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Customer Services

How to Order
Dispatching Your Order
Delivery Times
Postage and Packaging Charges
Payment Options
Shopping Online (Security)
Stock Availability
Out of Stock Items
Returns and Refunds
Returns Address
Faulty Products

How to Order [top]

Ordering with us couldn't be easier. Simply decide on the product(s) you would like to purchase then place your order with us by…

  • Shopping Cart
    Simply choose your product and then click on the 'ADD TO BASKET' symbol. At any time you can see what you have ordered by clicking onto the VIEW BASKET symbol. The prices shown are in UK Sterling only. All prices include UK VAT at current HM Government rate where applicable. Once you have completed your selection(s), easy instructions will guide you through the ordering and payment process.
  • Telephone
    If you would prefer to speak to someone, we suggest that you print out your order requirements before calling us or have the page on screen in front of you - this will ease the ordering process. (Please ensure that you provide your correct home postal code and have your credit / debit card details ready)

    Tel: (+44)(0)1689 603675·

    Our telephone order lines are generally open: Monday - Friday, 9am - 6.00pm (GMT) Please note: we close for Festive holidays and will close between Christmas and New Year unless otherwise stated.

Dispatching Your Order [top]

We pride ourselves on our rapid service and aim to pack and dispatch your goods within the next working day from the time that your order is actually received by us subject to availability of the goods requested and any mitigating circumstances that may prevent us from achieving our objectives. During peak seasonal demands, stock taking and other logistical situations, there may be a delay in the dispatch of your order, so please allow extra time for delivery.

All orders are processed Monday - Friday only and exclude UK Bank Holidays.

Delivery Times & Exclusions· [top]

  • UK address (mainland)
    Our "FREE" Uk Delivery service orders are sent out using our selected carrier and in general can take 3 to 5 days on a "Next "Working" Day" service excluding Weekends and UK Bank Holidays, or by Royal Mail 1st Class Special Recorded Postal Service which does include weekend delivery options. Please allow up to 5 working days for actual delivery for any Royal Mail Standard Tracked delivery. (1st Class Royal Mail post does not guarantee a delivery within 48 hours or in fact any level of guaranteed delivery time stated by Royal Mail.)
  • Overseas / international addresses
    We aim to dispatch Worldwide orders within 5 working days from the date of the order. The delivery times for overseas orders will vary greatly depending upon the postal destination and available methods of posting. Generally, most overseas orders can be sent as a Small Airmail packet or International Parcel.· All overseas orders will be dispatched using the Royal Mail service unless otherwise arranged and is subject to the appropriate costs being borne by the Customer.
  • Industrial Action
    Baselayer accepts no liability for delays in receipt of parcels caused by Industrial Action that has a direct affect on its delivery systems but will do all it can to minimise any delivery disruption.
  • Post Code Exclusions
    Where Baselayer™ uses its Courier Delivery Partner for a parcel delivery, there may be logistical constraints in delivering to certain areas of the UK and therefore we will use Royal Mail for these locations.· There are currently a number of UK post code regions where we are unable to use our courier service and therefore the standard Royal Mail terms and conditions will apply to these restricted UK Post Codes and Regions:
  • Weekend & Bank Holiday Exclusions
    All delivery options exclude dispatch at Weekends, during any periods of business closure and UK Bank Holidays unless otherwise stated or agreed in writing

Postage and Packaging Charges [top]

  • UK Standard Deliveries
    On all mainland UK orders placed, Baselayer does not currently charge for "Standard" UK Delivery except where stated.· Please be perpared to wait up to 3 to 5 Working Days for FREE deliveries to the UK mainland.
  • UK Mainland Next Day Recorded Delivery (Where Available - Price As Indicated in the Drop Down Menu at Checkout)
    On all deliveries where the Customer has selected UK Mainland Next Day Delivery, Baselayer will dispatch parcels via it's selected Partner or by 1st Class Next Day Royal Mail Tracked Delivery.· Next Day deliveries are subject to orders being placed and processed before 2pm on the day of dispatch and also subject to stock item availability. Goods will only be dispatched on a standard UK Working Day and excludes all UK Weekends and Bank Holidays unless otherwise requested and paid for.
  • UK Mainland Express Allow Up To 2 Working Days for Delivery (Where Available - Price As Indicated in the Drop Dwn Menu at Checkout)
    On all deliveries where the Customer has selected UK Mainland Express Delivery, Baselayer will dispatch parcels via its selected Delivery Partner.· Express Deliveries are subject to orders being placed and processed before 2pm on the day of dispatch and also stock item availability.· This service can take up to 2 working days to arrive and is not a "guaranteed" next working day service.
  • UE European Union Deliveries (Where Available - Price As Indicated in the Drop Down Menu at Checkout)
    On all European orders, the cost of carriage is as detailed in the drop down menu at the time of ordering and may be subject to variations without notice. All orders placed for European Union Delivery are subject to possible weight restrictions that "may" result in additional charges over and above those quoted.· Baselayer reserves the right to apply these charges as required or to refuse to process the order unless appropriate additional fees are paid for in full.
  • Rest of World Deliveries (Where Available - Price As Indicated in he Drop Down Menu at Checkout)
    On all deliveries required to destinations other than the UK or European Union, charges for Rest of World will apply as detailed on the Baselayer web site.· All orders placed that are required to be dispatched to any destination other than those specifically stated on the web site within the UK or European Union, are restricted to 2KG in weight.· All charges for goods shipped overseas to non EU destinations, may therefore be subject to weight restrictions and any additional costs for dispatch for parcels exceeding the allowable limit, must be borne by the Customer before dispatch is made.· The Customer is also responsible for any Local Border Taxes that "may" be applied on arrival to the country of destination.
  • BFPO-British Forces Posted Overseas (Where Available - Currently FREE and "generally" limited to 2KG)
    Whilst available from UK Royal Mail, Baselayer will deliver free of charge, any parcel to any active British Forces service personnel serving Overseas (BFPO) subject to all publicised Armed Forced restrictions.· Once a parcel has been sent to a Customer on active service abroad, Baselayer is unable to track that parcel until it arrives at it's scheduled destination.· Non-Delivered Items Due To No Contact At Delivery Address:
  • Failed Delivery Due To Customer Neglect:
    Baselayer™ provides a FREE UK delivery service at this time. It is the responsibility of Customers to ensure there is someone at the delivery address given at the time of delivery in order that goods can be signed for. In the event that an attempted delivery is made but there was no response from the address details provided and the Company or it's Delivery company are unable to obtain a telephone or e-mail response from the recipient and the goods are returned to Baselayer™, the Company reserves the right to deduct the original transport cost component from any refund then made. If the Customer then requests the items to be re-sent, then the order will need to be re-processed as a completely separate transaction which will then be subject to our standard delivery terms. If the Customer requires the goods to be delivered to a new address when the goods are still out with the delivery company and that new address is outside the delivery company's delivery zone, the Company will have to charge the Customer an administration fee equal to the charge that is made on it by the delivery company. Where any fault is with The Company, there will be no cost implications to the Customer.
  • Return Goods: Baselayer™ does not currently offer a "Free Returns" facility.· The cost of goods being returned for exchange or refund is borne by the Customer in full unless goods are faulty or incorrectly supplied by Baselayer™ under which circumstances, Baselayer™ will pay for or offer reasonable compensatory costs to the Customer for the cost of returns upon proof of payment made for doing so.
  • Delivery Variation Requests By Customer

    All deliveries sent by Baselayer may be subject to a receipt signature on delivery unless otherwise arranged with or decided by Baselayer™.· Periodically, Baselayer™ will elect to use a non-recorded delivery mechanism from Royal Mail if they deem it appropriate to do so.· If a Customer requests an item to be delivered and request the parcel to be "placed in a safe location" Baselayer will not unreasonably refuse the request subject to it's own assessment of the validity of the request.· If the request is made and accepted and the parcel is left as instructed and subsequently disappears through no fault of Baselayer™ or it's Delivery Company, the goods cannot be refunded or replaced as the fault lies with the Customer for failing to ensure a secure location to be left.· Baselayer™ accepts no liability for loss or damage caused by inadequate Customer security on making such a request.

Prices [top]

All prices shown are in UK (£) sterling only.
All prices include UK VAT at current HM Government rate where applicable.
All prices are subject to change without prior notice.

On EXPORT ORDERS outside of the EU we will deduct the current UK VAT rate where appropriate and allowable by UK Tax laws. (Local import duties may be payable on receipt of your goods).

Payment Options [top]

  • Credit / Debit Card / PayPal®
    (Visa, MasterCard, Maestro, Solo, American Express, PayPal® and all other major Credit/Debit cards)

    If using your credit/debit card please ensure that you provide the correct card details, expiry date and issue number if applicable
  • Cheque
    Cheques should be denominated in Pounds Sterling and drawn on a UK bank. Please make your cheque payable to: Baselayer™ Ltd.· We cannot dispatch goods until your cheque payment has cleared.
    Cheques cannot be accepted on overseas / international orders. If paying by cheque, we can only despatch your order once your cheque has been cleared. Please allow up to 28 DAYS for this clearance procedure.

    VERY IMPORTANT! Kindly remember to write your home address and cheque card details on the back of your cheque.
  • Sterling draft
    Please make your sterling draft payable to: Baselayer™ Ltd
  • Postal order
    Please make your postal orders payable to: Baselayer™ Ltd
  • Cash
    Cash payment can be made in UK sterling only. For your own security, please ensure that you send any cash by SECURE REGISTERED MAIL.

Shopping Online (Security) [top]

You can shop in total security, protected by Secure Server Technology.· Click here for Certification Security Validation Certificate

Stock Availability [top]

If you would like to check on the immediate availability of stock, we suggest that you contact us by telephone on 01689 603675. We cannot guarantee the permanent availability of all stock lines. If a product is out of stock we'll give you the best information we can on a estimated delivery date.

Out of Stock Items [top]

Where a payment is made on-line and the item is out of stock and a refund is requested, Baselayer™ will refund all funds immediately requested to do so. If an item is temporarily out of stock, you will be advised accordingly. Any out of stock item(s) are charged for at the time of ordering and will be dispatched the moment the stock is available.· Where a part order is fulfilled and the additional items follow on, you will not be charged postage on such follow on orders.

Returns and Refunds [top]

We do hope that you will be pleased with your selection from Baselayer Ltd. If for any reason you wish to return or exchange an item, it would be most helpful if you could contact us by telephone or e-mail first.

If you want to return an unwanted product, this must be returned to us with its original product Tags and where applicable, boxxes in tact, although we accept that some packaging will likely be damaged due to the nature of plastic bags. All unwanted goods must be returned to us within 28 days of the date of dispatch. We will then refund you the money that you have paid us for that product.· We aim to keep this process as simple as possible. These terms do not affect your statutory rights.· For Christmas Returns variations, please see our Terms & Conditions terms-conditions.php.  Baselayer™ offers a FREE delivery option and any refunds where the Customer has paid for faster or overseas delivery, will not be refunded.  Only the cost of good is refundable in such circumstances.


Please note that we cannot refund or exchange any items clearly worn, washed or damaged other than where the garment is defective in manufacture.· Please also be aware that Baselayer™ reserves the right to refuse to refund or exchange any item that was purchased as a special order item and that is not normally stocked as part of the Company's range. Any items returned for refund or exchange, must meet the Company's terms and be "Re-Saleable" and be returned with their original un-damaged packaging (we acknowledge the need to open plastic bags but please endeavour to take care when doing so) , must clearly have not been worn other than to try on for size, must not smell of cigarette smoke or fabric softener/washing liquid, must be devoid of any residue caused by anti-perspirent / deodorant, must not smell of body odour and must be devoid of any marks or damaged that was clearly not caused by any manufacturing defect.· Goods must also have their original manufacturer tags attached and in tact where applicable.

Fixed Price Tracked Returns Facility

Baselayer™ is able to offer it's UK customers the benefit of a Fixed Price Tracked Returns facility.· This enables our UK customers to return items to us at a fixed pre-purchased price and offers the convenience of simply taking the package to a local Post Office and obtaining a proof of postage receipt. This service is available for all returns to Baselayer™ up to 1KG and is restricted to UK locations serviced by UK Royal Mail only.· To obtain a Fixed Price Tracked Returns Label, simply click here:· Tracked Returns Label

Faulty Returns.

It happens.· It's the very nature of manufacture that faults will happen.· Not a problem.· All of our brands have excellent policies regards any faults in their goods and will exchange, repair or refund in line with their policies.· If you are returning an item for exchange or refund due to a "Manufacturing" Fault, again please advise us by e-mail / phone to let us know.· All we ask is one thing of you "PLEASE WASH ANY ITEMS YOU ARE RETURNING AS FAULTY BEFORE SENDING THEM BACK".· It's not the most pleasant experience receiving back a pair of very smelly shoes for example.· A quick dip in the washing machine would be very much appreciated.

Refunds of Postage and Packaging Charges

Baselayer offers a FREE UK delivery.  Where a customer chooses to expidite their delivery option and pay for delivery and then returns some or all of their order for refund where no fault is applicable, the cost of postage paid is NOT refundable in accordance with Distance Trading Laws amendment October 2015.  Where there is an error on the part of Baselayer or a fault with the goods, then all costs of Post and Packaging will be refunded accordingly.

Special Offer Multi-Buy Deals

From time to time, Baselayer™ Ltd offers its customers the opportunity to purchase items on special offer package deals as multi-buy offers.

These offers are subject to specific terms and conditions in respect of refunds and are subject to limited availability of special stocks that are purchased to enable these deals to be offered. Baselayer™ Ltd reserves the right to withdraw any offer it may run without notice and to decline to fulfill orders placed that are incorrectly completed outside the terms of any offer made. Baselayer™ reserves the right to limit to a maximum number of offers per customer as it decides but will usually allow an offer to be mixed in terms of sizes as required within the acceptable scope of any offers made.

In the event that any customer purchasing any multi-buy deal, returns individual items that were part of the deal for a refund, the refund will be proportional to the value of the retained item(s) in the event that any retained item(s) had been purchased at our standard published prices and not a direct fraction of the special offer multi-buy deal price.

For example: Baselayer™ sells an item at £20.00 each at normal retail price. However, Baselayer™ may offer the opportunity to purchase two of these items at a special deal price of £30.00. If a customer takes advantage of the offer and purchases two items at the special price of £30.00 but then returns one of these items for a refund, that refund will be for £10.00 making the price for the retained item equal to the standard purchase price of a single item.

All offer calculations are based on the offer items being purchased together to make up the Special Offer multi-buy deal and all items being retained by the customer.

If one item is returned for refund, that refund will duly reflect the actual purchase price of a single item purchase as opposed to the Special Offer price which is exclusively reserved for items purchased together and retained by the customer on any deal Baselayer elects to run.

Faulty Goods / Incorrect Items Returns for Refund/Exchange

Where Baselayer™ has sent incorrect goods to the Customer in error due to mis-picked items or other reasons, or where a fault occurs in an items that warrants return, Baselayer™ will accept full responsibility for such an error/fault and will undertake to resolve such errors/faults as quickly as we can.· In such circumstances, Baselayer™ will ensure that no additional costs are borne by the Customer.· Baselayer™ will NOT refund any return postage costs but will provide a FREE RETURNS POSTING FACILITY for customer's to use to return incorrectly supplied goods.· Should the Customer choose to return the goods at their own cost and not obtain a FREE TRACKED RETURNS LABEL from Baselayer™, that cost shall be borne by the Customer unless otherwise agreed beforehand.

Returns Address [top]

You will be responsible for the item(s) until they reach us. For your own protection we suggest that you use a secure delivery method which requires a signature upon delivery, such as Royal Mail 1st Class Recorded Delivery. Please send your return(s) to us at the address on the invoice and in the Contact Details on the web site contact-us.php.··

Exchanges [top]

To obtain an exchange, the goods must be returned with their original tags and all packaging where possible within 28 days of receiving the goods unless otherwise stated. Please enclose a note or our returns form which clearly shows your name, address, contact telephone number along with an indication of the replacement goods you require.· A return delivery charge payable by the Customer will apply for exchange goods requested which is detailed on the invoice.

Faulty Products [top]

If a product is faulty, we will replace the item or refund the product cost in full. Please notify us of any defective goods within 7 days of receiving the goods. This is in addition to your statutory rights.

Complaints [top]

We welcome all feedback regarding our service and we aim to deal with any problems or difficulties experienced by our customers both quickly and fairly. If you feel you have a complaint to make, please call or e-mail us.

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