FAQ
Frequently Asked Questions
Welcome to the Basketcozy FAQ page. Here you’ll find answers about our products, ordering, shipping, and returns.
If you need further assistance, email [email protected]. For order inquiries, include your order number and the email address used at checkout.
Products
Q: What does Basketcozy sell?
Our collection includes woven home essentials, clothing, bags, pouches, and small accessories. Browse Home & Living, Clothing & Bags, and Pouches & Small Accessories to explore the range.
Q: Are all products handmade or made from natural materials?
Materials and construction methods vary by product. Please check the individual listing rather than assuming every item is handmade or made entirely from natural fibers.
Q: How do I choose the right size or option?
Review the measurements, materials, available options, and package contents on the product page. For storage items, measure the intended space and allow clearance for handles, lids, and access.
For clothing, bags, and fitted accessories, compare the listed measurements with your needs. If a measurement is unclear or unavailable, contact us before ordering.
Q: Will the product look exactly like the photographs?
Screen settings and lighting may affect how colors appear. Woven textures and natural materials may also show minor variations where described.
These variations do not excuse defects or significant differences from the product description.
Q: Are accessories shown in product photographs included?
Only items expressly identified in the product description or selected option are included. Plants, tableware, stationery, and other styling props are excluded unless stated otherwise.
Q: How should I clean my purchase?
Follow the care instructions for the specific product. Do not assume that woven, knitted, or cotton-rope items are machine washable, waterproof, or heat resistant unless the listing expressly states this.
Ordering & Payments
Q: What currency are your prices in?
Product prices and the shipping fees stated in our policies are in US dollars (USD). Your bank or payment provider may apply its own conversion or transaction charges.
Q: What payment methods do you accept?
The payment methods available for your order are displayed at checkout. Availability may depend on your location, device, and payment provider.
Q: How do I apply a discount code?
If you have a valid code, enter it in the discount code field at checkout before completing payment. On some devices, you may need to expand the order summary to find the field.
Check that the discount appears in your order total. Codes are subject to their stated conditions and may not be combinable with other offers.
Q: How much does shipping cost?
Our standard shipping fees are:
Merchandise subtotal from $0.00 to $39.98: $12.99 standard shipping.
Merchandise subtotal of $39.99 or more: Free standard shipping.
The threshold is calculated after discounts and before taxes, shipping, or import charges. Available shipping options and applicable charges are shown before payment.
Shipping & Delivery
Q: Where do you ship?
We ship to destinations supported by our checkout. Enter your delivery address to see whether shipping is available for the products selected.
Q: How long will my order take?
Orders are generally processed and dispatched within 1–3 business days after successful payment confirmation.
Standard delivery typically takes 7–15 business days after dispatch. Including processing, the total estimated timeframe is 8–18 business days after payment confirmation.
Business days are Monday through Friday, excluding public holidays observed by our fulfillment operations.
Q: Are delivery dates guaranteed?
Delivery estimates are not guaranteed arrival dates unless expressly stated. Customs processing, holidays, weather, and carrier disruptions may affect timing.
If we cannot dispatch within the stated processing timeframe, we will notify you and explain the available options, including cancellation and a full refund for the unshipped order.
Q: How do I track my package?
When tracking is available, we will email a shipping confirmation with tracking details. Please also check your spam or junk folder.
Q: Why is tracking not updating?
Tracking may take additional time to activate or update while a parcel moves between carrier facilities. A shipping label being created does not necessarily mean the carrier has received the package.
Contact us if tracking appears unusually delayed or the estimated delivery window has passed.
Q: Why did only part of my order arrive?
Check the shipping notifications to see whether your order has more than one package. If separate shipments are arranged, packages may arrive at different times.
If there is no indication of another shipment, contact us with your order number and details of the missing item.
Q: Will I need to pay customs or import charges?
International orders may incur customs duties, import taxes, or clearance fees. Unless included in the price or collected at checkout, applicable import charges are the recipient’s responsibility where permitted by law.
Free standard shipping does not cover separate import charges. See our Shipping Policy for details.
Order Changes & Cancellations
Q: Can I correct my delivery address?
Email [email protected] immediately with the subject “Urgent: Address Change.” Include your order number, checkout email, and corrected address.
We will check whether the change is possible. Changes cannot be guaranteed once fulfillment has begun or the parcel has shipped.
Q: Can I change a product, size, color, or quantity?
Contact us promptly with the subject “Urgent: Order Change.” Include your order details and the requested change.
We will check whether fulfillment can still be adjusted. Please do not assume a change is confirmed until we reply.
Q: Can I cancel my order?
Contact us as soon as possible. We will check whether fulfillment can be stopped.
If the order has already shipped, the return procedure may apply. This does not limit any statutory cancellation rights.
Returns & Refunds
Q: How long do I have to request a return?
Eligible change-of-mind returns may be requested within 30 calendar days after delivery, subject to our Return & Refund Policy.
This voluntary window does not shorten your statutory rights concerning faulty, damaged, incorrect, or misdescribed goods.
Q: Who pays return shipping?
For change-of-mind returns, you generally pay return shipping.
For damaged, defective, or incorrect items, Basketcozy covers reasonable necessary return shipping costs. Contact us first so we can confirm the return method and any label or reimbursement arrangements.
Q: Where should I send my return?
Email us for the correct return address and instructions.
Do not automatically send merchandise to our business address or the address on the original parcel. Returns may require international shipping.
Q: Do you offer exchanges?
We do not offer direct exchanges for a different product, size, or color. You may request an eligible return and place a separate order.
This does not affect a replacement offered to resolve a damaged, defective, or incorrect item.
Q: When will I receive my refund?
After receiving and inspecting a return, we will notify you of the outcome.
Approved refunds are issued to your original payment method within 10 business days, unless an earlier legal deadline applies. Your payment provider may need additional time to display the refund.
If more than 15 business days have passed since approval and the refund has not appeared, contact us. You may contact us sooner if you have concerns.
Delivery & Product Problems
Q: My item arrived damaged, defective, or incorrect. What should I do?
Email [email protected] with your order number, checkout email, and a description of the problem.
Photographs of the item, packaging, and shipping label are helpful where reasonably available. If photographs are unavailable, contact us so we can discuss another way to assess the issue.
Retain the item and relevant packaging while we review your request.
Q: Tracking says delivered, but I cannot find my package.
Check the delivery address and any carrier delivery details, then contact us if the package cannot be located.
We will investigate with the carrier. A delivery scan does not automatically settle a non-delivery claim. We will arrange an appropriate resolution where warranted or legally required.
Contact & Communication
Q: I did not receive an order confirmation.
Check your spam or junk folder. If you still cannot find it, email us using the address entered at checkout and include your name and available order details.
Please do not send complete payment card numbers or card security codes.
Q: How quickly will you reply?
We aim to respond to customer inquiries within 24–48 hours.
Email: [email protected]
Website: https://basketcozy.com