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When Will I Receive My Delivery?

UK Orders. All DHL Express orders placed before 12pm Monday - Friday will generally be dispatched from our warehouse that day. For DPD 2-3 day shipping, please allow an additional 24 hours handling time before dispatch. Any orders placed after 12pm F

Returns Policy

Your satisfaction with our service and products is very important to us. We love each and every one of our products and want you to also, but we understand that from time to time things aren't quite what you expect. They might not fit properly or the

UK Returns

As long as the footwear shows no signs of wear, damage or outdoor use you can return your order to us in its original condition and packaging within 28 days of the date it was delivered to you. How to Return (UK Only). Exceptions:. Channel Islands an

Order number not recognised

If you have made your purchase from the Debenhams or Burton websites, please use our partner return portal here to create your label. Order numbers from these websites will not be recognised by our main returns portal.

International Orders

We’ve partnered with Global-E who become the merchant of record and allow you to complete your transaction in your local currency as well as pay all taxes and duties at checkout. When you buy your Base London products via Global-e, you will see that

International Returns

Providing you send them back to us within 28 days of receipt and in unworn condition, you can return any products back to us from outside the UK via the Global-E Returns Portal Below. Here you can generate your pre-paid DHL Express label and follow i

UK Web Return Form

Download your replacement Web Return Form here.

Where is my Refund?

Once your return has reached our warehouse we will scan it in and you’ll get an email notifying you that we’ve received your footwear. Transit Times for Return Services:. UK. Collect+ 3-5 working days. Rest of World. Transit times will vary but retur

DPD Delivered to Wrong House

Unfortunately this can happen occasionally, especially during peak times like Black Friday or Christmas. First Steps:. Generally you'll be able to locate the parcel quickly by checking this information. Don't Contact DPD:. DPD will ask you to contact

How can I Track my Delivery?

UK ORDERS. Once your order has been dispatched you will receive tracking information and updates from DPD via email and text. Download the free DPD smart phone app to enhance your delivery experience. iPhone -

Do I have to Sign for my Parcel when it Arrives?

Yes, to ensure secure delivery someone present at the requested delivery address must sign for the package. Didn’t sign for it? You can check who signed for your parcel with your DPD tracking number @  (UK Orders Only)

Faulty Item

In the event you have received a defective item, please contact us immediately with the following information:. Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time. If your

Christmas Returns for Gifts Purchased Online

Base London are pleased to offer an extended returns period for Christmas. Goods purchased between November 1st and December 24th will have until January 31st to be sent back to us for a refund.

Taxes & Duties

Although Base London try to make shopping internationally as easy as possible we cannot be held accountable for your local import taxes and duties when ordering from outside of the United Kingdom. EUROPE. Currently ordering from Europe will be the sa

Why has my order been cancelled?

We will only ever cancel your order when we run out of a particular item. If this happens please accept our apologies for our stock not updating quickly enough. We will notify you if we have to cancel your order and refund any money to the original m

Late Delivery

Although we do everything we can to ensure that your order reaches you on time, we're sorry if it's taking longer than you expected. It could be due to a number of reasons from extreme weather to doorbell batteries needing replacing. If you have rece

Shop Bought Refunds

If you are not completely satisfied with your shoes or you think there is a fault with them, please take them back to the store that you purchased them from with your proof of purchase/receipt. Your receipt acts as a contract with the retailer and it

I Need to Change my Delivery Address

If you've entered an incorrect delivery address or would like to change your delivery address please contact [email protected] as soon as possible to avoid delays in your order arriving. Once your order is out for delivery it is possible to re

How Do I Cancel my Order?

If there has been a mistake with your order or you would like to cancel it, please contact [email protected] and we’ll try our best to amend or cancel your order if it has not already been dispatched. If you have already received your order an

Can I place an order online and collect it from a store?

Although Base London do not offer store collection, you will be able to rearrange delivery with DPD to a more convenient address once your order has been dispatched. UK orders only.