Question 1

How can I place an order?

Accepted Answer

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.

Question 2

Can I change my order?

Accepted Answer

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.

Question 3

I can't log in.

Accepted Answer

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 "Change password".

Question 4

Can I choose a different delivery address?

Accepted Answer

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

Question 5

What size should I order?

Accepted Answer

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.

Question 6

How do I create an account?

Accepted Answer

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

Question 7

Can I create a new password?

Accepted Answer

Click on 'Forgotten 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.

Question 8

Will I receive a confirmation of my order?

Accepted Answer

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.

Question 9

How can I track my order?

Accepted Answer

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.

Question 10

Can I cancel my order?

Accepted Answer

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.

Question 11

How can I track my order?

Accepted Answer

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.

Question 12

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

Accepted Answer

UPS will try to deliver your package three times. If possible, the UPS courier will deliver the package to one of your neighbours. If the third attempt to deliver your package fails, UPS will leave it at your nearest UPS / Kiala point. Your package will be held there for a period of 14 days.

Question 13

What are the delivery costs?

Accepted Answer

Shipping is free of charge.

Question 14

What is the delivery time?

Accepted Answer

Most in-stock items arrive within 2-6 business days after your order is shipped from our warehouse in Amsterdam, the Netherlands. ("Business days" means Monday-Friday, excluding holidays.) Please note that the tracking information will be visible after your order has passed through US customs.

Since delivery timeframes vary depending on destination, the most accurate estimate is provided in the shipping confirmation. The tracking information generally becomes visible 48 hours after you have ordered, though this depends on how fast the order passes through US Customs. Please note: Although we try our best to deliver your items within the estimated time frame, delivery dates are not guaranteed.

Please be aware that dispatch may take longer during SALE.

Question 15

Can I choose a delivery address abroad?

Accepted Answer

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

Question 16

Where can I receive my order?

Accepted Answer

Where can I receive my order?

Orders can be sent to your home or office,or to one of the following G-Star stores:

G-STAR Store Beverly Hills

G-STAR Store Boston

G-STAR Store Cherry Hill

G-STAR Store Chicago

G-STAR Store Garden City

G-STAR Store Garden State Plaza

G-STAR Store Jersey City

G-STAR Store Las Vegas

G-STAR Store Los Angeles

G-STAR Store Miami

G-STAR Store Miami Beach

G-STAR Store New York 5th Avenue

G-STAR Store New York Broadway

G-STAR Store New York Soho

G-STAR Store New York Willamsburg

G-STAR Store Newport Beach

G-STAR Store Portland

G-STAR Store San Francisco Chestnut

G-STAR Store San Francisco Geary

G-STAR Store Santa Monica

G-STAR Store White Plains

Question 17

What is UPS My Choice®?

Accepted Answer

After your order has been shipped, you can customize your delivery options with UPS My Choice®.

UPS My Choice® allows you to personalize your delivery for maximum flexibility.

Benefits include:
Receiving pre-delivery notifications of incoming packages via email, text, or phone;
UPS Mobile™ App provides push notifications for timely updates;
Make changes to your delivery (date, time, location) while the package is in transit;
Sign for packages with ease;

Question 18

Does G-Star deliver to Alaska, Hawaii, Puerto Rico, or the U.S. Virgin Islands?

Accepted Answer

Unfortunately, we do not do deliveries to Alaska, Hawaii, Puerto Rico, or the U.S. Virgin Islands at the moment.

Question 19

Which payment methods are available?

Accepted Answer

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

Question 20

Will I receive an invoice of my order?

Accepted Answer

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

Question 21

Is there a maximum order amount?

Accepted Answer

Depending on the payment method there can be a limit on the order amount. There is no limit to the order amount for credit card payments on G-Star.com. For PayPal, the maximum order amount is 10000 USD.

Question 22

Is it safe to pay online at G-Star?

Accepted Answer

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/

Question 23

Where can I fill in my voucher code?

Accepted Answer

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.

Question 24

Terms  and conditions use of discount voucher codes.

Accepted Answer

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

Question 25

How does a payment with PayPal work?

Accepted Answer

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

Question 26

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

Accepted Answer

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.

Question 27

How can I return my G-STAR order?

Accepted Answer

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 or meet your expectations but, if you intend returning them, please ensure that any items
of clothing do not pick up unpleasant odours. We check all returned clothing for stains and odours.

Make sure you wrap the items, with their original labels attached, in their original packaging. Fill in the
Return form you can find in the packaging and put it in the packaging with the items you wish to return.

You have three options for returning your order. For more info, see 'What are the return options?'.

Make sure that your package is sent back using UPS. In your package, you'll find a Return label for
UPS. Returning packages using a different courier is at your own risk. If anything should happen to the package, G-Star cannot be held liable.

Question 28

What are the rules concerning returning items?

Accepted Answer

Items that have not been worn and that still have the original label attached and are in the original 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 of the returned item, using the original payment method, to your account. You'll 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.

Question 29

What are the return options?

Accepted Answer

There are two options you can use to return your products.

The label included in your package states the address to which you should return your package. If you no longer have the Return label, please contact our Customer Services to receive a new one. Please refer to the section Help & Info for contact details.

You can also return your purchased items at one of the selected G-Star stores:*

G-STAR Store Portland
G-STAR Store New York Williamsburg
G-STAR Store New York SoHo
G-STAR Store Los Angeles
G-STAR Store Chicago
G-STAR Store San Francisco Geary Street
G-STAR Store New York Broadway
G-STAR Store Miami Aventura Mall
G-STAR Store Miami
G-STAR Store Garden City
G-STAR Store New York 5th Ave
G-STAR Store Houston
G-STAR Store Beverly Hills
G-STAR Store Newport Beach
G-STAR Store Jersey City
G-STAR Store Las Vegas
G-STAR Store Garden State Plaza
G-STAR Store Cherry Hill
G-STAR Store White Plains
G-STAR Store King of Prussia
G-STAR Store Boston
G-STAR Store Santa Monica

* An order can only be returned from the country in which the order was made.Note: If you use a G-Star store to return your item(s) you cannot exchange an item for a different one or receive your money back instantly. However, when we receive your returned article, the return amount will be reimbursed to you, using the original payment method, generally within 1 working day but it can take up to 1-2 weeks, depending on your payment method (bank, credit card, etc.). Contact the free UPS customer service to have the item picked up.

Contact UPS by phone: 1-800-742-5877

If you plan to have your package picked-up, please fill in the Return form form that you can find in the packaging. Stick the printed Return label on the packaging with the product you wish to return and give the package to the UPS driver.

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

Question 30

When will I receive my money back?

Accepted Answer

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.

Question 31

How long does it take to process a return?

Accepted Answer

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 order the reimbursement of (a part of) your payment. Generally, you will receive the reimbursement within 1 working day but it can take up to 1-2 weeks, depending on your payment method (bank, credit card etc.).

Question 32

Can I return an order if I no longer have the original packaging?

Accepted Answer

Yes. Please put the items you want to return in sturdy packaging (cardboard box) so they will not be damaged.

Question 33

Can I exchange an item for another size?

Accepted Answer

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.

Question 34

Will the delivery costs of my returned item(s) be reimbursed?

Accepted Answer

G-Star pays the delivery costs if you use our UPS courier.

Question 35

Can I return my order in a store?

Accepted Answer

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

G-STAR Store Portland
G-STAR Store New York Williamsburg
G-STAR Store New York SoHo
G-STAR Store Los Angeles
G-STAR Store Chicago
G-STAR Store San Francisco Geary Street
G-STAR Store New York Broadway
G-STAR Store Miami Aventura Mall
G-STAR Store Miami
G-STAR Store Garden City
G-STAR Store New York 5th Ave
G-STAR Store Houston
G-STAR Store Beverly Hills
G-STAR Store Newport Beach
G-STAR Store Jersey City
G-STAR Store Las Vegas
G-STAR Store Garden State Plaza
G-STAR Store Cherry Hill
G-STAR Store White Plains
G-STAR Store King of Prussia
G-STAR Store Boston
G-STAR Store Santa Monica

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.
Items bought in the G-STAR Outlet store, can not be returned in one of the stores above.

Question 36

Where can I change my details?

Accepted Answer

You can change your personal details in your G-Star account. After login, go to 'My account' to change your personal information.

Question 37

My question is not listed here.

Accepted Answer

Ask our Customer Services Department any questions that are not answered on the Customer Services pages. Click 'Contact' for the contact page.

Question 38

Where can I find the General Terms and Conditions?

Accepted Answer

You'll find our Terms and Conditions by clicking on the link "Terms & Conditions" at the bottom of each page.

Question 39

Where is the Privacy Policy?

Accepted Answer

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

Question 40

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

Accepted Answer

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

Question 41

What about the brand protection?

Accepted Answer

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/

Question 42

Why is raw denim durable?

Accepted Answer

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.

Question 43

Which products have lifetime warranty?

Accepted Answer

All items on the website that have a lifetime warranty label/stamp.

Question 44

Why don’t all products have lifetime warranty?

Accepted Answer

Not all products are designed to last a lifetime, some products have a specific design (e.g. tears on the knees) or characteristic such as light fabrics and washed textures (especially for summer seasons which makes the products more vulnerable.

Question 45

What do I do when the product I have bought with lifetime warranty is damaged?

Accepted Answer

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.

Question 46

Hoe kan ik mijn welkomstcode krijgen?

Accepted Answer

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

Je krijgt eenmalig 15% 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!

Question 47

Wat zijn de algemene voorwaarden voor vouchers/kortingscodes?

Accepted Answer

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.

Question 48

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

Accepted Answer

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.

Question 49

Wat is CLUB-G?

Accepted Answer

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.

Question 50

Hoe word ik lid van CLUB-G?

Accepted Answer

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

Question 51

Hoe kan ik mijn deelname aan CLUB-G beëindigen?

Accepted Answer

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

Question 52

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

Accepted Answer

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.

Question 53

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

Accepted Answer

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

Question 54

Welke landen doen mee aan CLUB-G?

Accepted Answer

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

Question 55

Welke winkels doen mee aan CLUB-G?

Accepted Answer

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.

Question 56

Kan ik mijn profiel in andere landen gebruiken?

Accepted Answer

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.

Question 57

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

Accepted Answer

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

Question 58

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

Accepted Answer

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.

Question 59

Wat krijg ik als lid van CLUB-G in Duitsland?

Accepted Answer

Nadat je je hebt aangemeld voor de nieuwsbrief/CLUB-G, ontvang je een welkomstgeschenk en toegang tot de volgende voordelen: gratis verzending voor al je bestellingen, 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!

Question 60

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

Accepted Answer

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!

Question 61

Wat krijg ik als lid van CLUB-G? UK, FR, US, CA

Accepted Answer

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. Verder verrassen we je regelmatig met persoonlijke voordelen. Mis deze niet: hou je inbox in de gaten!

Question 62

Kan ik punten verzamelen voor nog meer voordelen?

Accepted Answer

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.

Question 63

Hoe krijg ik nog meer voordelen?

Accepted Answer

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.

Question 64

Hoe kan ik mijn voordelen benutten? Duitsland

Accepted Answer

Als je abonnee bent van CLUB-G, krijg je toegang tot de volgende voordelen: Gratis verzending - wordt automatisch toegepast bij het afrekenen, maar vergeet niet om hetzelfde e-mailadres te gebruiken waarmee je ingeschreven staat bij CLUB-G. 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.

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