Fequently Asked Questions
Thank you for choosing fashion webshop Bastique! We are here to help you with any questions or concerns you may have. Below are some frequently asked questions and their answers. If you need further assistance, please don't hesitate to reach out to us at catchincompany@gmail.com.
Main sections on this page:
1. Refunds
2. Shipping
3. Returns
Refunds
1. What is your refund policy for damaged items?
We’re sorry to hear that your item arrived damaged! If you receive a damaged item, please contact us at info@bastique.nl within 30 days of receiving your order. We will arrange a refund or replacement for the damaged item as quickly as possible.
2. How do I request a refund?
To request a refund, please send an email to cinfo@bastique.nl with your order number and details about the issue. Our friendly customer service team will guide you through the process.
3. How long does it take to process a refund?
Once we receive your returned item, we will process your refund within 7-10 business days. The refunded amount will be credited back to your original payment method.
Shipping
4. What shipping options do you offer?
We offer standard shipping only. During checkout, you will see the actual shipping option clearly.
5. How much does shipping cost?
Shipping costs vary based on the total order value. You can see the exact shipping cost during the checkout process before you complete your purchase. You are eligible for free shipping with an order value above 20 euro.
6. Do you ship internationally?
No, we currently ship only to the Netherlands.
7. When can I expect my package to arrive?
We strive to process and ship your orders as quickly as possible. All orders are processed within 2 business days after payment is confirmed. Shipping times vary depending on product origin and destination. Estimated shipping times are listed below:
- From China: 4-12 business days
- From the United States: 4-7 business days
Please note that these are estimated shipping times and may vary due to factors such as customs delays, local holidays or logistical challenges. We will give you a tracking number once your order has shipped so you can track its progress.
8. How can I track my order?
Once your order has been shipped, you will receive an email with a tracking number. You can use this number to track your order on the carrier’s website.
Returns
9. What is your return policy?
We want you to love your purchase! If you’re not completely satisfied, you can return your item within 30 days of receiving it. To initiate a return, send an email to info@bastique.nl including your order number. The cost of returning the item is the responsibility of the customer.
10. How do I initiate a return?
To initiate a return, please email us at info@bastique.nl with your order number and the reason for the return. We will provide you with further instructions on how to send your item back to us.
11. What condition does the item need to be in for a return?
Items must be returned in their original condition, unworn, unwashed, and with all tags attached. Please ensure the item is securely packaged to prevent damage during shipping.
12. How long does it take to process a return?
Once we receive your returned item, we will inspect it and process your return within 7-10 business days. You will receive an email confirmation once your return has been processed.
General Questions
13. How can I contact customer service?
You can contact our customer service team by emailing us at info@bastique.nl. We are here to help and will respond to your inquiries as quickly as possible.
14. Do you offer gift cards?
No, currenly we do not offer gift cards.
15. How do I use a promo code?
To use a promo code, simply enter the code at checkout in the designated promo code box. The discount will be applied to your order total.
16. Can I change or cancel my order?
If you need to change or cancel your order, please contact us at info@bastique.nl as soon as possible. We will do our best to accommodate your request, but please note that if your order has already been shipped, we may not be able to make changes.
Thank you for shopping with us! We hope you have a wonderful experience. If you have any further questions, please don’t hesitate to reach out to us at info@bastique.nl.