FAQ

We are here to help

ORDER / DELIVERY ISSUES

missing an item / or incorrect item from my order, what do I do?

If you have received an incorrect item or an item is missing from your order, please Contact Us with details of the error.

Please remember to include your order number within your message, as this will help us speed up the search for your order details.

If we are still unable to locate your missing items, we will send you a ‘Missing Parcel Claim Form’ to sign and return, which will act as a declaration of your claim. Upon receipt of your declaration, we will investigate the claim and advise you of the outcome within 4 working days. If appropriate, a refund will be issued to the credit/debit card used for your purchase.

What do I do if I receive a faulty item in my order?

We hope you’ll love our items as much as we do, however, in the unlikely event your product develops a fault, the quickest and easiest way to resolve this is to response to your order confirmation email with images of the fault and we will be able to advise you further.

A refund for the original price paid or an exchange for a product of equivalent value will be offered in the event that a manufacturing fault is identified. Alternatively, arrangements may be made to have your product repaired.

Will you refund the shipping charges on my parcel?

Customers are responsible for all return shipping costs, unless your order arrives incorrect or damaged, in which case please contact us at info@basicsense.co.uk for a prepaid return shipping label.

Returns with the original receipt will be credited in the original form of payment for the amount paid.

Where do you deliver to internationally?

We ship only to EU countries at the moment.

All delivery time frames are based on working days, working days are Monday to Friday and exclude UK Bank Holidays. Deliveries may also be delayed due to any local Bank Holidays.

Tracking information is available by clicking on the tracking link in your dispatch email.

If the country we're delivering to has import taxes or customs fees, you'll be charged when the order reaches that country. To avoid any surprises, it's best to check this before you order.

Do you deliver to the channel Islands and Isle of Man?

We offer standard and express delivery service to Jersey and Guernsey as same as UK destinations.

You can track your order by using the tracking information on your order confirmation.

Please note returns from the Channel Islands will be at your own cost.

Deliveries to the Channel Islands and Isle of Man may be subject to delays due to Customs checks

When will my order arrive? What are your order cut off times?

Your expected delivery date will be provided at checkout. Please allow this date to pass before querying the whereabouts of your delivery.

Order cut off times:

  • UK Standard delivery orders placed by 2pm GMT ( (Mon-Fri, except bank holiday) will arrive within 3-4 working days to most UK Mainland addresses. Please allow up to additional 2-3 working days for deliveries to Northern Ireland, Highlands and Islands.
  • UK Express Delivery orders placed by 2pm GMT (Mon-Thu, except bank holiday) will arrive next working day. please allow up to an additional 2-3 working days for deliveries to Northern Ireland, some AB postcodes and Highlands and Islands.

 

Orders placed after the cut off time will take 1 working day longer to arrive.

You will receive your dispatch confirmation email, along with your tracking number, once your parcel is with your courier. Therefore, don't worry if it's getting close to your expected delivery date and you haven't heard from us. if your expected delivery date has passed and you have not received your order.

Please contact us for tracking your order.

 

PRODUCT & STOCK

Are you getting more stock in?

we’re constantly trying to bring you the latest trends. This means that our items can sell out and we don’t always plan on restocking them. Our customer Service team is able to advise on whether an item is coming back into stock for some of our best selling items, so keep checking back on our site to see if an item has reappeared.

Why have I received an email saying the item I've ordered is out of stock?

At the time customer order was placed, we genuinely believed that we would be able to send the item to you. However, due to a stock discrepancy in our warehouse that we are not able to send out indicated order.

Can I check if an item is in enough stock to fulfil my needs before I buy a sample?

Please contact info@basicsense.co.uk before purchasing a sample.

Can I reserve quantity of some items in your warehouse?

If a product is available on basicsense.co.uk, you can order these items online. However, unfortunately we are unable to offer the ability you to reserve items at our warehouse.

RETURNS AND EXCHANGES

Have you received my return?

When returning items to our warehouse we would kindly ask that you allow 14 days for your return to be processed. Once refunded, you will receive a confirmation email and your refund will appear back in your account within 3-5 working days.

 

How long do I have to return a full priced item?

We can offer 30 days to return items that you purchased.

Unless faulty all items being returned must be unused, in their original packaging and with any lable.

How do I return an international order?

To return an order from outside of the UK

Please be aware that we do not offer a free returns service for international customers and we always recommend that you use a tracked delivery option when sending parcels back from outside the UK. Send your return to:

BASIC SENSE.

Web Returns

Unit 11, 5 Wadsworth Road

Perivale

London

UB6 7JD

United Kingdom

When can I expect my refund?

Please be advised that when returning your order to our warehouse it can take up to 14 days(normally less than 7days) for your return to be processed.

Please allow the full 14 days to pass before querying your return.

Once your return has been processed you will received a confirmation email and your refund will appear in your account within 2-3 working days.

STILL HAVE ANY QUESTIONS?

           Free Chat ( 10AM - 4PM) GMT

 info@basicsense.co.uk

Contemporary Yet Timeless

Basic Sense is an online-based fashion destination for everyone.

Our focus lies on effortless looks edited trends and beautiful fabric while always ensuring that your personality shines through with Versatile and Contemporary style. Basic Sense has been people's fashion companion to help them finish their classic and elegance quality outfit with perfection by adding eye-catching details since 2009.

Our collection will be a perfect complement for everyday casual look to occasional ensemble for a party, wedding, etc. characterised by timeless style and premium quality with reasonable price.