FAQ

General

How does COVID-19 impact your shipping?

We’re trying to keep on top of order send outs as much as possible following the necessary safety measures and guidelines. Our warehouse has changed it’s opening hours to Monday to Friday, but don’t panic - we’re working with external fulfilment partners to ensure they’re taking all the correct and necessary safety precautions. At present, we’re not offering express delivery service. We are trying to get orders to you as quickly as possible therefore we have taken this delivery option down until it is safe to do so again.

How much is delivery?

The good news is, delivery is free for all orders!

When will I receive my order?

Due to high demand, deliveries are currently taking around 10-15 working days. We apologise for any inconvenience. For orders over £50, you can request Express Delivery taking around 5 working days. Please contact us through our website Chatbot or email team@simplybasy.com for arrangement.

Can I return my items?

Yes!
Any unopened items can be returned to us within 30 days of delivery for a refund. You are required to arrange a return delivery to our warehouse. This arrangement doesn't apply to product on discount or order with a discount code. Please contact us via our website Chatbot or email team@simplybasy.com to learn more.

Where is my order notification?

Once you’ve placed an order with us you’ll receive an email to the address provided. If you did you not receive an email, please check your spam / junk folder and double check you entered your email address correctly. If you still haven’t received one after 36 hours, please contact us where we’ll be able to advise you further.

How do I contact customer service?

Due to circumstances our phone lines are currently closed. However you’re welcome to contact us via our website Chatbot or team@simplybasy.com. Our Customer Service Team are working as hard to respond to everyone as quickly as possible, but we are currently experiencing a delay in getting back to everyone due to the rise in requests in response to the COVID-19 outbreak. Please be patient with us, and we’ll get back to you as soon as we can!

Payments

What payment methods do you accept?

We accept payment from debit or credit cards - American Express, Discover, VISA, Mastercard, Maestro, Cirrus, as well as payments made by PayPal, Amazon Payments, and Apple Pay.

Can I use more than one promotional code on my order?

No, you can only use one promotional discount in each individual order.

Experiencing problems paying?

Oh no! Please try an alternative payment method or contact us at team@simplybasy.com and one of our customer service representatives will help you as soon as they can!

Orders

Can I cancel my order?

Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process. If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us using our free returns service for a full refund within 30 days of receipt.

Why do I have more than one tracking code?

Our shop is holding more than 1000 items, which takes a few warehouses to store them. Some of your orders might happen to be dispatched from different warehouses, which is why you might receive more than 1 tracking codes for your orders.

However, we will make sure to pack all of your jewellery in one nice jewellery pouch once they arrive our fulfilment centre in London.

What does it mean when the delivery status is "delivered"?

Your tracking code is used to track your parcel dispatched from our warehouse to our fulfilment centre in London.

When the status is "delivered", it means that the parcel has arrived our fulfilment centre and are ready to be dispatched to your address the next day. This will take another 1-2 days.

So don't panic if you haven't received your order, just give it a few more days and they will be with you shortly ◡̈

What can I do if my order is going to the wrong address?

Please contact us at team@simplybasy.com where one of our customer service representatives will assist you further.

What should I do if my order is missing?

If you are in the UK and have not received your order within the allotted delivery time frame, please notify us by email at team@simplybasy.com within 21 days of the date on which you ordered the products. For international customers, please allow up to 16 working days before contacting us regarding a missing order.

What do I do if I've received the wrong item?

If you’ve received the wrong item in your order, please contact us at team@simplybasy.com with your order number and a photo of the wrong item(s), where a member of our customer service team will help you further.

What's your privacy policy?

We never share your name, email, or contact information with anyone - ever! If you sign up for the Simply Basy newsletter, you can opt out at any time.

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