Returning Or Exchanging - 2 Easy Steps
Here at Base we are proud to offer Free Returns on all UK Mainland purchases. Please see below for our returns policy.
Christmas Returns & Exchanges
We hope you love your purchases made with Base over the festive period and have listened to our customers to extend our returns policy to make sure you get just what you want!
For Christmas purchases made from the 1st of November , we have an extended refund and exchange period until the 6th of January.
For full-price purchases made after the 9th of December the regular refund policy applies (28 days).
These policies apply online only. For in-store returns/exchanges, please see their policy at the till. Please see below for more T&Cs.
Mid Season Sale Returns & Exchanges
For sale items you have 14 Days from the date of delivery to return in an unworn condition for a refund or exchange.
As stock will be low over the sale period if you wish to exchange for a different size/colour we strongly recommend placing a new order and returning your current order for a refund to avoid disappointment.
For any full priced items, the usual 28 day policy applies (more details below).
Returns & Exchanges
For any full-priced items purchased you have 28 days from the date of purchase to return to us for a refund or exchange.
If you wish to exchange your item for another size/colour etc, we always suggest to avoid disappointment by placing a new order and returning your initial order for a refund.
Exchanges can only be made on items equal in value or less than the value of the item(s) you are returning. For any exchanges for items greater in value, we will have to refund the item returned to us and place a new order for the new item (as we cannot take additional payments).
Returns for online orders (UK Mainland)
If you ever need to return an item for exchange or refund, you can do so in two easy steps;Step 1. Complete Your Returns Form
Complete your returns form, informing us of the item(s) you would like to return, and the reason. For exchanges, complete the information for the replacement item(s) you would like. If you have misplaced your Returns Form, please contact us for a replacement.Step 2. Post Your Parcel
Attach your Free Return Labels to the exterior of the parcel. If you have misplaced your Free Returns Label please contact us for a replacement. Take the parcel to your local Post Office and retain the receipt as proof of postage. The receipt will include your unique tracking number.Alternatively you can return an item to us in-store. Please make sure you bring your invoice with you. Refunds will be directed to Head Office, where the refund will be made to the original payment method used. If you want to exchange for a specific item then please call us for stock availability.
Returns for online orders (Overseas)
Please note, we do not offer free exchanges for overseas customers (outside of UK Mainland). If you want to exchange your item then please post back your order for a refund and place a new order.Step 1. Complete Your Returns Form
Complete your returns form, informing us of the item(s) you would like to return, and the reason. If you have misplaced your Returns Form, please download one here.Step 2. Post Your Parcel
Take the parcel to your local courier and post back to our address (which you can find on the returns form) and retain the receipt as proof of postage. The receipt will include a tracking number which can be used to see the status of your parcel.
- * Please ensure you return goods in their original unworn condition within 28 days of purchase for full priced items and 14 days of delivery receipt for sale items.
- * Please allow 5 days from receipt of return for us to process the refund/exchange.
- * All returned goods must come with attached tags intact
- * For hygiene reasons we cannot accept underwear returns.
- * Returned goods are the responsibility of the customer until they are received by our returns department.
- * This policy does not affect your statutory rights. Please refer to our website for our full returns policy.
- * Alternatively, items can be returned in-store by simply bringing the form along with you.
- * Refunds will be processed at head office and issued to the original payment card.
I have lost my returns form (UK)
If you have lost your Returns Form, then it is not a problem. Simply download a new form here or if you need a new returns label please see the tab below. Remember to fully complete your returns form, informing us of the item(s) you would like to return, and the reason. For exchanges complete the information for the replacement item(s) that you would like.
I have lost my free returns label
If you have lost your free return label, then it is not a problem. Simply contact us at firstname.lastname@example.org and we will be able to provide you with a new label. Remember to retain the receipt you received upon sending your parcel as proof of postage. The receipt will also include the tracking number on it, which will enable you to track the parcel.
Find my local post office
Right so you have everything prepared to return your order, but you need to find your closest Post Office so you can send your free return? No worries, click here to be diverted to the Post Office Branch Finder.
No worries, click here to be diverted to the Post Office Branch Finder.
Returning an item in-store
If you are from the South East region (or don’t mind travelling) you can return items to your local Base store for a refund or exchange within 28 calendar days from the date of purchase (see invoice for date). Please take your invoice with you as proof of purchase. Click here to find your nearest store. Refunds cannot be issued in-store. However, the store will be able to receive your return and inform head office, where the refund will then be issued onto the original payment card.
Have you received my return?
Not sure if we have received your return? Our free returns label is trackable. Click here to track your parcel online. Your tracking number can be found on the receipt you will have received upon taking the order to your Local Post Office. Please note that returns can take up to 3 working days to be processed, once they have been received in at head office. If you need further assistant then please do not hesitate to contact our Customer Services team at email@example.com, ensuring you include your Order Reference number. Alternatively you can call us on 0208 551 3453 (Monday to Friday, 9am till 5pm).
How long does it take to process my return?
It can take up to 3 working days to process your return once it has been received at head office. If it has been longer and you would like someone to look into it for you, then please do not hesitate to contact our Customer Services team at firstname.lastname@example.org, or call us on 0208 551 3453 (Monday to Friday, 9am till 5pm). Please note that if you have made a request for an exchange and have not contacted us prior to returning your order then this can delay the process further.
Faulty and incorrect goods
Firstly, our apologies if you have received an item that is incorrect or faulty.
In the event that you believe there is a fault with an item, you can return the item back to us for assessment. Please return the item to us using the included returns form, highlighting the item and please explain the fault. If upon inspection your item is deemed faulty, then we will either provide a full refund or replacement item (subject to availability), as per your request.
If you have received an item you did not order, please return the item to us using the included returns form. If this item was received instead of an item on the order then please highlight the item you should have received.Returning Faulty or Incorrect Goods
We offer a hassle free returns service. Using the Free Returns label provided, send the items back to us ensuring you complete your returns form with the relevant details.