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 home, 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.
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Delivery Times Late Delivery Returns Policy Shop Bought Returns Returns Process Exchanges Base London Returns Form Pre-Paid Postage Returns Label (UK ONLY) International Returns Postage Label Cooling Off Period Delivery Errors/Problems With Goods Statutory Rights
Free Delivery Offer
For a limited time we are pleased to offer UK, EU & USA customers free delivery on all orders. Your shopping bag will automatically update to remove all shipping costs.
Courier Text Message Service
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.
- UK Mainland - FREE (if ordered by 12 noon Mon - Thurs, next working day, otherwise 2 working days)
- Northern Ireland - FREE (3 - 5 working days)
- Isle of Man - FREE (3 - 5 working days)
- Isle of Wight - FREE (3 - 5 working days)
- Scottish Isles - FREE (3 - 5 working days)
For all USA Delivery details please click here.
For all EU Delivery details please click here. During National Bank Holiday's, delivery times may be delayed.
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 - Thursday 0830 - 1700hrs GMT & 9am-3pm Fridays. They will endeavour to answer your question as soon as they can. If you have any other issues with your order or payment, please don't hesitate to contact firstname.lastname@example.org first. We will be more than happy to help resolve your query as fast as possible.
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. Therefore, we offer our customers a free of charge* 28 day returns service. 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 14-21 working 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 offer Free returns label for all UK & USA customers. We do not cover the postage 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. *UK mainland only
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 can 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. Information on how to obtain Proof of Postage can be viewed here.
Unfortunately we 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 at your own convenience.
How to Return
- Repackage your order into the packaging we sent them to you in, or similar.
- Complete the information requested in the Web Invoice form provided with your order and place the bottom half in your parcel. (Download a new one here)
- Click here to send your return FREE via our Returns portal.
Channel Islands and Isle of Man. Unfortunately we do not offer free returns from these locations.
The shoes are still your responsibility until they have reached us so please ensure you have obtained proof of sending or kept your tracking number.
Once we have received your shoes we’ll give them a quick check to make sure they can be returned to stock and we will process a refund to either your Credit card, Paypal account or gift card depending on how you made your purchase.
Please note during busy periods it may take longer to process your refund, so please allow 14 days for this to appear in your account.
Unless you have made Base London aware of a faulty item, any item that is considered to be worn, damaged or unfit for resale can be rejected and no refund will be issued.
If you have any questions or problems please contact our support team at email@example.com
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 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.
Your statutory rights are not affected by our returns policy.