- How can I return my order?
You can return an article up to 60 days after receiving it.
The items you wish to return must not be worn or washed. Of course 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 odors. We check all returned clothing for stains and odors.
Make sure you wrap the items with their original labels and in their original packaging. Returns are not accepted in the store. To return your order, please visit returns.g-star.com ,add your order number and e-mail address, then select the items you want to return.
After completing the return portal you will receive a DHL Express label, please stick this label to the box and bring the parcel to a DHL Service Point (locator.dhl.com) or arrange a Pickup via mydhl.express.dhl
Returning packages using a different carrier 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 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. 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 will 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.
- When will I receive my money back?
The amount will be reimbursed to your bank or credit card account within 2-3 weeks after you have dropped off your return.
- How long does it take to process a return?
After you have returned your order via DHL Express, it can take up to a week before we receive your returned items at our distribution centre. After receival we check every returned item and we will reimburse (a part of) the amount of money via the orginal payment method. Depending on your used payment method, it can take up to 3-5 business days after handling your return to see the money on your account.
- 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.