Question 1

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.

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 2

Why was my order canceled?

Accepted Answer

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 style.

Question 3

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 4

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 customer service.

Question 5

I received the wrong item

Accepted Answer

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

Question 6

Can I create a new password?

Accepted Answer

Once you are logged in you can click on your name in the top right corner of the screen and then click on &ldquo;Change password&rdquo; 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 7

Will I receive a confirmation of my order?

Accepted Answer

Yes. 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.

Question 8

How do I track my G-STAR order?

Accepted Answer

There are two ways to check the status of your order:

• In your G-Star account: When you log in at G-Star.com and go to “My Account” and then “My orders” you can check the status of the shipment of your order.
When your order has been fully processed, the status will show as “completed”.
Once the order has been shipped the status says “shipped” and a link with the T&T number will appear under the status.
When you click on the link, you will be forwarded to the site of the responsible courier and the tracking info of your order will appear.
Please note that the tracking link is only activated the moment the courier has received the package.

• E-mail: When the package has been shipped out you will receive a shipping confirmation by e-mail with a tracking link of the shipment.
When you click on the link, you will be forwarded to the site of the responsible courier and the tracking info of your order will appear.
Please note that the tracking link is only activated the moment the courier has received the package.

Question 9

Can I cancel my order?

Accepted Answer

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.

Question 10

How do I track my G-STAR order?

Accepted Answer

There are two ways to check the status of your order:

• In your G-Star account: When you log in at G-Star.com and go to “My Account” and then “My orders” you can check the status of the shipment of your order.
When your order has been fully processed, the status will show as “completed”.
Once the order has been shipped the status says “shipped” and a link with the T&T number will appear under the status.
When you click on the link, you will be forwarded to the site of the responsible courier and the tracking info of your order will appear.
Please note that the tracking link is only activated the moment the courier has received the package.

• E-mail: When the package has been shipped out you will receive a shipping confirmation by e-mail with a tracking link of the shipment.
When you click on the link, you will be forwarded to the site of the responsible courier and the tracking info of your order will appear.
Please note that the tracking link is only activated the moment the courier has received the package.

Question 11

What if I am not available to receive my order?

Accepted Answer

DHL Parcel delivers your package via BPost from Monday to Friday between 8:00 am and 6:00 pm. If you are not at home at the time of delivery, you will find a message from BPost in your mailbox telling you where to pick up the package. You also have the option of having the package delivered to your home again. Finally, you also have the option of having your parcel delivered directly to one of the 2300 BPost post offices and sales outlets.

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

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

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

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

Question 12

What are the delivery options & delivery costs?

Accepted Answer

We currently offer the following delivery options:

1) You can pick up your order at selected G-Star stores.

G-STAR Store Antwerpen Huidevetterst
G-STAR Store Brugge
G-STAR Store Gent
G-STAR Store Hasselt
G-STAR Store Oostende

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

2) You can pick up your order at one of the 2300 BPost Post Points. Click here to find your closest pick-up point. You receive a notification by sms or by e-mail when your order has arrived and ready to be picked up. Your order will be kept for 14 days before it will be returned back to our distribution center.

3) Or you can ship your order to your home, office or any other address (no P.O. boxes) within Belgium.

Standard free shipping for orders above 50 EUR, or if you subscribe to our newsletter, you will enjoy free delivery. The delivery estimation time is 1-2 days from the moment you place the order on G-Star.com. The delivery costs are 4,95 EUR.

Question 13

I received the wrong item

Accepted Answer

If you have received a wrong, damaged or affected item, please contact our customer service. If the legal warranty applies, you can return the item free of charge and we will arrange for a new delivery

Question 14

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 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 shipping confirmation to the estimated delivery time is 1-2 days. If this period has passed and you still haven’t received your order, please contact customer service

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

Question 15

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 assist you quickly.

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 16

I have not received my order yet

Accepted Answer

You can have your order delivered in three ways.

1) You can pick up your order at selected G-Star stores.

G-STAR Store Antwerpen Huidevetterst
G-STAR Store Brugge
G-STAR Store Gent
G-STAR Store Hasselt
G-STAR Store Oostende

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

2) You can pick up your order at one of the 2300 BPost Post Points. Click here to find your closest pick-up point. You receive a notification by sms or by e-mail when your order has arrived and ready to be picked up. Your order will be kept for 14 days before it will be returned back to our distribution center.

3) Or you can ship your order to your home, office or any other address (no P.O. boxes) within Belgium.

Question 17

What are your payment options?

Accepted Answer

At the bottom of each page, you will find the different payment methods.

Question 18

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 19

Is there a maximum order amount?

Accepted Answer

There may be a maximum amount, depending on the payment method you choose. For PayPal, the maximum amount is &euro; 10,000. If you use iDeal to pay for your order, there is no limit to your order amount. The payment limit for Afterpay depends on your payment history with Afterpay. G-Star has no control over the limit that they set for you.

Question 20

Secure Payment

Accepted Answer

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/

Question 21

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

Accepted Answer

By clicking on the shopping cart a page will open containing an overview of your order. Under your item(s), you will find the text 'Do you have a voucher code?'. Click here to enter the code.

Question 22

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 23

How does a payment with PayPal work?

Accepted Answer

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

Question 24

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 25

How does a payment with Bancontact work?

Accepted Answer

With Bancontact / Mister Cash you can easily make online payments in the secure environment of your bank.

Question 26

How does a payment with SOFORT work?

Accepted Answer

A SOFORT Bank payment is in a bank transfer, as those normally made via internet banking.

Question 27

How can I return my G-STAR order?

Accepted Answer

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

There are two options to return your order:

Option 1: You can drop off your return with the return label in the box at a bpost Service Point. Click here to find your nearest bpost Service Point. Don't forget to ask for a return receipt.

NOTE: You cannot return your item(s) at a DHL Express location.

Option 2: You can return your item(s) to your nearest G-Star store.

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

Question 28

What is the G-STAR return policy?

Accepted Answer

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

For returns of products from orders containing only discounted items the buyer will bear the direct costs of the return. All other orders are eligible for free returns.If your order only contains discounted items we will deduct the costs of the return of 3.95 EUR from the refund of the purchase price or issue an invoice in the same amount, if you have not paid the purchase price yet. If your order (also) contained full price products, the cost of the return is on us and will not be deducted from the refund.

Please don’t take tags and/or labels off

The product must be unused and not damaged

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 to see whether they fit and if the model meets your expectations. You cannot exchange items.

Question 29

I need a return label!

Accepted Answer

We are helping you to return your order - to receive a new return label, please contact our customer service.

Question 30

Where is my refund?

Accepted Answer

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.

When you return your items at one of the selected G-Star stores it takes 1-3 business days, depending on your original payment method, before you see your money refunded to your bank or credit card account.

Question 31

How long does it take to process a return?

Accepted Answer

When you return your items at one of the selected G-Star stores it takes 1-3 business days, depending on your original payment method, before you see your money refunded to your bank or credit card account.

When you have returned your order via BPost Post Points, it can take up to a week before we receive your returned items at our Distribution Centre. After receival we check every returned item and we will reimburse (a part of) the amount of money via the orginal payment method. Depending on your used payment method,it can take up to 1 - 3 business days to see the money on your account.

Question 32

What are the return costs?

Accepted Answer

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

For returns of products from orders containing only discounted items placed from 21-04-2023, the buyer will bear the direct costs of the return. All other orders are eligible for free returns.

Returns are easy: You can use the return label which you receive with your order. Please follow the instructions on the return form included in your order. If your order only contains discounted items we will deduct the costs of the return of 3.95 EUR from the refund of the purchase price or issue an invoice in the same amount, if you have not paid the purchase price yet. If your order (also) contained full price products, the cost of the return is on us and will not be deducted from the refund.

You can find more information in our General Terms and Conditions or reach out to our Customer Service for more information.

*G-star may from time to time offer additional free returns.

Question 33

Can I exchange an item for another size?

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

If your order only contains discounted items we will deduct the costs of the return of 3.95 EUR from the refund of the purchase price or issue an invoice in the same amount, if you have not paid the purchase price yet.

Question 34

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

Accepted Answer

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

Question 35

Can I return my order in a store?

Accepted Answer

Yes. You can return your item by using our return label, or to one of the following selected G-Star Stores:

G-STAR Store Antwerpen Huidevetterst
G-STAR Store Brugge
G-STAR Store Brussel Docks
G-STAR Store Gent
G-STAR Store Hasselt
G-STAR Store Knokke
G-STAR Store Kortrijk
G-STAR Store Leuven
G-STAR Store Mechelen
G-STAR Store Oostende
G-STAR Store Turnhout
G-STAR Store Wijnegem
G-STAR Women Store Gent

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 within within 1-3 business days.
Items bought in the G-STAR Outlet store, can not be returned in one of the stores above.

Question 36

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 37

My question is not listed here.

Accepted Answer

Ask our Customer Service Department any questions that are not answered on the Customer Service pages. Click 'Contact' for the contact page.

Question 38

Where can I find the General Terms and Conditions?

Accepted Answer

You will find our Terms and Conditions by clicking on the link "Terms & Conditions" at the bottom of each page.

Question 39

Where is the Privacy Policy?

Accepted Answer

Click on "Privacy Policy at the bottom of each page.

Question 40

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 41

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 42

What are the terms and conditions of the PayPal promo?

Accepted Answer

This promotion on August 19, 2021 (hereafter: the 'Promotion') will be offered by: the Seller to buyers (hereafter: 'Participants') in Great Britain.

The promotion is valid on the G-STAR website and in the app from 19 August 2021 00:00:00 to 26 August 2021 23:59:59. During the promotion period, participants can enjoy a special offer: to get £20 when spending over £100, using the promo code PP20 at check out.

For the extended terms and conditions, click here.

Question 43

What is the G-Star AI Assistant?

Accepted Answer

The G-Star AI Assistant is our intelligent virtual assistant designed to enhance your shopping experience. It can answer your questions, assist with orders, track deliveries, handle returns, and much more. Leveraging advanced AI technology, our assistant ensures fast, accurate, and personalized support whenever you need it. Whether you need help with an order or a return, the G-Star AI Assistant is here to support you every step of the way. However, you can always request to chat with a member of our customer service team at any time.

Question 44

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 45

Which products have lifetime warranty?

Accepted Answer

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

Question 46

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 47

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 48

How can I get my welcome promo code?

Accepted Answer

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!

Question 49

What are vouchers/promo codes terms and 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 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 50

The item I bought is now available at a lower price. What are my options?

Accepted Answer

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.

Question 51

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 52

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 53

How can I end my participation in CLUB-G?

Accepted Answer

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

Question 54

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 55

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 56

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 57

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 58

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 59

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 60

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 61

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: birthday gift, exclusive giveaways, invites to special events. 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

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: birthday gift, exclusive giveaways, invites to special events. 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 63

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: birthday gift, exclusive giveaways, invites to special events. 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 64

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.

other relevant topics

FAQ

Ordering

Delivery & Shipping

Paiement

Retours

General

Wear your denim till the end

Voucher & Sales

CLUB-G

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