What type of payments do we accept?
The BASEMENT | HQ online store accepts payment via credit card or Paypal. This includes MasterCard, Visa and Amex.
Can I cancel or make amendments to my order?
If you need to make changes to your order you must email firstname.lastname@example.org within 12 hours of your purchase. If your order has not been dispatched then we will endeavor to manually change the details of your order. Once your order has been dispatched, unfortunately, it cannot be changed.
How long does delivery take?
Orders will take 1-3 days to be dispatched. Following this, please allow 2-7 business days for delivery, depending on your location.
How will I know if my item(s) has been dispatched?
Once dispatched you will receive confirmation to your email which is provided at checkout.
What happens if I am not home when my order is delivered?
If no one is home upon delivery, our courier will leave a notification card to inform you of your missed delivery. Your parcel will then be re-directed to your nearest post office.
How do I exchange my order?
For information on our exchange policy please see the “RETURNS AND EXCHANGES” section.
If I buy shoes online can I exchange them in-store?
Yes. You must show your order receipt which was sent to you with your purchase at any BASEMENT | HQI store within 14 days of purchase and our friendly staff will be happy to assist you with your exchange. Not all BASEMENT | HQ stores carry the same merchandise and may not have the same styles, colour or size you require to exchange. It is best you contact the store prior to your visit link to stores.
Can I refund my purchase?
We do not refund for change of mind. We will only refund for the following reasons:
- Damaged (not due to wear and tear)
- Manufacturers fault
- Did not receive in time for event and no longer needed (if we are over our promised lead time)
- Wrong item sent
BASEMENT | HQ acts in accordance with all the relevant legislation. We will refund on all manufacturing faults in accordance with this legislation. However, we reserve the right to repair or replace the item where applicable. You may return your faulty item to any BASEMENT | HQ store or by post via our return and exchange form.
Please note: all faulty items must first be assessed by a trained BASEMENT | HQ representative and may take up to 7 working days to be processed.