OUR EXCHANGE & RETURNS POLICY

You have 14 days after receipt of your item to return your items.  Any item(s) can be returned for an exchange or credit note, if it qualifies under the following terms:

  1. The item(s) must be unworn and ready for resale, complete with all attached labels, security tag as well as the original packaging.
  2. All items will be checked on receipt by our QC department
  3. 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).

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.

Customers who require refunds can request these within 14 days of item receipt. Please indicate your request on the returns form in writing and our team will have these processed accordingly.

FAQ’s

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 support@casualbasement.co.uk 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 support@casualbasement.co.uk 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.

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

BEDFORD

MK45 6AG

the returns address is also printed on the returns form.  The form can be downloaded and printed here