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FAQ

Find frequently asked questions below.

Track my order

Payment

What are your payment options?

We accept Mastercard, Visa and American Express credit cards. No store rewards or account cards are accepted as a method of payment.

Secure Payment

Payments on G-Star.com 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/

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

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.

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). Depending on your bank, you may be charged extra for an overseas transaction. When your order is sent, the final purchase cost will be charged to your credit card. When the order is cancelled, 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.

Can I pay with my TFG Rewards or TFG account card?

Please note that The Foschini Group Rewards and account cards are no longer accepted as a method of payment. G-star.com operates independently; no store rewards or account cards are valid.

Where is my digital invoice?

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.

When will I be charged for my order?

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.

Delivery & Shipping

How do I track my G-STAR order?

The delivery costs are ZAR 50. Shipping is free on orders above 1499 ZAR. Delivery prices may vary during promotions and offers.

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”

My order is delayed

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 more 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) 

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

Note: The transit time from the moment you received your order confirmation to the estimated delivery time is 4-10 working days.

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

I received the wrong item

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

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

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 the “where is my order” page.

In case you need assistance, please contact customer service.

Can I modify my delivery address?

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.

What does Express Delivery mean?

Items marked with express delivery will be delivered within 2–4 working days. These items are shipped from South Africa and do not need to go through customs.

Please note: if your order contains items that are not marked for express delivery, your whole order may be delivered within the usual delivery timeframe of 4-10 working days. 

When you have placed your order, you will receive an order confirmation email. After your order has been shipped from the warehouse in South Africa, you will receive an email with your digital invoice. When the package has been handed over to the local courier, you will receive a shipping confirmation with a tracking number, and soon your order will be delivered to your door.

What are the delivery options & delivery costs?

We currently offer the following delivery option:

Standard free shipping for orders above ZAR 1499. The delivery estimation time is 4-10 working days from the moment you place the order on G-Star.com.

*Please note that some orders for South Africa can be dispatched from our warehouse in Amsterdam, therefore the delivery might take a bit longer.

The shipping costs for orders below ZAR 1499 are ZAR 50.

Returns & Refunds

How can I return my G-STAR order?

All G-Star purchases have a 60-day free return policy.

Please note your order includes an Aramex prepaid return label in the box. 

Go to the “request a return” page. Simply enter the order number you wish to return, the email address you placed the order with and the number of items you wish to return.

If you have lost your details or wish to have your order collected from a different address, please “contact us” to request a return.

Returning packages using a different carrier is at your own risk. If anything should happen to the package, G-Star cannot be held liable.

What is the G-STAR return policy?

All G-Star purchases have a 60-day 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.

I need a return label!

Please note your order includes an Aramex prepaid return label in the box. Go to the “request a return” page. Simply enter the order number you wish to return, the email address you placed the order with, and the number of items you wish to return.

When will I receive my refund?

Your 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 4-10 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).

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

The delivery costs will only be reimbursed when an entire order is returned.

Ordering

How can I place an order?

1. Browse the website to find your favorite G-STAR items.
2. Place an item in your shopping cart and click on it on the top right corner.
3. Check and arrange your order. Consider the address, delivery date and delivery method.
4. Finish by paying. This is possible using the payment methods reported at the page footer.
5. You will receive an order confirmation email, at the chosen address immediately after your payment.

Suggestions: If you do not have an account yet, you can create one when ordering. If you have a problem while ordering, clean your browser cookies and try again.

Why can I not place an order?

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 need assistance, please contact customer service.

How can I find the right size and fit?

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.

I received the wrong item

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

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.

How do I create an account?

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

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

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

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

See something say something

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.

How do I track my G-STAR order?

The delivery costs are ZAR 50. Shipping is free on orders above 1499 ZAR. Delivery prices may vary during promotions and offers.

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”

Why was my order canceled?

In most cases, your order was 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 styles.

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 Services Department any questions that are not answered on the Customer Services 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 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.

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 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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