost on your card (please note: this is a temporary hold and not an actual charge on your credit card). When your order is sent, the final purchase cost will be charged to your credit card. When the order is canceled, the hold will be removed from the credit card within a few business days (this will depend on your bank). For questions about the pre-authorisation, please contact your bank.

We accept payments by Visa and Mastercard. Like most trusted sites, we use SSL (Secure Socket Layer) technology to protect your personal information when it is sent over the internet. When you pay with a credit card, we will first make a pre-authorisation of the purchase cost on your card (please note: this is a temporary hold and not an actual charge on your credit card). When your order is sent, the final purchase cost will be charged to your credit card. When the order is canceled, the hold will be removed from the credit card within a few business days (this will depend on your bank). For questions about the pre-authorisation, please contact your bank.

With Bancontact / Mister Cash you can easily make online payments in the secure environment of your bank.

How does a payment with SOFORT work?

A SOFORT Bank payment is in a bank transfer, as those normally made via internet banking.

Returns

How can I return my G-Star RAW order?

All G-Star purchases have a 60-day return policy.
There are two options to return your order:
Option 1: You can drop off your order with the return label in the box to a DHL Parcel shop. 
Option 2: You can return your item(s) to your nearest G-Star store.
NOTE: Please note that you will need to show a proof of purchase to be able to return your item(s) at a G-Star store.

What is the G-Star RAW return policy?

All G-Star purchases have a 60-day return policy and must be returned in the country of purchase. 

Please don’t take tags and/or labels off The product must be unused and not damaged. Returning underwear and/or face mask is not accepted.

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. You cannot exchange items.

Returns are easy: You can use the return label which you receive with your order. Please follow the instructions on the return form included in your order. If your order only contains discounted items we will deduct the costs of the return of 3.95 EUR from the refund of the purchase price or issue an invoice in the same amount, if you have not paid the purchase price yet. If your order (also) contained full price products, the cost of the return is on us and will not be deducted from the refund.

Please note that you can also return all orders at a G-Star store location free of charge. You will need to show a proof of purchase to be able to return an item at a G-Star RAW store.

*G-star may from time to time offer additional free returns. 

I need a return label!

We are helping you to return your order - to receive a new return label, please contact our customer service

Where is my refund?

You refund will always be issued back to your original payment method.
Once we receive and process your return in our warehouse, it will take up to 5 days for the refunded amount to be available back to your original payment method. 
You can generally expect to receive your refund within 8 days after you hand your parcel to the carrier or a drop-off location.
NOTE: Please allow an extra 3 days during sales and high season periods (e.g.: Black Friday, Cyber Monday, Christmas and New Year).

When will I receive my refund?

The Refund time frame depends on the following factors:
Carrier, processing time at the warehouse and your payment method
Once we receive and process your return in our warehouse, it will take up to 5 days for the refunded amount to be available back to your original payment method. You can generally expect to receive your refund within 8 days after you hand your parcel to the carrier or a drop-off location.
NOTE: Please allow an extra 3 days during sales and high season periods (e.g.: Black Friday, Cyber Monday, Christmas and New Year).
Klarna: After receiving your return confirmation we advise you to reach out to Klarna directly for refund status and refund timeframe.

What are the return costs?

All G-Star purchases have a 60-day return policy and must be returned in the country of purchase. 

Returns are easy: You can use the return label which you receive with your order. Please follow the instructions on the return form included in your order. If your order only contains discounted items we will deduct the costs of the return of 3.95 EUR from the refund of the purchase price or issue an invoice in the same amount, if you have not paid the purchase price yet. If your order (also) contained full price products, the cost of the return is on us and will not be deducted from the refund.

Please note that you can also return all orders at a G-Star store location free of charge. You will need to show a proof of purchase to be able to return an item at a G-Star RAW store.

*G-star may from time to time offer additional free returns. 

Can I exchange my order?

We currently offer exchange service at our G-Star RAW stores only. 
The product must be unused, not damaged and include all original labels. Please don’t forget to bring the proof of purchase when exchanging your G-Star.com item(s) at the store.

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

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

Wear your denim till the end

Why is raw denim durable?

Raw denim is the purest form of denim, carefully constructed to last a lifetime. It doesn’t have any additional treatments or washes added during the production process. This means less water and harmful chemicals are used, creating a more sustainable fabric that has been made to last.

Which products have lifetime warranty?

All items on the website that have a lifetime warranty label/stamp.

What do I do when the product I have bought with lifetime warranty is damaged?

Please use the store finder to find a certified tailor near you. If there is no service in your area, please contact customer service or a G-Star store near you.

Voucher & Sales

How can I get my welcome promo code?

You can join us and stay up to date with latest news and offers here.

You get a one-time 15% off (SALE items excluded)

Welcome to G-Star RAW family!

What are vouchers/promo codes terms and conditions?

Vouchers can’t be applied on sale items unless stated otherwise.

Vouchers can only be applied on selected items unless stated otherwise.

Vouchers cannot be applied on previously placed orders.

There might be a maximum/minimum order value when you want to apply a voucher code.

An order on which a voucher was applied must be fully returned or canceled in order to get a replacement voucher.

Vouchers are not transferable or redeemable for cash or credit.

The item I bought is now available at a lower price. What are my options?

Please note that our policy does not include price matching. However, if the item you purchased is still available in the same size and color, and the discount is now applicable, you have the option to return your order: You may initiate a return within 60 days of your purchase then place a new order at the discounted price.

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