✓ ︎New BASE Website | Available for Orders Soon

Frequently Asked Questions

Need Help? Here you will find everything you need to know.

  • Can I find any differences on sizes between different brands? And between different models by the same brand?

    Yes, you can find some size differences between brands. You can even see that the same brand can stock models which differ slightly in size.

  • Is there any difference between models for women and for men?

    Differences only exist in the American sizing system (US) for men and women. This is, 5 US women will correspond to less centimeters than 5 US men. Please take this into account when choosing your size to avoid any mistakes. To verify you are choosing the right size, the best thing you can do is to compare the American sizing system with the EU size and centimeters (CM).

  • Can I reserve or pre-order a product?

    No, at Base Store is not possible to reserve or pre-order any of our products. This applies to all products in our catalogue, as well as exclusive product releases.

  • When I add a product to the shopping cart, is the item reserved for me to purchase?

    No, products added to the cart are never reserved for an upcoming purchase under your personal customer account.

  • I'm interested in a pair of sneakers but my size is not available. Would you be able to order a pair for me?

    We cannot order specific items to the manufacturing brands based on personal requests. 

  • What steps do I need to follow if I have received a product presenting a manufacturing defect?

    All manufacturing brands follow really strict quality control measures to assure excellent performance of the products they sell. Moreover, when we receive the product at Base Store, we carry out a thorough evaluation of the product to verify that they do not present a visible defect, so that you will rarely need to contact us regarding a manufacturing defect on the product received.

  • Can you get any discontinued models or past editions?

    No. It is not possible for us to get sneakers from previous editions or discontinued models already out of display elsewhere. Our stock available is what you can see on our website. Our stocks are synchronized in real time between our online store and physical stores.

  • Can the color of the product I receive vary slightly in relation to the photos on the product page?

    Solid quality criteria apply to all our creative procedures. Once you receive the product at home, you could however note light tone variations in the color of your product.

  • Are the products sold at your store original?

    Yes, all our products are 100% original. At Base Store we work directly with the manufacturing brands, without any intermediaries. For this reason, you can usually see us mentioned as a regular official collaborator in some promotional campaigns released by the brands. 

  • Is the value that appears on your website the final price I will pay when purchasing a product?

    The value that you can see on our online store is always the final price to be paid for the product. The price does not vary, and it will remain the same regardless of the quantity of products being purchased.

  • How can I confirm my order has been placed correctly?

    You can easily confirm that you have placed your order correctly in three ways:

  • I just placed an order. When I received the confirmation e-mail I realized that some details on my shipping address are incorrect. What can I do?

    If you have detected incorrect or incomplete details on your order when checking your confirmation e-mail, please contact us as soon as possible so that we can solve the issue.

  • I have placed an order but I have not received a confirmation e-mail. Was it successful?

    When placing an order, you will always receive a confirmation email with your order summary. If you have not received it on your inbox, please check other folders. If this is not the case, the payment may have not been completed and the order not placed.

  • Is it possible to modify an order once it has already been placed?

    No, it is not possible to proceed with any modifications once the order has been successfully placed. Our processing and shipping procedures are truly short so that we can ensure we deliver our products as fast as possible.

  • I want to place an order, but I want to contact you first. How can I do it?

    You have several ways to contact us! You can use WhatsApp, our social networks (Facebook and Instagram) and e-mail ? online@Base-store.com.

  • I have placed an order on your online store. Is it possible to pick up my order at one of your stores?

    Yes, you can pick up your order in of our stores. To do so, select the desired store at checkout. To find out more please check our 'Shipping' section.

  • Can I place an order on the phone?

    No, it is not possible to place an order through our phone helpline. We are unable to keep any records of confidential payment details due to legal restrictions on data storage. All orders must be placed on our online store, or at one of our physical stores.

  • I just received my order, and the product I received does not match the product ordered. What can I do?

    If you realize one of the products you have received does not correspond with the one you ordered, please contact us, and we will do our best to find a solution as soon as possible.

  • What is the tracking number for my order?

    The tracking number is a one-off identifier assigned to your parcel by the courier company. This number is always unique for each parcel.

  • What is the delivery time for my order?

    Our delivery times depend on the destination country, as well as the delivery service of your choice. To find out more about our shipping areas, delivery times, and shipping services, please visit the 'Shipping' section available on the website footer.

  • What are the shipping costs for an order?

    Shipping costs depend on several considerations: destination country, the price of the product, and the type of shipping services. To find out more, please visit the 'Shipping' section available on the website footer.

  • Do shipping costs depend on the quantity of products on my order? If I purchase a larger number of products, will shipping costs increase?

    No, shipping costs are fixed. Regardless of the quantity of products included in your order, shipping costs will be the same.

  • I have placed an order. How can I find out what is its shipping status?

    As soon as your order leaves our warehouse you will receive a shipping confirmation email with information regarding:

  • I have already received all shipping information corresponding to my order. What should I do next?

    If you have received your shipping confirmation email, your order will be delivered shortly. We recommend you have a look at the tracking information available on the delivery company website to find out its itinerary.

  • I have just received my order confirmation e-mail, and I just realized that my delivery address is incomplete. What should I do?

    If you have realized that the delivery address you have included on your order is incomplete or not correct, please contact us as soon as possible.

  • My parcel was dispatched more than a week ago, and I have not yet received it. What can I do?

    If it has been more than a week since you received your shipping confirmation email, please check the link to your tracking information on the delivery company website to find out your parcel?s exact location.

  • Do you prepare and dispatch orders every day? Do you dispatch orders during the weekend or bank holidays?

    We prepare and dispatch our orders on working days only. We do not prepare or dispatch any parcels during the weekend, local or national bank holidays.

  • If I place my order on a Friday, when will the order be shipped?

    If you place your order on a Friday after 1:00 PM (GMT), it is likely that the parcel will be dispatched on the following Monday. We do not prepare or dispatch any orders during the weekend. 

  • Could the estimated delivery date be affected if I place an order during special periods such as Christmas, Sales, Black Friday or other dates?

    We work as fast as possible so that your orders arrive on time. Nonetheless, deliveries could be affected when orders are placed within extraordinary dates such as Christmas, Black Friday, sales season or special promotions, due to the high volume of orders received. We recommend that during these special dates you place your orders ahead of time so that you make sure that your product arrives fast!

  • My parcel?s destination is a country within the European Economic Area (EEA). Would I need to pay any custom fees or taxes when clearing the goods?

    No, the European Economic Area (EEA) is a free trade area, thus none of our shipments within the EEA would be subject to additional custom fees or taxes.

  • Why could a parcel be returned to Base Store? What can I do to prevent my parcel from being returned to your premises?

    A parcel is not often returned to our premises. Nonetheless, at times an order may be returned due to the intended rejection of the parcel, an error on the given shipping address when placing an order, or when the parcel is not picked up by the customer after a period of time. 

  • My order was not delivered to the address I indicated because the shipping details I provided were incomplete or wrong. Will I receive a full refund for my order? When will I receive a refund?

    A parcel is not often returned to us by the delivery company due to an incomplete or incorrect address. To avoid any issues with the delivery of your order it is very important to:

  • How can I return a product?

    Proceeding with a return with us is really easy. To find out what steps you need to follow please access our 'Returns' page. Please remember it is essential to send the product in perfect conditions and properly protected inside a security box. Do not forget to include the returns form. Do not hesitate to contact us on your 'customer account' if you have any questions about the process. 

  • How do I exchange or return my order placed as a guest?

    If you have placed an order as a guest and want to return it, you should initiate the process via the link provided in the status update e-mail of your order, with the subject " Your order has shipped!".

  • How can I exchange a product?

    To exchange a product purchased in our online store for another size, you must access your customer area (within 30 days of the purchase date) and, after selecting the order, click on "EXCHANGE/RETURN".

  • How do I return a defective product?

    To return a defective product, please contact our Customer Support. 

  • How many days do I have to exchange or return a product?

    You have 30 days (since the day you receive your order at your delivery address) to request a return or inform us of any incidence on your order.

  • Are shipping costs for exchanges and returns paid by the customer? Can I choose the courier service?

    Shipping costs are always the responsibility of the customer. For this reason, you will have the flexibility to choose the carrier or postal service you want. It is not necessary to send the products on an express service. You must keep the proof of shipment until you receive our e-mail confirming the delivery of the goods. We are not responsible for loss or delays in the transportation of the product(s) from the customer's address to our address.

  • Is it necessary to introduce the product that I wish to exchange/return inside a security box? If the product is not inside a security box, would it be rejected?

    Yes, it is a requirement for any returned product to arrive at our premises appropriately protected. This will prevent the product from suffering any damage whilst on its way to our headquarters. The products that you send us back are usually returned because the size does not fit you, or because the model does not really convince you. Thus, they will be put on sale at our store again. For this reason, we are really strict when evaluating products returned by our customers.

  • How and when will I receive the refund corresponding to the product returned?

    Refunds are made using the same payment method used to place the order (except Multibanco).

  • I would like to exchange/return a pair of sneakers, but I no longer have the original product box. Could I exchange/return them anyway?

    If you do no longer have the original product box with you it is not possible to request the exchange or return of this product. It is mandatory to ship the items you exchange/return exactly as they were sold and inside their corresponding shoe box or original packaging.

  • My return was rejected, after evaluation, due to poor condition. Can I send the product back to your premises, now that it is in better condition?

    By no means a return which has been rejected due to the poor conditions the product presented could be evaluated again. Rejections are definitive, and second return evaluations do not apply.

  • What could be the reasons for the rejection of a product?

    Please consult our Returns page to find out how to return a product. The main reasons why a return may be rejected are the following:

  • What payment methods can I use when purchasing at Base Store?

    At Base Store we have five payment methods available . You can either purchase at our online store using credit card, PayPal, Klarna, MBWay and Multibanco (only available in Portugal). Cash on delivery or bank transfer are not feasible forms of payment.

  • How does PayPal work?

    PayPal is the most extended online payment management platform across the world. Millions of users use their services every day. Creating a PayPal account is free and really easy. You would be able to shop online just using your email address, without the need to provide any of your bank details every time you shop online. For more details on how to create an account, please visit PayPal website. 

  • Can I pay for an order placing a bank transfer to your company?

    No, it is not possible to pay for your order placing bank transfers to Base Store. To proceed with your payment, you can either use credit card, PayPal, Klarna, or, if you?re in Portugal, MBWay or Multibanco. 

  • Is it safe to purchase at Base Store?

    Shopping in our online store is safe and very simple. We offer our customers the possibility to shop with us using credit card, Klarna or PayPal. If you live in Portugal, you can also use MBWay or Multibanco.

  • Is it necessary to create a customer account to shop at your store?

    Creating a customer account is not mandatory when shopping at Base Store but we always recommend you to register. You will be able to enjoy a large amount of additional benefits, as well as being able to access all up-to-date details for your orders at any time. 

  • What additional benefits can I enjoy when creating a customer account at your store

    Your customer account offer multiple advantages to our customers. We always recommend you register with us and create your account online. Only registered customers can:  

  • How can I create a customer account?

    You can create your customer account by accessing the ?create your account? section on our website, and introducing all details requested: your name, surname, e-mail address, and a password. Once your request has been received you will be provided with a direct link for you to activate your account on your email account.

  • I cannot remember the password for my customer account, how can I obtain a new one?

    Did you forget your password when trying to access your account? Do not worry! You can request a new password just clicking on FORGOTTEN PASSWORD? and introducing the e-mail address you used to register. A few moments after, you will receive an email explaining in detail what steps to follow to obtain a new password. 

  • I would like to delete my customer account. What do I need to do?

    If you wish to delete your account you only need to contact us through your account, and we will be happy to assist you with your request.