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.
What Are You Looking For?
When you purchase our products we request that you supply us with a telephone number. Please supply a valid mobile number as our courier service will contact you with delivery details of your order, supplying you with an estimated delivery time. If this time is not convenient, you can alter the scheduled time by using this service.
Please Note: If you are paying for your order via PayPal you will have to ensure your mobile number is entered during the payment process on the PayPal site. If the details are not entered we will not receive your number with your order and you will not be eligible or benefit from this service.
Customers in France unfortunately will not receive a text message but will instead receive an email notifying them of their delivery. Please ensure a valid email is entered to benefit from this service.
- Republic Of Ireland (EIRE) - Free (3 - 5 working days)
- France - Free (3 - 5 working days)
- Netherlands - Free (3 - 5 working days)
- Belgium - Free (3 - 5 working days)
- Austria - Free (3 - 5 working days)
- Czech Republic - Free (3 - 5 working days)
- Germany - Free (3 - 4 working days)
- Italy - Free (3 - 5 working days)
- Luxembourg - Free (3 - 5 working days)
- Slovakia - Free (3 - 5 working days)
- Spain - Free (3 - 5 working days)
- Portugal - Free (3 - 5 working days)
- Malta - Free (3 - 5 working days)
- Bulgaria - Free (3 - 5 working days)
- Romania - Free (3 - 5 working days)
Offering Free EU Shipping.
EU Express Shipping - (If Ordered Before 12pm - Next Working Day Delivery)
- Republic Of Ireland (EIRE) - €8
- France - €8
- Netherlands - €8
- Belgium - €8
- Austria - €10
- Czech Republic - €10
- Germany - €8
- Italy - €10
- Luxembourg - €8
- Slovakia - €10
- Spain - €10
- Portugal - €10
- Malta - €10
- Bulgaria - €10
- Romania - €10
We don't currently deliver to any regions other than those listed above.
For all USA Delivery details click here.
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 - Friday 0830 - 1700hrs GMT and 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.
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 10 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.
We do not offer a pre-paid postage label or reimburse costs for EU returns.
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.
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 you must:
(1) Complete in full, date and sign the Returns Form with as much information as possible (the form will be included with your original order).
(2) Return the products, unworn in its original condition, using the returns postage label for your region (which you can also download below)
** Any item that is considered to be worn, damaged or unfit for resale may be rejected and no refund will be issued. **
Please obtain proof of postage for the unlikely event that you might need to use it as evidence that you have returned your order. 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.
Enclosed with your order will be a Base London Returns Form. If you wish to return any part of your order please fill in all the fields on the Returns Form – Reason of return, the style name and size of shoe, your name and any additional comments you may have.
If you can't find your returns form or have accidentally destroyed it then please download and print a new one here:
International customers are able to return any order for a full refund within 28 days of them receiving their delivery. International customers can use any postal service to return their order, but the parcel remains your responsibility until it arrives with Base London. We highly recommend you obtain Proof of Postage to avoid any problems if your parcel does go missing.
If you no longer have your returns slip and wish to return your order, please download the International Returns Address Label below for either Europe or Republic of Ireland below:
If you cannot for any reason download or print the returns address label please contact us through our Contact Us page.
Customers in the European Union are entitled, by law, to withdraw from the purchase of an order within 7 days of the day after the delivery date of your order. If you wish to exercise this right please Contact Us page.. In order to process your refund you must:
(1) Complete, date and sign the returns form included with your original order.
(2) Return the products, unworn and in the original condition, using the returns postage label included with your original order within 21 days of you giving us notice of cancellation.
Your refund will be processed as soon as possible but within 30 days of your notification of cancellation. You will then receive an email from Base London confirming your refund. You may also receive notification from SagePay or Paypal 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.Please note that it is your responsibly to ensure products are returned to us in the same condition that they were sent to you.
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:
- Complete the returns form ensuring all the correct information that is required is included, especially your order number and the reason for return.
- Send the item(s) back to Base London at the address on the returns form, in the original packaging. Your parcel is your responsibility until it reaches us, so we recommend you obtain proof of purchase.
- If you are returning the product because of an error on our part, Base London will be happy to refund you the costs involved in sending the item back to us as well as your original postage costs.
- You will receive confirmation via email once we receive your parcel.
Your statutory rights are not affected by our returns policy.