FAQ
We have sorted out the most frequently asked questions for you
1. Order & Shipping Issues
What is the delivery time?
Netherlands
1-3 business days
We strive to keep delivery times as short as possible.
Western Europe
2-7 business days
Rest of the world
6-14 business days
* During the holidays or busy sale periods, packages may experience a delay of ± 3 business days. We always try to ship packages within 1 business day.
Which countries do you ship to and what are the costs?
The Netherlands:
DPD, €4.95 EUR.
Free shipping from €100.
Store pick up, free.
Belgium, Denmark, Germany:
DPD €9.95 EUR.
Free shipping from €250.
France:
DPD €14.95 EUR.
United Kingdom:
PostNL €19.95 EUR.
United States, Hongkong, Japan:
PostNL €49.95 EUR.
For other countries, shipping costs are calculated at checkout.
*Please note that we do not cover import or customs charges for deliveries outside the European Union.
Can I also pick up my order?
Carrier Pickup:
Yes, this is possible. If you want to pickup your order instead of receiving this at home. From the point that the order is on its way you can then arrange in the tracking by having it delivered to a pickup point near your home so you can pick it up later. This option won't be visible in the checkout.
Store Pickup:
In the checkout you can also choose a store pickup. This is only possible when a product is in stock at the location in question. In the store it will then be prepared for you as soon as possible. In most cases this is possible within 2 hours on the same day.
I filled in the wrong address with my order. Can this be changed?
Contact our customer service directly!
If you are lucky, your package has not yet been sent and we can still change the address. We will do our utmost to help you, but if the package has already been sent, unfortunately no changes can be made.
Can I still change my order after confirmation?
As long as your order hasn't been processed in our warehouse we can always try to cancel or change a product. Reach out to our customer care as soon as possible and we'll be happy to help you. Unfortunately, once an order has already been shipped, we can no longer make changes.
Why haven't I received a confirmation?
Unfortunately, we cannot always prevent emails from ending up in the spam box. Therefore, always check first whether the email you are missing is there. If that is not the case, you can of course always contact us via email, chat or telephone.
What is the estimated delivery time during public holidays?
Orders placed during public holidays will be shipped on the next working day. It is possible that it will take a bit longer to deliver your order. We are doing our best to ship every order as soon as possible. Please be mindful of any delays from our carriers.
What if my package is lost or delayed?
Please let us know as soon as possible via email, phone or chat! The standard procedure for this is that we start an investigation with the carrier to see where your package has gone. This investigation can take up to 20 working days. We kindly ask you to also try the neighbors, as soon as we have feedback we will get back to you.
What to do if an item is missing from my order?
Please contact the support team as soon as possible via e-mail, phone or chat and we will do our best to send the correct item, provided it is still in stock. If this is not the case, we will refund the value of the missing product.
If the package is already damaged, please send photos of this. This way we can forward this to the carrier.
2. Return Questions
Quick link to return portalHow to return my order?
As of September 16th, we have implemented a new system. Did you place your order before this date?
Please read the details here.
You are required to register your return. Returns that are not registered cannot be processed.
- Scan the QR code, or go to our return portal and log in with your order number and the email address you placed the order with.
- Fill in the return reason per item. If you have received a damaged product, please contact us first at service@baskets-store.com
- Buy your return label.
- Reuse the original shipping box/shipping bag and stick the return label on it. All products must be returned unworn and unwashed. This must be done in the original packaging, with all design tags attached to the product.
- Go to the post office and return your package. Keep your proof of postage until your return has been processed by Baskèts.
- Once we have received your return, it can take up to 5 business days for it to be processed and the amount to be refunded.
The costs for the return are for the customer.
Please note:
- The return period is 14 days.
- The costs for your return shipment will not be reimbursed.
- All products must be returned unworn and unwashed.
- All products must be returned in the original packaging, with all design tags attached to the product.
- Shoes may not be returned in the shoe box alone.
- Keep the proof of shipment. This is your proof of return. Baskèts is not liable for returns that are lost and for which a proof of shipment is missing.
What is your return policy?
If you are not satisfied with your online purchase, you can return it within 14 days after receiving the order. To process you order we need you to register your return in our return portal. This can be done in the one of our stores or send it by post - either by creating a label through our return portal or send it yourself. Please return your order in the same condition as received in order to get your refund approved.
Have you received my return?
Please check the tracking of your shipment to see if your parcel has arrived. We aim to refund the purchase amount within 5 working days after receiving the parcel. Please note that we can only refund the account that was used for the initial payment. The time it takes for the purchase amount to be credited to your account may vary per bank. Did you pay via Klarna? Your invoice will then be adjusted in your Klarna account.
Where can I get my return label?
Once you have registered your return in our return portal, you can download your return label in our return portal immediately. You will also receive this in the mail.
If you have not received anything but have paid, you can always log in again in the return portal to download your return label there.
If this does not work either, please consult our customer service. We are able to help you through chat, telephone and e-mail and we will be be happy to help you there.
Can I exchange an item?
Exchanges are possible in store when stock allows this.
Online exchange is possible via our return portal. You can choose this option when there is still stock of a product. This only applies to the same product in a different size.
Disclaimer: The exchange of the item will be processed as soon as we have received your return parcel. Please note that the desired product may be sold out in the meantime. If this is the case, you will automatically receive a refund of the purchase amount.
3. Product Issues
What should I do if I received a damaged item?
That is of course not the intention. We advise you to contact our support team as soon as possible via service@baskets-store.com. We ask you to send some photos of the problem with your order number. We will then find a suitable solution for the problem anyway.
The product looks different on the website. What to do?
We do our best to display all products truthfully on the website. Colors and shapes may sometimes differ slightly. Do you really have doubts? Feel free to contact us by email, phone or chat and we will always look for a suitable solution.
4. Account and Privacy Management
How do I unsubscribe from the newsletter?
Click on the unsubscribe button at the bottom of the email or send an email from the email address you have registered in the system to our customer service.
I want to be forgotten by you. What should I do?
Please send an email to service@baskets-store.com and ask if we can forget all your information. We will provide this within a week.