Wrong Item( Sneakers)

I am extremely disappointed with my experience with G-Star RAW.

I placed an online order for a black item, but instead received the wrong colour (pink).

I was also concerned by the condition and details of the parcel. The box appeared to be old/reused and had the wrong customer’s name and an incorrect order number on it.

I immediately contacted G-Star regarding the incorrect item and lodged a return, with the expectation that the incorrect item would be collected and that I would receive the correct black item I originally ordered.

G-Star acknowledged the issue and advised me that they would investigate and resolve it. They also requested photographs of the item and packaging, which I provided as requested.

A collection was subsequently scheduled for 25 August 2026, but the courier never arrived to collect the parcel.

I followed up with G-Star regarding the failed collection. Despite previously communicating with me, requesting the photographs and assuring me that they would investigate the matter, they are now no longer responding to my follow-ups.

As I am no longer at the original address, I have had to schedule another collection for 1 September 2026. I am now concerned that the collection may fail again, leaving me with an item that I did not order.

I have done everything requested of me. I provided the photographs, lodged the return and made the parcel available for collection. The failure of the collection was not caused by me.

I therefore expect G-Star to take responsibility for resolving this matter and ensure that I receive the correct black item I originally ordered, rather than leaving me to continuously chase customer service for a problem that was not caused by me.

I am requesting that G-Star:

1. Ensure the collection scheduled for 1 September 2026 takes place; 2. Confirm what happened with my original order and why I received a parcel containing incorrect customer/order details; 3. Arrange delivery of the correct black item I originally ordered; 4. Provide proper communication and updates until the matter is completely resolved.

I have retained all relevant evidence, including the photographs I provided to G-Star, my original order confirmation, return request, correspondence and evidence of the failed collection.

I hope G-Star will take ownership of this matter and resolve it promptly instead of leaving me without the product I paid for.

My order number is ***. Ordered on the 15th of August 2026 and today is the 27th and still on the dark. My email address is ***