OUR EXCHANGE & RETURNS POLICY
You have 14 days after receipt of your item to inform us of your intention to return your items. Any item(s) can be returned for an exchange or credit note, if it qualifies under the following terms:
- The item(s) must be unworn and ready for resale, complete with all attached labels, security tag as well as the original packaging.
- All items will be checked on receipt by our QC department
- We suggest that returned goods should be sent using Royal Mail tracked postage with the required insurance to cover the cost of the item(s). We do not recommend using Parcelforce or any third party courier who may not deliver to a PO Box.
All returns must come with the completed returns form which you can download and print here
For hygiene reasons we do not accept returns on underwear, swimwear or headwear.
Items returned that do not meet the required standard of condition will be rejected and sent back to customers. This includes but is not limited to items being returned without original tags, items showing signs of wear, items with scuff marks, items with pet hairs or similar detected.
Customers who require refunds can request these within 14 days of item receipt, after which time a credit note will be available. Please indicate your request on the returns form in writing and our team will have these processed accordingly. If returns form is incomplete and no options selected, customers will be issued a credit note by default.
How long will an exchange or credit note take?
We aim to process all credits (less our initial delivery cost) within 7 working days of the item(s) being received. Credit notes will be emailed to customers on the email address they provided when ordering, we advise customers to also check their spam folders due to the possibility of your mail client not recognising our address as a trusted sender.
We aim to process all exchanges within 7 working working days of the item(s) been received. Once your exchanged order has been set up you will receive an email confirmation with your new your new tracking number direct from Royal mail. You will not be charged for the second delivery.
Please note that all exchanges are delivered to you using our standard 48 Hour Royal Mail service.
What if my desired exchange item is out of stock?
In the event that the item you require for exchange is unavailable or out of stock in a particular size, you will be automatically issued a store credit note. This will be sent to the email address provided by you on your initial order. Again, we advise customers to also check their spam folders due to the possibility of your mail client not recognising our address as a trusted sender.
What do I do if my item is faulty?
Before sending any items back which you may feel are faulty please send us an email at email@example.com stating your order number, name, address and contact telephone number along with reason for the return. Please note all faulty goods will be sent back to the manufacture for a professional inspection. Once the fault has been verified an exchange, credit note or refund can be issued providing the item has not been worn and returns odourless and in the original packaging.
I think you have sent me the wrong item?
We have an effective warehouse and picking procedure but if you have received the wrong item for your order then please contact us at firstname.lastname@example.org stating stating your order number, name, address and contact telephone number along any issue with the order. We will then contact you regarding the process for return.
Return postage cost for faulty or incorrect items received will be reimbursed up to 1st Class recorded delivery value. Please note that we will not reimburse special delivery or special next day premium services.
Where do I send my returns?
Providing all of the conditions above are met and you have completed the returns form then please send your items to:
CASUAL BASEMENT RETURNS
PO BOX 1646
the returns address is also printed on the returns form. The form can be downloaded and printed here