other relevant topics


Find frequently asked questions below.

Track my order


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.


Which payment methods are available?

At the bottom of each page, you will 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 'Do you have a voucher code?'; click there to enter the code.

Will I receive an invoice of my order?

Yes. You will receive confirmation of your order by email. The invoice, and a Returns form, will be included with the items that we send to you.

Is there a maximum order amount?

There may be a maximum amount, depending on the payment method you choose. For PayPal, the maximum amount is $10,000. G-Star has no control over the set limit.

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.


What are the delivery costs?

The delivery costs for your order are: $7.
Delivery prices may vary during promotions and offers.

What is the delivery time?

The delivery time is:

  • 2 - 8 working days for orders shipped within the USA
  • 8 - 16 working days for orders shipped from the Netherlands

Where can I receive my order?

Your G-Star Outlet order can be delivered to:

- An address of your choosing, for example your home or work address (no P.O. box) within the United States

NOTE: Please be informed that we are currently unable to deliver to the following locations: Alaska, Hawaii, Puerto Rico, or the U.S. Virgin Islands

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?

In general, your order will be either left at your front door when it is safe to do so, sent to a pick-up location near your address, or it will be returned to G-Star RAW as undeliverable. Please refer to USPS for more information.


How can I return my order?

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

Note that there will be no prepaid return label in the box. Visit our return portal. Submit your order number and email address, you will then be asked to select the item(s) you want to return and be able to download your return label.

We will deduct the costs of the return of 10.00 USD from the refund of the purchase price.

What are the rules concerning returning items?

You can return items to us within 60 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 1 week after your package has been received by our warehouse.

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?

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.).


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