- What are the rules concerning returning items?
Items that have not been worn and that still have the original label and packaging may be returned within 14 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. Underwear and face masks may only be returned in their original, unopened packaging. You cannot exchange items. When we receive the return package we will reimburse the amount, using the original payment method, to your account. You'll find all the details concerning our Returns policy on your invoice. Be careful: if you are returning shoes, you must put the original shoe box in another box.
G-Star RAW holds the right to send items back to the customer in case the item looks washed, worn or shows any form of damage that is clearly not a production flaw.
In the exceptional case that item(s) are missing from a returned order G-Star RAW will reimburse the loss. However, G-Star RAW holds the right to decline a refund request in case of frequently repeated irregularities based on the order history of the customer.
- What are the return options?
You can send your return back with Sagawa directly, by bringing the item to one of the Sagawa access points or contacting Sagawa for a pick up (contact Sagawa here: https://www.sagawa-exp.co.jp/send/branch_search/tanto/).
You can also return your items in all of our G-Star Raw stores, excluding Outlet stores. You can find your nearest G-Star store here
Please note: it is not possible to exchange the item directly in the store or get your cash back immediately. Once you have returned the item, the money will be transferred back to your account via the original payment method within 24 hours. Items bought in a G-Star RAW Outlet store, can not be returned.
- What are the contact details of Sagawa for my return shipment?
Please call Sagawa to pick up your item for returning. Please find the nearest Sagawa service office through this link and call them directly.
- When will I receive my money back?
When your return is received by our warehouse, we aim to process it within 2-3 business days. Depending on your original payment method, it can take a few days for your bank or credit card account to process the refund (more details can be provided by your bank or credit card account).
*Please note: during SALE this processing time may take longer than indicated above.
When you return your items at one of the selected G-Star stores, the return will be processed within 1-2 business days.
- Will the delivery costs of my returned item(s) be reimbursed?
The delivery costs will only be reimbursed when an entire order is returned.
- Can I exchange an item for another size?
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.
- Can I return an order if I no longer have the original box?
Yes. Please put the items you want to return in sturdy packaging (cardboard box) so they will not be damaged.