Question 1

How do I track my G-STAR order?

Accepted Answer

We always aim to ship your order within 24 hours after purchase. Tracking information will be shared with you via email. There are two easy ways to track your order status:

Option 1: Click on “Track my order” You need to fill in your zip code and your order number

Option 2: If you have a G-Star account, please log in to your G-Star account and navigate to “View my orders” You will be able to view your order history and see the tracking information for each order.

NOTE: Orders that are placed as guest can only be tracked via “option 1”

In case you still need assistance, please contact customer service.

Question 2

Can I modify my delivery address?

Accepted Answer

Once your order is placed, we are able to modify your delivery address within 4 hours. We recommend that you contact our customer service via phone or chat in order to quickly assist you.

We aim to process every order as fast as possible, modifying an address is not always possible. You can also wait for the order to be shipped and contact the carrier to update the delivery address.

In case you need assistance, please contact our customer service.

Question 3

My order is delayed

Accepted Answer

We are sorry to hear that. We aim to ship your order within 24h after receiving it; however, please allow 48 hours for tracking information to be shared with you via email.

Has your order been placed earlier than 48 hours ago and you still haven’t received the shipping confirmation?

Please follow the below steps:

Step 1: Check your order status via “Where is my order”

Step 2: Check the track and trace 'if available'

Note: The total transit time from the moment you received the shipping confirmation to the estimated delivery day is 6-16 days.

Step 3: If the estimated delivery time has passed, please contact customer service

Please note that delivery times may be longer during SALE, Black Friday, and Cyber Monday.

Question 4

I have not received my order yet

Accepted Answer

We are happy to assist you. If your order is marked as delivered but you are still missing your G-STAR item(s); please follow the below steps:

Step 1: Check if you received two or more shipping confirmations for the same order. This means that you will receive multiple packages separately. Make sure that you check each track and trace information for each of the item(s)

Step 2: Make sure that the delivery address shown in the carrier portal matches your delivery address; some carriers will deliver your parcel(s) to neighbors or a pick-up location

Step 3: If your order still shows delivered but you were not able to locate it, please contact customer service

Question 5

What are the delivery options & delivery costs?

Accepted Answer

We currently offer the following delivery options:

1) You can ship your order to your home, office, or any other address (no P.O. boxes) within the United States. Standard shipping is free for orders over $100; for orders under $100, a shipping fee of $7.00 applies.

- If the item is available in our US warehouse, the delivery time is approximately 4–7 days.
- If the item is shipped from our warehouse in the Netherlands, the delivery estimation is 6–16 days from the moment you place the order on G-Star.com.

2) You can also pick up your order at a selected G-Star store:

G-STAR Store King of Prussia
G Star RAW Store Garden State Plaza
G Star RAW Store Pentagon City
G Star RAW Melrose

You will receive a pick-up confirmation once your order has arrived in the store.

NOTE: Please be informed that we are currently unable to deliver to the following locations: Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands or PO boxes.

Question 6

I received the wrong item

Accepted Answer

In case you receive a wrong, damaged, or defective item, you can immediately return your item free of charge and place a new order.

Question 7

What if I am not available to receive my order?

Accepted Answer

In general, your order will be either left at your front door when it is safe to do so, sent to a pick-up location near your address, or it will be returned to G-STAR as undeliverable;

In each case, you will be able to view the delivery status via the carrier portal, or via the “where is my order” page.

In case you still need assistance, please contact customer service.

Question 8

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 9

How can I return my G-STAR order?

Accepted Answer

All G-Star purchases have a 60-days return policy. Note that there will be no prepaid return label in the box.

For orders containing products labeled on the website as 70% off a return cost of $7 USD will be automatically deducted from the refund amount for those particular styles. All other items and orders are eligible for free returns.

There are two options to return your order.

Option 1: Visit our return portal. Submit your order number and email address, you will then be asked to select the item(s) you want to return and be able to download your return label.

Option 2: You can return your item(s) to one of the following G-Star stores:

G-Star RAW Store King of Prussia

G Star RAW Store Garden State Plaza

G Star RAW Store Pentagon City

G Star RAW Melrose Ave

G Star RAW Store Miami Aventura Mall

G Star RAW Store Garden City

G Star RAW Store Houston

G-Star RAW Outlet Woodbury

G-Star RAW Outlet Jersey Gardens

G-Star RAW Outlet Las Vegas

G-Star RAW Outlet Sawgrass

NOTE: you will need to show a proof of purchase to be able to return your item(s) at a G-Star store.

Please be aware that:

It is not possible to pick-up an order in a different country than where it is ordered online.
It is not possible to return an order in a different country from where you have purchased the original item.

Question 10

I need a return label!

Accepted Answer

To generate a new return label, please visit our return portal. Submit your order number and email address, you will then be asked to select the item(s) you want to return and be able to download your return label. You can also track the status of your return directly from the same portal.

Question 11

Where is my refund?

Accepted Answer

You refund will always be issued back to your original payment method.

Once we receive and process your return in our warehouse, it will take up to 5 days for the refunded amount to be available back to your original payment method.

You can generally expect to receive your refund within 7-12 days after you hand your parcel to the carrier or a drop-off location.

Please allow an extra 3 days during sales and high season periods (e.g.: Black Friday, Cyber Monday, Christmas and New Year).

NOTE: G-STAR will never send you an SMS or email asking you to confirm your information for a refund.

Question 12

When will I receive my refund?

Accepted Answer

The Refund time frame depends on the following factors:

Carrier, processing time at the warehouse and your payment method

Once we receive and process your return in our warehouse, it will take 2-3 business days for the refunded amount to be available back to your original payment method. You can generally expect to receive your refund within 7-12 days after you hand your parcel to the carrier or a drop-off location.

Note: Please allow an extra 3 days during sales and high season periods (e.g.: Black Friday, Cyber Monday, Christmas and New Year).

Klarna: After receiving your return confirmation we advise you to reach out to Klarna directly for refund status and refund timeframe.

Question 13

Can I exchange my order?

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 14

What is the G-STAR return policy?

Accepted Answer

All G-Star purchases have a 60-days return policy and must be returned in the country of purchase.

Don’t take tags and/or labels off

The product must be unused and not damaged

Returning underwear and/or face mask is not accepted

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. You cannot exchange items.

Question 15

What are the return costs?

Accepted Answer

All G-Star purchases have a 60-days return policy. Note that there will be no prepaid return label in the box.

For orders containing products labeled on the website as 70% off a return cost of $7 USD will be automatically deducted from the refund amount for those particular styles. All other items and orders are eligible for free returns.

There are two options to return your order.

Option 1: Visit our return portal. Submit your order number and email address, you will then be asked to select the item(s) you want to return and be able to download your return label.

Option 2: You can return your item(s) to one of the following G-Star stores:

G-Star RAW Store King of Prussia

G Star RAW Store Garden State Plaza

G Star RAW Store Pentagon City

G Star RAW Melrose Ave

G Star RAW Store Miami Aventura Mall

G Star RAW Store Garden City

G Star RAW Store Houston

G-Star RAW Outlet Woodbury

G-Star RAW Outlet Jersey Gardens

G-Star RAW Outlet Las Vegas

G-Star RAW Outlet Sawgrass

NOTE: you will need to show a proof of purchase to be able to return your item(s) at a G-Star store.

Please be aware that:

It is not possible to pick-up an order in a different country than where it is ordered online.
It is not possible to return an order in a different country from where you have purchased the original item.

Question 16

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 17

How can I find the right size and fit?

Accepted Answer

Since sizes and measurements can vary across different categories and styles, we do our best to assist you in finding the right size for you. You can navigate to the product you want to purchase and click on the size chart to determine your size.

You can also find links to the appropriate size chart on all of our product pages.

You also benefit from a 60-day return policy.

Question 18

Why was my order canceled?

Accepted Answer

In most cases, your order got canceled because your payment was not successfully processed, your delivery address was incomplete, or the item you ordered is out of stock.

Please refer to the cancelation confirmation email you received for the cancel reason. You can also get in touch with our customer service team who can assist you in placing a new order so you don’t miss on your favorite denim style.

Question 19

Why is my voucher code not applied to all items in my shopping bag?

Accepted Answer

Vouchers can’t be applied on sale items unless stated otherwise.

Vouchers can only be applied on selected items unless stated otherwise.

Question 20

Why can I not place an order?

Accepted Answer

We always aim to make your online shopping fast and easy. In case you are having trouble completing your order, please follow the below steps:

1- Double check your delivery and payment details, including the billing address for any missing or incorrect information.

2- Clear your cache and cookies before you try to place the order again.

3- Make sure that items in your shipping bag haven’t sold out in the meantime.

4- Wait 24 hours before attempting a new purchase

In case you still need assistance, please contact our customer service team

Question 21

I received the wrong item

Accepted Answer

In case you receive a wrong, damaged or defective item, you can immediately return your item free of charge and place a new order.

Question 22

Does G-STAR offer a student discount?

Accepted Answer

That's right, students can benefit from 20% discount - and it couldn't be easier.

For instant access to this discount simply join now and verify your student status with UNiDAYS.

Question 23

See something say something

Accepted Answer

We would like to hear from you if you spot something on our website that is not working as expected or you would like to share feedback about your shopping experience.

You can also contact us to submit a complaint or just to say hi!

You can contact us via customer services

Question 24

How do I track my G-STAR order?

Accepted Answer

We always aim to ship your order within 24 hours after purchase. Tracking information will be shared with you via email. There are two easy ways to track your order status:

Option 1: Click on “Track my order” You need to fill in your zip code and your order number

Option 2: If you have a G-Star account, please log in to your G-Star account and navigate to “View my orders” You will be able to view your order history and see the tracking information for each order.

NOTE: Orders that are placed as guest can only be tracked via “option 1”

In case you still need assistance, please contact customer service.

Question 25

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 26

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 27

What are your payment options?

Accepted Answer

You can use the following payment options to pay for your online purchase:

American express

Master card

Visa

Discover

PayPal

Klarna

Apple Pay

Question 28

Where is my digital invoice?

Accepted Answer

Your digital invoice is always shared with you digitally to your email address once your order is fully shipped. The invoice is attached to the e-mail. Providing the invoice digitally is part of our sustainability contribution.

Do you want to know more about how G-Star contributes in sustainability? Please check our sustainability projects for more information.

Question 29

Can I pay for my order with installments?

Accepted Answer

Yes, that is possible. By using Klarna you can split your purchase into 4 interest-free payments. More information can be found on Klarna.com

Question 30

Does G-STAR offer a student discount?

Accepted Answer

That's right, students can benefit from 20% discount - and it couldn't be easier.

For instant access to this discount simply join now and verify your student status with UNiDAYS.

Question 31

How do I use G-STAR voucher, and what are the terms and conditions?

Accepted Answer

You will be able to enter your voucher code once you are in the shopping bag page. Under the product image you will be able to add your voucher code and then click on “Apply”

Voucher 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.

Question 32

When will I be charged for my order?

Accepted Answer

You are charged for your order once it has been shipped.

Please be informed that we will place an initial authorization for the total amount of your order immediately after you place the order. This is a temporary hold on funds that will automatically drop off within a few days.

Note: If your order includes multiple shipments and deliveries, you will see a charge for each item as it gets shipped.

Question 33

Can I use a G-STAR store gift card as a payment on G-Star.com?

Accepted Answer

If you have a valid store gift card you can contact our customer service. Our team will convert your store gift card into an online voucher.

Question 34

Secure Payment

Accepted Answer

Payments on G-Star are perfectly secure. All information that you share with us linked to your payment are protected and encrypted by SSL (Secure Sockets Layer) protocol. We have no access to your bank details, they are transferred in a coded and secure way to our bank.

For information about our product authenticity and reports of fraudulent websites, please visit brand protection

Authorities can contact our partner in case of any questions: https://www.react.org/contact/

Question 35

What are your voucher code terms & conditions?

Accepted Answer

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.

An order on which a voucher was applied must be fully returned or cancelled in order to get a replacement promo code.

Vouchers are not transferable or redeemable for cash or credit.

Question 36

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 37

I have forgotten my password – what should I do?

Accepted Answer

You will be able to reset your password using our password retrieval page.

Question 38

How do I make changes to my account?

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 39

How do I contact G-STAR with a data privacy or security question?

Accepted Answer

You can contact our customer service using our contact page.

Question 40

How does G-STAR use cookies?

Accepted Answer

All information regarding cookies can be found in our cookie statement page.

Question 41

What is G-STAR ’s privacy policy?

Accepted Answer

Our privacy policy can be found here.

Question 42

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 43

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 44

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 45

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 46

Which products have lifetime warranty?

Accepted Answer

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

Question 47

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 48

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 49

What is CLUB-G?

Accepted Answer

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.

Question 50

How do I become part of CLUB-G?

Accepted Answer

Simply sign up for G-Star email communications here and we will treat you with CLUB-G personalised offers and surprises.

Question 51

How can I end my participation in CLUB-G?

Accepted Answer

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

Question 52

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

Accepted Answer

To delight you with personal gifts, giveaways, exclusive events, and services, make sure you link all your purchases made in official/ branded stores and on g-star.com or G-Star mobile app.

Question 53

Do I get a subscription card/what is the proof that I am part of the club?

Accepted Answer

No card/ID is needed. Only entering the email is sufficient to link the purchase to the CLUB-G profile.

Question 54

Which countries participate in CLUB-G?

Accepted Answer

CLUB-G is available for email subscribers in the Netherlands, Belgium, Germany, France, the UK, the US, Canada from the 1st of November.

Question 55

Which stores are participating to CLUB-G?

Accepted Answer

CLUB-G will be rolled out in NL, DE,US,BE,FR,UK,CAN in october. AU, SA in november. Rest of markets in december.

Question 56

Can I use the profile all over the world?

Accepted Answer

You can use your CLUB-G profile in official/ branded stores, and on g-star.com or G-Star mobile app in participating countries.

Question 57

Can I link my G-Star purchases from countries where  CLUB-G is not active yet?

Accepted Answer

When you purchase G-Star products in countries other than participating countries, these will not be registered to your account.

Question 58

Can I link my G-Star purchases from partnered stores to my CLUB-G account?

Accepted Answer

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.

Question 59

What do I get from being part of CLUB-G in Germany?

Accepted Answer

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.

Question 60

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

Accepted Answer

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.

Question 61

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

Accepted Answer

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.

Question 62

Do I collect points in order to receive more benefits?

Accepted Answer

No more traditional point-collecting. However, if you link your purchases made in official/ branded stores and on g-star.com or G-Star mobile app we will be able to offer you even more personal benefits.

Question 63

How do I get more benefits?

Accepted Answer

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.

Question 64

How can I use benefits? Germany

Accepted Answer

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.

other relevant topics

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Delivery and Shipping

Returns

Ordering

Payment

Account & privacy

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