At BASEMENT | HQ your satisfaction is important to us so we will endeavour to assist you with all your return and exchange enquiries. We will gladly exchange any unworn items within 14 days of it being received. Please refer to our return and exchange policy.
- Please note that the returned goods for exchange will be processed upon receipt and the replacement pair dispatched within 1-3 working days subject to availability.
- Please be mindful during peak trade periods minor delays may occur i.e. Christmas
BEFORE YOU RETURN OR EXCHANGE
- Ensure product is NOT worn.
- Ensure it is returned in its original BASEMENT | HQ box or packaging.
- Ensure you have your BASEMENT | HQ receipt which would have been received with the goods sent out.
- 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
IN-STORE returns and exchanges (IN PERSON)
Show your order receipt which was sent to you with your purchase at any BASEMENT | HQ 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 style, colour or size you require to exchange. It is best you contact the store prior to your visit link to stores.
In case of a refund, please note that the item(s) returned need to be assessed by a BASEMENT | HQ representative prior to processing a refund. Refunds can only be processed and credited to the original account used to make the initial purchase.
- Complete our return and exchange form click here which was also included in your original purchase package with a copy of your order confirmation number or printed tax invoice.
- All returns and exchanges are sent at own cost and delivered to:
MARCO GIANNI, Unit1/4 Nursery Road, Campbelltown NSW 2560
- BASEMENT | HQ Online Store unfortunately cannot accept any returned items if the initial purchase was made at a BASEMENT | HQ store or any BASEMENT | HQ Clearance outlet.
- Please ensure your goods returned do not get damaged or lost as we will not be liable for this. We recommend a tracking sticker is used which can be purchased for a small fee from Australia Post.
- Only one exchange is allowed at our cost to return back to you, any more than this you will need to wear all shipping costs.
- To make an exchange for another size please contact us
- BASEMENT | HQ will send you a new size back to you anywhere in Australia with no additional cost but you will need to cover the return postage costs.
- The goods returned will be processed as we receive them and a replacement pair sent out within 1-2 days subject to availability. Please allow 3-7 working days from the day it was received in order to receive your replacement(s).
The returned goods will be processed as we receive them and return payment will be processed within 1-2 days subject to a BASEMENT | HQ representative’s assessment. Please allow for 5-10 working days for any refund to be cleared by your financial institution and for the refund to appear on your statement. Note that the method of payment will be that of the initial purchase method.