How long does it take to receive my order?
Hella Basque operates as print-on-demand. This means that your products don’t exist until you order them. Once an order is placed, the printing of the product is initiated. Because of this, order fulfilment can take anywhere between 1 – 3 weeks.
Apparel products take 2 – 7 business days to create and non-apparel products take 2 – 5 business days. Then there are shipping times on top of that.
About 97% of orders are shipped within 5 business days. More than half of orders are shipped within 3 business days. But to be safe, please take note of more conservative timing estimates if you are ordering products for a specific event or holiday.
Can I cancel my order?
Orders cannot be edited or cancelled once submitted. However, if you need to change the address or phone number on the order, please contact us at support@hellabasque.org as soon as possible. We are not bound to make such modifications in your order, but we will do our best to assist on a case-by-case basis.
What if my products were damaged in the mail?
Please email us right away at support@hellabasque.org if you received a damaged or defective item. Be sure to include photos of the unsatisfactory product and the packing slip in your email so that we can better assist you.
What if my package is lost in the mail?
For packages lost in transit, please confirm that you submitted the correct address when placing the order and check with your local post office to try to locate the lost order. If neither of these actions provide answers, send us an email within 15 days of the estimated delivery date. We will have a replacement order shipped to you as soon as possible.
Tracking shows my package was delivered but I never received it. What can I do?
It is very rare for a package to be marked as delivered by the courier but the recipient reports not receiving it. However, in the rare case that this happens, we cannot make any refunds or resend orders. It is the customer’s responsibility to file a claim with the shipping carrier.
In most cases, a delivery is made be the package is left in an unexpected location at the recipient’s address. Recipients should reach out to the courier and ask for details about where the delivery person left the package.
It is the customer’s responsibility to submit a claim with the shipping carrier when the tracking shows that the order was delivered. Unfortunately, we cannot make any refunds or resend orders in this situation.
What if my product is misprinted?
While it is very rare for a misprint to occur, sometimes things go wrong. If you receive a misprinted item, please email us at support@hellabasque.org with pictures of the unsatisfactory product and packing slip. Claims deemed an error on our part are covered at our expense.
