FAQ

We accept the following secure methods of payments for both domestic and international customers: MasterCard, Visa and iDeal. We only take payment once your order has been shipped. We also accept payment by PayPal or Apple pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Apple Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete. For payment options that allow you to pay after receiving your items we accept Klarna and AfterPay.

Note that additional exchange fees may apply if your currency is other then the € EURO.

If the customer's outside the European Union then the country or region may charge fees (e.g. import tariff, value-added tax, customs handling fees, etc.), the customer will have to bear the charge(s). The actual value of the parcel will be reported on the customs documents, and the fees will be collected by the Post Office or courier service provider of the customer's country or region. In case the delivery of an order is delayed due to customs, we bear no responsibility. Ordering from inside the European Union will have no extra costs involved.

Purchases sent outside of Europe may be assessed local taxes, duties, etc. upon arrival. The shipping firm that delivers the package may impose additional brokerage fees or other surcharges as part of the customs and tax process. Recipients are responsible for payment of all fees, taxes, and duties related to shipment(s) to destinations outside of Europe.

 If a shipment is lost, abandoned, or you refuse a shipment due to the local taxes or duties not being paid, basivé will not issue you a refund for your order.

Once we receive your return, we’ll notify you by email. If the refund is approved, then it will be processed and a credit will automatically be applied to customer's original payment method shortly after. We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed. 

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for goods - we will ship your package within 1 business days.

Our customer support team is always happy to guide you at any step!

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit the account page and follow the instructions on-screen.

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at info@basivestore.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via info@basivestore.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

At basivé we aim to ship every order withing the same day of ordering. Local orders take 1 business day to be delivered to you and International orders take 3-10 days to be delivered. Shipping times might vary depending on location, shipment method and other factors that are out of our control. In some cases this might cause extra delay. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status. We are not responsible for any lost shipments.

Because of the current situation the estimated delivery time might be longer then normal.

We ship to most regions, domestic and worldwide.

Because of the current situation the estimated delivery time might be longer then normal.

Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. All domestic orders over €100 will have free shipping in the Netherlands. All other oders will be charged shipping depending on your chosen delivery method and country. Full price including delivery wil be displayed at checkout.

Because of the current situation the estimated delivery time might be longer then normal.

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Because of the current situation the estimated delivery time might be longer then normal.

Your 100% satisfaction is important for us. We offer a 14-days Return & Exchange Policy. So yes, you can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges. If you’re unsure about clothing sizes, we recommend that you take a good look at each of the exact sizes that are noted in the products discription. Refunds are not offered for items bought on sale. 

All items that are in any other status then the ones described above will not be accepted. There will be a charge of returning the goods to sender.

Please contact our customer service team via info@basivestore.com with the subject 'Returns' and include your order number, name and the reason for the return. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations. We suggest that the items are shipped using tracked mail.

We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via info@basivestore.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

You can ship orders that need to be returned to the following address:

basivé
Varsenerstraat 6A109
7731 DC Ommen
The Netherlands

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift voucher instead for the value of €10, €20 or €50.