other relevant topics

FAQ

Find frequently asked questions below.

Track my order

Ordering

How can I place an order?

Just click on 'Place in shopping cart' on the product page. To finalize your order, click on the shopping cart which you will find at the top right of your screen. You will then be taken to the payment process page where you can fill in your delivery and billing address and choose your method of payment.

What size should I order?

To find your size, check the label of a G-Star item of clothing that fits you well. If you no longer have one, check our 'sizes chart' on the product page which converts your body measurements into G-Star clothing sizes.

Will I receive confirmation of my order?

Yes. We'll send you a confirmation email after receiving your order. If you think that money been taken from your bank account and you have not received a confirmation email then please check your spam folder. Your order will also be visible on your account page .

How can I track my order?

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

1) 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.

2) 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.

Can I change my order?

When you have placed and paid for your order, it is prepared for transport almost immediately. As soon as the status of your order is changed to '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.

Can I cancel my order?

That depends on the shipping status. Please contact our Customer Services Department as soon as possible and have your order number ready. Once your order has been processed and has status 'Completed', it can no longer be cancelled.

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 delivery address than the billing address.

Can I create a new password?

Yes. Click on 'Forgotten password?' and enter your email address. In a few minutes, you will receive an email with a link to a page where you can enter a new password.

Payment

Which payment methods are available?

In the Belgian online outlet store, the following payment methods are available:
1. PayPal
2. Credit card (American Express / VISA / MasterCard
3. Bancontact
4. Sofort Banking
5. Apple Pay

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

Can multiple discounts be applied to my order (including vouchers)?

No. Per order, only one type of (voucher) discount can be applied.
If the voucher code is valid, the discount will be calculated immediately.
Please note: the 10% discount on your first order will not be applied if you're using a voucher as well.

Where can I fill in my voucher code?

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?'; then click to enter the code.

Will I receive an invoice of my order?

Yes, you will. 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.

Do you want to know more about how G-Star contributes in sustainability? Please check here for our Sustainability projects.

Is there a maximum order amount?

For all payment methods, a maximum of 1000 EUR per order is managed. Except American Express payment method, for which a maximum of 370 EUR per order is managed.

Is it safe to pay online at G-Star?

Yes. 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.

How does a payment with a credit card work?

If you want to pay using a credit card, you will be asked to enter your credit card number, name, expiry date, CVC code and possibly a 3D secured password during Step 4 of the payment process. The amount will be debited from your credit card supplier instantly. Payments to G-Star are processed by an external certified company, guaranteeing your privacy.

How does a payment with PayPal work?

PayPal is a very safe payment method and all your purchases are protected by PayPal's Purchase Protection guarantee. Choose PayPal at the checkout and you will be asked to log in to your PayPal account to confirm the payment.

Delivery

What are the delivery costs?

The delivery costs for your order are: € 4.95. 
Delivery prices may vary during promotions and offers.

What is the delivery time?

The delivery time is 1-3 working days. Please be aware that during SALES, the delivery time could take between 4-5 working days.   

Where can I receive my order?

You can have your order delivered in two ways.

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

Can I choose a delivery address abroad?

No. Deliveries abroad are not available at this time. The delivery address must be in the same country as the Online Store in question.

What if no one is present to receive the delivery?

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 on delivery, you will find a BPost absence message in your mailbox indicating where you can pick up the package. You can also have the shipment delivered to the same address a second time. At last, you can also have your package delivered directly to one of the 2300 BPost post offices and Post Points.

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

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

Returns

How can I return my order?

You can return an article up to 30 days after receiving it.
Fill in the attached Return Form and put it in the box with the items you wish to return.

There are two options to return your products to us: by post/courier, or in a G-Star Outlet shop in Belgium.

1) Return to store
You can return your item for free, to one of the G-Star Outlet Stores below.
Please note: Only items purchased on g-star.com/outlet can be returned to a G-Star Outlet Store.
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 24 hours.

G-Star Outlet Maasmechelen
G-Star Outlet Messancy

2) Returning your order by post or courier is at your own expense.
We are not responsible for products that are returned to us in error. We recommend you use a courier service which provides insurance for the value of the items you return or at least provides you with proof of shipment.

Make sure the items you want to return are properly packaged before sending everything to the following address:

G-Star E-Commerce Outlet
Casablancaweg 9
1047HP Amsterdam
Netherlands

Can I return or exchange my order in a G-Star Outlet Store?

Yes. You can return your item by mail, or to one of the selected G-Star Outlet Stores below.
Please note: Only items purchased on g-star.com/outlet can be returned to a G-Star Outlet Store. 
See 'How can I return my order?' for more return options.

G-Star Outlet Maasmechelen
G-Star Outlet Messancy

What are the rules concerning returning items?

You can return items to us within 30 days after receiving them.
You may try on the items (except underwear) but, if you intend to return them, please ensure that any items of clothing do not pick up any stains and/ or unpleasant odours; we check all returned clothing. 
Make sure you return the items, with their original labels, in their original packaging.
Underwear may only be returned in its original, unopened packaging.  If you are returning shoes, you must put the original shoe box in another box.
You cannot exchange items; if you wish to exchange an item, please place a new order.
When we receive the return package we will reimburse the amount, using the original payment method, to your account.

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.

When will I receive my money back?

The amount will be reimbursed to your bank or credit card account within 2 - 3 weeks after BPost has picked up your return.

When you have returned your items in one of the selected G-Star Outlet stores, the return will be procssed within 1 - 2 business days. Depending on your original payment method you will see between 3 - 5 business days the reimbursed money on your account.

Can I return an order if I no longer have the original box?

Yes. Please put the items 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.

How long does it take to process a return?

When you have returned your items in one of the selected G-Star Outlet stores, the return will be processed within 1 business day. Depending on your original payment method you will see between 3 - 5 business days the reimbursed money on your account.

When you have returned your order via BPost Post Point, 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 3 - 5 business days to see the money on your account.

General

Where can I change my details?

You can change your personal details in your G-Star account. After logging in, 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 here for the contact page.

Where can I find the General Terms and Conditions?

Click here for our General Terms and Conditions.

Where is the Privacy Policy?

Click here for our Privacy Policy. 

Recently viewed

Back to top