REFUNDS AND RETURNS

REFUNDS
We offer refunds for products deemed faulty and returns for store credit or size exchanges. Please refer to the sections below for specific conditions.

SIZE EXCHANGES
If your item doesn't fit, we offer size exchanges depending on stock availability. Size exchanges must be requested within 7 business days of receiving your order.

RETURNING FAULTY PRODUCTS
Faulty products can be returned for a refund, exchange (subject to stock availability), or store credit. Faulty items must be reported within 3 business days of delivery.

REQUESTING A RETURN
To request a return, please email returns@basement.nz with the following information:

• Subject line outlining your request (e.g., Size Exchange, Faulty Product)
• Order number (#BSMNT…)
• Photos of the item's condition and attached authentication tag
• Description of faults or details for exchange

RETURN REQUIREMENTS
All returns and exchanges are handled on a case-by-case basis. Please do not ship items back without prior email correspondence.

For returns for store credit or size exchanges:

• The item must be in brand new, unworn condition
• The authentication tag must be attached
• Original packaging (e.g., shoe box, packaging paper) must be intact and undamaged
• Return shipping costs are the responsibility of the customer

SALE & CLEARANCE ITEMS — FINAL SALE

All sale and clearance items are strictly final sale and are not eligible for return, exchange, or store credit under any circumstances.

Clearance items are end-of-line stock — priced to move, often well below RRP, and offered at the lowest price they will ever be sold at. This pricing is only possible because we absorb the margin to pass genuine savings directly to you. Accepting returns on these items would make it impossible for us to continue offering this level of discount to our community, so no exceptions can be made.

We strongly encourage you to review sizing, colourway, and style carefully before completing your purchase on any clearance item. If you have questions about a product before buying, our team is happy to help — just reach out to hello@basement.nz before you place your order.

MYSTERY BOXES — FINAL SALE

All mystery box purchases are strictly final sale and are not eligible for return, exchange, or store credit.

Mystery boxes are curated from surplus and clearance stock and sold at a significant discount to retail — part of the appeal is the surprise. By purchasing a mystery box, you acknowledge and accept that the contents cannot be predetermined, requested, or exchanged. The size selected at checkout refers to footwear sizing only; specific styles, colourways, and brands cannot be guaranteed or swapped out after purchase.

We put real care into every box — everything inside is 100% authentic and handpicked from our inventory. If you have questions before purchasing, feel free to reach out — but once an order is placed, it's final.

We encourage you to double-check your size and style selection before completing your purchase on any sale item. If you have any questions about a product prior to buying, our team is happy to help — just reach out before you order.

LUXURY ITEMS (CHROME HEARTS, GOYARD, ETC.)
All luxury items, including but not limited to Chrome Hearts, Goyard, and other high-end designer goods, are strictly final sale. Due to the nature, sourcing, and exclusivity of these products, we cannot accept returns, exchanges, or refunds on these items.

With that being said, in exceptional situations we may review requests on a case-by-case basis. Approval is not guaranteed and is at the sole discretion of Basement.

EXTENDED PROCESSING TIME ORDERS
Some items listed on our website require an extended processing time, which is noted in the product description (e.g., “Please allow 8–10 business days for processing”). These products are processed through our overseas warehouse to provide access to new releases and exclusive items not readily available in New Zealand.

By placing an order for an item with an extended processing time, you acknowledge and agree to the following:

• Refunds are only possible if our overseas warehouse team has not yet begun processing your order
• Once processing has started, the order is final and cannot be cancelled or refunded
• Orders that have entered processing are still eligible for exchange or store credit, following our standard 7-day return policy after delivery
• Each refund or return request will be reviewed on a case-by-case basis
• Processing times are estimates and may vary depending on external factors such as customs, shipping, and supplier handling

If you have any questions about processing times before placing your order, please reach out to returns@basement.nz.