Order Not Received

Check the status of your order

Orders for items that are in stock are usually dispatched within 24 hours. You should check the current status of your order to see when or if your item has been dispatched. You can view the status of your order by clicking here.

Your item may not have been dispatched for the following reasons:

  • It is a Pre-Order for an item that is not yet available - If you have ordered an item in advance of its release date then we will send the item to you as soon as it is available. Your credit card will not be charged until we have the item in stock and are about to send it to you.
  • Payment declined - If we have any problems processing your payment we will email you to let you know. You can check your payment details and update under your account which you can access by clicking here.
  • Item temporarily unavailable - If an item goes out of stock then we will replenish our stock and send the item to you as a priority as soon as the new stock arrives. Your credit card will not be charged until we have the item in stock and are about to send it to you.

What if my item hasn't arrived when I expected it to?

UK Deliveries

We send our items via the Royal Mail. Deliveries should arrive within 3-5 working days of being posted. The Royal Mail state that 90% of their First Class mail arrives the next day, and 90% of their Second Class mail arrives in 2 days, but if yours doesn't they have the following advice:

Is it less than 4 working days since the item was posted to you?

If so, hold tight, it's probably on its way but may have been held up by an incomplete address, no Postcode, or unusual circumstances.

Has it been between 4 and 14 working days since the item was posted to you?

If so, your mail is officially delayed and you should check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where mail may be left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection.

Have 14 working days passed since the item was posted to you?

The Royal Mail will now class your item as lost. You must email us clearly declaring that you have not received the item. We will use this email as evidence in our claim for a lost item and you may be contacted by the Royal Mail in regard to this. When we receive your emailed declaration will either send you a replacement or give you a refund.

Please send us an email at returns@base.com, stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your letter will be used as evidence.

NOTE: We cannot refund or replace items that the Royal Mail has lost until after 14 working days have passed.

Non-UK Deliveries

Delivery to Non-UK destinations vary. Many European deliveries are sent via your local postal service, for example, Deutsche Post in Germany or La Poste in France, and can take only 3 or 4 days to arrive. Other destinations use different services.

For deliveries to Non-UK destinations we must wait until 20 working days for deliveries to Europe, and 25 working days for the rest of the World have passed before we can officially class your item as lost. If this is the case you must email us clearly declaring that you have not received the item. We will use this email as evidence in our claim for a lost item and you may be contacted by the delivery company in regard to this. When we receive your emailed declaration will either send you a replacement or give you a refund.

Please send us an email at returns@base.com, stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your letter will be used as evidence.

NOTE: We cannot refund or replace lost items destined for Non-UK addresses until 25 working days have passed.

What happens on Bank Holiday Weekends?

Please allow additional time for your orders to arrive over the bank holiday. We suggest allowing an additional 2-3 days for your packages to arrive to allow for delays within the Mail.