Customer Services

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Contact Us

Delivery

Returns

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Contact Us

You may contact us by using any of the following:

E-Mail

Sales

Returns

Order Line

020 8551 3453

Hours (Mon-Fri) 9am to 5pm

Head office address

Base Retail Ltd

Unit 2 Woodford Trading Estate

Southend Road

Woodford Green

Essex

IG8 8HF

Head office phone number for general & non internet related enquiries. 020 8551 4455

Delivery

Delivery charges UK and abroad

All Orders are charged £3.95 for P&P.

We use Royal Mail Tracked  to dispatch our orders. This will require a signature on receipt.

Dispatch

We aim to dispatch items ordered from our sale section within 7 days.

Please be aware that a signature will be required as we send out orders by Royal Mail Special Delivery or first class recorded delivery.

Shipping to USA

Delivery to the United States and the Middle East is a charge of around £20 for all orders and usually takes 5-7 working days for delivery. Please e-mail customerservice@basefashion.co.uk if you would like a shipping charge quote before ordering.

Tracking numbers for delivery will be emailed to customers for the checking on delivery of their orders. The charge that our website makes for your shipping may not be accurate as rates vary according to destination and the weight of your order. We will contact you by e-mail to confirm the postage charge before we process your order and no money will be taken from your payment card until we have confirmed the delivery charge to you.

Please note that all overseas orders must be delivered to the card holders billing address. We do not ship to alternative addresses or P.O Boxes.
Shipping to EU countries

EU deliveries are made by Parcel Force, taking an estimated 3-5 days. We have a minimum delivery charge of £10 to all EU countries. The charge that our website makes for your shipping may not be accurate as rates vary according to destination and the weight of your order. We will contact you by e-mail to confirm the postage charge before we process your order and no money will be taken from your payment card until we have confirmed the delivery charge to you.

Please note that all overseas orders must be delivered to the card holders billing address. We do not ship to alternative addresses or P.O Boxes.

Shipping Worldwide
Worldwide deliveries will be made by Parcel Force we have a standard price for worldwide deliveries of £20 (however in some circumstances this may vary but we will email or phone with a delivery quote.)

Please note that customers living outside the European Union may incur local taxes and import duties, which may involve slight delays. The customer is solely responsible for the payment of any of these additional charges that may be imposed.

Returns

Please note: Our website returns policy applies to purchases made on-line and not in store.

We understand that there are times when you receive items that may need to be exchanged for a different size, colour or even a different product. You may also have decided that you no longer want or need them.

Exchanges 

If the product(s) you wish to exchange is no longer in in stock you will have the option of an exchange for a different product or a credit for you to use on our website at a later date. Refunds can only be issued up to 10 days from purchase. 

What should you do

Please inform us prior to sending a return by e-mailing us with the product reference number and your order number to returns@basefashion.co.uk and let us know the problem and we will advise you how to return it and whether we are able to exchange your order.

Fill in the returns form that was enclosed with your order or download and print a copy from HERE and send it along with your exchange to:

The Returns Department
Base Retail LTD
Unit 2 Woodford Trading Estate
Southend Road
Woodford Green
Essex
IG8 8HF
 

• Return the goods within 28 days of purchase

• Items must be unworn, in original condition and in the original packaging with the labeling intact.

• We recommend you use recorded delivery as we cannot exchange goods we do not receive and cannot accept responsibility for missing returns.

• If you are exchanging an item from your order for another size or colour we will only send you the replacement with free return postage if you e-mail our returns department first.

• The above is only applicable for customers of this website. Items purchased in store must be returned to the store.

 
What we will do
 

• We will exchange your order on receipt of the goods if they meet the conditions above.
• If you cannot return the goods within the limits above, e-mail us immediately and we will try to assist you. We need a record of this notice if we are to extend the deadline.

 
IMPORTANT -Other things you need to know

You are responsible for the cost of postage to return your exchange to us, however we will not charge you P&P to send your first exchange out to you. Subsequent exchanges from the same order will be charged at our standard P&P rate of £3.95.

International orders do not qualify for free exchange P&P and must be paid for before the goods to be exchanged can be sent. Please contact us to arrange the additional payment before you send your order back to us. 

If your order originally qualified for free postage and you return part of that order for an exchange and part of your order for a refund, your card will be credited to the amount of the goods that you have returned, minus any delivery cost that you would have incurred for the goods that you have kept assuming that they are under the limit set for free postage.

Exchanges in store

You may return your purchase from this website to one of our stores for an exchange within 28 days from the date on delivery note. Please make sure that the item/s are unworn and with their original packaging. You will also need to have the delivery note that was enclosed with your order.

 
Refunds
 
In accordance with the distance selling regulations from the Office Of Fair Trading, we offer a no quibble 10 day refund policy for purchases made on this website.

What you should do

Please inform us prior to sending a return by e-mailing us with the product reference number and your order number to returns@basefashion.co.uk and request a refund.

Fill in the returns form that was enclosed with your order or download and print a copy HERE and send it along with your item(s) that you would like refunded to:

The Returns Department
Base Retail LTD
Unit 2 Woodford Trading Estate
Southend Road
Woodford Green
Essex
IG8 8HF

• Return within 10 days of receiving your purchase
• It should be unworn and undamaged.

• Returns postage must be paid by the customer.

What we will do

We will refund the value of your returned purchase to your payment card providing the goods are unworn and undamaged, in the original packaging with labels intact.

IMPORTANT -Other things you need to know

If your order originally qualified for free postage and you return part of that order for a refund, your card will be credited to the amount of the goods that you have returned, minus any delivery cost that you would have incurred for the goods that you have kept assuming that they are under the limit set for free postage.

Refunds in store

You may return your purchase to one of our stores for a refund within 10 days from the date on delivery note. Please make sure that the item/s are unworn and with their original packaging. You will also need to have the delivery note that was enclosed. Your order cannot be refunded in store, however the store will pass the delivery note on to the website manager, who will then authorise your refund.


Faulty or incorrect goods

Firstly -our apologies if you have received an item that is incorrect or faulty.
How do I return a faulty or incorrect items?

What you should do

Use Recorded Delivery as we cannot issue refunds for any items that fail to be delivered and cannot be held responsible for items that go missing.

Please contact us by email BEFORE sending the parcel back and let us know the problem and we will advise you how to return it.

Please write on the package FAULTY returns, and we will then refund you the price of the postage.

Send your faulty or incorrect item to:

The Returns Department
Base Retail LTD
Unit 2 Woodford Trading Estate
Southend Rd
Woodford Green
Essex
IG8 8HF

Please send via Royal Mail recorded delivery, do not use Special Delivery or a Courier service.

Faulty or damaged goods that have to be returned must be received back within 14 days within the UK and 28 days outside of the UK from the point of notification by yourself to us.

What we will do

We will either refund your card or replace the item (subject to availability) as requested by you as soon as possible after receipt of your return.

If you need any more information regarding Delivery and returns, or if you have any further queries, please contact us using the form below or call 02085513453