frequently asked questions

below are some frequently asked questions to help with your experience. 

for assistance from our customer care team please contact us at:
t: +61 (0) 2 8457 6800

we offer free shipping on all orders over 100.00aud within australia.

we offer free returns on all orders within australia. return freight from all other locations is the responsibility of the customer. click here for more info.

you can submit your return by logging into your account or by clicking request a return under the assistance menu, click here for more info.

we accept, visa, mastercard and amex credit cards, paypal, afterpay within australia and bassike e-gift cards.

all orders are shipped out of nsw, australia.

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 and we’ll do our best to help. before submitting your order, please carefully review all cart items, payment, and shipping details.

orders shipped outside of australia, excluding the us, are not inclusive of duties and taxes and will be shipped ddu (delivery duty unpaid). 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.

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

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

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

bassike has stores located in sydney, melbourne, brisbane and los angeles, ca. for store hours, street addresses, and more, click here.

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 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: / p: +61 (0) 2 8457 6810.

all orders placed before 12pm aest on weekdays will be processed and shipped on the same business day. orders placed after 12pm aest 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.

in the case where australia post or dhl 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.

orders shipped within australia are shipped by australia post e-parcel or same day services, orders shipped internationally are shipped by dhl express.

for any delivery or shipment issues please contact customer care at right away to be resolved.

once your order has been 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.

we do not offer refunds on sale items. you may return a sale item for a credit voucher, unless it is marked as final sale. 

final sale applies to items which have been marked down to clear. items that are marked with final sale are not eligible for return, unless in the event of them being faulty. we recommend choosing carefully to avoid disappointment and suggest contacting for assistance, prior to purchasing. final sale items are marked on both the product page and within the cart.

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.

from 1 december 2019, a goods and services tax (gst) of 15% will apply to all low value goods under nzd$1000 shipping to new zealand customers. tax will be calculated and applied at checkout.


new zealand customs will not impose any further taxes, duty or import entry fees on goods under nzd$1000.


if the total value of the package is over nzd$1000 however, new zealand customs will still collect tariff duty (if applicable) as well as import entry fees. with this in mind, we suggest placing multiple orders in order to remain under the threshold.