FAQ's

ORDERING

Can I change an item on my order while it is being processed?

We try to process your order as quickly as possible, which means we won't be able to make any changes once your order has been placed. However, you
may be able to cancel your order and place a new one instead. If it’s too late to cancel the order, you can return any unwanted items and receive a refund.
Please check our Returns Page for more on how to do this.

Do you offer further discounts for large orders?

We always offer the best possible prices for our Base customers, however if you are looking to purchase a commercial quantity of our products, please contact our Commercial Sales Team to discuss pricing and availability.

What if the product I ordered is out of stock?

If any item you ordered is out of stock, we will contact you to offer you an alternative. 
If nothing else is suitable we will offer you a full refund of the purchase price for the unavailable item/s.

GENERAL

What payment methods do you accept?

You can pay by debit or credit card, gift voucher. Laybuy payment method coming soon!

I ordered and paid, but now the money is back in my account. Is my order still in the system?

Yes, our system takes a “Visa Hold’ transaction at the time of order confirmation, then releases these funds within 48 hrs. The true charge to your card is only taken at the time of dispatch.

DELIVERY

Do you ship internationally?

At this time, we do not offer this service, we are working hard to be able to bring you this option.

How long will my order take to arrive?

Shipping within NZ usually takes 7-10 business days.  Rural areas
take a few more days.

How do I track my order?

Tracking for your order will be provided in a dispatch confirmation email once it has been dispatched. 

Can I get my parcel delivered to a PO BOX?

No. We need a physical address.

PRODUCT

Do you have any stores where I can view or try on the clothing?

Base is online only, that’s how we can keep our prices so affordable.  No overheads mean no passing on extra costs to our customers!

What if my order is faulty or damaged?

In accordance with the Fair Trading Act and the Commerce Commission
regulations, we will repair, replace or refund any genuinely faulty/damaged item within 12 months of purchase.

What is a half chest measurement and how do I find my size?

The half chest measurement is the measurement across the person’s chest from the centre of one underarm to the other. This is more accurate than measuring all the way around and dividing by 2 or measuring existing garments.

RETURNS

If I order the wrong item, or the wrong size can I return it for refund or exchange?

Yes, we have an easy returns process where you can send items back within 30 days for refund or exchange freight-free!  Click here to view our Returns Page and to download our Returns Form and instructions.

Can't find what you're looking for?

Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).

Please email us at info@basethermals.co.nz