Question 1

How can I place an order?

Accepted Answer

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.

Question 2

What size should I order?

Accepted Answer

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.

Question 3

Will I receive confirmation of my order?

Accepted Answer

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 <link to order overview>.

Question 4

How can I track my order?

Accepted Answer

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

1) In your G-Star Outlet account: When you log in at outlet.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.

Question 5

Can I change my order?

Accepted Answer

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.

Question 6

Can I cancel my order?

Accepted Answer

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.

Question 7

Can I choose a different delivery address?

Accepted Answer

Yes. During check-out, you can choose to 'Add a new address', where you can enter a different delivery address than the billing address.

Question 8

Can I create a new password?

Accepted Answer

Yes. Click on 'Forgotten password?' <link to 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.

Question 9

Which payment methods are available?

Accepted Answer

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

Question 10

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

Accepted Answer

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.

Question 11

Where can I fill in my voucher code?

Accepted Answer

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.

Question 12

Will I receive an invoice of my order?

Accepted Answer

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.

Question 13

Is it safe to pay online at G-Star?

Accepted Answer

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.

Question 14

How does a payment with a credit card work?

Accepted Answer

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.

Question 15

How does a payment with PayPal work?

Accepted Answer

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.

Question 16

What are the delivery costs?

Accepted Answer

The delivery costs for a delivery to an Itella Parcel Locker are €10.

Delivery prices may vary during promotions and offers.

Question 17

What is the delivery time?

Accepted Answer

The delivery time to an Itella Parcel locker is 5 - 6 working days.

Please be aware that dispatch may take longer during SALES.

Question 18

Where can I receive my order?

Accepted Answer

You can pick up your order at one of the Itella Parcel Lockers. You will receive a notification by sms or by e-mail when your order has arrived and is ready to be picked up.

Your order will be kept for 7 days before it will be returned back to our distribution center.

Question 19

Can I choose a delivery address abroad?

Accepted Answer

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

Question 20

What if no one is present to receive the delivery?

Accepted Answer

Itella is only able to deliver your order to an Itella locker.

Question 21

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 22

How can I return my order?

Accepted Answer

You can return an article up to 30 days after receiving it. 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

Question 23

What are the rules concerning returning items?

Accepted Answer

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 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.

Question 24

When will I receive my money back?

Accepted Answer

Your refund will always be issued back to your original payment method.

Once we receive and process your return in our warehouse, it will take up to 3 - 5 working days for the refunded amount to be available again in your original payment method.

You can generally expect to receive your refund within 9 - 12 working days after you hand your parcel to the carrier or to a drop-off location.

Question 25

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

Accepted Answer

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

Question 26

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.

Question 27

How long does it take to process a return?

Accepted Answer

From the moment you've 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 order the reimbursement of (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.).

Question 28

Where can I change my details?

Accepted Answer

You can change your personal details in your G-Star account. After logging in, go to 'My account' to change your personal information.

Question 29

My question is not listed here.

Accepted Answer

Ask our Customer Services Department any questions that are not answered on the Customer Services pages. Click here for the contact page.

Question 30

Where can I find the General Terms and Conditions?

Accepted Answer

Click here for our General Terms and Conditions.

Question 31

Where is the Privacy Policy?

Accepted Answer

Click here for our Privacy Policy.

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