Brexit Update:
Please note, we have temporarily suspended our EU deliveries while we update our systems to provide DDP terms on your delivery and prevent our customers paying additional customs and duty fees. We are sorry for the inconvenience and hope to be shipping worldwide very soon.
Returns Policy
As long as the product 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.
DHL Returns
Please note that a re-stocking fee** will be deducted from your refund when using the DHL returns service. Base London will not provide reimbursement for return packaging.
In order to receive your refund and use our DHL Returns Service you must:
- Re-package your footwear in its original box.
- Fill in the web returns form included in your order and place in the parcel with your shoe box. (Download a replacement Web Returns Form Here.)
- Attach the Commercial Returns Invoice* and the provided DHL Return Label to the outside of the parcel.
- Drop your parcel at your nearest DHL Service Point, find it here.
- Please make note of your 10-digit Waybill number to ensure your parcel can be tracked. The products are your responsibility until they arrive at the Base London warehouse.
*Please note the Commercial Invoice is necessary for your goods to be returned to the UK. Not providing this could delay your return and refund, please make it accessible on the outside of your parcel.
* Please contact our Support Team if you have any issues returning your order via DHL.
Returns should take 2-3 working days to reach our UK Warehouse. Once we have received your shoes we’ll give them a quick check to make sure they can be returned to stock and we will process a refund to either your Credit card or Paypal account depending on how you made your purchase.
Please note during busy periods it may take longer to process your refund, so please allow 14 working days from us receiving your parcel for this to appear in your account. We will of course aim to process it much faster than this.
Unless you have made Base London aware of a faulty item, any item that is considered to be worn, damaged or unfit for resale can be rejected and no refund will be issued.
**DHL Return Fees by Country:
| Destination | Rate | Service |
| Austria |
€10 |
DHL Express |
|
Belgium |
€10 |
DHL Express |
|
Denmark |
€15 |
DHL Express |
|
France |
€10 |
or DHL Express |
|
Germany |
€10 |
or DHL Express |
|
Ireland |
€10 | DHL Express |
|
Italy |
€15 | DHL Express |
|
Luxembourg |
€10 |
DHL Express |
|
Netherlands |
€10 |
DHL Express |
I Can't See my Country on the List
If your country is not covered by our returns service, please use a courier of your choosing to return your goods to:
Base London C/O AWL Ltd.
Unit 12, Brooklands Close
Sunbury-on-Thames
Middlesex
TW16 7DX
United Kingdom
Please ensure your parcel is tracked and retain proof of postage, the shoes are your responsibility until they reach us.
Base London does not offer free international returns.
Once we have received your shoes we’ll give them a quick check to make sure they can be returned to stock and we will process a refund to either your Credit card or Paypal account depending on how you made your purchase.
Please note during busy periods it may take longer to process your refund, so please allow 14 working days from us receiving your parcel for this to appear in your account. We will of course aim to process it much faster than this.
Unless you have made Base London aware of a faulty item, any item that is considered to be worn, damaged or unfit for resale can be rejected and no refund will be issued.
Lost Your Returns Form?
Download a replacement Web Returns Form Here.
If you have any questions or problems please contact our support team at support@baselondon.co.uk