At Base London we pride ourselves on the quality of our products, our customer service and getting your orders to you. Our footwear will be packaged and sent with the greatest care and attention, to a specified destination. We deliver between Monday and Friday, 9am to 5pm and so that we are happy that you have received your shoes on time and in perfect condition, we ask our couriers to get a signature on delivery. Please ensure that someone is present at the delivery address you provide to sign for your order, or unfortunately it will not be delivered. If you are going to be out, why not send it to your place of work or a friend or relative's place, there's nothing more annoying than finding out you've missed your new shoes by way of a note on the doorstep. Please find all of our delivery information and returns help below.
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For a limited time we are pleased to offer United States customers FREE delivery and FREE RETURNS on all orders. Your shopping bag will automatically update to remove all shipping costs. Please note this promotion is only valid for customers using a USA registered payment method and USA delivery address.
Once your purchase has been dispatched you should receive a tracking number via email from DHL.
If you have any questions or problems please contact our support team at firstname.lastname@example.org
You'll be please to know that there are no hidden costs with our footwear, what you see is what you'll pay to get it to your door! As to not incur any local duties, we've limited the amount you can purchase at one time on our USA store to $800. This makes receiving your shoes or boots super fast and easy, without all the red tape!
Our US Express Service should reach the United States within 2-3 Working days. Please note delivery times may vary depending on which State the package is going to.
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 recently placed an order and you think it is overdue, please contact us through our Contact Us page referencing your order number, our customer services team are available Monday - Thursday 0830 - 1700hrs and 0900am-1500hrs GMT Fridays & will endeavour to answer your question as soon as they can.
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 they might not suit your look as much as you thought. Therefore, we offer our USA customers a free of charge 28 day returns service. As long as you have not worn, damaged or used the product you can return your order to us in its original condition and packaging within 28 days of the date it was delivered to you. A full refund will be issued (i.e the price you originally paid for the product) within 14 days of your returned parcel being received by our warehouse. You may also receive a notification from Sagepay or Paypal (depending on your payment method) of your refund. All refunds are issued using the same payment method originally used to pay for your order. Only the original debit or credit card used to make your purchase will credited with the refund. The Base London 28 Day Returns policy does not affect your statutory or any other legal rights. Please note: All returns purchased from stockists of Base London will need to be returned to the company the shoes were bought from. Base London is not obliged to accept returns on behalf of companies who stock our products. This is due to your contract of sale and current returns procedures.
To return your item via DHL successfully, please only use the link to the Online Portal below to Book your Collection. Any other method of returning your item may result is missing parcels and therefore Base London being unable to action any refunds. Always keep note of your returning DHL Waybill tracking number, as we will need to refer to this if anything were to happen to your parcel during transit.
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 is for them to examine the shoe for fault. They may then wish to send the shoe back to Base London for further inspection. It is at the retailer’s discretion as to whether they offer a product exchange, credit note or refund. Retailers have their own returns policies which you can usually find on the back of the receipt or on their website. Please always ensure you are familiar with the retailer’s returns policy before you make your purchase.
In order to receive your refund and use our Free Returns Service you must:
Re-package your footwear in its original box, fill in the reason for your return and place the box in the provided DHL returns bag. Insert the Commercial Returns Invoice* into the document wallet and affix the provided DHL *EXCHANGE* Waybill Label to the outside of the parcel.
Then book your collection with DHL here or call 1-800-225-5345.
Alternatively, find your nearest DHL Service Point to Drop off your Return here.
*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.
Returns should take 1-2 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 your 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 days for this to appear in your account.
If you have any questions or problems please contact our support team at email@example.com
** Any item that is considered to be worn, damaged or unfit for resale can be rejected and no refund will be issued. ** Please retain 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.
Unfortunately we currently cannot process exchanges bought from our website. Please follow the returns process detailed above and we will issue you with a full refund so that you can order a different size, colour or style.
If you believe that the goods that you have received are not the same as those which you had ordered. Please follow the instructions below:
- Contact firstname.lastname@example.org</> to make us aware of the problem and to confirm your goods are eligible for a refund.
- Follow the standard Refund Process as detailed above.
Your statutory rights are not affected by our returns policy.