Customer Care

COVID-19 Update /

 

These are certainly challenging times for all of us, with daily updates regarding new rules and regulations, there is sure to be a level of apprehension in the air. I just wanted to let you know that I am still shipping orders domestically and internationally. Most postal carriers are limiting their 'signature on delivery' service, so if you are not home, your item may be taken to your local post office. Some restrictions and delays to certain countries may occur due to the reduction of international flights and some borders being closed. However if this is the case I will notify you via email, and if you have any questions prior to purchasing please feel free to send me an email at hello@biasbasics.com

We are all in this together, and I am here for you and happy to help in any way I can. Basis Basics is run from my home studio, and extra precautions will be put in place to assure your parcels are packed safely. For your peace of mind, I have not been overseas or come into contact with anyone who has, and I am fit, well, and staying home. 

 

SHIPPING /

Update: There are currently delays to all destinations because of the impacts of COVID-19 on airline capacity and in-country delivery impacts. 

The Los Angeles International Airport (LAX) in the United States of America (USA) is being heavily impacted by increased volumes through their facilities and civil unrest in addition to the COVID-19 pandemic response. 

Please see below for estimated delivery times:

Destination Country	International Express
New Zealand Singapore	3-6 business days
UK China Malaysia	6-10 business days
Japan	4-14 business days
Korea Thailand	8-14 business days
Major Europe	7-13 business days
Hong Kong	2-8 business days
Indonesia	14-19 business days
USA Canada	7-15 business days
All other countries	10-18 business days
Pacific Islands	Currently unavailable

 

 

We ship orders on Tuesdays and Thursdays only. Orders will be processed within 24-48 hours and dispatched the following business day.

We do not ship Saturdays, Sundays or Holidays. Shipping Confirmation will be emailed as soon as your order has been sent. Once you have received your tracking number please contact the shipping company for any delivery enquiries, Bias Basics is no longer responsible once your order has shipped. 

Australian Orders /

Free standard shipping on all orders within Australia

Express / $15

Please take into account our dispatch days are Tuesdays and Thursdays when selecting your shipping method. Delivery estimates are from the day of dispatch on our shipping days. 

Express shipping /

Metro areas / please allow up to 2-3 days
Rural areas / please allow up to 3-5 days

Standard shipping /

Metro areas / please allow up to 3-5 days
Rural areas / please allow up to 5-7 days

International Orders /

All international orders are shipped express with the flat rate of $35

Free International Shipping on orders over $350 AUD

International delivery times vary between 5 - 15 business days of shipping, plus customs processing time. 

Once your order has dispatched you will be emailed a tracking number. We can not alter your delivery address or retrieve your parcel once it has been shipped, so please ensure you select an appropriate address and allow for shipment processing times.

Please note: When orders shipped internationally reach your destination country, they may be subject to customs charges and clearance procedures that can cause delays beyond original delivery estimates.

A signature is required upon delivery, if there has been an unsuccessful delivery attempt or no one was home at the time of delivery, you will need to contact the postal service to arrange redelivery or pickup. 

There may be delays during promotional periods and holiday seasons.

Change of Address /

Bias Basics takes no responsibility for orders shipped to an incorrect or invalid address and is not liable for any loss associated.

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RETURNS AND EXCHANGES /

WE DO NOT ACCEPT RETURNS.

EXCHANGES are available on all full priced items. ONLY if the item is the wrong size or there is a manufactures defect. All items must be in original condition and in it's original packaging (Note: No swing tags are attached to any of our garments, however the item must be returned in the original packing it was sent). Garments must not be worn or washed. If an item is returned with make up or odour from trying on the garment, an exchange or return will be refused and a cleaning cost may occur. 

Bias Basics is not responsible for exchange shipping costs or any lost in transit exchanges. Please include tracking and insurance to ensure your item is safe. Items must be returned within 10 business days of receipt. Any received thereafter may be declined for exchange. Your exchange will be processed within 3-5 business days of receiving, and shipped on the next shipping day ( Tuesdays and Thursdays).

All domestic and international return shipping fees are to be paid by the customer. In the rare event you have received a faulty item, we will cover the return fees.

To prevent the need to exchange please contact hello@biasbasics.com if you need help with sizing. 

NO REFUNDS OR EXCHANGES ON SALE ITEMS /

All sale Items or items purchased using discount code as part of sale are not eligible for Exchange.

 

Pricing and Payments /

All product prices and payments made on this site are in Australian Dollar currency.

Unfortunately, Bias Basics cannot be held responsible for any custom duties, foreign taxes or other fees which may be enforced. These will remain the responsibility of the customer. Please contact your local customs office for further information. The full value of the order will be noted on the package for custom processing purposes. 

AfterPay / 

AfterPay is currently only available within Australia, New Zealand, Canada and the UK. Other countries will hopefully be included as it becomes available.