Frequently Asked Questions

How do I place an order?

Simply browse our collections, add items to your cart, and proceed to checkout. We accept all major credit cards, PayPal, and other secure payment methods.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and other secure payment methods available at checkout.

Is my payment information secure?

Absolutely. We use industry-standard SSL encryption and secure payment processors to protect your information. We never store your payment details.

Can I modify or cancel my order?

Orders can be modified or cancelled within 1 hour of placement. After that, orders enter our fulfillment process. Contact us immediately at returns@bascora.com if you need changes.

Where do you ship?

We currently ship to:

• 🇬🇧 United Kingdom (3-7 business days)
• 🇪🇸 Spain, including Canary & Balearic Islands (5-10 business days)
• 🇺🇸 United States (2-10 business days)

How much does shipping cost?

Free shipping on orders over £50/€50/$50! For smaller orders, shipping costs are calculated at checkout based on your location and order weight.

How long does delivery take?

Orders are processed within 1-3 business days. Delivery times:

• UK: 3-7 business days
• Spain: 5-10 business days
• USA: 2-10 business days

Can I track my order?

Yes! Once your order ships, you'll receive an email with tracking information. You can track your package using the provided tracking number.

What about customs and taxes?

Orders shipped outside the EU may be subject to duties, taxes, or import fees. These costs are not included in our prices and are the customer's responsibility.

What is your return policy?

We accept returns within 14 calendar days of receiving your order. Items must be unused, in original condition, and in original packaging with proof of purchase.

How do I return an item?

Contact us at returns@bascora.com with your order number. We'll provide return instructions and address. Please use tracked shipping for returns.

Who pays for return shipping?

Customers are responsible for return shipping costs unless the item is defective or we made an error. We recommend using tracked shipping services.

When will I receive my refund?

Once we receive and inspect your return, refunds are processed within 5-10 business days to your original payment method, depending on your bank or card provider.

Do you offer exchanges?

We only replace items if they're defective or damaged. For size or style changes, please return the original item and place a new order.

What items cannot be returned?

We cannot accept returns for:

• Used, damaged, or tampered products
• Sale or discounted items (unless defective)
• Personalized or custom-made items

How do you choose your products?

Every product is carefully curated by our London team. We evaluate each item for quality, functionality, and design to ensure it meets our high standards for the Baskora collection.

Are your products authentic?

Yes, all products are authentic and sourced directly from manufacturers or authorized distributors. We guarantee the authenticity of every item we sell.

Do you offer product warranties?

Product warranties vary by manufacturer. We'll help you with any warranty claims and provide manufacturer contact information when needed.

What if I receive a damaged item?

Contact us immediately at returns@bascora.com with photos of the damage. We'll arrange a replacement or full refund at no cost to you.

Are your pet products safe?

Absolutely. All pet products are carefully selected for safety and quality. We only choose items that meet or exceed safety standards for pets.

What sizes do you offer for pet products?

Size availability varies by product. Check individual product pages for specific size charts and recommendations for your pet.

How can I contact customer service?

Email us at hello@bascora.com. We typically respond to emails within 24 hours.

Do you have a physical store?

We're primarily online, but our headquarters is in London. Visits are by appointment only - please email us first at hello@bascora.com.

How can I stay updated on new products?

Follow us on social media and subscribe to our newsletter for the latest product launches, styling tips, and exclusive offers from our London team.