Frequently Asked Questions
1. Do I have to create an account to place an order?
No, you do not have to! You are can order products without registration. However, a user will be created and connected to the e-mail address, that have been used when placing the order. This temporary user account will remain in our system as long as your right to return is valid in case you should decide to return the products to us.
2. How do I create a the-basics.com account?
You can simply and quickly create an account by clicking on the top right corner account icon. You will need to provide basic information: name, surname, email address and set the password
3. Where can I check the details of my order?
If you would like to see the details of the order, after it has been placed, you can do that in the order confirmation, which we have sent to the e-mail you informed us of, when you entered the details of your order.
4. How do I edit my personal information?
When you are logged in to your The-basics account, you can edit your personal information by following this path: “Account > View Addresses > Edit/Delete”. There you are able to edit or delete your personal information, like shipping/billing address, mobile number, and more.
5. How do I unsubscribe from your newsletter?
You always have the ability to unsubscribe our newsletters by simply clicking on the Unsubscribe button at the bottom of the email.
6. I want to close the-basics.com account. How should I do it?
You always have the ability to close your The-Basics account, although we are sad to see you go! To close your account, just please contact us at info@the-basics.com and we will help for you.
7. I forgot my password. What should I do?
In such case, don’t worry! You need just to click the “Forgot your password?” link on the “sign in” page and we will send you an automated email with the required information on how to reset your password.
8. Is there any difference between the billing address and the shipping address?
Yes, there is! The billing address should be the same address, that you have provided to your bank when applying for your credit/debit card. The shipping address is the address, you want us to ship the order to.
9. Where do I find the privacy policy and terms & condition?
Our privacy policy you can find, by clicking here, and our terms and conditions you can find by clicking here.
Orders
10. How do i place an order at The-Basics?
You can place an order by simply following these four steps:
- Check the items listed in your shopping cart. You can increase or decrease each item’s quantity, check the total amount of your order or remove some items. Do not forget to press the update button after each change! When you are sure, that the listed items details are correct, you can begin the checkout process.
- Enter your customer information. Here, you will be asked to enter your email address and you will need to enter shipping address, where you wantus to deliver your order. You can save entered information for the next purchase to make it simpler and quicker by clicking the save icon.
- In the next step, you can choose your preferred shipping method. The prices for the shipping and the total amount of your order is also visible here.
In the final step, you can choose your preferred payment type and choose billing address. Again you can review your order and make sure that the information is correct. Then, you can complete the order.
11. Can I cancel my order?
Unfortunately, after your order has been placed our system is not able to cancel it. In such a case, if you do not wish to keep the order, you can always return it to us. We will refund your money after receiving your return shipment. Please keep in mind, that we will retain an amount corresponding to the return freight.
12. Is there a minimum order quantity or value?
No, there isn’t. However, the free shipping is available for orders above EUR 40.
13. Can I place an order by phone?
Yes, you can! Our website is mobile responsive and therefore you can shop online using your phone.
14. I haven’t received my shipping confirmation, what should I do?
After you have placed an order with us, you will receive an order confirmation by e-mail within 24 hours. If you have not received an order confirmation within this period, please do not forget to check your spam folder, as the confirmation could also end up there.
If you have not received your order confirmation within 24 hours period, please feel free to contact us at info@the-basics.com
15. Can I add/or change something in my order after I have placed it?
Unfortunately, this is not possible, because our system cannot change any order details after it has been placed. This includes changing the payment method, delivery option and/or order details. However, please contact us at info@the-basics.com if you need any sort of assistance.
Shipping and delivery
16. What are the shipping options, prices and delivery time?
We currently offer delivery via GLS in Denmark. GLS deliveres from day to day to Jylland, Fyn and Sjælland, but may need a little longer to some islands. The shipping costs are 49,- kr. per shipment of orders below 300 kr., whereas nin-ja.com will be paying the shipping costs for any orders of 300 kr. or more.
17. Do you offer free shipping?
Yes, we do! Your order will be delivered for free by standard shipping, if your order’s value is DKK 300 or higher.
18. Where will my order be delivered?
We instruct GLS to deliver your order to the address you have entered when filling out the shipping details. You will in most cases have the option of choosing to have the order delivered to your workplace, your home adress or to a package shop of your choice.
19. I have not received my order. What should I do?
We strive to keep you fully up to date about any delivery problems that may occur, but feel free to contact us at info@the-basics.com in case you have received your order 48 hours after placing it.
20. Can I track my order?
As soon as we hand your order over to GLS we will send you an e-mail with a tracking number. You will be able to track your order at the homepage of GLS or by following this link
21. What are the shipping policies of the-basics.com?
Please, see our terms & conditions page by clicking here.
Returns
22. When can I make a return?
You can make a return if products you have received do not look as expected, do not fit properly, the size is different from the one you ordered, or the received product is damaged. Please also consider the following requirements:
- Products must be returned within 14 days of receipt
- Products must not be worn or washed.
- Products must be packed in the original packaging and all the tags and accessories must be fully intact.
The return of underwear and bodysuits are available under extra conditions: When receiving underwear or bodysuit, due to hygienic reasons, please, first try it on, while also wearing some kind of cloth underneath. If you do not follow this step, the item will be considered as worn and not be eligible for a return. For more information about our return policy, please click here.
23. How do I make a return?
You can read more about the practical details of our return policy by following this link
24. Can I return two orders together?
Yes that is possible, but please only do so after making an agreement with us by writing to us at info@the-basics.com
25. Can I return products, that I have purchased on sale?
Yes, you can! If the items meet all the return conditions, they can be returned, and you will get your refund.
26. When will I receive my refund?
Returns take 3-5 business days to reach your account. If you haven’t received any update from us after 10 working days of sending your items back, please feel free to contact us. All original shipping charges are non-refundable.
Products
27. How can I search for a product?
We try to make our shop as easy as possible to navigate by diving our products into categories. But you also have the option of searching for a product by clicking the small magnifying glass next to the shopping cart at the top of our site.
28. Do you have a size guide?
Yes. You can find it here.
29. Who produces the products for the-basics.com?
All the products sold at the-basics.com are produced at our own factories or own sewing lines in China or Bangladesh. All products are sent as direct as possible from the factory directly to you – without intermediaries.
Discounts
30. How can I get a discount code for my orders at the-basics.com?
If you have subscribed for our newsletters, you will always receive news about our discounts first! Otherwise, if you are looking for our discount codes, please check our online store and social accounts.
31. Why is my discount code not working?
Our discount codes are usually valid within certain dates. Please make sure, that your discount code is still valid.
Discount codes can only be used for products sold at full price. If you are trying to use your discount code for campaign products or products already sold at a discounted price your discount code will not work.
If for any other reason your discount code is not working please contact us at info@the-basics.com
32. How many times can I use my discount code?
You can use the provided discount code only once within the dates mentioned with your code. If you do not use the code within those dates your discount code unfortunately will expire.
33. Can I combine two discount codes on one purchase?
Only one discount code can be use for each order.
34. Can I apply my discount code on sales items?
Yes our discount coupons works with all our products.