FAQ

Everytime you want to access your account, you will be asked to enter your email address. then, you will receive an access code directly to your email. There is no need to create an account with a username and password; the sent code will allow you to access your account easily and securely.

There is no password linked to your account. The access on your account is done through a code sent to your email address.

Base Blu Srl is an authorized retailer of all the brands present online and in our boutiques and guarantees their 100% authenticity. Every item is equipped with original brand tags and any other supplement provided by the brand.

Once the order has been confirmed we can only change the shipping address, but we cannot modify the items in it.

If you made a mistake in your order and wish to cancel it, please contact our customer service promptly.

We do not accept exchanges. If you wish to change the model and/or size of one or more items in your order, you can make a return and proceed with a new purchase.

We ship both in Italy and abroad. For more details you can consult our "delivery" page. If your country is not displayed on the list we ask you to contact our customer service.

Shipping costs can vary depending on the country of delivery. You can find all the information in the shipping

Orders are processed and shipped only during working days, i.e. from monday to friday, holidays excluded.

During promotional periods, orders processing may take longer than expected. Once the order is given to the courier, delivery times are 1-2 working days for Italy and 2-5 working days for the rest of the world, with some exceptions.

For shipments outside the European Union, local import taxes and duties may be applied, which, if any, are responsibility of the customer. It is not possible to quantify the amount of these charges since they are directly managed by the customs office of the country of destination; therefore we advise you to check with the courier or with the competent office.

Promotional codes are valid for a limited time only and can only be applied on products included in the promotion.

Different promotional codes cannot be combined.

Base Blu Srl reserves the right to discontinue promotions or to change the terms and conditions at any time.

As soon as your order is shipped, you will receive an email with shipping information and tracking number.

We accept payments by credit card (Visa, Mastercard, American Express), PayPal and Scalapay. We do not accept orders with cash on delivery. All orders must be paid in full at the checkout.

We do our best to publish accurate information regarding product prices. However, errors may occur. In such case, Base Blu Srl expressly reserves the right to do not comply with the price wrongly published on the website when accepting an online order. We will notify the error to the customer and cancel the order. Any payment already authorized for the order in question will be immediately refunded.

If you receive a defective and/or different item from the one ordered, promptly contact our customer service to report the anomaly. After the appropriate checks, Base Blu Srl will provide the instruction for the return and proceed with the refund of the order.

If one or more items are missing, the packaging must be kept in order for us to proceed with further verifications. To ensure we can assist you effectively, any complaint regarding damages, missing items or package not received must be submitted to our customer service within three days of the delivery date indicated on the courier website, otherwise it cannot be accepted.

To request a return of one or more items in your order you have to contact our customer service within 14 days from the date of delivery.

In the communication you have to specify the order number and the item you want to return so that we can send you the instructions and the label to proceed with the shipment.

The shipment to Base Blu Srl must be done within 14 days from the receipt of the instructions and the return label.

In case of return coming from a non-european country, any customs duties will be paid by the customer.

If you decide to use a different courier from the one proposed by us, the return will be your responsibility until the delivery to our warehouse.

You can expect to receive the refund to the original payment method within 7 working days from our the date of reception.

Any shipping and customs duties costs are non-refundable.

You can contact our customer service using this form, by writing an email to customercare@baseblu.com or by telephone calling number +39 0332 241288.

Our office is open from Monday to Friday, from 8:30am to 1:00pm and from 2:00pm to 5:30pm (CEST).