Returns and Refunds

Your satisfaction with our service and products is very important to us and we realise that you will occasionally want to return or exchange your purchases. Products from this site can only be returned directly to us here at Base London and not to stockists of Base London products.
Base London reserve the right to refuse a refund or offer an exchange if the goods returned are deemed to have been damaged, worn or tampered with. Here's how to return any Base London product that you are not entirely satisfied with:

PLEASE NOTE: Any requested refunds will only be made to the card to which the order was charged.

Base London Returns Form

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.
For assistance on how to complete the returns form please download Example Returns Form.pdf (680kb)
If you can't find your returns form then please download and print a new one. Returns Form.pdf (750kb)

Pre-Paid Returns

Base London offers a £1 pre-paid returns option at the point of purchase. This allows you to return your unwanted shoes to us for no additional charge within 30 days of purchase. If you have applied to have a £1 pre-paid returns included in your order then you will receive a prepaid address label within your order.

If you wish to return your order using the Pre-paid label, simply fill in the Returns Form, repackage your order, including the completed returns form and apply the pre-paid address label to the outside of the package, take it to the post office and send back to us.

The shoes are still your responsibility until they have reached us so please ensure you have obtained proof of sending (please see below).

We regret this service is not available to customers in Eire.

Non Pre-Paid Returns

If you wish to return your order but have not opted to include pre-paid returns with your order then simply fill in all the requested fields on the Returns Form enclosed with your order and repackage your order. Please then post your shoes back to:

Base London C/O AWL UK LTD
Brooklands Close
Sunbury - on - Thames
Middlesex
TW16 7DX

The shoes are still your responsibility until they have reached us so please ensure you have obtained proof of sending (please see below).

Proof Of Sending

The Royal Mail provide (but do not promote) a proof of sending service known as ROYAL MAIL CERTIFICATE OF POSTAGE. There is no tracking or signature facility on this service but will serve as legal proof of sending a package.
Simply as the counter clerk for a Certificate of Postage form (this IS NOT the same as a printed receipt) which you will need to hand write the Base London address and details in, the clerk will stamp and initial the form, which you should keep in the event of a non-delivery to Base London. REMEMBER: This is a free service which is not actively promoted by the Royal Mail but is FREE and legal proof of posting.

This service is NOT available in Eire, however the responsibility of the return still remains that of the sender until received by Base London.

Returns - Change Of Mind

To avoid your returned item being deemed unfit for refund please follow these instructions:

All items must be returned in their original condition ie footwear must be unworn and in the original unmarked and undamaged box
Complete the returns form, including the order number, found on your email order confirmation.
Returned items must reach Base London within 30 days of receipt of the item.
Send the item(s) back to Base London at the address on the returns form, preferably in the original packaging or a suitable replacement. Your parcel is your responsibility until it reaches us, so we recommend that obtain proof of posting from Royal Mail (UK only) or another registered delivery service.
All refunds will be credited to the same Debit/Credit card on which the order was placed within 10 working days of Base London receiving the item, however it may take longer to appear on your account depending on your account provider.
The original purchase price of the order will be credited into the same Debit/Credit card on which the order was placed.
We will refund the standard delivery charge made on orders if they are returned to us within 7 days of receipt. If an order is returned to us after 7 days from receipt then we will refund the delivery charge only if the goods are damaged, faulty or incorrect.
All items must be returned to Base London and must be deemed by Base London to be in their original condition.

Exchanges

If you wish to exchange your item for another Base London product, we cannot guarantee that your chosen exchange will be available. Please check that it shows 'in stock' on the website.
To avoid your returned item being deemed unfit for exchange please follow these instructions.

Complete the returns form ensuring all the correct information that is required is included, especially your original order number.
Send the item(s) back to Base London at the address on the returns form, preferably in the original packaging or a suitable replacement. Your parcel is your responsibility until it reaches us, so we recommend you obtain a certificate of posting from the Royal Mail (UK only) or another registered delivery service.
All items must be returned to Base London and must be deemed by Base London to be in their original condition.

Delivery Errors / Problem With Goods

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 stating exactly whether you require a refund or exchange
Send the item(s) back to Base London at the address on the returns form, preferably in the original packaging or a suitable replacement. Your parcel is your responsibility until it reaches us, so we recommend you obtain a certificate of posting from the Royal Mail (UK only) or another registered delivery service.
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.

7 Day Cooling-Off Period

In addition to our returns policy, under the Distance Selling Regulations you have seven working days (beginning the day after receipt) to cancel your purchase. In this case, we will provide a full refund.