FAQ

How can I create my personal account?
In order to create a personal account on baseblu.com, click on the button “Login” placed at the top right and select the option “Register”. Fill in the required fields (name, family name, e-mail address, password and birth date) and confirm your registration.

Is it necessary to have a personal account to place an order?
No, it isn’t: at the checkout, you can decide to place an order as a “New customer” or as a “Registered Customer”. If you don’t want to complete the registration, you will be asked to fill in the required fields anyway (shipment and invoice address) in order to proceed with the payment. If you already have an account, access with your login information anytime you would like to.
If you are not registered, but you would like to, click on the button “Login” placed at the top right and select the option “Register”.

How can I modify/recover my account credentials?
You can recover your login information from the summary e-mail sent to the address indicated at the registration. If you don’t find it, it’s possible to recover your credentials by clicking on the button “Forgot your password?”; you will receive an e-mail with the link to reset the password.

Are the items on sale original?
Base Blu SRL is an authorized reseller of all the brands, online and in boutiques, whose authenticity is 100% guaranteed; all the items are provided with internal and external original brand tags and the additional material supplied by the brand.

Will the sold out items be restocked?
Baseblu.com shows the current availability of the items of its mortar and online stores. If a size is not available, it means it’s sold out and unfortunatley we don’t know if it will be restocked during the current season. We kindly invite you frequently to check the item/collection page in order to be updated on a possible restock of sizes and styles.

When will my order be shipped?
The delivery might take from 1 to 2 work days regarding Italy and 2 to 5 work days for the rest of the world (subject to exceptions) once the parcel is assigned to the courier.

How much does shipping cost?
Shipment methods and costs vary depending on the destination country. You can find all the information in the section “Shipments”.

Can I cancel my order?
Cancellation is possible for the orders not yet processed (and so just if the customer hasn’t yet received the shipment confirmation e-mail). Any cancellation request done after having received the shipment confirmation e-mail will not be taken in consideration.

Can I add an item to a completed order already finalised?
It’s not possible to add an item to a completed order already finalised. However Base Blu may reserve the right to evaluate particular requests sent to [email protected].

How can I return one or more items from my order?
If you would like to return an order (of one or more items) you will have to request the return instructions/AWB within 14 days from the delivery. Once you receive the e-mail instructions you have 14 days to place the shipment back to the Reseller. The customer has to send the request to [email protected] , indicating the order number and the code of the item he would like to return; consequently he will receive all the instructions.

How can I monitor the status of the return shipment?
The status of the return shipment can be monitored on www.dhl.com, by using the tracking number provided in the return instructions. Once the return is processed by our warehouse, the customer will receive a confirmation e-mail.

When will I receive the refund?
Once the return integrity is verified, the refund process will start and it might take up to 7 work days.

What should I do in case of a damaged item/item not corresponding to the one I ordered?
If the customer receives a damaged item or an item different from the one he ordered, he has to contact promptly [email protected], notifying the issue occurred; after the appropriate checks, Base Blu will arrange the return and the replacement/refund of the item itself.

What should I do in case I didn’t received my order or all the items ordered?
In case the parcel/the items ordered are missing, the package should be kept for further checks. Any contestation related to damages, missing items or delivery to wrong address has to be sent to [email protected] within maximum 3 days from the delivery date, otherwise it cannot be accepted.

Can I change size/color of one or more items of an already completed order?
It’s not possible to change size/color of one or more items of an order already completed. Base Blu may reserve the right to evaluate particular requests sent to [email protected].

Can I modify the shipment address of an order already placed?
Any request of shipment address/customer data change should be sent to [email protected] before the order processing. Once the customer receives the e-mail with the shipment confirmation and the tracking number, any change request from his side won’t be taken in charge. 

How can I monitor the shipment status?
The customer can monitor the status of his shipment on www.dhl.com, by using the tracking number provided in the order confirmation e-mail, sent at the moment of order processing.

How much does the return shipment cost?
The return shipment costs are in charge of the customer and they are equal to the shipment costs borne at the purchase.

How can I calculate the custom taxes for the non-EU countries?
For the EU countries (Italy included): the prices shown online are VAT included, so at the delivery the customer doesn’t have to pay for any custom tax and duty.
For the non-EU countries: the order could be subject to custom duties and taxes. It’s not possible for us to quantify the amount of those charges, as they are directly managed from the custom of the destination country; that’s why we recommend you to verify eventual local taxes with the courier or with the competent offices.

How can I be always updated on promotions and commercial initiatives?
In order to be always updated on promotions and commercial initiatives, we kindly invite you to subscribe our newsltter, by clicking on the button placed in the top center of our homepage or filling in with your data in the dedicated part in the footer.

Why can’t my promo code be applicable to my purchase?
The promotions are effective just for a limited time and they cannot be used together with other promo codes or on selected items and brands, excluded from the promotion. If your case doesn’t fall into these categories, contact us to the e-mail address [email protected]
Base Blu may reserve the right to end the promotions or to change their terms and conditions at any time.

How can I contact the Customer Service?
You can contact the Customer Service at the e-mail address [email protected] or at the phone number +39 0332 241288.