Once an order is placed, our fulfillment process begins immediately. As a result, we are unable to accommodate cancellation requests. All confirmed orders will be subject to our standard return policy.
In the event that an item becomes unavailable, Basketly reserves the right to cancel your order or individual items at any time. Should this occur, a full refund will be issued to your original form of payment. You will be notified via email if your order or any items within your order are cancelled and refunded.
Returns:
If you believe you’ve received a damaged or defective item, or there has been an error in your order, please contact us at shop@basketly.co.za, and our team will be happy to assist you.
To be eligible for a return, your item must be unused and in its original packaging. We cannot process returns or refunds for items that show signs of use.
Our return policy allows you to request a return within 14 days of receiving your item. Please note that, as our baskets are handmade, slight variations in size may occur.
Once we receive and inspect your return, we will notify you of the status of your refund. If approved, your refund will be processed to your original method of payment. Please allow 10-14 business days for us to inspect and authenticate the returned items before your refund is processed.
Non-Returnable Items:
Please note that we do not accept returns on sale items or gift cards.
Return Shipping Costs:
As a proudly local brand, we are unable to cover return shipping costs. To return an item, please send it to:
716 Pirokseen Street, Pretoria, GP, 0181, South Africa
You are responsible for arranging and covering the cost of return shipping. If the courier fee you source exceeds our R99 flat rate, we can provide you with a comparative quote from our courier service.
Please note, shipping rates vary depending on the size and weight of the package, and we cannot guarantee specific rates.
Shipping costs, both original and return, are non-refundable. If a refund is issued, the cost of shipping will be deducted from the total refund. For exchanges, you will be responsible for covering the shipping fees for the new item.
Shipping Considerations:
Shipping times for exchanged products may vary depending on your location. For items over R500, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items, or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you cancel an order or a return a product because of a change of mind, we may exclude the credit card payment fee from the refund where applicable. A credit card fee is charged to us on your purchase (up to 3%), and this is usually non-refundable to us. Where a refund is due to a faulty product, we will do a full refund.
Return and Exchange Shipping Costs
Please note that, as a dedicated local brand, we're unable to cover the return fee, but we are committed to making your experience as seamless as possible. Given the high demand we're currently experiencing, our return might take up to two weeks. We understand this can be a lengthy wait and we appreciate your patience.
To return your product, you should courier your order back to: 716 Pirokseen Street, Pretoria, GP, 0181, South Africa.
You are responsible for obtaining and booking the return courier. Should the courier cost you have sourced be more than our R95 flat fee, we can send you a quote from our courier company as comparison. Please note we cannot guarantee a certain rate as each package is quoted according to size and weight.
Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping and return shipping will be deducted from your refund. If you are exchanging, you will be responsible for the shipping costs of your new items.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over R500, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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