FAQ

How do I make a return?

Please register your return here. In order to reduce unnecessary waste and overconsumption, we don't put a return slip in your parcel.

Once your return is registered, you'll receive a prepaid return label. Simply download and print your return label, package your return items safely, and hand in your return package to a courier near you (the courier appears on your return label).

As soon as we have received and approved your return parcel, we will either issue your refund, create your gift card, or send you your exchange item(s).

If you have requested a refund, this will be issued to the original payment method, with the return fee deducted. If you paid with a gift card, the money will go back onto the original gift card, with the return fee deducted.

Can I change or update my order?

As we process our orders quickly, it isn't possible for us to change the contents of your order. You can however give us a call at +45 78737270 or try to reach us by chat and we will do our best to accommodate any address 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.

What's your return policy?

We offer free return shipping for exchanges and store credit. For refunds we charge a location-based return fee to help cover the shipping costs back to Denmark - the return fee is for the entire return not per item. You can find the cost per country here. We will send you a pre-paid return label and deduct the return shipping cost from your refunded amount. The money will be refunded to the same method of payment you used to pay for that order, so if you paid with store credit refunds will go back to the gift card.

You can return for a refund, exchange or store credit within 30 days of receiving your parcel. For orders placed in the months of November and December, you can return within 60 days of receiving your parcel. 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.

What do I do if my order is delayed?

Occasionally, shipping carriers experience delays for various reasons. We kindly ask you to be patient and to keep an eye on the tracking link in your shipping confirmation email. 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. Please check the tracking link in your order confirmation email, which you’ll receive 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 email 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 hello@organicbasics.com with your body measurements, so that we can help you find the right fit.

What if the product I want is out of stock?

If we don't have your product in stock, please use the 'Waitlist' button on the product page to get notified by email when it's back in stock.

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.

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.

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

We ship worldwide – the delivery time is 1-4 days.

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.

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 hello@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 by registering for a return here. 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 hello@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

How do I make a return?

Please register your return here. In order to reduce unnecessary waste and overconsumption, we don't put a return slip in your parcel.

Once your return is registered, you'll receive a prepaid return label. Simply download and print your return label, package your return items safely, and hand in your return package to a courier near you (the courier appears on your return label).

As soon as we have received and approved your return parcel, we will either issue your refund, create your gift card, or send you your exchange item(s).

If you have requested a refund, this will be issued to the original payment method, with the return fee deducted. If you paid with a gift card, the money will go back onto the original gift card, with the return fee deducted.

What's your return policy?

You can return for a refund, exchange or store credit within 30 days of receiving your parcel. For orders placed in the months of November and December, you can return within 60 days of receiving your parcel. 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).

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 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 gift card so you can place a new order for the product you would like to have instead.

How do I exchange a gift card that I received?

You can register your return here with the original order number and email address. 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 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 bundle?

Yes, absolutely! No need to return the entire bundle, just send back what did not fit.Please note 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 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. The return shipping fee is based on your location and can be found here.

How fast will my return be processed?

You have 30 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 at the relevant courier drop-off point. The courier is written on your return label.

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.

Material & Care

What materials do you use for your products?

We use a range of different sustainable materials for our products, including Organic Cotton, Tencel™ Lyocell and recycled nylon. 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?

You can find the exact recommendations on the inside of your garment!

We recommend washing all your basics on a low temperature using a gentle detergent. Did you know that modern laundry detergents are designed to clean your garments at low temperatures? Some even work as low as 20ÂşC! Just check your laundry detergent to know exactly what temperature it is designed to work at.

When washing your recycled polyester, we also recommend using a microfiber-filtering bag, or attaching a microfiber filter to your laundry machine to reduce water pollution.

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 ones order?

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

Do you accept bank transfers?

No, unfortunately not.

Sustainability

What certifications do you have?

You can find out exactly which certifications our suppliers have on the factory pages here. Our organic cotton is certified by the Global Organic Textile Standard (GOTS). You can read more about GOTS here. This is an independent certificate for our supply chain that includes both ecological and social criteria.

Our recycled nylon is sourced from suppliers certified by the Global Recycling Standard (GRS). This certification ensures that the recycled materials are made responsibly on a social, environmental and chemical level.

Our TENCEL™ Lyocell 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 choose our fabrics based on their environmental footprint and lifetime durability, choosing natural, recycled, biodegradable or low-impact textiles only.

Our collections are made from organic or recycled cotton, recycled nylon and Tencel™ Lyocell, which are all considered Class A and B fibers by the 'Made-By Environmental Benchmark for Fibres'.

We have chosen to use a low percentage of elastane in some garments, as its strength improves the longevity and performance of our garments - and helps you build a wardrobe that lasts.

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. As a B Corp, we're part of a global community of businesses that meet high standards of social and environmental impact.

Are your products vegan-friendly?

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

How are your products produced?

We only work with trusted, certified 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. You can read more about them here.

Do you offset emissions?

We’ve partnered up with One Carbon World to offset our carbon 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. It’s an organisation that certifies businesses as carbon neutral by helping them measure, reduce and offset their emissions. We calculate our emissions with the help of Made2Flow. You can read more about them under the question 'Who is Made2Flow?'.

Made2Flow

Who is Made2Flow?

Made2Flow offers validated scope 3 environmental impact measurement solutions for the fashion industry. Made2Flow was founded in Germany by industry veterans and environmental experts. To learn more about Made2Flow and their scalable solutions for the fashion and textile industry, please visit their website.

What is the benefit of measuring the environmental impact of products?

The only way to understand the effect different products have on our environment is by measuring their environmental impact and comparing their environmental indicators Greenhouse gas emissions, water use, land use and more). Without measuring products’ impact it is impossible to draw conclusions nor to work towards a positive change.

How is environmental impact measured?

Impact measurement is based on the Life cycle Assessment LCA methodology in conformity with ISO 14040 and following the latest PEFCR guidelines. LCA is a scientific methodology for assessing environmental impacts of goods, processes or services. It tracks the condition of the environment by using environmental indicators, a methodical tool that uses measurable variables to describe a complex environmental issue. There are multiple different midpoints which serve as calculated environmental indicators, - the main ones are greenhouse gas emissions, water use, land use and more.

What constitutes a high level of personalised data?

Made2Flow aims to base impact calculations on data collected from tiers 14 (final assembly - raw material production). High level of personalized data includes the disclosure of the following suppliers: final assembly, fabric mills and dyeing partners and for each, understanding their energy & water consumption, waste management and machinery in use for producing the specific product.

What is the difference between primary and secondary data?

Primary data is data directly from the supply chain, whereas secondary data is data from other sources such as previous LCA studies, previously collected primary data, etc. Primary data enables the personalization of Life Cycle assessment.

What kind of data is being gathered?

Made2Flow gathers data related to machine use, energy mix, water use, waste management, chemistry, and more. Made2Falow tracks the different processes that took place across the supply chain with the goal to determine the inputs and outputs of each process.

How does Made2Flow complete data gaps?

Made2Flow uses validated secondary data based on previously collected primary data and published LCAs. Made2Flow’s algorithm completes missing data according to its relevance such as time, geography and technology. Continuous data gathering permits to use recent and relevant data both in geography and representative to the specific process and sub processes.

Is geography / location a factor in the calculation of GHG?

Different electricity grids, even within different provinces, are important factors that influence the final product's environmental results.

What are Environmental indicators?

A practical system to track the condition of the environment. An environmental indicator is a methodical tool that uses measurable variables to describe a complex environmental issue.
The main and most indicators are GHG (greenhouse gasses), water use and land use, but there are many more.

What does GHG mean?

Greenhouse gasses are those that absorb and emit infrared radiation in the wavelength range emitted by Earth. Measured in Kilogram Co2 equivalent Kg Co2-eq), they include gasses such as carbon dioxide, nitrous oxide and methane.

What does Water Use mean?

The sum of water used in the direct-process or sub-processes (such as energy generation). Measured in cubic meters (m3).

What does Land Use mean?

The environmental impacts of occupying, reshaping and managing land for human purposes. Measured in square meters (m2).

What is Scope 1-3?

Brands often declare they have reduced or will reduce emissions. When talking about sustainable targets, it is important to understand in which scope the change refers to.


Scope 1 – All direct emissions from the activities of an organization or under their control. Including fleet vehicles, air-conditioning, leaks & fuel combustion on site such as gas boilers.


Scope 2 – Indirect emissions from electricity purchased and used by the organization. Emissions are created during the production of the energy and eventually used by the organization.


Scope 3 – All other indirect emissions from activities of the organization, occurring from sources that they do not own or control. In simple words; the supply chain, the emissions from making the clothes. 7095% of the emissions of the fashion industry are in scope 3. Lack of traceability and inability to perform data gathering prevent fashion brands from calculating their scope 3 emissions.

How is the value chain in the fashion industry divided?

The value chain is divided into 4 main tiers, as follows:


Tier 0 - Direct operations of the brand such as stores, warehouses and offices.


Tier 1 - Final assembly of the items, often referred to as cut & sew facility.


Tier 2 - Preparation and production of subcomponents such as fabrics and trims.


Tier 3 - Process of raw material such as yarn production


Tier 4 - Cultivation, production and extraction of raw materials from earth, plants and animals, such as cotton cultivation, sheep farming or extraction of fossil fuels.

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 hello@organicbasics.com and we’ll help you find the right size.

Returns

You can register your order for a return here. Issues with returns or exchanges? Send us an email at returns@organicbasics.com and we’ll be happy to help.

Contact