Delivery & Shipping

How do I track my G-Star RAW 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 “Where is my order” You need to fill in your email address 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”

What if I am not available to receive my order?

In general, your order will be either left at your front door when it is safe to do so, 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.

 

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

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 earlier 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 order confirmation to the estimated delivery time is 5-7 days. If this period has passed and you still haven’t received your order, please contact customer service

Can I modify my delivery address?

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

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 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.

How to return your order

Do you deliver to the Canary Islands, Melila and Ceuta?

Unfortunately we do not do deliveries to the Canary Islands, Melila and Ceuta at the moment.

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.

Back to top