What to do when I receive my order?
When you receive your order, you should always confirm that the products are in perfect conditions, without any manufacturing defects or other anomalies. If you find that the item is not as intended, you should contact us (using the contact form, e-mail or phone) as soon as possible, so we can proceed with the exchange of the product.
Returns are accepted within a maximum period of 30 days after delivery.
Festive returns policy: All orders placed between November 1 and November 30 can be returned until December 31.
How do I exchange a product?
To exchange one or more products, you can do so in one of the Base stores or through your customer area. To do this, you must follow these steps:
- Log in and access your customer area (My account > Orders);
- Select the order, click on "Exchange / Return " and follow the process;
- After that, put the product(s) in a box (you can use the original Base box - never tape the original packaging/box of the product), together with an order ID (the invoice or a note with the order details) and ship it to the following address:
Base
Brands Leaders, SA
Parque Industrial Monte Rabadas
4720-608 Prozelo – Amares
Portugal
Exchanges are accepted if:
- The products are in original, unused, unaltered and unwashed condition;
- All the product’s labels are included;
- The original box is in perfect conditions;
- The products are in perfect conditions for sale.
Only size exchanges of the same product are allowed. Exchanges of gift bags, personal products (e.g. masks, boxers) and Crep Protect brand products are not accepted.
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.
We only accept exchanges for orders placed in Portugal. For other countries, you must follow the return process and place a new order.
How do I return my order?
To return your order, you have to start the return process on your account. Use a safe box (you can use Base’s box — never tape the original packaging/box of the item), along with an order ID (the invoice or a note with the order details) and ship it to the following address:
Base
Brands Leaders, SA
Parque Industrial Monte Rabadas
4720-608 Prozelo Amares
Portugal
Returns are accepted if:
- The products are in original, unused, unaltered and unwashed condition;
- All the product’s labels are included;
- The original box is in perfect conditions;
- The products are in perfect conditions for sale.
Returns of gift bags, Crep Protect products and personal items (eg. face masks) are not accepted.
Shipping costs for returning the order are always the customer's responsibility. 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.
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 do I return a defective product?
To return a defective product, please contact our Customer Support.
If you prefer, you can also do this in one of our physical stores and file the complaint with the help of our employees.
The complaint will then be reported to the brand, and the maximum response time is 30 days.
If the brand accepts the complaint, the item may be replaced by a new one (it should be the same as the original, including color and size), by a refund of the value in a voucher or in the same method of payment (in case there is no more stock of the item in question). If the complaint is not accepted, the brand will return the product to be sent back to the customer.
Can I exchange or return my order at one of the Base physical stores?
Yes, the exchange or return can be made at one of the Base physical stores, and you must follow the conditions mentioned above.
How and when will I receive the refund for my return?
Refunds are made using the same payment method used to place the order. You will receive your refund within 14 days.
For orders paid by ATM, we will need your bank details, as the refund will be made by bank wire transfer (IBAN).
