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FAQ

Can I change or update my order?

Since we process our orders quickly, in most cases it’s not possible to change or update your order. You can however give us a call at +45 78737270 or try to reach us on chat and we will do our best to accommodate any changes before the order is packed for shipment. Please note however that this is not always possible.

What's your return policy?

For orders placed in the months November and December, you can register for an exchange, store credit, or a refund within 60 days of receiving your parcel, for all other months of the year you can return within 30 days. Please make sure all returned products are unworn, unwashed, and neatly folded in the original packaging including all tags. If you fail to do so, we will not accept your return.

We offer free return shipping for Exchanges and Store Credit.

For Refunds, we ask you to cover the return shipping. We will send you a pre-paid return label and deduct the return shipping cost from your refunded amount. The return shipping cost varies depending on you country: you can find the cost per country here. The money will be refunded to the same method you used to pay for that order (including gift cards).

How will Brexit influence my purchase if ordering to the UK?

For all customers ordering from the UK:

As we are located in Denmark, you might be charged duties/VAT for your order upon arrival, due to Brexit.

Duties and taxes

The duties/taxes will depend on the value of the shipment. The UK has set the following thresholds for goods from the EU:

for orders up to 135 GBP, no duties will apply.

for orders over 135 GBP, additional duties/taxes may apply. Please note that Organic Basics does not have any control over these fees and cannot advise as to what the costs will be.

Transit time

Also note that, due to additional customs processes, you might experience a slight delay in the delivery of your parcel. At this moment we are unable to predict the exact transit time.

For all returns from outside of the EU.

If you are returning from outside the EU or the UK, please clearly label your package as “RETURNED GOODS” and attach your invoice/return form on the outside of your return parcel. You'll be able to find the invoice/return form in the email with the return instructions. Attaching the invoice on the outside of the parcel is very important, as failing to do so will result in a 15 EUR charge that we will need to put on you — and we don’t want that.

What do I do if my order is delayed?

Occasionally, shipping carriers experience delays for various reasons. We kindly ask you to be patient. If, however, you believe your parcel is lost, please contact us at hello@organicbasics.com and we’ll help you out.

Are you looking for collaboration partners?

Interested in working with us? Awesome! Please apply for collaborations here.

What's the status of my order?

We process all orders within 2 working days after the order was placed. You’ll receive a shipping confirmation as soon as your order leaves our warehouse. Please note that we only pack orders on working days and that it can take up to 1-2 business days for your tracking link to update. If you did not receive a shipping confirmation after 2 working days, you can always reach out via the live chat or at hello@organicbasics.com, and we’ll be happy to help!

What size am I?

We know online shopping can be tricky for fit and sizing. We have done our best to create a size guide that can help you find the right size — you can find the size-chart on all of our product pages. If you’re in between sizes, do not hesitate to contact us at sizing@organicbasics.com.

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Orders & Shipping

Can I change or update my order?

Since we process our orders quickly, in most cases it’s not possible to change or update your order. You can however give us a call at +45 78737270 or try to reach us on chat and we will do our best to accommodate any changes before the order is packed for shipment. Please note however that this is not always possible.

Be aware that our contact hours for chat and phone are Monday - Friday 09.00 - 15.00 CET. 

I think my package is lost.

If you have any issues with your order once it has left our warehouse, please contact your chosen courier, as they are the best at locating your package. If you’re in doubt about the status of your parcel, just send us a message at hello@organicbasics.com and we’ll be happy to help you track down your parcel.

What's the status of my order?

We process all orders within 2 working days after the order was placed. You’ll receive a shipping confirmation as soon as your order leaves our warehouse. Please note that we only pack orders on working days and that it can take up to 1-2 business days for your tracking link to update. If you did not receive a shipping confirmation after 2 working days, you can always reach out via the live chat or at hello@organicbasics.com, and we’ll be happy to help!

Can I refuse a package upon delivery?

If you do not wish to receive your package for whatever reason, you can refuse it and it will be automatically returned to us. If you refuse your package, let us know at hello@organicbasics.com so we can refund you for your order once we have received it back at our warehouse.

How will Brexit influence my purchase if ordering to the UK?

For all customers ordering from the UK:

As we are located in Denmark, you might be charged duties/VAT for your order upon arrival, due to Brexit.

Duties and taxes

The duties/taxes will depend on the value of the shipment. The UK has set the following thresholds for goods from the EU:

for orders up to 135 GBP, no duties will apply.

for orders over 135 GBP, additional duties/taxes may apply. Please note that Organic Basics does not have any control over these fees and cannot advise as to what the costs will be.

Transit time

Also note that, due to additional customs processes, you might experience a slight delay in the delivery of your parcel. At this moment we are unable to predict the exact transit time.

What do I do if my order is delayed?

Occasionally, shipping carriers experience delays for various reasons. We kindly ask you to be patient. If, however, you believe your parcel is lost, please contact us at hello@organicbasics.com and we’ll help you out.

Where do you ship to and what is the expected delivery time?

We ship worldwide.

Order by 19/12/2022 to receive your order in time for Christmas.

Where does Organic Basics ship from?

All orders are shipped from our warehouse in Denmark.

Do you deliver to US P.O. boxes, APO, FPO and DPO destinations?

No, currently we cannot accommodate orders shipped to the above mentioned options.

Do you deliver to DHL Packstations in Germany?

Yes, we do. When placing an order, please enter the Packstation as the address and include the Packstation number as the house number. Please add your customer number in the extra address line (Apartment, suit etc) — not in the “company field”.

DHL will notify you once the parcel is ready for you at the chosen packstation. You can find more information about this here.

Will I be charged duties and taxes?

Within the European Union no duties or taxes will apply. For international shipments outside the European Union, there may be duties and taxes incurred on your shipment that you will be responsible for. Please note that Organic Basics does not have any control over these fees and cannot advise as to what the costs will be, as they vary from country to country. For more information, please contact your local customs office.

Do you process orders on weekends?

No, we only process orders from Monday to Friday.

Sizing

What size am I?

We know online shopping can be tricky for fit and sizing. We have done our best to create a size guide that can help you find the right size — you can find the size-chart on all of our product pages. If you’re in between sizes, do not hesitate to contact us at sizing@organicbasics.com.

What if the size I order doesn’t fit?

If the size you order doesn’t fit you can exchange it for another size, click here to go to our returns page. Please bear in mind that shipping goods back and forth generates unnecessary greenhouse gases that are accelerating climate change. We encourage you to choose your items carefully to avoid unnecessary return shipments.

Is there anywhere I can try on your products?

Send us a mail at sizing@organicbasics.com and our team will be happy to help you find a local retailer for you to try our products. If there are no options near you, we’ll do our best to help you find the right fit.

Exchange & Returns

Are returns free?

We offer free return shipping for exchanges and store credit. If you are returning your products for a refund, we ask you to cover the return shipping cost which will be deducted from your refund amount.

Can I exchange something for a different product?

If you’ve changed your mind and want to exchange what you bought for a different product, you can ask for a store credit when registering your return here and send your original purchase back to us. Once we've received and processed your return, we will issue you a store credit so you can place a new order for the product you would like to have instead.

How do I exchange a gift that I received?

You can register your return here with the original order number and email address, send back what you don’t want to keep. Please note that the return label, exchange, store credit or refund will be sent to the original email and/or address.

Can I try on my products?

We understand that you have to try on your basics to know if they fit, but please keep in mind that if there are remnants of makeup, deodorant, and/or perfume on them, we cannot accept the return. We also ask that when trying on our underwear, you have another pair underneath.

What's your return policy?

For orders placed in the months November and December, you can register for an exchange, store credit, or a refund within 60 days of receiving your parcel, for all other months of the year you can return within 30 days. Please make sure all returned products are unworn, unwashed, and neatly folded in the original packaging including all tags. If you fail to do so, we will not accept your return.

We offer free return shipping for Exchanges and Store Credit.

For Refunds, we ask you to cover the return shipping. We will send you a pre-paid return label and deduct the return shipping cost from your refunded amount. The return shipping cost varies depending on you country: you can find the cost per country here. The money will be refunded to the same method you used to pay for that order (including gift cards).

What if I return an order that I paid for by gift card?

You can absolutely register your return for an Exchange or Store Credit, but note that if you register for a refund the money will go back to the original gift card as all refunds automatically go back to the original payment method.

Can I return something that was bought as part of a pack?

Yes, absolutely! No need to return the entire pack, just send back what did not fit. Note however, that it is not possible to return only one item out of a 2-pack as we don't sell these individually.

What do I do if my product is faulty?

If you received a faulty product, please send an image to hello@organicbasics.com and we will be happy to help you replace the product.

For all returns from outside of the EU.

If you are returning from outside the EU or the UK, please clearly label your package as “RETURNED GOODS” and attach your invoice/return form on the outside of your return parcel. You'll be able to find the invoice/return form in the email with the return instructions. Attaching the invoice on the outside of the parcel is very important, as failing to do so will result in a 15 EUR charge that we will need to put on you — and we don’t want that.

How do I return if I paid with Klarna?

If you paid with Klarna, you can ask for an Exchange or a Refund.

If you want to exchange something you bought from us, you will still need to pay Klarna for the products you are either keeping or exchanging. You then register your return here. Once we receive your return, we will send you the new exchanged product(s).

If you’re asking for a refund, you’ll need to visit Klarna’s app or website and inform them that you are returning (part of) your order and therefore want to put it on hold. You then register your return here. Please note that we ask you to pay for the return shipping cost for refunded items, and you will still receive an invoice for that from Klarna. You can find the amount of the fee in our FAQ under the question “Are returns free?”

How fast will my return be processed?

You have 14 days to register your return after receiving your order. Once you register your return, you have 7 days after receiving your return label to drop off your return parcel with UPS (for returns outside of Denmark) or Postnord (for returns from Denmark).

Depending on where you live, it can take up to 21 days for your return parcel to reach us. We process incoming returns on a running basis, and will be in touch with you about your refund or store credit once your return has been processed at our warehouse.

Exchanges for store credit will be issued instantly via email. For refunds, it depends on your bank and it may take up to 14 days for the money to be visible on your account.

Can I return multiple orders together?

Unfortunately this is not possible. Each order number needs to be registered separately in our return system, and returned as separate parcels so our warehouse can identify your order.

Payment

What payment methods do you accept?

We accept major credit cards including VISA/Dankort, Visa, MasterCard, and for some countries, MobilePay, Klarna and Paypal.

If one of these payment methods was declined, email us at hello@organicbasics.com and we will help you figure out what went wrong. 

I have a gift card and a discount code, how do I use them?

You can use a giftcard and discount code in the same order. Just make sure to enter the giftcard first, and then the discount code after.

Can I use multiple discount codes on one order?

No, unfortunately it is not possible to combine discount codes on one order.

Do you accept bank transfers?

No, unfortunately not.

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Materials & Care

What materials do you use for your products?

We use a range of different sustainable materials for our products. You can read about our materials on the individual product pages.

What do I do if my product is faulty?

If you received a faulty product, please send an image to hello@organicbasics.com and we will be happy to help you replace the product.

How should I wash my basics?

We recommend washing all your basics on low temperature using a gentle detergent. It’s better for the environment and better for your basics. You can find the exact recommendations on the inside of your garment!

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Sustainability

What certifications do you have?

Our organic cotton collection is made with eco-certified organic cotton. This is an independent certificate for our supply chain that includes both ecological and social criteria.

For our Invisible collection, we only use eco-certified nylon. This is a third-party certification that ensures the recycled content of our materials and ensures the process is free from harmful chemicals.

Our TENCEL™ collection is certified STANDARD 100 by OEKO-TEX®. This ensures that every single component and ingredient of our products (e.g. sewing thread, textile, and prints) have been thoroughly tested and include no harmful substances.

What materials do you use?

We handpick every single fabric based on its environmental footprint and lifetime durability. We only ever use Class A and B fibers and as we go we’ll only ever look for the most responsible fabric material and technology available. That means natural, renewable, recycled, biodegradable and or low-impact textiles only.

We use eco-certified organic cotton, Italian eco-certified recycled nylon made from pre-consumer textile waste, TENCEL™ Lyocell sourced from central European forests, Italian recycled wool and Italian recycled cashmere from post-consumer textile waste.

What does it mean to be a B-Corp?

This is a private certification for our entire company that is issued by B Lab, a global nonprofit organization, and it certifies that we are balancing profit and purpose i.e. we are meeting the highest standards of verified social and environmental performance, transparency, and accountability.

Are your products vegan-friendly?

Yes, all our products are PETA Approved vegan friendly - except for our Cashmere and Merino wool collections, which are made from animal fibers.

How are your products produced?

We only work with trusted, certified European factory partners - these are the good guys. They have the same sustainable vision as us and follow it through by continuously reducing their environmental footprint. These factories also ensure that their workplace is free of child labor and forced labor, their workers are surrounded in a safe working space, paid a living wage, offered employee perks like free lunch and childcare and of course, they are treated with respect at all times. We currently produce in Portugal, Turkey, Italy, Austria and Scotland. You can read more about them here.

Do you offset emissions?

We’ve partnered up with One Carbon World to go carbon neutral. That means we offset all emissions in our value chain – such as production, shipping and our HQ. You can read more about them under the question 'What is One Carbon World?'.

What is One Carbon World?

One Carbon World is a global resource partner of the United Nations “Climate Neutral Now” Initiative and it’s an organisation that certifies businesses as carbon neutral by helping them measure, reduce and offset their emissions. In order to help us go carbon neutral, One Carbon World is investing in VER and CER projects worldwide that have been retired from the United Nations platform, like the Guanaré Carbon Sequestration project in South America.

Together with One Carbon World we can say goodbye to carbon and take meaningful action against climate change.

What is the Impact Index?

The Impact Index is a tool for measuring the environmental footprint of our products compared to traditional industry practices. Our measures include water, energy, waste, chemical usage and CO2 footprint. On our product pages, we report the environmental savings from choosing organic, low impact and recycled materials as well as responsible suppliers. We use this tool to measure our impact and improve our supply chain.

Get in touch

Customer Love

Is there anything else on your mind that you can’t find the answer to? Send us a message on the live-chat, give us a call at +45 78 73 72 70 or send an email at hello@organicbasics.com.
We’re happy to chat.

Wholesale

If you’d like to become a wholesale partner of Organic Basics, you can apply here or send an email to wholesale@organicbasics.com.

Partnerships & Influencers

If you’d like to use your Instagram profile, blog, magazine, podcast or YouTube channel to help us spread the word about our sustainable basics, click here to read more or send us a email at partnerships@organicbasics.com. Be sure to include links to your platforms as well as some information about the kind of content you produce!

Sizing

Can’t quite decide which size would be best? Send us an email at at sizing@organicbasics.com and we’ll help you find the right size.

Returns

Issues with returns or exchanges? Send us an email at returns@organicbasics.com and we’ll be happy to help.

Contact

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