ご注文完了後は、ご注文内容の変更はできません。

発送準備が完了するとキャンセルができません。 お早めにカスタマーサービスへご連絡ください。キャンセルに間に合わなかった場合は、商品をお受け取り後、ご返品ください。

発送準備前の送付先住所変更はカスタマーサービスまでご連絡ください。セール期間中や発送準備完了後は変更ができません。恐れ入りますが、「商品発送のお知らせ」メールに記載の追跡番号を ご確認の上、佐川急便へお問い合わせください。なお、変更に伴い転送料金が発生する場合は、お客様のご負担となりますことをご了承ください。

支払い手続き前の配送ページ、またはマイアカウント→登録情報の編集→アドレス情報の登録住所変更より住所の変更・追加登録ができます。

ご注文後、注文受付メールを配信します。数日経過しても届かない場合は、迷惑メールフォルダーをご確認ください。アカウントをお持ちの方は、マイアカウント内のマイページで注文内容をご確認いただけます。

オンラインストアのページ右下に表示されるチャットアイコンをクリックしてください。商品・スタイリングに関するご相談を受け付けております（平日11時～19時まで） ※店舗の営業状況により、オフラインの場合があります。

各商品ページ、サイズ選択ボタン右上の「サイズガイド」または、「サイズ詳細」をクリックしてください。性別、任意のサイズを選択しサイズの詳細がご覧ください。（「サイズ詳細」は一部商品のみの表示です）

現在オンラインストアではギフト包装は承っておりませんが、ショッピングバッグ（1点につき1枚）をお送りしています。ご希望の方はご注文番号を添え、カスタマーサービスまでお問い合わせください。

日本に在庫がある場合、1-3営業日以内に配送します。オランダ発送の場合は5-7営業日かかります（出荷時にメールを配信します）。セール期間中は混雑により遅延する場合がございます。

￥10,000（税抜）以上のご購入で送料無料でお届けいたします。
また、メールマガジン登録でいつでも送料無料で商品をお届けいたします。上記に該当しない場合は、一律￥1,500（税込）の配送料がかかります。

発送時に届く商品発送のお知らせメールに追跡番号が記載されています。
尚、追跡番号の反映に時間が掛かる場合がございますのでご了承願います。

不在票をご確認の上、再配達の連絡をお願いいたします。期間内にお受け取りされない場合、商品は当社へ返送されます。一定の期間を過ぎますと、当社の判断で返品・返金処理をさせていただきます。処理後の再発送はいたしかねます。お早めにご連絡ください。

アウトレット店以外の G-Star RAWストア でもお受け取りいただけます。

なお、保管期間は店舗に到着した日を含め14日間です。受け取り期限を過ぎるとお客様への事前連絡なく自動的に返品されます。予めご了承ください。

日本国内のオンラインストアにてご注文いただいた場合は、日本国内住所のみの配送となります。

クレジットカード（JCB / DINERS / VISA / Mastercard /American Express）と PayPay、PayPalでのお支払いが可能です。

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.

You can create an account by clicking on ‘Create account’ in the ‘Login’ page.

If you want to start with our point program, please inquire this page. We will start you off with 1000 points if you follow us on LINE and create an account.

When you forget your password, please click on the 'forgot my password' button at the login page. You will receive an email to reset your password.
If you have entered an incorrect password for more than 3 times your account will be locked. In this case, please contact our customer service

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 (make sure both CAPS LOCK and NUM LOCK are off). If you are unsure about your password you can always choose to create a new one by clicking on “I forgot my password” in the login page.
If you need help resetting your password, please contact Customer Service.

You can change your personal details in your G-Star account. After login, go to 'My account' to change your personal information. To change your email address, please contact our customer service team.

Receiving points:

• On all purchases in our G-Star Stores and on G-Star.com, 1% points will be given to the total price excluding tax
• In our Outlet stores, a 100 points will be given per purchase (max 1 per day)
• SALE items are excluded from point earnings

Using points:

• Points can be used on all items on G-Star.com and in G-Star Stores (including SALE items)
• Points cannot be used in G-Star Outlet stores
• Points cannot be used outside of Japan

Please take the following delay times into account for the points to be added to your balance after a purchase in:
G-Star.com: 30 min
G-Star store: next day

Please wait for at least 2 hours for the points to be added. If the points are not added by this time, please contact our customer service.

Please check if you can find your voucher in your account, under "My Vouchers". If your voucher is not created here, please contact our Customer Service here *insert link to contact*

Yes, for purchases in our G-Star stores, your points will be reimbursed after you return the item. For purchases on G-Star.com, you will receive a new voucher code once. The second consecutive return will not result in a new voucher code.

Yes, loyalty points will expire 1 year after your last point balance change. We will remind in time you to make sure that you can make use of your points.

You can see your point balance in LINE by clicking on "POINT BALANCE". If you do not have LINE you can find your point balance in your account on G-Star.com under "Exchange Loyalty Points"

Every month we will give 1 lucky winner an extra bonus of 10000 points. To be eligible for the monthly draw the following conditions apply:

• You have connected your id in the previous month: how to connect id here
• You can only win 10,000 points once
• If one G-Star account is linked to multiple LINE accounts, only the first linked account will enter the draw

Two times per year, we will also do a bigger draw of 5 people. To be eligible for this draw the following conditions apply:

• You have connected your id in the previous year: how to connect id here
• OR you have made a purchase in the past 2 years, which is linked to your account:
  
  How to link a purchase to your account
  1. In store
  2. Online
  
  
• You can only win 10,000 points once
• If one G-Star account is linked to multiple LINE accounts, only the first linked account will enter the draw

Unfortunately, voucher coupons cannot be applied after payment is completed.

Only one voucher code is applicable per order. It is not possible to use multiple vouchers in one order.

Once the points are exchanged into a voucher code, it cannot be reversed.