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Frequently asked questions
Topwear
Topwear including jersey, outerwear and knitwear follows an oversized fit throughout
the collection unless stated otherwise. We recommend staying true to your usual
size for the signature House of Basicz look.
Bottoms
All bottoms have an elasticated waistband, meaning fits are relaxed through waist
sizes. We recommend taking your usual size on all pants/trousers/bottoms unless
stated otherwise.
Are your clothes true to size?
We work hard to ensure our clothes are a true fit. Should you be unsure, we recommend you select your usual size. If you want to ask the experts, our Customer Care team should be able to help you. Please email customercare@houseofbasicz.com or by Whatsapp: +31643409754
Size Information
For more information about sizes, you can check the size guide on each product page.
What service does House of Basicz ship with?
We ship worldwide with DHL parcel and DHL Express, for the fastest & most reliable service.
- NL – DHL parcel (1-2 days)
- Europe - DHL (1-3 days)
- Worldwide - DHL Express (1-3 days)
When do I get free shipping?
- NL DHL Shipping is free on orders above € 100
- EU DHL Shipping is free on all orders above €100.
- US DHL Express Shipping is free on all orders above € 250.
Tracking information is automatically emailed to all customers. If you don't
receive this, please check your spam folder.
How long will it take to receive my order?
Processing notes:
- Orders are shipped Monday to Friday excluding holidays.
- Please allow 1-2 business days for order processing. This may take longer during special releases, major holidays and sale periods.
What is the typical delivery time for an order to reach a certain country or region?
- DHL delivery to the NL is 1-2 business days.
- DHL delivery to other European countries is 1-3 business days.
- DHL Express delivery is 1-4 business days.
Do I need to pay Customs & Import fees?
Import duties will apply on orders shipped outside of the European Union.
USA
Orders placed on houseofbasicz.com will require duties & taxes on delivery.
United Kingdom
Orders placed on houseofbasicz.com will require duties & taxes on delivery.
Rest of World
Orders placed
on houseofbasicz.com will require duties & taxes on delivery.
You will be responsible for payment of any import duties or taxes. In most cases, any customs or import duties are charged once the parcel reaches its destination country. House of Basicz has no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country
How do I send a parcel back for a return?
Return Instructions
1. Wright your order number and name on a paper and add it to your package.
2. Send the package via a shipping company of choice.
3. Create a label at your choice of shipping company, return cost are for own account.
4. Send package with tracking and save the code.
Return adress:
House of Basicz
De striptekenaar 34Q
1336 CM Almere
The Netherlands
5. Done! Your parcel is now ready to be taken to your chosen drop-off point, or to be collected!
Can I return an item I have purchased in the sale?
Items purchased during a sale period are eligible for exchange or store credit. The items cannot be refunded.
An item I purchased is now on sale. Can you adjust the price?
We are unable to adjust the price of items if they have entered a sale. If returned during the sale, the final price given will be the sale price.
What do I expect after sending a return request form?
Once we have received your return you will receive a confirmation email to let you know we have got your return.
How long will it take me to get my refund?
Refunds will take up to 1 working days to go into the account you paid with via the original payment method.
How long does it take for my exchange to be completed?
Exchanges will take up to 5 working days to be received, we cannot guarantee size availability. If your exchange is not in stock you will be refunded, this will take up to10 working days to go into the account you paid with via the original payment.
How do I use my store credit code?
Once you have received your store credit code proceed to the checkout as type your store credit into the discount box and this will be deducted from the total amount.
Once given a store credit code it does not have a time limit, however they cannot be used during sale periods.
Promotional codes and store credit codes cannot be used at the same time**
What Payment methods do House of Basicz accept?
- Ideal
- Mistercash /Bancontact
- Paypal
- Sofortbanking
- Carte Bleue
- Maestro
- Visa /Mastercard
- Klarna – Pay later
- American Express
- Google pay
- Apple pay
When will my payment be debited from my account?
Your bank account will be debited as soon as your order has been placed. Pending payments will be stopped and not sent until full payment is received by House of Basicz.
How will I know my order has been successful?
Once you have placed an order you will shortly receive a confirmation email. To ensure that this goes into your inbox please add customercare@houseofbasicz.com to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder. If you have not received your order confirmation email, please contact us.
How do I track my order?
An email will be sent confirming your order has left out warehouse, your tracking information will also be included in this email.
Tracking information will be sent within the dispatch email, once your order has been fulfilled.
What do I do when there is an item missing from my order?
I have a missing item from my order
An order form is included in every parcel sent from our distribution center, please check the order form to ensure there are no items missing from the list.
If an item you have ordered is missing from the packing list, this will likely have been removed due to it being out of stock. You will be notified by email if an item you've purchased is out of stock. If you haven't received an email notification about any changes to your order, but you're still missing an item, please contact us immediately with the following information:
- Order Number
- Missing Item(s)
Our support team will investigate the matter and will resolve the issue for you as quickly as possible.
** All missing item claims must be made within 7 days of the delivery
date of your order. **
Why I have not received my order within the estimated time?
Please check the following before contacting our customer service team:
- Check you have received an email confirming your order has been dispatched.
- Check the tracking information
that is included in your dispatch confirmation email using the relevant link.
- Check for emails, phone calls and attempted delivery cards from one of couriers, it may be that your parcel is being held at your local depot awaiting collection or redelivery.
- Check nobody at your address has taken the delivery on your behalf.
- Although our couriers should not leave your parcel with a neighbor its always worth checking with your neighbor just in case.
+ Please contact DHL andcustomercare@houseofbasicz.comand we’ll do our best to
resolve the issue as quickly as possible.
Due to high volumes of inquiries, it can take our customer service representatives up to 48 hours to respond. Sending multiple emails only delays yours and other people’s inquiries, please only email once.
How do I wash the House of Basicz Jackets and Bombers?
House of Basicz Jacket and Bombers should be professionally dry-cleaned please see the garment’s care label for instructions. It is recommended that if your House of Basicz coat has detachable fur or leather trim detailing, please consult your
dry-cleaner for further advice.
How do I wash my House of Basicz printed T-Shirt and Hoodie?
We recommend washing all products on a cool wash, and allow to dry naturally. Do not tumble dry.
How do I wash my House of Basicz printed bottoms?
We recommend washing all products on a cool wash, and allow to dry naturally. Do not tumble dry.
