Returns

How can I return my order?

You can return an article up to 60 days after receiving it. For more info on the return policies, see 'What are the rules concerning returning your items?'.

Please contact Fedex customer service to arrange a pick up. 

By telephone: 010 600 1777 

By email: DedicatedCare.ZA@fedex.com 

Please, make sure to provide the following information for the pick up:

- (Collection address) 

- (Contact name)

- (Contact number) 

- (G-Star order number) 

- (Number of pieces returning)

Once the pick-up is arranged, make sure you wrap the item(s), 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 will receive a deposit slip from the driver. Please keep this slip for future reference till receipt of your shipment is confirmed by G-Star. When we have received your return package, you will receive an e-mail notification from us.

Make sure that your package is sent back using FedEx. Returning packages using a different courier is at your own risk. If anything should happen to the package, G-Star cannot be held liable.

What are the rules concerning returning items?

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. 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 will 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.

G-Star RAW holds the right to send items back to the customer in case the item looks washed, worn or shows any form of damage that is clearly not a production flaw. 

In the exceptional case that item(s) are missing from a returned order G-Star RAW will reimburse the loss. However, G-Star RAW holds the right to decline a refund request in case of frequently repeated irregularities based on the order history of the customer.

What are the return options?

You can return an article up to 60 days after receiving it.

Please contact Fedex customer service to arrange a pick up by email DedicatedCare.ZA@fedex.com or telephone 010 300 1777 and provide your G-Star order number, contact and collection details. 

The items you wish to return must not be worn or washed. You may try on the items (with the exception of underwear and face masks) to see whether they fit or meet your expectations but, if you intend on 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, in their original packaging. Fill in the attached Return form and put it in the box with the items you wish to return.

Make sure that your package is sent back using FedEx. Returning packages using a different courier is at your own risk. If anything should happen to the package, G-Star cannot be held liable.

For more info on your return, see 'What are the rules concerning returning items?' or 'How can I return my order?'

When will I receive my refund?

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. 

How long does it take to process a return?

From the moment you have 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 reimburse (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 item(s) you want to return in sturdy packaging (cardboard box) so they will not be damaged.

Can I exchange an item for another size?

Unfortunately, we cannot exchange any articles. The purchase amount of all the returned items will be reimbursed as soon as our Distribution Centre has received them. If you wish to exchange any articles, please place a new order.

Can I return my order in a store?

Unfortunately we cannot accept returns in any of our stores at this time.

In order to return your item(s), please contact Fedex customer service to arrange a pick up by email DedicatedCare.ZA@fedex.com or telephone 010 300 1777. Please make sure to provide your G-Star order number, contact and collection details. 

Once the pick-up is arranged, 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.

For more info on your return, see 'What are the rules concerning returning items?' or 'How can I return my order?'

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

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

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