Frequently Asked Questions

Email Support

Support Email

Phone Support

Support Phone

+27 11 262 8800

Check most frequently asked questions here, if you still need help then please contact us at


Our Customer Service can be contacted via phone or e-mail. This information can be found via ‘on the main menu under "Support". 

Questions you do not get answered immediately, you can ask by phone or e-mail. You can find details in ‘Contact Us ’ under Support on the main menu. 

Click on Terms & Conditions on the bottom of any page. 

The online service is created for a smooth-flow, transparent, for the purchases and deliveries process. If there is anything wrong with your customs invoice please "Contact Us " immediat e ly either on our online customer service or our landline number, so we can clarify the problem immediately!! 

There are varying time limits in which you can be able to cancel an order, depending on the type of delivery option you have chosen. Please refer to our Returns, Refunds and Exchanges Policy.  

If by any chance the product code is different from the one on the website, it could be one of three mistakes: 

  1. The product number was typed incorrectly resulting to.. 
  2. The item delivered is incorrect..or 
  3. Print error, so we refer you to our Returns & Refunds Policies so we can service the cor rect item with the correct product code. The product code on the delivery note is the one to use when returning item. 


You can pay your order with your Debit or Credit Card (VISA / Mastercard). 

If you choose to pay by credit card, you will be asked to fill in your credit card number, name, expiration date, CVC code and possibly a 3D-secure password during Step 4 of the checkout process. Funds are then debited immediately from your credit card supplier. Payments to G-Star are handled by a third-party, certified company, guaranteeing your privacy. 

Payment for all Products must be by credit or debit card. We accept payment with VISA CREDIT CARD, VISA DEBIT CARD, AND MASTERCARD, MAESTRO and EFT.

The cost of foreign products and services may fluctuate. All prices advertised are subject to such changes. Only one promotion code can be used per order. 


Please refer to our Returns, Refunds and Exchanges Policy. 

As an alternative to using your rights under the Consumer Contracts Regulations you may wish to return an item using our free returns service. For further information on returns please see our Returns Policy. 

If you want to return items from different orders in one parcel, you can do so only if you include a separate returns note for each item(order) you are returning to us. It is important to fill in the correct and appropriate details including the order number and the items being returned back, so that we can have a smooth and excellent returns process. 


Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive. It's also worth checking if there are any local delays in your area. 

We ask if you could patiently wait up to 4 days after the promised delivery date to receive your parcel in case of a delivery delay, but we will do our best to get your parcel to you as fast as we can. If you have still not received your order after this time, please contact us stating your order number and we will look into this for you. 

We may have sent your items in separate packages, please check your emails and see if any of your items will be arriving separately. Please check your delivery notes from each part of your order to make sure that you are not missing anything.