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FAQ

Find frequently asked questions below.

Where is my order?

Ordering

How can I place an order?

If you would like to buy one of our products just click on 'Place in shopping cart'. To finalize your order, click on the shopping cart which you will find at the top right corner of your screen. You will then be taken to the payment process page where you can fill in your delivery and billing address and choose your method of payment.

Can I change my order?

When you have placed and paid for your order, it's prepared for transport almost immediately. As soon as the status of your order is 'completed', you can no longer change your order. If you wish you can return the entire order or any items that you don't want using the return procedure.

I can't log in.

If you are experiencing problems trying to log in to the website, please check which error message you are receiving. The most common error is typing in a wrong e-mail address or password. You can always choose to create a new password by clicking on your name in the top right corner and then on "My account".

Can I choose a different delivery address?

Yes, during check-out you can choose to 'Add a new address' where you can enter a different address than the billing address.

What size should I order?

To find your size, check the label of a G-Star item that fits you well. If you no longer have one, check our 'size guide' on the product page which converts your body measurements into G-Star clothing sizes.

How do I create an account?

By clicking on 'Login' at the top right corner of your screen and choosing 'Create account'.

Can I create a new password?

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?

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 can I track my order?

You can check the status of your order on your account page. When your order has been fully processed, the status will change to 'completed'. When the package is on your way, you'll receive a shipping confirmation with a tracking link of that shipment.

Please note the tracking link is only activated the moment the carrier has received the package. 

Can I cancel my order?

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

How can I track my order?

You can check the status of your order on your account page. When your order has been fully processed, the status will change to 'completed'. When the package is on your way, you'll receive a shipping confirmation with a tracking link of that shipment.

Please note the tracking link is only activated the moment the carrier has received the package. 

What happens if no one is present to receive the delivery?

The courier of DHL Express will leave a card in your mailbox. Through their On Demand Delivery website (delivery.dhl.com), you can arrange a different delivery method online within 7 days after the first delivery attempt.

What are the delivery costs?

Shipping costs are 170.00 NOK.

Delivery prices may vary during promotions and offers

What is the delivery time?

The delivery time is 3-4 working days. Please be aware that dispatch may take longer during SALE.

NOTE: Please be aware that in order to receive your order before the Christmas holidays, you should place your order by the 19th of December.

Can I choose a delivery address abroad?

No, deliveries abroad are not available at this time. This is also not possible for store deliveries. The delivery address must be in the same country as the Online Store in question.

Does G-Star deliver to Svalbard/Spitsbergen?

Unfortunately we do not deliver to Svalbard/Spitsbergen.

What is climate neutral shipping?

We insist on high standards and select climate protection projects based on both their environmental and social benefits. With DHL Express GoGreen climate neutral service we can help offset our greenhouse gas logistics emissions through investments in internationally recognized climate protection projects.

The emission calculation and offsetting of greenhouse gas emissions are verified by the Swiss-based auditor Société Générale de Surveillance SA (SGS). This happens in accordance with the global, cross-industry “GHG Protocol for Products” standard, the European Standard EN 16258 and ISO 14064 standards.

Payment

Which payment methods are available?

At the bottom of each page, you will find the different payment methods.

Will I receive an invoice of my order?

Yes, you will. 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 (url open in same tab: https://www.g-star.com/about-us/responsibility ) for our Sustainability projects.

Is there a maximum order amount?

There is no limit to the order amount for credit card payments on G-Star.com.

Is it safe to pay online at G-Star?

Like most trustworthy websites, we use SSL technology (Secure Socket Layer) to protect your personal information when it's being sent over the Internet. SSL is the standard for payments over the Internet and is supported by Chrome, Firefox, Microsoft Internet Explorer, Safari and other popular browsers. We use this technology to encrypt sensitive information before it is sent over the Internet. SSL technology prevents your information from being accessed when you are submitting it.

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/

Where can I fill in my voucher code?

By clicking on the shopping cart a page will open containing an overview of your order. Under your item(s), you will find the text 'Do you have a voucher code?'. Click here to enter the code.

Terms and conditions use of discount voucher codes.

  • One discount voucher code exchangeable per order
  • Possibly not applicable on sale items
  • Possibly only applicable on selected items
  • Possibly only applicable on orders with a minimum / maximum order value
  • A replacement voucher is only generated once after an order, on which a voucher code with an absolute amount was used, was returned or cancelled. 
  • When a discount voucher code value is higher than the order value, no new discount voucher code is generated for the rest amount

How does a payment with PayPal work?

When selecting PayPal at the checkout you will be asked to log in to your account to confirm the payment.

How does a payment with Klarna work?

With Klarna you can pay later on. After receiving your order, within a few days you will get a payment overview by e-mail from Klarna. After receiving your payment overview, you will have 30 days to pay for your order. For any questions about payment please contact Klarna.

How does a payment with Visa, Mastercard and American Express work?

We accept payments by Visa, Mastercard and American Express. Like most trusted sites, we use SSL (Secure Socket Layer) technology to protect your personal information when it is sent over the internet. When you pay with a credit card, we will first make a pre-authorisation of the purchase cost on your card (please note: this is a temporary hold and not an actual charge on your credit card). When your order is sent, the final purchase cost will be charged to your credit card. When the order is canceled, the hold will be removed from the credit card within a few business days (this will depend on your bank). For questions about the pre-authorisation, please contact your bank.

Returns

How can I return my G-Star RAW order?

You can return an article up to 60 days after receiving it.

For returns of products from orders containing only discounted items placed from 21-04-2023, the buyer will bear the direct costs of the return. All other orders are eligible for free returns.

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 99 NOK 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 or reach out to our Customer Service for more information.

*G-star may from time to time offer additional free returns. 

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. Face masks and underwear cannot be returned. 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.

What are the return options?

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 or arrange a Pickup via mydhl.express.dhl

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 center. 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.

General

Where can I change my details?

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.

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?

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?

Click on "Privacy Policy at the bottom of each page.

I would like to work for G-Star. Are there any vacancies?

You will find all the current vacancies by clicking on "Careers" at the bottom of each page.

What about the brand protection?

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/

Wear your denim till the end

Why is raw denim durable?

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?

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?

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?

You can join us and stay up to date with latest news and offers here.

You get a one-time 15% off (SALE items excluded)

Welcome to G-Star RAW family!

What are vouchers/promo codes 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.

The item I bought is now available at a lower price. What are my options?

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?

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?

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?

Click 'unsubscribe' in the bottom part of any email from CLUB-G.

Why should I link my purchases to my email/account?

To delight you with personal gifts, giveaways, exclusive events, and services, make sure you link all your purchases made 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?

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?

CLUB-G is available for email subscribers in the Netherlands, Belgium, Germany, France, the UK, the US, Canada, Spain, Sweden, Austria, Bulgaria, Poland, Hungary, Denmark, Greece, Portugal, Czech Republic, Norway, Slovakia, Latvia, Slovenia, Italy, Switzerland, Estonia, Finland, Lithuania, Ireland and South Africa as of 6th December.

Which stores are participating to CLUB-G?

N/A

Can I use the profile all over the world?

You can use your CLUB-G profile 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?

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?

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 in Germany?

After sign-up to Newsletter/CLUB-G, you get a welcome gift from us and access to the following benefits: free shipping for all orders, 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.

What do I get from being part of CLUB-G? NL, BE

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.

What do I get from being part of CLUB-G? UK, FR, US, CA

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. 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?

No more traditional point-collecting. However, if you link your purchases made 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?

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? Germany

If you are a CLUB-G subscriber you get access to the following benefits. Free delivery - will apply automaticly on check-out but don't forget to use your email address you get CLUB-G emails to. 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 use benefits? NL, BE

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 use benefits? UK, FR, US, CA

If you are a CLUB-G subscriber you have access to personalised benefits like Birthday Gift, Exclusive Giveaways, and Invitation Only Events we will inform you in a separate email with additional details and terms and conditions. Check your email regularly to enjoy more benefits.

How can I know which benefits apply to me?

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?

Offers and surprises can only be retrieved online on g-star.com and through the G-Star app.

Can I exchange my benefits for another item/monetary value?

No, benefits cannot be exchanged for money.

Can I share my rewards with someone else?

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?

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?

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?

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 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?

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?

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?

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?

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?

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).

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