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Returns

How can I return my order?

You can return an article up to 14 days after receiving it. Fill in the attached return form and put it in the box with the items you wish to return. You have two options for returning your order. For more info, see 'What are the return options?'. Make sure that your package is sent back using UPS. In your package, you'll find a Return label for UPS. 
Returning packages using a different courier is at your own risk. If anything should happen to the package, G-Star cannot be held liable.

There are two options to return your products to us:

1. UPS Access Point
The enclosed label in your package contains the address to which the packet needs to be returned. You can return your order through a UPS Access Point. When we have received your return package, you will receive an e-mail notification from us.

2. Pick up by UPS
Please contact UPS customer service to arrange a pick up by telephone: 03457 877877. Once the pick-up is arranged please fill in the return form which you can find in your parcel. Stick the preprinted return label on the box with your return order. Hand over your return to the UPS driver. You will receive a deposit slip from the driver, please keep this slip for future reference until receipt of your shipment is confirmed by G-Star. When we have received your return package, you will receive an e-mail notification from us.

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

No, unfortunately it is not possible to return items in a G-Star Outlet store. 
See 'How can I return my order?' for more return options.

What are the rules concerning returning items?

You can return items to us within 14 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.).

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

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

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onlineoutlet.us@g-star.com

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