Question 1

How can I find the right size and fit?

Accepted Answer

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.

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.

Question 2

Why was my order canceled?

Accepted Answer

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.

Question 3

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

Accepted Answer

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

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

Question 4

Why can I not place an order?

Accepted Answer

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.

Question 5

I received the wrong item

Accepted Answer

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

Question 6

Can I create a new password?

Accepted Answer

Once you are logged in, you can click on your name in the top right corner of the screen and then click on “Change password” .

Question 7

Will I receive a confirmation of my order?

Accepted Answer

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.

Question 8

How do I track my G-STAR order?

Accepted Answer

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.

Question 9

Can I cancel my order?

Accepted Answer

That depends on the shipping status. Please contact our Customer Service Department as soon as possible and have your order number ready. Once your order has been processed, it can no longer be cancelled.

Question 10

How do I track my G-STAR order?

Accepted Answer

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.

Question 11

What if I am not available to receive my order?

Accepted Answer

Your order will delivered to a pick-up location near your address or it will be returned to G-STAR 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.

Question 12

What are the delivery options & delivery costs?

Accepted Answer

Shipping costs are 3.95 GBP or, if you subscribe to our newsletter, you will enjoy free delivery.. We currently offer the following delivery option: Standard free shipping for orders above 40 GBP.

The delivery estimation time is 5-7 days from the moment you place the order on G-Star.com

NOTE: Please be informed that we are currently unable to deliver to following locations: Jersey, Guernsey, Isle of Man, Isle of Wight.

Question 13

I received the wrong item

Accepted Answer

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

Question 14

My order is delayed

Accepted Answer

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 5-7 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.

Question 15

Can I modify my delivery address?

Accepted Answer

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 need assistance, please contact our customer service.

Question 16

I have not received my order yet

Accepted Answer

We are happy to assist you. If your order is marked as delivered but you are still missing your G-STAR 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

Question 17

What are your payment options?

Accepted Answer

You can use the following payment options to pay for your online purchase:

American express

Master card

Visa

PayPal

Klarna

Apple Pay

Question 18

Where is my digital invoice?

Accepted Answer

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.

Question 19

Is there a maximum order amount?

Accepted Answer

There is no limit to the order amount for credit card payments on G-Star.com.

Question 20

Secure Payment

Accepted Answer

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/

Question 21

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

Accepted Answer

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.

Question 22

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

Accepted Answer

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.

Question 23

How does a payment with PayPal work?

Accepted Answer

When selecting PayPal at the checkout you will be asked to log in to your account to confirm the payment.

Question 24

How can I return my G-STAR order?

Accepted Answer

All G-Star purchases have a 60-day return policy.

Please note that there will be no prepaid return label in the box.

To return your order please visit our Return portal Submit your order number and email address, you will then be asked to select the item(s) you want to return and then be able to download your return label or receive a QR code.

Any return order will incur a flat rate return fee of 6.95 GBP. This fee will automatically be deducted from the amount refunded to you.

Returning packages using a different carrier is at your own risk. If anything should happen to the package, G-Star cannot be held liable.

For Northern Ireland orders please use the return label enclosed in the box to proceed with the return.

NOTE: For efficient processing, each order must be returned separately, no multiple orders should be combined in one returning package.

Question 25

What is the G-STAR return policy?

Accepted Answer

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

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 6.95 GBP 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.

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.

Question 26

I need a return label!

Accepted Answer

To receive a return label for your order please visit our return portal. Submit your order number and email address, you will then be asked to select the item(s) you want to return and then be able to download your return label or receive a QR code.

For Northern Ireland orders please use the return label enclosed in the box to proceed with the return.

You can also track the status of your return directly from the same portal.

Question 27

Where is my refund?

Accepted Answer

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 2 days for the refunded amount to be available back to your original payment method.

You can generally expect to receive your refund within 15 days after you hand your parcel to the carrier or a drop-off location.

Please allow an extra 3 days during sales and high season periods (e.g.: Black Friday, Cyber Monday, Christmas and New Year).

NOTE: G-STAR will never send you an SMS or email asking you to confirm your information for a refund.

Question 28

When will I receive my refund?

Accepted Answer

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 2 days for the refunded amount to be available back to your original payment method. You can generally expect to receive your refund within 15 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.

Question 29

What are the return costs?

Accepted Answer

You can return an article up to 60 days after receiving it.

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 6.95 GBP 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.

You can find more information in our General Terms and Conditions or reach out to our Customer Service for more information.

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

Question 30

Can I exchange an item for another size?

Accepted Answer

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.

Question 31

Can I return my order in a store?

Accepted Answer

No, unfortunately it's not possible to return in a store.

Question 32

Where can I change my details?

Accepted Answer

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

Question 33

My question is not listed here.

Accepted Answer

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

Question 34

Where can I find the General Terms and Conditions?

Accepted Answer

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

Question 35

Where is the Privacy Policy?

Accepted Answer

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

Question 36

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

Accepted Answer

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

Question 37

What about the brand protection?

Accepted Answer

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/

Question 38

What are the terms and conditions of the PayPal promo?

Accepted Answer

This promotion on August 19, 2021 (hereafter: the 'Promotion') will be offered by: the Seller to buyers (hereafter: 'Participants') in Great Britain.

The promotion is valid on the G-STAR website and in the app from 19 August 2021 00:00:00 to 26 August 2021 23:59:59. During the promotion period, participants can enjoy a special offer: to get £20 when spending over £100, using the promo code PP20 at check out.

For the extended terms and conditions, click here.

Question 39

What is the G-Star AI Assistant?

Accepted Answer

The G-Star AI Assistant is our intelligent virtual assistant designed to enhance your shopping experience. It can answer your questions, assist with orders, track deliveries, handle returns, and much more. Leveraging advanced AI technology, our assistant ensures fast, accurate, and personalized support whenever you need it. Whether you need help with an order or a return, the G-Star AI Assistant is here to support you every step of the way. However, you can always request to chat with a member of our customer service team at any time.

Question 40

Why is raw denim durable?

Accepted Answer

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.

Question 41

Which products have lifetime warranty?

Accepted Answer

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

Question 42

Why don’t all products have lifetime warranty?

Accepted Answer

Not all products are designed to last a lifetime, some products have a specific design (e.g. tears on the knees) or characteristic such as light fabrics and washed textures (especially for summer seasons which makes the products more vulnerable.

Question 43

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

Accepted Answer

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.

Question 44

How can I get my welcome promo code?

Accepted Answer

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 family!

Question 45

What are vouchers/promo codes terms and conditions?

Accepted Answer

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.

Question 46

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

Accepted Answer

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.

Question 47

What is CLUB-G?

Accepted Answer

CLUB-G is a set of benefits specially curated for G-Star subscribers. It includes not only special vouchers, promotions, and early access to sales but also exclusive G-Star experiences, events, gifts, giveaways, services, and products. Make sure you are subscribed to CLUB-G/newsletter to get benefits personalised to you into your mailbox.

Question 48

How do I become part of CLUB-G?

Accepted Answer

Simply sign up for G-Star email communications here and we will treat you with CLUB-G personalised offers and surprises.

Question 49

How can I end my participation in CLUB-G?

Accepted Answer

Click 'unsubscribe' in the bottom part of any email from CLUB-G.

Question 50

Why should I link my purchases to my email/account?

Accepted Answer

To delight you with personal gifts, giveaways, exclusive events, and services, make sure you link all your purchases made on g-star.com or G-Star mobile app.

Question 51

Do I get a subscription card/what is the proof that I am part of the club?

Accepted Answer

No card/ID is needed. Only entering the email is sufficient to link the purchase to the CLUB-G profile.

Question 52

Which countries participate in CLUB-G?

Accepted Answer

CLUB-G is available for email subscribers in the Netherlands, Belgium, Germany, France, the UK, the US, Canada, Spain, Sweden, Austria, Bulgaria, Poland, Hungary, Denmark, Greece, Portugal, Czech Republic, Norway, Slovakia, Latvia, Slovenia, Italy, Switzerland, Estonia, Finland, Lithuania, Ireland and South Africa as of 6th December.

Question 53

Which stores are participating to CLUB-G?

Accepted Answer

N/A

Question 54

Can I use the profile all over the world?

Accepted Answer

You can use your CLUB-G profile on g-star.com or G-Star mobile app in participating countries.

Question 55

Can I link my G-Star purchases from countries where  CLUB-G is not active yet?

Accepted Answer

When you purchase G-Star products in countries other than participating countries, these will not be registered to your account.

Question 56

Can I link my G-Star purchases from partnered stores to my CLUB-G account?

Accepted Answer

When you purchase G-Star products from our partners, such as department stores, marketplaces (Amazon, Zalando, etc.), and shop-in-shops these will not be registered to your account.

Question 57

What do I get from being part of CLUB-G in Germany?

Accepted Answer

After sign-up to Newsletter/CLUB-G, you get a welcome gift from us and access to the following benefits: free shipping for all orders, birthday gift, exclusive giveaways, invites to special events, free Certified Tailors service. We will also surprize you with the benefits personally curated for you. Don't miss out, and keep a close eye on your mailbox.

Question 58

What do I get from being part of CLUB-G?

Accepted Answer

After sign-up to Newsletter/CLUB-G, you get a welcome gift from us and access to the following benefits: birthday gift, exclusive giveaways, invites to special events, free Certified Tailors service. We will also surprize you with the benefits personally curated for you. Don't miss out, and keep a close eye on your mailbox.

Question 59

What do I get from being part of CLUB-G?

Accepted Answer

After sign-up to Newsletter/CLUB-G, you get a welcome gift from us and access to the following benefits: birthday gift, exclusive giveaways, invites to special events. We will also surprize you with the benefits personally curated for you. Don't miss out, and keep a close eye on your mailbox.

Question 60

Do I collect points in order to receive more benefits?

Accepted Answer

No more traditional point-collecting. However, if you link your purchases made on g-star.com or G-Star mobile app we will be able to offer you even more personal benefits.

Question 61

How do I get more benefits?

Accepted Answer

To get more benefits link eligible purchases, read our emails, and participate in CLUB-G campaigns. For example sign-up for Exclusive Giveaways, attend CLUB-G events, etc.

Question 62

How can I use benefits? Germany

Accepted Answer

If you are a CLUB-G subscriber you get access to the following benefits. Free delivery - will apply automaticly on check-out but don't forget to use your email address you get CLUB-G emails to. Free Certified Tailor - You can find out here(link to the Certified Tailors page) For other personalised benefits like Birthday Gift, Exclusive Giveaways, and Invitation Only Events we will inform you in a separate email with additional detals and terms and conditions. Check your email regularly to enjoy more benefits.

Question 63

How can I use benefits?

Accepted Answer

If you are a CLUB-G subscriber you get access to the following benefits. Free Certified Tailor - You can find out here(link to the Certified Tailors page) For other personalised benefits like Birthday Gift, Exclusive Giveaways, and Invitation Only Events we will inform you in a separate email with additional detals and terms and conditions. Check your email regularly to enjoy more benefits.

Question 64

How can I use benefits?

Accepted Answer

If you are a CLUB-G subscriber you have access to personalised benefits like Birthday Gift, Exclusive Giveaways, and Invitation Only Events we will inform you in a separate email with additional details and terms and conditions. Check your email regularly to enjoy more benefits.

other relevant topics

FAQ

Ordering

Delivery & Shipping

Payment

Returns & Refunds

Généralités

Wear your denim till the end

Bons d'achat et promotions

CLUB-G

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