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How can we help?

New to Base and got questions? Hopefully we can answer them below!
    Shopping on the Base website is easy. Browse our products by filtering your searches by gender, age, colour or size. Alternatively, visit our category pages to select garment type and brand.

    Once you have found an item that you would like to purchase, select the size and click ‘Add to Bag'.

    To review your items, visit the shopping bag located at the top right corner of the page.

    Lastly, proceed to the Secure Checkout to complete your order and select your delivery option.
    No. For a fast checkout you can checkout as a guest, however if you would like to gain access to your order history and tracking information it's best to create an account when you have completed your order. This is done simply by creating a password on the order confirmation page. Alternatively, you can register with base using your Facebook or Google account.
    At the moment we are unable to place telephone orders but please contact our knowledgeable Customer Services Team below to help you with your order.

    Customer Service (UK): 0208 551 3453

    Customer Service (International) +44 208 551 3453

    Customer Service Hours (GMT): Monday-Friday: 9am - 5pm
    Saturday: 9am to 4pm Sunday: 10am to 2pm
    We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method.
    Unfortunately once an order has been placed we can not cancel your order.

    If you no longer want your order you will need to return it once it has been delivered. We will refund you as soon as it's arrived back in our warehouse

    If you receive a faulty item we want to hear from you straight away. Please contact us on customerservice@basefashion.co.uk, or alternatively, use the contact form on our Contact Us page {LINK] with the following details:

    The order number
    The faulty item's name and number
    A description of the fault
    If you have received an item that you haven't ordered, we want to hear from you straight away. Please contact us on customerservice@basefashion.co.uk, or alternatively, use the contact form our Contact Us page.

    Please send it back to us and we'll resend the correct item as soon as it's arrived back at our warehouse.

    RETURNING THE ITEM
    Please complete the returns form, ticking the option 'Received Incorrect Item' to say the item is incorrect, and put the note in your parcel when you send it back. Remember to ask for proof of postage and ensure you keep it safe in case we need to look at it later on.
    For more information on how to return click here. If you choose to return through another method, it's your responsibility to pay for your return.
    Sometimes, we send orders out in separate parcels. If you are unsure whether your items have been sent separately please contact us on customerservice@basefashion.co.uk, or alternatively, use the contact form our Contact Us page. [LINK]
    If you haven't received your email confirmation then you will need to contact our customer service team and we will check this for you, click here to see our Contact Us page.[link]
    We offer a variety of different delivery options and shipping times. For a detailed breakdown please click here to view our Delivery page [link]
    Yes. A signature is required for all parcels delivered by our courier services. Please note if you are not home, and have informed the courier to deliver to a neighbour; this is done at the risk of the customer. Base accepts no responsibility for any orders that have been lost/stolen if you have chosen for the courier to deliver to a neighbour.
    Not going to be in? Don't worry our delivery partners will send a text with a link which will allow you to select an alternative delivery day. Please note if you have informed the courier to deliver to a neighbour; this is done at the risk of the customer, and Base accepts no responsibility for any orders that have been lost/stolen.
    With the UK leaving the EU single market, customs charges now apply to all EU orders. Any orders over EUR 150 will incur duty payable by the customer, in addition to your local import taxes.
     
    For example, an order of EUR 643 delivered to Germany would incur duty and import taxes of approximately EUR 220, payable by the customer on top of the order value. The rate payable varies depending on which EU country you are purchasing from.
     
    Please contact your local customs office for a breakdown of your local import charges from the UK before you order.
    Your estimated delivery date is in your order confirmation email – please allow until this date for your order to arrive. If your estimated delivery date has passed and you haven't received your order, please click here to contact us. You will need to provide and confirm the following: Your name Your order reference Your delivery address
    Unfortunately, we are unable to accept BFPO or PO Box orders due to limitations with our courier services. We are sorry for the inconvenience.
    Don’t worry, if you are not home when we try to deliver your parcel, a calling card will be left for you to re-arrange a more suitable delivery time. Our couriers will attempt to deliver your parcel twice, before returning the parcel to the nearest Shop & Ship location or depot, where it will remain for 7 days for your collection. After this one week period, all parcels are delivered back to Base. It is important you provide us with an up-to-date mobile telephone number, as you will receive a text on the day of delivery with a 1-hour allotted delivery time. You can reply to this text if you would like to select an alternative delivery date and/or have you parcel left with a neighbour.
    Unfortunately, we are unable to accept PO Box orders due to limitations with our courier services. We are sorry for the inconvenience.
    For your security we aren't able to change the address your order is being sent to. Don't worry – if you're not in when a delivery is attempted our delivery partner will leave a card advising how to arrange a redelivery or where you can pick up your parcel.
    Once your order has been dispatched, and received at the delivery partners depot they will contact you via text to notify you of your delivery slot/window.
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