Delivery Information

OVERVIEW

Thank you for shopping at the Basement Studio Online Shop. We will do our best to fulfil your order so that you receive your purchased items in the best possible condition and as quickly as possible. Please read the following information concerning our delivery procedures and policies.


SECTION 1 - PROCESSING YOUR ORDER

Once we have received full payment for your order, and assuming all ordered items are currently in stock, your purchased items will be packed and handed over to the relevant delivery service within 2 working days.

SECTION 2 - DELIVERY OPTIONS

According to your geographic location, order value and weight, you may be offered a choice of delivery possibilities ranging from standard mail to express courier delivery.  We strongly recommend that you choose a traceable shipping method. Please be aware that, should you not do so, we will not be able replace items lost in transit.

SECTION 3 - DELIVERY TIMES & TRACKING

Deliveries to EU or other Western European countries will generally be made between 1 to 3 working days after despatch. Delivery times will most likely be longer to other countries. You will receive an email with tracking information enabling you to monitor the progress of your delivery.


SECTION 4 - RECEIVING YOUR ORDER

Your purchased items may have to be signed for on delivery. For this reason delivery to post boxes is not possible. Should you have any issues, such as unsuitable days or times for delivery, please contact the respective delivery service directly.


SECTION 5 - OUT OF STOCK ITEMS

Out of stock items should be indicated as such during the ordering process. Should your order comprise a mix of in stock and out of stock items, your order will generally be retained until it is possible for us to ship the complete order. In such a case we will send you an email to inform you of the likely delay to your delivery.

We understand that it may be the case that a delayed delivery of certain items would cause a problem for you. If so, please let us know and we may be able to organise a split delivery for you. Should this incur any additional costs you will be informed of the extra amount and have the possibility of cancelling your order for the delayed delivery items.


SECTION 6 - GOODS DAMAGED IN TRANSIT

We pay particular attention to packing your ordered items in order that you receive them in perfect condition. Despite this, accidents and mishaps can happen during the delivery process.  Should your order arrive in a damaged state, please make an appropriate note on the delivery service's copy of the consignment document and inform us immediately by email or telephone (please send photos with your email if possible).

We can not accept claims concerning items damaged in transit when we are not informed within 2 working days of your receiving the item or items.

At our discretion, we may opt to refund or replace items damaged in transit. If we ask you to return the damaged items to us, your shipping costs will be reimbursed. Furthermore, replacement items will be sent to you free of any delivery charges.


SECTION 7 - INCOMPLETE DELIVERY

If your delivery seems to be incomplete on arrival, please check carefully in case a small item has been accidentally discarded with packaging materials. Sometimes, orders can be sent in multiple packages as they may not fit in just one and you may not receive the entire delivery at one time. Please contact us by email to check whether this might be the case. In the unlikely event that we have indeed omitted an item (or items) from your order, we will arrange to have the missing item(s) sent to you straight away free of any additional shipping charges.


SECTION 8 - WRONG ITEM DELIVERED

Should this occur, please contact us immediately by email and we will arrange to send you the correct item. Do not unwrap, open or use the item if you wish to have it replaced. We will also arrange or reimburse you for return postage of the incorrectly delivered item should we ask you to return it to us.


SECTION 9 - CONTACT INFORMATION

For any other questions you may have concerning deliveries, feel free to contact us by email to shopadmin@basementstudio.lu.

Version 1.1 / 09.09.2017