How can I return my order?

You can return an article up to 14 days after receiving it.

The items you wish to return must not be worn or washed. You may try the items on to see whether they fit or meet your expectations but, if you intend returning them, please ensure that any items of clothing do not pick up unpleasant odours. We check all returned clothing for stains and odours.

Make sure you wrap the items, with their original labels, in their original packaging. Fill in the attached Return form and put it in the box with the items you wish to return.

You have three options for returning your order. For more info, see 'What are the return options?'. Make sure that your package is sent back using Sagawa. In your package, you'll find a Return label for Sagawa. Returning packages using a different courier is at your own risk. If anything should happen to the package, G-Star cannot be held liable.

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?

Please call Sagawa to pick up your item for returning. Sagawa's free-dial number is different depends on where you live. Sagawa's free-dial number is not able to connect by mobile phone. If you need to use mobile phone, please find the nearest Sagawa through this link and call them directly. Thank you.

<Sagawa's Free-Dial Number for Picking Up>
Hokkaido 0120 - 444 - 220
Tohoku (Aomori Iwate Miyagi Akita Yamagata Fukushima) 0120 - 177 - 444
Kanto (Ibaraki Tochigi Gunma Saitama Chiba Tokyo Kanagawa) 0120 - 28 - 8817
Tokai (Yamanashi Gifu Shizuoka Aichi Mie) 0120 - 851 - 577
Hokuriku (Niigata Toyama Ishikawa Fukui Nagano) 0120 - 17 - 3091
Kinki (Shiga Kyoto Osaka Hyogo Nara Wakayama) 0120 - 30 - 8866
Chugoku (Tottori Shimane Okayama Hiroshima Yamaguchi) 0120 - 016 - 333
Shikoku (Tokushima Kagawa Ehime Kochi) 0120 - 225 - 111
Kyushu/Okinawa (Fukuoka Saga Nagasaki Kumamoto Oita Miyazaki Kagoshima Okinawa) 0120 - 555 - 555

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 will take 1-3 business days for the refund to reach 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. Depending on your original payment method, it takes 1-3 business days before you see your money refunded to your bank or credit card account.

How long does it take to process a return?

From the moment you've returned your order it can take up to a week before we receive your order at our Distribution Centre. We check every returned order. As soon as this check has been made, we order the reimbursement of (a part of) your payment. It can take up to a week for you to receive your reimbursement depending on your payment method (bank, credit card etc.).

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.

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.

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 return my order in a store?

Yes. You can return your item by mail, or to one of the following selected G-Star Stores:

G-Star RAW Store Osaka Namba Parks
G-Star RAW Store Tokyo Omotesando Hills
G-Star RAW Store Osaka LaLaport EXPOCITY
G-Star RAW Store Osaka Horie
G-Star RAW Store Tokyo Shibuya
G-Star RAW Store Kyoto
G-Star RAW Store Nagoya Mozo Wonder City
G-Star RAW Store Fukuoka AMU Plaza Hakata
G-Star RAW Store Fukuoka Daimyo
G-Star RAW Store Shin Misato LaLaport
G-Star RAW Store Tokyo Ginza
G-Star RAW Store Sapporo Parco
G-Star RAW Store Nagoya Sakae
G-Star RAW Store Yokohama
G-Star RAW Store Tokyo Hankyu
G-Star RAW Store Osaka Umeda
G-Star RAW Store Ikebukuro PARCO G-Star RAW Store Tokyo Futako Tamagawa
G-Star RAW Store Kashiwa
G-Star RAW Store Osaka LUCUA

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 the G-Star RAW Outlet store, can not be returned in the stores above.

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