FAQ

We have listed the most frequently asked questions and answers for you.

Holidays

Delivery Times

Ordered Tuesday april 27th is delivered Thursday april 29th


Opening hours customer service

Easter Monday 5 April - Closed
King's Day Tuesday 27 April - Closed
Ascension Day Thursday 14 May - Closed
Whit Monday Monday 24 May - Closed


Shipping & delivery

Can I pick up my order?

Yes! In the check out you can choose for store pick up. Store pick up is only available in our store in the Jordaan area (Elandsgracht 57).


What are the shipping costs?
Netherlands

PostNL - €6,50. Free shipping on orders above €100.

Budbee Carbon Neutral Evening Delivery, €4,50. Free shipping on orders above €100.

Store pick up Jordaan (Elandsgracht 57) - free.

Western Europe

Austria, Belgium, France, Germany, Italy, Luxembourg, Spain, Sweden, United Kingdom.

PostNL International - €15. Free shipping on orders above €200.

Andorra, Bouvet Island, Denmark, Faroe Islands, Finland, Gibraltar, Greece, Vatican City, Iceland, Liechtenstein, Malta, Monaco, Norway, Portugal, San Marino, Svalbard and Jan Mayen, Switzerland.

PostNL International €25. Free shipping on orders above €200.

Eastern Europe

Bulgaria, Croatia, Hungary, Poland, Russia, Ukraine, Czech Republic.

PostNL International €25. Free shipping on orders above €200.

Rest of the world

Canada, United states, United States Minor Outlying Islands, China, Hongkong, Indonesia, Japan, Singapore, Colombia, Iran, Australia.

PostNL International - €35.

* Free shipping is excluded for some product releases.

* For deliveries to countries outside of the EU: Please note that we may charge extra shipping fees if more than one item is ordered. In the case of standard shipping, this will be €10 per extra item.

* Deliveries to countries outside the EU may be subjected to additional fees (tax, customs, import duties) by local governing authorities. These fees are not included in our services. In addition, we are not responsible for any lost, damaged, or wrongly delivered packages by the carriers as we only function as an intermediary between our customers and the carrier. Please note that in some exceptional cases, shipping costs will always be calculated: this only concerns highly limited releases. Importantly, we also hold the right to refuse or cancel orders from outside Europe if (one of our) brands wishes us to do so.


What is the estimated delivery time?
Netherlands

1-3 working days

Western Europe

2-7 working days

Rest of the world

6-14 working days

* During the holidays delivery times are longer than usual. We try to ship all orders within 1 working day.

CORONA COVID-19

Due to COVID-19 many postal companies such as PostNL experience delays in their postal service. Thus, it is possible that the delivery times differ from the times stated above. We kindly ask for your understanding. If you do not receive any new updates regarding your order within 5 days of shipment, please contact us for more information.


My order is delayed

We do our best to ship your order within the given estimated delivery time. However, small mistakes can happen and several factors may cause a small delay. No worries, our support team will assist you when needed.


My package is missing

If this happens, please let us know as soon as possible via email, phone or chat! The standard procedure will contain a research with the carrier to see where your package is. This can take about 8 business days. We kindly ask you to check up on your neighbours in the meantime.

Returns

What is your return policy?

If you would like to return your order, the buyer is responsible for the costs. We advise to send your return parcel with a track & trace code. It is possible to return your order, only if the article is in the same state as received. Think about the tags that still need to be attached.

We kindly ask you to register your return via our website. You can login via our website and you will have your order overview. Please click on the order that you would like to return. We cannot process your return, if you didn’t register online.

Please use the return label enclosed with your order. Drop the box off at a trusted shipping carrier. Make sure you include a tracking service with your shipment and save the proof of shipment. This ensures that the package can be traced and it also counts as proof for your return.

Baskèts is not responsible for returns that get lost and of which proof of shipment is absent.


Have you received my return shipment?

We expect to process your return shipment within 5 business days of arrival in our store. Once we have received your return shipment, you will be notified via email. Within 5 business days you will receive your money back. Please be aware that we are only able to refund the same way as paid.


I need a new return form

You have received a copy of your return form as attachment of your order confirmation mail.


Can I exchange my order?

Unfortunately this is not possible. Are you in need of another size? We suggest to return your order and place a new one for the correct size.

Orders

What payment options are available?

At Baskèts there are currently 10 payment options: iDEAL, PayPal, Klarna (Afterpay), Visa, Mastercard, Bancontact / Mister Cash, KBC, Bitcoin, SOFORT Banking en Maestro. Some payment methods will be subject to additional payment fees. Our transactions are carried out by Mollie. You will be able to see this name on your account.


I entered the wrong address with my order

If you are lucky, your package has not been shipped yet and we can change the address at our carrier. We will do our best to help you but if the package has already been shipped we probably won't be able to do anything.


Can I still change my order?

After your order has been placed, it will immediately be forwarded to our warehouse. Our employees will then immediately start working on this. Unfortunately, your order can no longer be changed. If you contact customer service quickly, it may be still possible to cancel the order.


I haven’t received a confirmation email yet

Unfortunately, we cannot always prevent emails from ending up in the spam box. Always check first if the mail you are missing is in there. If not, you can always contact us by mail, chat or phone. For payments via Klarna, Paypal, iDeal or credit card, the confirmation email will be sent immediately. If this is not the case, please contact our customer service.

Product information

I have received a damaged or faulty product

Our apologies! Please get in touch with our support department within 24 hours after receiving your order via [email protected]ore.com. Please send us some pictures of the issue and your order number. We will do our best to send a replacement if we have it in stock. Either way, we will find a suitable solution.


I am missing a product in my order

We advise you to get in touch with our support team via email, phone or chat! We understand that this is very inconvenient and we will do the best we can to ship the missing article if we have it in stock.


I received the wrong product

This is of course very inconvenient. Please get in touch with our support team via email, phone or chat and we will do our best to ship the right product, if we still have it in stock.


The product is different from the website

We do our best to display all our products in their true colors. However sometimes this can be slightly different. Have doubts? Please get in touch with us via email, phone or chat and we will do our best to provide the best advice.

Privacy & Security

Privacy policy

Pay Safely at Baskèts

For us, security is the most important thing. Through rigorous security checks, secure data storage, staff screening and compliance with every regulation at our payment providers, we can guarantee security, stability and reliability.


I want to be forgotten

Send an email from the email address you are using in the system to our customer service. Please indicate that you want to be deleted and we will delete any data related to you.