FREE RETURNS ARE NOT APPLICABLE ON SALE ITEMS. A $15 RE-STOCKING FEE WILL BE DEDUCTED FROM YOUR REFUND WHEN USING OUR PRE-PAID DHL RETURN LABEL.
If Your Product Is Faulty Or Incorrect Please Contact Us Before Submitting Your Return. Free returns are still valid for full priced items.
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. Please note Base London will not provide reimbursement for return packaging.
In order to receive your refund and use our Free USA 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 provided DHL returns bag with your shoe box. (Download a replacement Web Returns Form Here.)
- Insert the Commercial Returns Invoice* into the document wallet and affix the provided DHL *EXCHANGE* Waybill Label to the outside of the parcel.
- Drop your parcel at your nearest DHL Service Point, find it here.
- Or alternatively, book a collection with DHL here or by calling 1-800-225-5345.
- 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 will delay your return and refund, please make it accessible on the outside of your parcel.
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.
In the interest of protecting Base London and offering our customers the best service possible, a $15 restocking fee will be deducted from the refund of customers we feel are exploiting our free USA returns service. Returning what Base London deem to be an excessive amount of orders via our pre-paid DHL Express service may result in future orders being blocked from dispatch.
We continue to offer all our valued customers Free USA returns and we apologise for any inconvenience this policy may cause.
Any faulty or incorrect goods can of course be returned to us free of charge.
If you feel there are extenuating circumstances regarding your order which make you exempt from this policy or have any questions regarding your return, please get in touch with our support team and we’ll be happy to help - firstname.lastname@example.org
Our customers will always be our first priority and Base London will not allow return abuse to spoil your experience shopping online with us.
If you have any questions or problems please contact our support team at email@example.com