Shipping policy

Order Processing:

We aim to process all orders within 1-3 business days, excluding weekends and holidays. For pre-order items, please allow 1 to 3 months to produce and ship. You will receive an order confirmation email when your order is placed and another notification once it has shipped.

Domestic Shipping - United Kingdom:

• Standard Shipping: £3.95, delivered within 1-3 business days via Royal Mail.
• Express Shipping: £4.95, delivered within 1-2 business days, usually next day if ordered before 10 AM GMT via DPD.
• All domestic orders include tracking. You will receive a tracking code in your shipping confirmation email.
  
  

International Shipping:

• We ship worldwide with tracked delivery as standard.
• Shipping charges and estimated delivery times will be calculated at checkout based on the destination.
• Orders are shipped via Royal Mail or Evri, depending on the location.
• Please be aware that international orders may incur additional duties and taxes, which are the responsibility of the customer.
  
  

International Shipping Times:

• Europe: 3-7 Business Days (via Royal Mail or Evri)
• US: 5-7 Business Days (via Royal Mail)
• Canada: 5-7 Business Days (via Royal Mail)
• Australia/NZ: 10-14 Business Days (via Royal Mail)

Note: All shipping times are estimated and not guaranteed. Delays may occur due to external factors.

Packaging:

• We use eco-friendly packaging with an Eco Score of 5/5, featuring climate-neutral, recyclable, biodegradable, sustainable materials that are plastic-free. This reflects our commitment to sustainability in every order shipped.

Refunds, Returns, and Exchanges

Returns:

• We accept returns up to 30 days after delivery, provided the items are unused and in their original condition.
• To initiate a return, please contact our support team with your order number at hi@basenotes.co.
• Customers are responsible for return shipping costs, except in cases of damaged or faulty items. Items must be returned in safe packaging; damaged items due to poor packaging will not be refunded.
  
  

Refunds:

• Once your return is received and inspected, we will process your refund. The original shipping costs are non-refundable.
• Refunds are issued to the original payment method and will be completed within 7 days of receiving the returned item.
  
  

Exchanges:

• For defective or incorrect items, please contact us immediately for an exchange.
• The item must be returned first before the exchange is processed.
  
  

Gift Returns:

• If you received an item as a gift and wish to return it, please contact us for a gift return process that allows you to exchange the item or receive store credit.
  
  

Pre-orders:

• Pre-orders are charged at checkout and are subject to the same return policy. For each pre-order item, we will display a "ship from" date on the listing to indicate when the item is expected to ship.
  
  

Backorders and Stock Issues:

• Most of our products are handcrafted, and stock availability can vary. If an item is out of stock, it may take some time before it is available again. We will keep you updated if you have ordered an item that becomes unavailable.
  
  

Lost or Delayed Items:

• While we strive to ensure timely delivery, sometimes delays occur that are out of our control. We are not responsible for lost or significantly delayed shipments once they have been dispatched and tracked via the courier.
  
  

Need Help?

If you have any questions or need assistance with your order, please feel free to contact us at hi@basenotes.co. We are committed to ensuring a smooth shopping experience.