- How can I return my order?
You can return an article up to 30 days after receiving it.You may try on the items (with the exception of underwear) to see whether they fit and if the model meets your expectations. Underwear may only be returned in its 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 shoebox in another box.Make sure you wrap the items with their original labels and in their original packaging. Fill in the attached Return form and put it in the box with the items you wish to return.For more info on your return options, see 'What are the return options?’You are liable for any diminished value of the product(s) meaning that all items are returned in the same condition they were in upon your receipt; the items should not have been damaged, soiled, washed, altered or worn (other than to try the item on) and any labels or tags should be intact. The items should be returned with price tag and labels attached, in original packaging.Returning packages using a different label then the one provided 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?
Under EU law you have the right to withdraw from the contract you have concluded with us within 14 calendar days after delivery of the products. Because it is important to us that you are happy with the products you have ordered, we have extended this withdrawal period to 30 calendar days for orders you place on G-Star.com.You can let us know that you want to return the products within 30 calendar days after the product is delivered to you, without giving us any reason. Please note that if you have ordered multiple products in one order which are delivered separately, this 30 day period starts running on the day after the day on which the last product has been delivered.You can exercise your right of withdrawal by informing us that you want to return the products, by using the model withdrawal form that you can find here. Withdrawal formYou can also inform us by another unequivocal statement (e.g. a letter sent by post or e-mail). To meet the withdrawal deadline, it is sufficient that you send this statement to us before the withdrawal period ends.
You have an obligation to return the products to us without undue delay and no later than 14 days from the day on which you have communicated your decision to return the products to us. If you return the products using DHL, you will not incur any costs for returning the products. If you choose to return the products in a different way, you will have to pay the return costs yourself.If you want to return products, we ask that you do not use them in any other way than what is reasonably necessary to decide if you want to keep the products. This means that you are allowed to fit the items, but that you cannot wear or wash them. Note that if you do not comply with the foregoing and the value of the product diminishes as a consequence thereof, we can hold you liable for such diminished value. We also request that you return the products in the original packaging and with the labels attached, were possible, and that you add the return form in the box in which you return the goods, to help us process the return. If you are returning shoes, please put the original shoe box in another box. Please note that underwear can, for hygienic reasons, only be returned in its original, sealed and unopened packaging.
If you inform us that you wish to return a product, we shall reimburse to you all payments received, including the delivery costs (with the exception of any supplementary costs resulting from your choice of delivery other than the least expensive type of standard delivery offered by us) and in any event not later than 14 days from the day on which we are informed about your decision to exercise your right of withdrawal. We may withhold the reimbursement until we have received the products back or until you have supplied evidence of having sent back the products, whichever is earliest. We will carry out your reimbursement using the same means of payment you used for your initial transaction.
- What are the return options?
You can drop off your return at one of the 1,700 DHL Service Point. Click here to find your nearest DHL Service Point. Don't forget to ask for a return receipt.
Please don't forget to fill in the attached return form and put the it back in the box.
- 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 Service Point, 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 payment. 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.