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 ITEMS
As outlined in our Terms and Conditions, sale items are final sale and not eligible for return.
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.