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.

 

What are the delivery options & delivery costs?

We currently offer the following delivery option:

Standard free shipping for orders above 50 EUR. 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:  Canary Islands

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

The delivery time is 1-2 working days. Please be aware that dispatch may take 2-4 days during sales.

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

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.

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