other relevant topics

FAQ

Find frequently asked questions below.

Track 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?

There are two ways to check the status of your order:

• In your G-Star account: When you log in at G-Star.com and go to “My Account” and then “My orders” you can check the status of the shipment of your order.
When your order has been fully processed, the status will show as “completed”.
Once the order has been shipped the status says “shipped” and a link with the T&T number will appear under the status.
When you click on the link, you will be forwarded to the site of the responsible courier and the tracking info of your order will appear.
Please note that the tracking link is only activated the moment the courier has received the package.

• E-mail: When the package has been shipped out you will receive a shipping confirmation by e-mail with a tracking link of the shipment.
When you click on the link, you will be forwarded to the site of the responsible courier and the tracking info of your order will appear.
Please note that the tracking link is only activated the moment the courier 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?

There are two ways to check the status of your order:

• In your G-Star account: When you log in at G-Star.com and go to “My Account” and then “My orders” you can check the status of the shipment of your order.
When your order has been fully processed, the status will show as “completed”.
Once the order has been shipped the status says “shipped” and a link with the T&T number will appear under the status.
When you click on the link, you will be forwarded to the site of the responsible courier and the tracking info of your order will appear.
Please note that the tracking link is only activated the moment the courier has received the package.

• E-mail: When the package has been shipped out you will receive a shipping confirmation by e-mail with a tracking link of the shipment.
When you click on the link, you will be forwarded to the site of the responsible courier and the tracking info of your order will appear.
Please note that the tracking link is only activated the moment the courier has received the package.

What are the delivery options & delivery costs?

Place your order before 16th of December to receive it before Christmas.

We offer the following delivery options: DHL Parcel and Budbee.

- Standard delivery with DHL Parcel.

For delivery to pickup points:

- Collect at DHL ServicePoints.

- Collect at Budbee Box.

Shipping costs are 55 SEK

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.

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.

Where can I receive my order?

Your order can be delivered to a DHL Service Point, where you can collect it. 

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 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

Is there a maximum order amount?

There may be a maximum amount, depending on the payment method you choose. There is no limit to the order amount for credit card payments on G-Star.com. For PayPal, the maximum order amount is 14000 AUD.

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?

Clicking on Shopping cart will open a page containing an overview of your order. Under your item(s), you'll 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 AfterPay work?

Afterpay allows you to pay your G-STAR purchase in four equal installments without any interest, due every two weeks. The only fees that may apply are late fees for missed payments. The first installment is 25% of your total order amount and this will be immediately charged to you by Afterpay.
When you choose Afterpay in the check-out, you will be asked to log in to your Afterpay account to confirm your payment. The maximum order amount is 1000 AUD. For any questions about your payment, please contact Afterpay for further assistance. More information: https://www.afterpay.com/.

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 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. You may try the items on to see whether they fit and meet your expectations. If you intend on returning them, please ensure that the items do not pick up unpleasant odours as we check all returned clothing for stains and odours. Make sure you wrap the items, with their original labels, in their original packaging. Fill in the attached Return form and put it in the box with the items you wish to return.



You have two options for returning your order. For more info, check 'What are the return options?'. Make sure that your package is sent back using Australia Post only. In your package, you'll find a Return label for Australia Post with a completed consignment ready to go with Tracking ID consignment details. Returning packages using a different courier is at your own risk. If anything should happen to the package, G-Star cannot be held liable. Please drop your package off at any Post office within Australia and allow 3 to 5 business days for your return to be received, checked and credit processed.

What are the rules concerning returning items?

Items that have not been worn and that still have the original labels 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'll find 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.

What are the return options?

There are two options to return your products.
You can return your online order in one of the following selected G-Star Stores*:

G-STAR Store Canberra
G-STAR Store Brisbane Queens Plaza
G-STAR Store Melbourne Central
G-STAR Store Pacific Fair
G-STAR Store Crown Melbourne
G-STAR Store Melbourne Emporium
G-STAR Store Sydney Parramatta
G-STAR Store Melbourne Doncaster
G-STAR Store Warringah Mall
G-STAR Store Sydney Bondi
G-STAR Store Melbourne Chadstone
G-STAR Store Robina
G-STAR Store Melbourne Highpoint
G-STAR Store Sydney World Square
G-STAR Store Sydney The Star
G-STAR Store Perth
G-STAR Store Perth Garden City
G-STAR Store Sydney Pitt St

  • An order can only be returned in the same country the order was placed. Note: if you return your item(s) in a G-Star store, you cannot exchange or receive your money back in cash. When your return is processed by the store, the item price will be refunded to the original payment method within 24 hours. 

You can also return your articles via Australia Post.
In your package, you'll find a Return label for Australia Post with a completed consignment ready to go with Tracking ID consignment details. Returning packages using a different courier is at your own risk. If anything should happen to the package, G-Star cannot be held liable. Please drop your package off at any Post office within Australia and allow 3 to 5 business days for your return to be received, checked and credit processed. For the nearest Post Offices click here.

  • The return is only free via Australia Post.


Please note: items bought in the G-STAR Outlet store, can not be returned in one of the stores above.

When will I receive my money back?

When your return is received by our warehouse, we aim to process it within 2-3 business days. Depending on your original payment method, it will take 1-3 business days for the refund to reach your bank or credit card account. Please note: during SALE this processing time may take longer than indicated above. 

When you return your items at one of the selected G-Star stores, the return will be processed within 1-2 business days. Depending on your original payment method, it takes 1-3 business days before you see your money refunded to your bank or credit card account.

How long does it take to process a return?

From the moment you've returned your order it can take up to a week before we receive your order at our Distribution Centre. We check every returned order. As soon as this check has been made, we will reimbursement of (a part of) your payment. It can take up to a week for you to receive your reimbursement depending on your payment method (bank, credit card etc.).

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.

Kan ik een artikel ruilen voor een andere maat?

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.

Algemeen

Waar kan ik mijn gegevens wijzigen?

Het wijzigen van je persoonlijke gegevens kan in je eigen G-Star account. Wanneer je bent ingelogd, ga je naar "Mijn Account" om je persoonlijke informatie aan te passen.

Mijn vraag staat hier niet tussen.

Vragen die in de klantenservicepagina's niet beantwoord worden kun je stellen aan onze klantenservice. Klik 'hier' voor de contactpagina.

Waar vind ik de Algemene Voorwaarden?

De Algemene Voorwaarden vind je door te klikken op "Algemene Voorwaarden" onderaan elke pagina.

Waar kan ik het Privacy Beleid vinden?

Klik op "Privacy Beleid" onderaan elke pagina.

Ik wil graag werken bij G-Star. Zijn er vacatures?

Alle beschikbare vacatures kun je vinden via "Careers" onderaan elke pagina.

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.

Sales en kortings code

Hoe kan ik mijn welkomstcode krijgen?

Je kunt ons hier.volgen en op de hoogte blijven van het laatste nieuws en promoties.

Je krijgt eenmalig 10% korting (uitgezonderd SALE items) en steeds gratis verzending wanneer je je ingeschreven hebt op de nieuwsbrief van G-Star.

Welkom bij de G-STAR-familie!

Wat zijn de algemene voorwaarden voor vouchers/kortingscodes?

Vouchercodes kun je niet gebruiken voor sale items, tenzij anders vermeld.

Vouchercodes kun je enkel gebruiken voor geselecteerde items, tenzij anders vermeld.

Vouchercodes kunnen niet gebruikt worden op eerdere bestellingen. Er geldt mogelijk een maximale/minimale bestelwaarde als je een vouchercode wilt gebruiken.

Een bestelling waar je een vouchercode voor gebruikt hebt, moet volledig geretourneerd of geannuleerd zijn om een voucher te krijgen.

Vouchers zijn niet overdraagbaar of inwisselbaar voor cash of een tegoed.

Het item dat ik heb gekocht is nu beschikbaar tegen een lagere prijs. Wat zijn mijn opties?

Houd er rekening mee dat onze beleid geen prijsaanpassing omvat. Als het item dat u heeft gekocht nog steeds beschikbaar is in dezelfde maat en kleur, en de korting nu van toepassing is, heeft u de mogelijkheid om uw bestelling te retourneren: U kunt binnen 60 dagen na uw aankoop een retourzending starten en vervolgens een nieuwe bestelling plaatsen tegen de verlaagde prijs.

CLUB-G

Wat is CLUB-G?

CLUB-G is een pakket voordelen speciaal samengesteld voor abonnees van G-Star. Deze voordelen bestaan niet alleen uit speciale vouchers, aanbiedingen en eerste toegang tot sales, maar ook exclusieve G-Star experiences, evenementen, cadeaus, prijzen, diensten en producten. Zorg dat je geabonneerd bent op de CLUB-G/nieuwsbrief en ontvang alle persoonlijke voordelen in je inbox.

Hoe word ik lid van CLUB-G?

Meld je hier aan voor de G-Star-mailings, dan verwennen wij je met persoonlijke aanbiedingen en verrassingen van CLUB-G.

Hoe kan ik mijn deelname aan CLUB-G beëindigen?

Klik op ‘afmelden’ onderaan een e-mail van CLUB-G.

Waarom moet ik mijn aankopen aan mijn e-mail/account koppelen?

Als je al je aankopen in officiële/branded winkels en op g-star.com of in de G-Star-app koppelt aan je account, kunnen wij je verrassen met persoonlijke cadeaus, prijzen, exclusieve evenementen en diensten.

Krijg ik een lidmaatschapskaart/hoe kan ik bewijzen dat ik lid ben?

Je hebt geen lidmaatschapskaart nodig. Je hoeft alleen je e-mailadres in te vullen om je aankoop aan je CLUB-G-profiel te koppelen.

Welke landen doen mee aan CLUB-G?

CLUB-G is vanaf 1 november beschikbaar voor nieuwsbriefabonnees in Nederland, België, Duitsland, Frankrijk, het Verenigd Koninkrijk, de Verenigde Staten en Canada.

Welke winkels doen mee aan CLUB-G?

CLUB-G wordt in oktober geïntroduceerd in Nederland, Duitsland, de Verenigde Staten, België, Frankrijk, het Verenigd Koninkrijk en Canada. Australië en Saoedi-Arabië volgen in november en de rest van de markten in december.

Kan ik mijn profiel in andere landen gebruiken?

Je kunt je CLUB-G-profiel gebruiken in officiële/branded winkels en op g-star.com of in de G-Star-app in deelnemende landen.

Kan ik mijn G-Star-aankopen uit landen waar CLUB-G nog niet actief is koppelen?

Als je G-Star-producten koopt in andere landen dan de deelnemende landen, kun je ze niet aan je account koppelen.

Kan ik mijn G-Star-aankopen uit partnerwinkels aan mijn CLUB-G-account koppelen?

Als je G-Star-producten koopt via onze partners, zoals warenhuizen, marktplaatsen (bijvoorbeeld Amazon of Zalando) en winkels binnen winkels, kun je ze niet aan je account koppelen.

Wat krijg ik als lid van CLUB-G? NL, BE

Nadat je je hebt aangemeld voor de nieuwsbrief/CLUB-G, ontvang je een welkomstgeschenk en toegang tot de volgende voordelen: een cadeautje met je verjaardag, exclusieve prijzen, uitnodigingen voor speciale evenementen, gratis Certified Tailors-dienst. Verder verrassen we je regelmatig met persoonlijke voordelen. Mis deze niet: hou je inbox in de gaten!

Kan ik punten verzamelen voor nog meer voordelen?

Nee, er zijn geen punten meer. Maar als je al je aankopen in officiële/branded winkels en op g-star.com of in de G-Star-app koppelt aan je account, kunnen wij je verrassen met nog meer persoonlijke voordelen.

Hoe krijg ik nog meer voordelen?

Je ontvangt nog meer voordelen als je aankopen die hiervoor in aanmerking komen aan je account koppelt, je e-mails leest en meedoet aan campagnes van CLUB-G. Je kunt je bijvoorbeeld aanmelden voor exclusieve prijzen, deelnemen aan CLUB-G-evenementen, enzovoort.

Hoe kan ik mijn voordelen benutten? NL, BE

Als je abonnee bent van CLUB-G, krijg je toegang tot de volgende voordelen: Gratis Certified Tailor - hier kun je meer lezen over deze dienst (link naar de Certified Tailors-pagina). Over andere persoonlijke voordelen, zoals een cadeautje met je verjaardag, exclusieve prijzen en evenementen op uitnodiging, ontvang je aparte e-mails met meer informatie en de geldende voorwaarden. Controleer regelmatig je e-mail om geen voordelen te missen.

Hoe weet ik welke voordelen voor mij gelden?

We sturen je elke maand een e-mail met je persoonlijke voordelen voor die maand.

Kan ik mijn aanbiedingen en verrassingen van CLUB-G zowel online als in de winkel gebruiken?

Ja, aanbiedingen en verrassingen kunnen worden gebruikt in branded/officiële G-Star-winkels. Aanbiedingen kunnen afwijken voor gebruik online of in de winkel.

Kan ik mijn voordelen inruilen voor iets anders/voor geld?

Nee, je kunt voordelen niet inruilen voor geld.

Kan ik mijn voordelen met iemand anders delen?

Je kunt aanbiedingen of verrassingen niet aan andere deelnemers geven.

Wordt er in de eerste e-mail met ‘voordelen van de maand’ rekening gehouden met mijn aankoopgeschiedenis van vóór CLUB-G?

Ja, we zijn heel blij met onze trouwe klanten en we passen je persoonlijke voordelen aan je bestelgeschiedenis aan.

Can I combine my CLUB-G rewards with other promotions or coupons?

De regels voor aanbiedingen en vouchers variëren. In de e-mail voor elke persoonlijke aanbieding geven we altijd aan welke uitsluitingen en beperkingen er zijn.

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).