Frequently Asked Questions

General

  • WHERE CAN I FIND TERMS & CONDITIONS?

    Click on "Terms & Conditions" on the bottom of any page.

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  • HOW CAN I CONTACT CUSTOMER SERVICES?

    Telephone or via email. This information can be found via 'Contact us' at the bottom of any page.

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  • WHERE CAN I FIND THE PRIVACY POLICY?

    Click on "Privacy Policy" on the bottom of any page.

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  • I HAVE A QUESTION, WHICH I CANNOT FIND AN ANSWER FOR IN THE FAQ?

    Questions you do not get answered immediately, you can ask by phone or e-mail. You can find details under 'Contact us' at the bottom of any page.

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  • HOW DO I CHANGE MY PERSONAL INFORMATION?

    Click on “Account” on the top right hand corner of any page. Enter your sign-in information, then update your personal information as required.

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  • I WOULD LIKE TO WORK AT G-STAR. DO YOU HAVE ANY VACANCIES?

    All current vacancies are listed at http://jobs.g-star.com

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Ordering

  • HOW DO I PLACE AN ORDER IN THE G-STAR ONLINE SHOP?

    When you have selected a garment you wish to purchase, click "Add to Shopping Bag". To complete the purchase, click on “Shopping Bag” on the top right hand corner of the screen. This will take you through to the checkout process, where you will enter your shipping address and select payment details - (credit card or iDeal).

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  • I’M HAVING TROUBLE SIGNING IN

    If you have trouble signing into our website, first check the specific text of the error message you received. The most common problem is a misspelled address or password (ensure both your CAPS LOCK and NUM LOCK facilities are off). If the problem persists, contact Customer Services (through the button at the bottom left hand corner of the screen) and we will email you a new password.

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  • HOW CAN I TRACK MY ORDER?

    Click on “Account” on the top right hand corner of any page. Enter your sign-in information, then check the status of any outstanding order.

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  • HOW DO I KNOW WHAT SIZE TO ORDER?

    If you do not have a current G-Star garment on which to base your size, click on the 'Size Guide', which you will find on every product page in the webshop. This converts body measurements to G-Star clothing sizes.

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  • CAN I SPECIFY A DIFFERENT SHIPPING ADDRESS?

    Yes. In the checkout process, select "Send my order to my shipping address,” then – upon request - enter a different address from the billing address.

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  • HOW DO I CREATE AN ACCOUNT?

    Click on "Account" on the top right-hand corner of any page. Choose "Create new account" from the pop-up screen and follow the instructions as requested.

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  • I FORGOT MY PASSWORD. CAN I GET A NEW ONE?

    Yes. Click on "Account" on the top right-hand corner of any page. Choose "Forgot your password?" from the pop-up screen and follow the instructions. Within a few minutes you will receive an email with a link to a page where you can enter your new password.

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  • CAN I CHANGE MY ORDER?

    If your garments are still in the Shopping Bag, you can delete them at any time and choose alternative items. If you have completed the checkout process, including payment, then you can no longer make any changes. When you receive your order, you can return those products you do not wish to keep.

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  • CAN I CANCEL MY ORDER?

    That depends on its shipping status. Contact Customer Service as soon as possible, quoting your order number.

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  • HOW CAN I CONFIRM G-STAR HAS RECEIVED MY ORDER?

    After receiving your order, we will send a confirmation email. Receipt of this confirms your order has been successfully.

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Payment

  • WHAT PAYMENT METHODS DO YOU ACCEPT?

    You can pay your order with iDeal, credit card (VISA / Mastercard / American Express), Paypal or choose for Afterpay Invoice.

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  • Do I receive an invoice with my order?

    Yes. During the checkout process you will enter a billing address. If the shipping address and billing address are the same, the invoice will be attached to your order. If the two addresses are different, a standalone invoice will be sent to your billing address.

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  • HOW DOES PAYING WITH iDEAL WORK?

    Available to customers of ABN AMRO, Fortis, ING, Rabobank and SNS Bank, iDeal is a system that instantly connects you to your own bank’s online banking application when you purchase items on the web. It does not require you to register, download files or create an account, maximizing your security. Once your bank has authorized your purchase, the order is processed immediately. Payments to G-Star are handled by a third-party, certified company, guaranteeing your privacy.

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  • HOW DOES PAYING WITH A CREDIT CARD WORK?

    If you choose to pay by credit card, you will be asked to fill in your credit card number, name, expiration date and CVC code during stage 3 of the checkout process. Funds are then debited immediately from your credit card supplier. Payments to G-Star are handled by a third-party, certified company, guaranteeing your privacy.

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  • HOW DOES G-STAR GUARANTEE THE SAFETY OF MY ONLINE PAYMENT?

    Like the vast majority of online stores, G-Star uses SSL (Secure Socket Layer) technology to protect user’s personal information when transmitted via the Internet. SSL is the standard for internet payments and is supported by Firefox, Microsoft Internet Explorer and other popular browsers. We use it to encrypt sensitive information before it is sent over the Internet.

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  • IS THERE A LIMIT ON THE ORDER AMOUNT?

    Depending on the payment method there can be a limit on the order amount. If you would like to pay by credit card the limit is € 1200,- per order. If you would like to pay with Klarna, there is a limit of € 250,-. If iDeal is the payment method of your choice there is no limit on the order amount.

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  • HOW DOES PAYING WITH AFTERPAY INVOICE WORK?

    AfterPay processes for G-Star RAW the ‘pay after delivery’ payment method. This implies that you will receive a digital acceptgiro from AfterPay to fulfill your payment to G-Star. You can pay with the AfterPay payment method for a limit of € 500.

    AfterPay performs a data check before accepting the payment request. AfterPay has a strict privacy policy as described in their privacy statement. For the unlikely event that your payment has not been accepted, we would advise to use another payment method to place your order.

    If you have any questions, please contact AfterPay. For more information we would like to guide you to the consumer website of AfterPay.

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Delivery

  • WHAT ARE THE SHIPPING COSTS FOR MY ORDER?

    Shipping is free on orders above € 50,-. On orders < € 50,- shipping costs are € 4,95 per order.

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  • HOW LONG DO DELIVERIES TAKE?

    2-3 working days.

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  • WHERE CAN I RECEIVE MY ORDER?

    Orders can be sent to an address of your choice, or to one of the following selected G-Star Stores:

    G-Star Raw Store Amsterdam PC 

    G-Star Women Amsterdam  

    G-Star Raw Store Leiden  

    G-Star Raw Store Den Haag

    G-Star Raw Store Utrecht

    G-Star Raw Store Rotterdam 

    G-Star Raw Store Rotterdam Meent

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  • CAN I DELIVER ORDERS TO DIFFERENT COUNTRIES?

    No. The delivery address for an order must be in the same country as the host web-shop.

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  • WHAT HAPPENS IF I’M NOT HOME WHEN THE ORDER IS DELIVERED?

    If our appointed delivery agent is unable to deliver your package, they will attempt to leave it with a neighbour. If this is not possible, the driver will post a message through your letter-box containing a "not-home-code." On your return, you can access www.postnl.nl/ontvangen and enter your code and preferred delivery method - neighbours or post office. If you don't access the website, the delivery driver will automatically attempt a second delivery on the next working day.

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Returns

  • WHAT ARE YOUR RULES ON RETURNS?

    Unworn items still bearing the original label and in original packing can be returned within 14 days of receipt. Full details of the return policy are outlined on your invoice.

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  • WHEN WILL I RECEIVE MY REFUND FOR A RETURNED PRODUCT OR ORDER?

    Funds will be debited to your bank or credit card account 2-3 weeks after your order is delivered to a PostNL location.

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  • WHY DOES IT TAKE 2-3 WEEKS TO PROCESS MY REFUND?

    From the point at which you drop off your order to the DHL service point, it can take a further week to arrive back at our warehouse. Once a satisfactory check is completed on the returned item(s), we instruct our payment service provider to refund the relevant payment. Depending on your bank / Credit Card Company, it may take several days to one week before the money is credited to your bank or Credit Card account.

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  • HOW SHOULD I RETURN A PRODUCT WHEN THE PACKAGING IS DAMAGED?

    Place the items you wish to return in a sturdy carton box to ensure no damage is caused during transit.

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  • WHERE DO I SEND THE PRODUCTS I WANT TO RETURN?

    All return orders are processed through PostNL locations. Use the "postkantoorzoeker" on www.PostNL.nl to find the most convenient one in your neighbourhood. The return address of PostNL is:


    G-Star RAW, Antwoordnummer 46620, 1060 VE Amsterdam, Nederland.


    Don't forget to add the return form, which is attached to the invoice receipt and to state the reason for the return. We suggest you also make a copy for your administration.

    NEW: IN STORE RETURNS


    You can also return your online order in one of the following selected G-Star Stores*:


    G-Star Raw Store Amsterdam PC 

    G-Star Women Amsterdam  

    G-Star Raw Store Leiden  

    G-Star Raw Store Den Haag

    G-Star Raw Store Utrecht

    G-Star Raw Store Rotterdam 

    G-Star Raw Store Rotterdam Meent


    *It is only possible to exchange items in the same country the order was placed.


    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.

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  • CAN I RETURN AN ITEM I BOUGHT ONLINE TO A G-STAR STORE?

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

    G-Star Raw Store Amsterdam PC 

    G-Star Women Amsterdam  

    G-Star Raw Store Leiden  

    G-Star Raw Store Den Haag

    G-Star Raw Store Utrecht

    G-Star Raw Store Rotterdam 

    G-Star Raw Store Rotterdam Meent


    *It is only possible to exchange items in the same country the order was placed.


    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.

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  • Is it possible to exchange an article for a different size?

    If you want articles replaced for a different size or color, or you want a different item, you will need to place a new order.

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  • DO I RECEIVE THE SHIPPINGCOSTS BACK WHEN I RETURN (PART OF) MY ORDER?

    You only receive your shippingcosts when you return your total order. Return costs can never be refunded.

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