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.

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.

On busy times during SALE or if you have already received the shipping confirmation, unfortunately we cannot change the shipping address anymore.

Please contact Sagawa directly for a change in your delivery address. You can find the contact details of Sagawa here. *Additional shipping charges due to address changes will be your responsibility.

If you have not yet received the shipping confirmation, please contact our customer service as soon as possible, and we will handle your request.

Yes, during check-out you can choose to 'Add a new address' where you can enter a different address than the billing address. You can also add new addresses in My Account

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.

Yes, you can chat on G-Star.com with one of our specialized stylists between 11AM - 7PM from Monday until Friday. Sometimes the stylists can be busy, the chat functionality will then go offline. Please wait until it returns back online or contact customer service.

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.

No, at this moment we are not able to offer gift wrapping. We can offer you a shopping bag with your order, please contact our customer service to receive this.

Since we have multiple warehouses, the shipping time depends on the closest location of the product. The delivery time is 2-3 working days if we have stock in Japan. If the item will be delivered from the Netherlands, it will take 5-7 working days.

Please be aware that dispatch may take longer during sales.

If you subscribe to our newsletter, you'll always enjoy free delivery. Shipping is also free on orders above ￥10,000. Otherwise, shipping costs are￥1500.

Yes, when the package is on its way, you will receive a shipping confirmation with a tracking link of that shipment.
Please note that the tracking link is only activated at the moment the courier has received the package.

Sagawa Express Co., Ltd. will leave an "Attempted Delivery Notice." to your post, so please contact the contact information provided and request a redelivery. Your package will be held at Sagawa for a period of 7 days, if you fail to receive your package within this period your package will return to us. In that case, we will process it accordingly. We will not accept re-shipment after processing, so please contact us as soon as possible.

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.

You can pay with the following credit cards: JCB / DINERS / VISA / Mastercard / American Express.
We also offer payment via PayPay and Paypal.

If you choose to pay by credit card, you can opt for either a one-time or installment payments. (*Currently not available on the App.) We provide multiple installment options in accordance with the terms and conditions of your credit card company. Depending on your card company and the number of installments, there may be installment fees as specified by each card company. Please note that installment fees are the responsibility of the customer.

* Due to system maintenance, the installment service are temporarily unavailable. We apologize for any inconvenience this may cause.

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.

One discount voucher code exchangeable per order
Possibly not applicable on sale items

For vouchers exchanged from loyalty points. 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

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

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 it is around JPY 1,000,000.

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.
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.

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

Items that have not been worn and that still have the original label and packaging may be returned within 30 days after receiving them. You may try on the items to see whether they fit and if the model meets your expectations.For hygiene reasons, we do not accept returns of underwear, socks, and face masks even if they are unworn.

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 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 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.

You can send your return back with Sagawa directly, by contacting Sagawa for a pick up (contact Sagawa here: https://www.sagawa-exp.co.jp/send/branch_search/tanto/).
You can also return your items in all of our G-STAR stores, excluding Outlet stores. You can find your nearest G-Star store here

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 depending on your credit card cut-off date. Items bought in a G-STAR Outlet store, can not be returned.

Please call Sagawa to pick up your item for returning. Please find the nearest Sagawa service office through this link and call them directly.

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 can take a few days for your bank or credit card account to process the refund (more details can be provided by 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.

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

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.

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

「ログイン」をクリックし、「アカウント作成」から案内に従って操作してください。

公式LINEで友だち登録し、アカウントと連携すると1,000ポイントをプレゼントいたします。 ポイントプログラム詳細はこちらをご確認ください。

「パスワードを忘れました」 をクリックし、ご登録のメールアドレスをご入力ください。数分後、届いたメールよりリンク先をクリックし、新規パスワード設定をお願いいたします。 パスワードを3回間違えますと、ロックがかかります。カスタマーサービスまでお問い合わせください。

ログインできない場合は、表示されたエラーメッセージの内容をご確認ください。メールアドレスやパスワード（CAPS LOCKとNUM LOCKの両方がオフになっている）の入力ミスにご注意ください。 パスワードが原因でエラーになる場合は、「パスワードを忘れました」 をクリックし、再設定をお願いします。解決しない場合はカスタマーサービスまでご連絡ください。

ログイン後、画面左側のメニューから、「マイアカウント」→「登録情報の編集」にて登録情報の変更を行ってください。なお、メールアドレスの変更をご希望の場合は、カスタマーサービスまでご連絡ください。

ポイント還元率

• オンラインストア・G-Store RAWストア（アウトレットを除く）：商品の税抜き価格に対して1％分
• アウトレット店：ご購入金額に関わらず、一律100ポイント（1日に1回限り）
• セール商品・オンラインストアにてゲスト購入：ポイント付与なし

• オンラインストア・G-Store RAW店舗（アウトレットを除く）：可能
• セール商品：可能
• アウトレット店：不可能
• 日本国外の店舗・オンラインストア：不可能

ご購入時からポイントの反映までにかかる時間は、以下の通りです。
オンラインストア：約30分
店舗：翌日中

一定時間が経過してもポイントが反映されない場合はカスタマーサービスまでお問合せください。

ポイントが反映されるまで、最短で2時間程度かかります。 翌日中にポイントが反映されない場合は、カスタマーサービスまでお問い合わせください。

ログイン後、画面左側のメニューから、「マイアカウント」→「クーポン一覧」にてクーポンの表示がご確認いただけます。 クーポンが表示されない場合はカスタマーサービスまでお問合せください。

オンラインストアで商品返品時、1回限り利用済みクーポンを再発行します。

ポイント利用及び付与最新日から1年です。1年を超過すると保有ポイントは失効いたします。

公式LINEご登録の方：トーク画面上、下部メニュー欄の「ポイント」にてポイント残高を確認することができます。 公式LINEご登録がない方：オンラインストアの左側メニュー画面→「マイアカウント」→「ポイント交換」にてポイント残高を確認することができます。

毎月新規でLINE友達登録、ID連携した方を対象に抽選で1名様に10,000ポイントが当たります。 エントリー不要（予告なくキャンペーンが終了する可能性がございます）
対象者：

• 前月に新規でID連携した方: ID連携方法はこちら
• 10,000ポイント獲得は１回に限ります。
• 複数のLINEとID連携した場合、初回時のみ参加可能です。

1. G-Star RAWストア
2. オンラインストア

決済完了後のクーポン適用はできません。

購入時に利用できるクーポンは１回１つに限ります。複数利用はできません。

クーポンに変換されたポイントを元に戻すことはできません。