Frequently asked questions

 

Do you offer free shipping?

we offer free shipping on orders over $100.00 within australia and the US and on orders over $200.00 internationally.

Do you offer free returns?

we offer free returns on all orders in australia and the united states. click here for more info.

How do I submit a return?

you can submit your return by logging into your account or by clicking on the request a return tab at the bottom of every page, click here for more info.

What payment methods do you accept?

we accept, Visa, MasterCard and Amex credit cards and paypal and bassike e-gift cards.

Where do you fulfil orders from?

all Australian and international orders are shipped out of NSW, Australia. US orders are shipped from both NSW, Australia and our Venice beach store.

What if I need to make a change to my order regarding address, shipping methods, or the order itself?

changes can only be made to your order before it has been dispatched. In situations where you may have entered the wrong address, shipping method, or there is a product discrepancy, please contact our customer care team as soon as possible at customercare@bassike.com and we’ll do our best to help. Before submitting your order, please carefully review all cart items, payment, and shipping details.

Do I have to pay duties and taxes?

orders shipped outside of Australia, excluding the US, are not inclusive of duties and taxes and will be shipped DDU (Delivery Duty Unpaid). We charge sales tax to residents living in los angeles, california (9.25%) and greater california (8%) in accordance with californian legislation. You are liable for all duties, customs, and sales taxes based on the country requirements where the order is being sent. Upon arrival, a separate payment will be required to release your order.
bassike is not responsible for the payment of this duty. For more information on any customs and duties that may be incurred, please contact your local customs office.

What happens if an item I’ve ordered is actually unavailable?

In the case where your order may not be fulfilled you will contacted immediately by our customer care team to arrange an alternative or a refund.

Do you have any online promotions?

to be updated with any online promotions click here to subscribe to our newsletter.

Do you have e-gift cards?

we offer e-gift cards that are redeemable instore and online, for more details click here.

Where are your store locations?

bassike has stores located in Sydney, Melbourne and Los Angeles, CA. For store hours, street addresses, and more, click here.

Do I have to sign for my order and what happens if I am not home at the
time of delivery?

all orders are shipped by a registered service that must be signed for at the time of delivery, if you are not home to sign for your parcel at the time of delivery your parcel will be delivered to your local post office and a card will be left at your address for you for collection. If you do not collect your parcel from the post office within 7 business days your parcel will be returned to us. For more information please contact our customer care team at e: customercare@bassike.com / p: 02 8457 6800.

Will my order be dispatched the same day?

all orders placed before 12pm on weekdays will be processed and shipped on the same business day. orders placed after 12pm on weekdays will be processed and shipped on the next business day. orders placed on a weekend day will be processed within 24 hours of the next business day.

What happens with returned packages or failed deliveries?

In the case where Australia post, DHL or USPS is unable to deliver a package due to an incorrect address, the customer’s refusal to pay duties, multiple failed attempts to reach the customer at point of delivery, or otherwise, bassike is not liable for payment of return shipping costs levied by the courier (which includes any unpaid customs or taxes). In addition to this, bassike is not responsible for any fees incurred upon re-shipping merchandise to the customer. In cases such as these, the customer is responsible for all shipping costs associated with returned packages due to failed delivery.

What shipping services do you use?

orders shipped within Australia are shipped by Australia Post e-parcel or same day services, orders shipped internationally are shipped by DHL express and orders shipped to the US are shipped via DHL or USPS.

What happens if my order has gone missing or is not delivered?

for any delivery or shipment issues please contact our customer care at customercare@bassike.com right away to be resolved.

How can I track my order?

once your order is dispatched you will receive a shipping confirmation email with your tracking number and a link to track your shipment. For international orders you will receive a DHL shipment email with your AWB number and tracking details.

Can I return a sale item for a refund?

we do not offer refunds on sale items, you may return a sale item for a credit voucher.

How long does it take for a return to be processed?

once your return has been received please allow up to 5 business days for your return to be processed. Once your return has been processed you will receive a confirmation by email.