Returns and Refunds
What are the conditions for making a return?
You can request a return within 30 days from the delivery date of your order.
The product must be:
✔ New and never worn, only tried on.
✔ Not washed.
✔ With the original tag still attached.
✔ Free of accidental damage.
✔ Without defects (if the product is faulty, we recommend opening a claim).
What happens if the return does not meet these conditions?
If the return does not comply with the above requirements, it will be rejected by our returns department.
In that case, you will be responsible for collecting the product and will not be entitled to a refund.
Can I exchange a product?
At the moment, we do not offer exchanges. If you want a different size or color, we recommend returning the purchased item and placing a new order.
How can I request a return?
If you have an account on our website:
1️⃣ Log in to your account and click on the Returns section.
2️⃣ In the Eligible for Return section, you’ll see all orders that are still within the return window.
3️⃣ Click on the relevant order to start your return request.
If you don’t have an account:
🔹 Go to the Returns section at the bottom of the website.
🔹 Enter your order number (with or without the # or -) and either the shipping address ZIP code or the email associated with the order.
Return process
Once you’ve started the request, you will be asked to:
✅ Select the reason for the return (you can also upload images and leave a comment).
✅ Choose your preferred return solution (currently, only refunds to the original payment method are available).
✅ Select the return shipping method:
🔹Free options: Return via UPS label or in-store return.
🔹Paid option: Ship the return using a courier of your choice.
📩 Depending on the selected method, you will receive an email with instructions for shipping or returning your item.
⚠ The return must be shipped within 14 days from the date of the request.
If you’re ready to start the return process, click here.
What are the return procedures?
The return can be free or paid, depending on the option chosen during the return request:
✅ If you choose the shipping with a free label: You will receive a prepaid label with UPS.
💰If you choose to ship with a carrier of your choice: The shipping costs are at your expense. You can use any carrier of your choice.
The shipping address is: BasicItalia – Strada Cebrosa 106, 10156 Torino (TO), Italy
🏬If you choose to return the product in store. Take the package to a store of the group.
You will not receive a return label, but only instructions to complete the procedure.
(Option available only in Italy)
Find the nearest store.
From which countries can I make a return?
We accept returns from the following countries:
European Union: Austria, Belgium, Bulgaria, Cyprus, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
United States: accept returns from the U.S.
Excluded areas: Duty-free zones (such as Livigno, Campione d’Italia, the Channel Islands, Gibraltar, the Canary Islands, Vatican City, etc.) and any countries not listed above.
When will I receive my refund?
The refund will be processed within 14 days from the date the package is delivered to the warehouse.
The refund will be credited to the payment method used during the purchase. You will receive an email notification as soon as the refund is issued.
We are committed to processing the refund as quickly as possible, after verifying that the returned products meet the return conditions.
How to track your return
If you have an account: You can track the return status directly in your account area. Go to the RETURNS section, select the order, and click TRACK RETURN.
If you do not have an account: You can monitor the return shipment using the shipping number provided. Enter the number on the carrier’s website to check the status.
How will I receive the refund?
The refund will be processed exclusively to the payment method used during the purchase.
Credit/debit card: If you paid with a card, you will receive the refund within 5-10 business days, depending on your bank’s processing times.
PayPal: If you used PayPal, the refund will be credited directly to your PayPal account.
For questions related to orders made with the “Pay in 3 installments” option via PayPal, Klarna or Scalapay, please contact their customer service directly.
Refund Amount
The refunded amount will be calculated after any discounts applied at the time of purchase. For example, if you purchase an item for €100.00 with a 10% discount, you will receive a refund of €90.00 (not the full €100.00).
Shipping Costs
Shipping costs will only be refunded in case of a full order return. In case of a partial return, shipping costs will not be refunded.
Important Note
It is not possible to request a refund to a payment method different from the one used for the purchase.
My card is blocked/expired/disposable, where will I receive the refund?
If you used a disposable card or if your card has expired, been blocked, or lost, we recommend that you contact your bank to inform them that you are expecting a refund.
Even if the card can no longer be used for payments due to the above reasons, it can usually still receive incoming transactions for up to 6 months from the date of issue.
Your bank will advise you on how the refund will be processed, which may include redirecting the transaction, issuing a check, or other methods.
Important note: It is not possible to request a refund to a different payment method than the one used for the purchase.