Ordering

Can I still change my order after completing the checkout process?

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.

Can I cancel my order?

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.

I made a mistake in my shipping address, can I change it?

On busy times during SALE or if you have already received the shipping confirmation, unfortunately we cannot change the shipping address anymore. Please contact Sagawa directly for a change in your delivery address. You can find the contact details of Sagawa here.
If you have not yet received the shipping confirmation, please contact our customer service as soon as possible, and we will handle your request. You can find the contact details of our customer service at the top of this page.

Can I choose a different delivery address and billing address?

Yes, during check-out you can choose to 'Add a new address' where you can enter a different address than the billing address. You can also add new addresses in My Account

I did not receive a confirmation mail of my order? What should I do?

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.

I would like to know more details about the product, do you offer styling advice?

Yes, you can chat on G-Star.com with one of our specialized stylists between 11AM - 7PM from Monday until Friday. Sometimes the stylists can be busy, the chat functionality will then go offline. Please wait until it returns back online or contact customer service.

What size should I order?

To find your size, check the label of a G-Star item that fits you well. If you no longer have one, check our 'size guide' on the product page which converts your body measurements into G-Star clothing sizes.

Do you offer gift wrapping?

No, at this moment we are not able to offer gift wrapping. We can offer you a shopping bag with your order, please contact our customer service to receive this.

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