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Faq faq


What are the benefits of having a Basique account?

(1) Easily edit your personal and payment information.View your order history.

(2) Follow up the status of your recent orders.

(3) Enjoy exclusive discounts and promotions if you have signed up to our newsletters.

How do I register?

Click the account icon in the home navigation bar, then click the 'Sign Up' link and fill in your name, email address, and password as required. Finally click the 'CREATE' button.

I forgot my password, what should I do?

Click the account icon in the home navigation bar ,then click the ‘forgot your password?’ link. Follow the instructions to reset your password.


What payment methods can I use with my order?

You can pay for your items in many ways! Your payment method is charged at the time the order is placed, including for those items that are pre-sale and personalized products. This will ensure that your order is placed in the queue to be fulfilled and shipped as soon as they are available!

Please note that once the order has been placed, we are unable to change the method of payment and/or currency.

Credit card or Debit Visa Card

If you have a Basique account, your default billing information will appear at checkout. Otherwise, you can manually enter the payment details at the time you place the order. Kindly note that depending on the restrictions on your card, the transaction may be declined by the bank. We do not accept prepaid credit cards, Visa/Mastercard gift cards, or Discover cards at this time.

Basique reserves the right to detect and check the validity of the card used and may decline transactions depending on the result of these checks.


Simply click the PayPal option during checkout where you will be asked to log into your PayPal account. Once the order is completed, you will be redirected to the Basique site.

Is it safe to purchase items on

Absolutely! it is safe to shop on All your personal information and credit card, long with the transaction process will be encrypted.

Before confirming the transaction, our payment department will check whether there is a fraud in each transaction to ensure your safety.

When will I be charged?

As soon as an order is completed, a payment authorization will be automatically made to verify the validity of a card and any available funds, and the order amount will be debited from your account.

How is refund processed?

For questions on returns and exchanges, please check here.

Please note Basique cannot issue a refund to a method of payment that is different from the one used to place the order. Upon receiving your returned item at our warehouse, it will take up to 10-15 business days for the returns team to process and send you a return confirmation email.

Credit card or Debit Visa Card

From the day the return is processed by the returns team, depending on your bank, it will take around 5-10 business days for the fund to reappear on your end. Should you have cancelled your credit card or reissued a new one, the amount will be transferred by the bank.


Once a refund has been made back to your PayPal account, you will receive a notification from PayPal. It may take around 5-10 business days for you to see the fund on your bank account!

Will I be charged duties, taxes and any other fees?

Duties and Taxes

Import taxes and duties are included in the price of the products and there are no additional charges upon delivery and orders.

Foreign Transaction Fees

Basique does not charge any additional fees other than the total amount owed for the order. Other fees would have been applied by your bank and are not under the control of Basique. As we're based out of Canada, banks in other countries may consider us a 'foreign company' and charge additional international fees on their own. We are not able to provide a refund for any foreign transaction fees.

Should you have confirmed that the charge was made on Basique’s end, please reach out to our customer happiness team at with the details on the charges!

How does discount code work?

Simply enter the discount code by using the New Customer? button found in cart! Or to put the code in the Gift card or discount code column at the checkout page. A limit of one discount may be applied to each order. If a second discount code is applied, our system will automatically select the better deal and the other discount will not be applied. Discount codes cannot be used in conjunction with free shipping discount codes, referral credit, referral codes or any other type of discount. Basique has the right to hold and or cancel orders that use more than one discount code.


How do I track my order?

Once your order ships, you’ll receive a shipping confirmation email. This email will include your tracking number and a link to check order status.

You can also track your order here.

Can I cancel or change my order?

To cancel or change the order, please contact our customer service as soon as possible. If the product has been shipped or you have received a shipping confirmation email, the order status cannot be modified.


How can I track my order?

We will send you a shipping confirmation email with your tracking number as soon as the order is sent.

Or you can track order here.

How do I change my address once an order has been pleaced?

Please contact customer service immediately to change your address before the shipment. Once the items are shipped, the address cannot be changed.

Can I cancel the order?

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get a full refund. We cannot cancel the order once the product is already shipped out.

I ordered more than one item. Will they all be delivered at the same time?

We try to make sure all your items reach you at the same time. Sometimes our products are not always sent together since different shipping options can be used, depending on the product. Once an item has been shipped, you will receive a shipment notification email.


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