other relevant topics
Ordering
- How can I find the right size and fit?
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Since sizes and measurements can vary across different categories and styles, we do our best to assist you in finding the right size for you. You can navigate to the product you want to purchase and click on the size chart to determine your size.
You can also find links to the appropriate size chart on all of our product pages.
You also benefit from a 60-day return policy.
- Why was my order canceled?
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In most cases, your order was canceled because your payment was not successfully processed, your delivery address was incomplete, or the item you ordered is out of stock.
Please refer to the cancelation confirmation email you received for the cancel reason. You can also get in touch with our customer service team who can assist you in placing a new order so you don’t miss on your favorite denim style.
- Why is my voucher code not applied to all items in my shopping bag?
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Vouchers can’t be applied on sale items unless stated otherwise.
Vouchers can only be applied on selected items unless stated otherwise.
- Why can I not place an order?
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We always aim to make your online shopping fast and easy. In case you are having trouble completing your order, please follow the below steps:
1- Double check your delivery and payment details, including the billing address for any missing or incorrect information.
2- Clear your cache and cookies before you try to place the order again.
3- Make sure that items in your shipping bag haven’t sold out in the meantime.
4- Wait 24 hours before attempting a new purchase
In case you still need assistance, please contact customer service.
- I received the wrong item
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In case you receive a wrong, damaged or defective item, you can immediately return your item and place a new order.
- Does G-STAR offer a student discount?
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That's right, students can benefit from 20% discount - and it couldn't be easier.
For instant access to this discount simply join now and verify your student status with UNiDAYS.
- Can I create a new password?
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Once you are logged in, you can click on your name in the top right corner of the screen and then click on “Change password” and enter your email address. In a few minutes, you'll receive an email with a link to a page where you can enter a new password.
- Will I receive a confirmation of my order?
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Yes. 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.
- How do I track my G-STAR order?
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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 “Track my order” You need to fill in your zip code 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”
In case you still need assistance, please contact customer service.
- Are the prices in the store the same as online?
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Product prices found in our G-Star stores are the same prices we offer online.
Please note that this does not include exclusive online or in-store promotions. - Can I cancel my order?
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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.
Delivery & Shipping
- How do I track my G-STAR order?
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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 “Track my order” You need to fill in your zip code 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”
In case you still need assistance, please contact customer service.
- What if I am not available to receive my order?
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Your order will be delivered to a pick-up location near your address, or it will be returned to G-STAR 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?
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We offer the following delivery options: DHL Parcel, Budbee and Bringly.
For home delivery:
- Standard free delivery with DHL Parcel. (Delivered in 1-2 working days.)
- Evening free delivery with DHL Parcel, between 18:00 and 22:00.
- Same day delivery by DHL Parcel (Monday to Friday.) On selected items, if you order before noon. Shipping costs are 1,95 euro.
- Free bike delivery with Bringly. (Delivered in 1-2 working days.)
Note: bike delivery is only possible in the following locations.
Amsterdam, Utrecht, Breda, Tilburg, Eindhoven, Nijmegen, Arnhem, Enschede.
For delivery to pickup points:
- Collect at G-Star stores.
- Collect at DHL ServicePoints.
- Collect at Budbee Box.
- I received the wrong item
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In case you receive a wrong, damaged or defective item, you can immediately return your item free of charge and place a new order.
- My order is delayed
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We are sorry to hear that. We aim to ship your order within 24h after receiving it; however, please allow 48 hours for tracking information to be shared with you via email.
Has your order been placed more than 48 hours ago and you still haven’t received the shipping confirmation?
Please follow the below steps:
Step 1: Check your order status via “Where is my order”.
Step 2: Check the track and trace (if available).
Step 3: If the estimated delivery time has passed, please contact customer service
Note: The transit time from the moment you received your shipping confirmation to the estimated delivery time is 1-2 days. If this period has passed and you still haven’t received your order, please contact customer service
Please note that delivery times may be longer during SALE, Black Friday, and Cyber Monday.
- Can I modify my delivery address?
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Once your order is placed, we are able to modify your delivery address within 4 hours. We recommend that you contact our customer service via phone or chat in order to assist you quickly.
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 need assistance, please contact our customer service.
- I have not received my order yet
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We are happy to assist you. If your order is marked as delivered but you are still missing your G-STAR 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
- Can I have my order delivered in the evening?
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You can also have your order delivered in the evening. DHL doesn't deliver in the evening to the postal codes below:
1011, 1012, 1026 t/m 1028
1041 t/m 1047, 1092 t/m 1095
1099, 1101 t/m 1105, 1117 t/m 1119
1151, 1153, 1154, 1156, 1454
1505, 1511, 1791 t/m 1797
2023, 3133, 3197 t/m 3199, 3999
4761, 4782, 4791, 4877 t/m 4879
6598, 7511, 7514,8446 t/m 8448
8466, 8471, 8501, 8881 t/m 8885
8891 t/m 8897, 9161 t/m 9164, 9166
Payment
- What are your payment options?
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You can use the following payment options to pay for your online purchase:
iDeal
American Express
Master card
Visa
PayPal
Klarna
Apple Pay
- Where is my digital invoice?
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You will receive the invoice after your whole order is processed. We will update you by e-mail. In this e-mail the invoice is attached as part of our sustainability contribution.
Do you want to know more about how G-Star contributes in sustainability? Please check here for our Sustainability projects. - Does G-STAR offer a student discount?
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That's right, students can benefit from 20% discount - and it couldn't be easier.
For instant access to this discount simply join now and verify your student status with UNiDAYS.
- Secure Payment
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Payments on G-Star.com are perfectly secure. All information that you share with us linked to your payment are protected and encrypted by SSL (Secure Sockets Layer) protocol. We have no access to your bank details, they are transferred in a coded and secure way to our bank.
For information about our product authenticity and reports of fraudulent websites, please visit brand protection
Authorities can contact our partner in case of any questions: https://www.react.org/contact/
- Can I use a G-STAR store gift card as a payment on G-Star.com?
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If you have a valid store gift card you can contact our customer service. Our team will convert your store gift card into an online voucher.
- How do I use G-STAR voucher, and what are the terms and conditions?
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You will be able to enter your voucher code once you are in the shopping bag page. Under the product image you will be able to add your voucher code and then click on “Apply”
Voucher terms and conditions:
Vouchers can’t be applied on sale items unless stated otherwise
Vouchers can only be applied on selected items unless stated otherwise.
Vouchers cannot be applied on previously placed orders. There might be a maximum/minimum order value when you want to apply a voucher code.
An order on which a voucher was applied must be fully returned or canceled in order to get a replacement voucher.
Vouchers are not transferable or redeemable for cash or credit.
Returns & Refunds
- How can I return my G-STAR order?
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All G-Star purchases have a 60-day return policy.
There are two options to return your order:
Option 1:
For orders delivered with Budbee, you can return your order using the return label in the box.
For orders delivered with DHL, you can return your order using the same label used to ship your order to your home address. In case the shipping label is damaged or lost, ask the DHL ServicePoint to send your package to G-STAR. The DHL ServicePoint can process your return without a physical return label. They will however ask for your e-mail address or telephone number to send you the track & trace link.
Click here to find your nearest DHL Service Point. Don't forget to ask for a return receipt.
Option 2: You can return your item(s) to your nearest G-Star store.
NOTE: Please note that you will need to show a proof of purchase to be able to return your item(s) at a G-Star store.
In case you need assistance, please contact customer service.
- What is the G-STAR return policy?
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You can return an article up to 60 days after receiving it.
If your order only contains discounted items, we will deduct the costs of the return of 2.95 EUR from the refund of the purchase price or issue an invoice in the same amount, if you have not paid the purchase price yet. If your order (also) contained full price products, the cost of the return is on us and will not be deducted from the refund.
Please note that you can also return all orders at a G-Star store location free of charge. You will need to show a proof of purchase to be able to return an item at a G-STAR store.
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. Face masks and underwear cannot be returned. You cannot exchange items.
*G-star may from time to time offer additional free returns.
- I need a return label!
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You no longer have the DHL shipping label? Ask the DHL ServicePoint to send your package to G-STAR. The DHL ServicePoint will ask for your e-mail address or telephone number to send you the track & trace link.
- When will I receive my money back?
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You refund will always be issued back to your original payment method.
Once we receive and process your return in our warehouse, it will take up to 2 days for the refunded amount to be available back to your original payment method.
You can generally expect to receive your refund within 5-7 days after you hand your parcel to the carrier or a drop-off location.
NOTE: Please allow an extra 3 days during sales and high season periods (e.g.: Black Friday, Cyber Monday, Christmas and New Year).
In case you still need assistance, please contact customer service.
- What are the return costs?
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You can return an article up to 60 days after receiving it.
Returns are easy: You can use the return label which you receive with your order. Please follow the instructions on the return form included in your order. If your order only contains discounted items we will deduct the costs of the return of 2.95 EUR from the refund of the purchase price or issue an invoice in the same amount, if you have not paid the purchase price yet. If your order (also) contained full price products, the cost of the return is on us and will not be deducted from the refund.
You can find more information in our General Terms and Conditions for more information.
In case you still need assistance, please contact customer service.
*G-star may from time to time offer additional free returns.
- Can I exchange my order?
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We currently offer exchange service at our G-STAR stores only.
The product must be unused, not damaged and include all original labels. Please don’t forget to bring the proof of purchase when exchanging your G-Star.com item(s) at the store.
General
- Where can I change my details?
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You can change your personal details in your G-Star account. After login, go to 'My account' to change your personal information.
- My question is not listed here.
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Ask our Customer Service Department any questions that are not answered on the Customer Service pages. Click 'Contact' for the contact page.
- Where can I find the General Terms and Conditions?
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You will find our Terms and Conditions by clicking on the link "Terms & Conditions" at the bottom of each page.
- Where is the Privacy Policy?
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Click on "Privacy Policy at the bottom of each page.
- I would like to work for G-Star. Are there any vacancies?
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You will find all the current vacancies by clicking on "Careers" at the bottom of each page.
- What about the brand protection?
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For information about our product authenticity and reports of fraudulent websites, please visit: https://www.g-star.com/help-info/brand-protection
Authorities can contact our partner in case of any questions: https://www.react.org/contact/
The G-STAR E-Cards
- For how long is the gift card valid?
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The gift card is valid for three years.
- How can I redeem my gift card?
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The gift card can be used in G-Star stores as well as online.
- What is the value of a gift card?
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The G-Star RAW E-cards are available in several values: 25/50/75/100 and 250 Euro.
- Can I use my gift card in G-Star Stores?
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Yes, the gift card can be used in G-Star stores as well as online.
Wear your denim till the end
- Why is raw denim durable?
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Raw denim is the purest form of denim, carefully constructed to last a lifetime. It doesn’t have any additional treatments or washes added during the production process. This means less water and harmful chemicals are used, creating a more sustainable fabric that has been made to last.
- Which products have lifetime warranty?
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All items on the website that have a lifetime warranty label/stamp.
- What do I do when the product I have bought with lifetime warranty is damaged?
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Please use the store finder to find a certified tailor near you. If there is no service in your area, please contact customer service or a G-Star store near you.
Voucher & Sales
- How can I get my welcome promo code?
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You can join us and stay up to date with latest news and offers here.
You get a one-time 10% off (SALE items excluded)
Welcome to G-STAR family!
- What are vouchers/promo codes terms and conditions?
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Vouchers can’t be applied on sale items unless stated otherwise.
Vouchers can only be applied on selected items unless stated otherwise.
Vouchers cannot be applied on previously placed orders.
There might be a maximum/minimum order value when you want to apply a voucher code.
An order on which a voucher was applied must be fully returned or canceled in order to get a replacement voucher.
Vouchers are not transferable or redeemable for cash or credit.
- The item I bought is now available at a lower price. What are my options?
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Please note that our policy does not include price matching. However, if the item you purchased is still available in the same size and color, and the discount is now applicable, you have the option to return your order: You may initiate a return within 60 days of your purchase then place a new order at the discounted price.
CLUB-G
- What is CLUB-G?
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CLUB-G is a set of benefits specially curated for G-Star subscribers. It includes not only special vouchers, promotions, and early access to sales but also exclusive G-Star experiences, events, gifts, giveaways, services, and products. Make sure you are subscribed to CLUB-G/newsletter to get benefits personalised to you into your mailbox.
- How do I become part of CLUB-G?
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Simply sign up for G-Star email communications here and we will treat you with CLUB-G personalised offers and surprises.
- How can I end my participation in CLUB-G?
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Click 'unsubscribe' in the bottom part of any email from CLUB-G.
- Why should I link my purchases to my email/account?
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To delight you with personal gifts, giveaways, exclusive events, and services, make sure you link all your purchases made in official/ branded stores and on g-star.com or G-Star mobile app.
- Do I get a subscription card/what is the proof that I am part of the club?
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No card/ID is needed. Only entering the email is sufficient to link the purchase to the CLUB-G profile.
- Which countries participate in CLUB-G?
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CLUB-G is available for email subscribers in the Netherlands, Belgium, Germany, France, the UK, the US, Canada from the 1st of November.
- Which stores are participating to CLUB-G?
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CLUB-G will be rolled out in NL, DE,US,BE,FR,UK,CAN in october. AU, SA in november. Rest of markets in december.
- Can I use the profile all over the world?
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You can use your CLUB-G profile in official/ branded stores, and on g-star.com or G-Star mobile app in participating countries.
- Can I link my G-Star purchases from countries where CLUB-G is not active yet?
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When you purchase G-Star products in countries other than participating countries, these will not be registered to your account.
- Can I link my G-Star purchases from partnered stores to my CLUB-G account?
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When you purchase G-Star products from our partners, such as department stores, marketplaces (Amazon, Zalando, etc.), and shop-in-shops these will not be registered to your account.
- What do I get from being part of CLUB-G? NL, BE
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After sign-up to Newsletter/CLUB-G, you get a welcome gift from us and access to the following benefits: birthday gift, exclusive giveaways, invites to special events, free Certified Tailors service. We will also surprize you with the benefits personally curated for you. Don't miss out, and keep a close eye on your mailbox.
- Do I collect points in order to receive more benefits?
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No more traditional point-collecting. However, if you link your purchases made in official/ branded stores and on g-star.com or G-Star mobile app we will be able to offer you even more personal benefits.
- How do I get more benefits?
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To get more benefits link eligible purchases, read our emails, and participate in CLUB-G campaigns. For example sign-up for Exclusive Giveaways, attend CLUB-G events, etc.
- How can I use benefits? NL, BE
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If you are a CLUB-G subscriber you get access to the following benefits. Free Certified Tailor - You can find out here(link to the Certified Tailors page) For other personalised benefits like Birthday Gift, Exclusive Giveaways, and Invitation Only Events we will inform you in a separate email with additional detals and terms and conditions. Check your email regularly to enjoy more benefits.
- How can I know which benefits apply to me?
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Every month we will send you an email with your personalised monthly benefits.
- Can I use my CLUB-G offers and surprises both online and in store?
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Yes, offers and surprises can be used in branded/official G-Star stores. Offers may differ online and in store.
- Can I exchange my benefits for another item/monetary value?
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No, benefits cannot be exchanged for money.
- Can I share my rewards with someone else?
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Offers or surprises cannot be passed on to other subscribers
- Is my purchase progress before CLUB-G taken into account in the first "monthly benefits" email?
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Yes, we value our loyal customers and we will curate your personalised set of benefits based on your order history.
- Can I combine my CLUB-G rewards with other promotions or coupons?
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Rules of promotions and coupons may vary. We will inform you about exclusions and restrictions in the email with exact personal offer
- Do my CLUB-G rewards expire?
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The monthly benefits are updated every month and it is not guaranteed that you will have the same benefits available for the upcoming period. Link your purchases made in official/ branded stores and on g-star.com or G-Star mobile app, and we will be able to offer to you more personal benefits.
- How is CLUB-G different from the RAW Rewards programme I am part of?
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In CLUB-G you don't need to collect stars to get access to the benefits. You only need to sign up to Newsletter/CLUB-G and we will surprize you with benefits personally curated for you.
- What happens to the stars I have collected and my lavel in RAW Rewards?
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You can still collect stars and achieve new levels in RAW Rewards. All your stars and levels are valid for now and you can see it in the private account on g-star.com and G-Star Mobile app.
- What will happen with RAW Rewards in future?
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RAW Rewards will be gradually phased out. For now you keep your stars and levels. You are also transferred to CLUB-G and will get access to exclusive benefits. Every month we will update you through email on your monthly CLUB-G benefits that apply to you. Don't miss out, and keep a close eye on your mailbox.
- When will RAW Rewards be phased out?
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We will inform you about the date separately. Keep a close eye on your mailbox.
- Why are you launching CLUB-G and phasing out RAW Rewards?
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We found out that collecting stars and levels are complicated for many of the RAW Rewards members. Based on that feedback we created a new set of exclusive benefits for our subscribers. We also made it easier to access, you don’t need to collect stars and sort out complicated levels anymore. Instead, we will get all the work done for you and will let you know what benefits you get access to based on your behaviour and data provided. Check out more about the new benefits here (link to the new personalised benefits page).