FAQ
FAQ
Return Policy
Please register your return here.
Once your return is registered, you'll receive a printable 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) - please note that Instant Exchanges are sent as soon as the exchange has been registered, but will be charged if the returned items haven’t been shipped back within 10 days. Please note that big returns might take longer to get approved.
Most of our customers prefer exchanges or store credit, as these come with free return shipping and store credit returns get a 25% bonus added to their gift card.
Exchange orders returned for store credit are not eligible for the 25% bonus.
Returns for refunds
If you’d still like a refund, that’s no problem as the return shipping fee will just be deducted from your refund. The fee covers return shipping to our warehouse. You can check the return cost for your country here. Refunds are sent to the original payment method, including gift cards. If you’re returning everything in your order, we’ll also refund the original delivery cost.
Return Conditions
Returned items must be unworn, unwashed, and neatly folded in their original packaging with all tags attached. You’re welcome to try on the items as you would in a store. If they’ve been used beyond that, we may adjust the refund depending on the condition.
Exchange Window
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.
Fair Use Policy
We monitor order and return activity to ensure fair use of our services. Where we identify unusually high return levels, we may limit or refuse future orders. This helps us keep our operations sustainable and fair to all customers.
Order Status
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!
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 and we’ll help you out.
PostNord Tracking
Importantly, if you have received a Postnord tracking link, please use the tracking number provided by Postnord on your local carrier site to monitor the latest updates with your shipment. Only on your local carrier tracking page will you be able to locate a pick-up point for example. See here for a list last-mile local carriers.
Change 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. Be aware that our contact hours for chat and phone are Monday - Friday 09.00 - 15.30 CET.
When contacting us about an address change, please write out the address in the following format to ensure our AI Chatbot reads the address correctly (use the shift button to jump to the next line without sending the message):
Name Name
Street including number
Zip code, City
Country
E.g.:
Gabrielle Solis
Wisteria Lane 24
T0H 0B4 Fairview
Canada
Please note however that an address change is not always possible.
Suspicious or fraudulent activities
If we identify signs of fraudulent activity or violation of our terms of service, we may choose to limit your return options or delay your return approval depending on the condition of your return. Additionally, in certain cases, we reserve the right to not process a refund, remove the 25% store credit bonus as well as to suspend your account.
Examples of behaviour which may trigger these actions include: missing items from returns, returning worn or used items, manipulating return labels.
Please be aware that we also reserve the right to take further legal actions and to notify the appropriate authorities.
Our use of AI
We use AI for certain automations in our system such as our chatbot as well as our automated email responses. We do this in order to provide quicker and more efficient support for you. That said, our chatbot is not perfect so mistakes do occur. In the event of any discrepancy, our official policies and terms of service will prevail. We understand this can be frustrating and appreciate your patience. You can of course always ask to speak to a representative and you will be transferred to our team as soon as possible.
OBee can help you with many topics including cancelations, address changes, returns and much more. For more personal help such as product recommendations and sizing help then our customer care team is better suited to help.
Customer Harassment Policy
At Organic Basics, we understand that it can be frustrating if a customer experiences issues with an order and understand that in times of distress, people may act out of character, but we do not condone inappropriate or hateful demands or actions by customers towards our employees.
To ensure a safe working environment and protect our employees, we have established a Customer Harassment Policy that you can read more about here.
Let's Collab!
Interested in working with us? Awesome! Please apply for collaborations here.
Contact Us
Orders & Shipping
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. Be aware that our contact hours for chat and phone are Monday - Friday 09.00 - 15.30 CET.
When contacting us about an address change, please write out the address in the following format to ensure our AI Chatbot reads the address correctly (use the shift button to jump to the next line without sending the message):
Name Name
Street including number
Zip code, City
Country
E.g.:
Gabrielle Solis
Wisteria Lane 24
T0H 0B4 Fairview
Canada
Please note however that an address change is not always possible.
Do you deliver to company addresses?
Yes, we can definitely ship your basics to a company address, but please remember to put both the company name followed by “att: [your name]” in the “Name” section. Otherwise your name won’t show on the label.
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.
Once the parcel has left Denmark, it can be tracked by inserting the tracking number from your shipping confirmation on your local carriers website. Your local carrier can be found here.
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.
Please be aware that we will need to deduct the local return fee from your refund to cover the return journey, restocking fee and handling at our return hub.
Where do you ship to and what is the expected delivery time?
We ship worldwide – the delivery time varies from country to country. Please check approx delivery times here, but do note that the delivery times don’t include the 1-2 days it takes to pick and ship the order here.
Where does Organic Basics ship from?
All orders outside of the US are shipped from our warehouse in Denmark.
Orders to Canada will also be shipped from our warehouse in Denmark and duties will be charged at delivery.
Do you deliver to P.O. boxes, APO, FPO and DPO destinations?
We can only accommodate orders shipped to the above mentioned options within The Netherlands and Germany.
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.
For UK*
For the UK, you have the following shipping methods available. For all shipping methods to the UK, duties are prepaid by us.
- FedEx: With FedEx, duties are prepaid by us, meaning you won’t have to worry about additional fees when your order arrives.
- Royal Mail: You can choose Royal Mail for orders below 130GBP, and there will be no duties for you to pay.
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?
We currently do not have any of our own stores however we have multiple retailers which carry some of our items. You can find these retailers here.
How do I measure my bra size?
- Band Size: Wrap a measuring tape snugly around your ribcage, just under your bust. Make sure the tape is level all the way around.Round to the nearest whole number. If it's an even number, that's your band size. If it's odd, add 1 to get your band size.
- Bust Size: Measure around the fullest part of your bust, keeping the tape level and not too tight. Round to the nearest whole number.
- Cup Size: Subtract your band size from your bust measurement. Use the difference to find your cup size (e.g., 1 inch = A, 2 inches = B, 3 inches)
Exchange & Returns
Instant Exchanges
Materials, Certifications & Care
What materials do you use for your products?
We use a range of different materials for our products. You can read about our materials here.
What does “organic cotton” actually mean?
“Organic” is a legally controlled term: a farm must be certified to a government-recognized organic standard before its cotton can be sold as organic — grown from non-GMO seed without synthetic pesticides or fertilizers. After harvest, our cotton enters a certified chain of custody, so the “organic” on our labels is verified at every step from farm to finished product, not self-declared.
How is organic cotton different from conventional cotton?
Conventional cotton production can be chemically intensive — synthetic pesticides and fertilizers can affect soil, water and surrounding farmland. Organic cotton is grown without synthetic pesticides or fertilizers and from non-GMO seed, using practices designed to sustain soil health and ecosystems. Many of our products are certified to GOTS or OCS, which keep track of the organic fibre through the supply chain. GOTS products are labeled separately — look for the GOTS label on the product and product page.
Is organic cotton better for sensitive skin?
Organic cotton is grown without synthetic pesticides or fertilizers, but non-certified products can still be processed using conventional dyes and processes. GOTS-certified products are free from harmful chemicals: GOTS sets strict requirements for chemical inputs used during textile processing, including the prohibition of dyes classified as skin sensitizers (allergenic dyes). GOTS products are labeled separately — look for the GOTS label on the product and product page.
How do I know your cotton is really organic?
GOTS or OCS certified products keep track of organic fibers as they move through the supply chain, all the way to the finished product. We are certified by Control Union. License number: CU 1067589 GOTS certification: GOTS-20447 TE-ID: TE-00112196 Certifying body: Control Union Certification number: GOTS-20447 License number: CU 1067589
You can verify our GOTS certification here (https://global-standards.org/suppliers/certified-suppliers) and our OCS certification here (https://textileexchange.org/find-certified-company/).
What is the exact fibre composition of your products?
You can find the exact fibre composition on every product page. Many of our products are certified by GOTS, GRS, RWS or OCS (certified by CU 1067589). Certified products are labeled separately. You can see the product certification on the product page.
Do you use recycled materials? Which ones, where?
Yes, we use recycled fibers. We list the exact product composition on every prodcut page. We use at least 50% GRS-certified recycled nylon in our Active, Bare, Mesh, Naked Rib, Smooth and Swim collections. Our Track collection is made with at least 50% GRS-certified recycled nylon or recycled polyester.
What is TENCEL™ / lyocell and why do you use it?
TENCEL™ Lyocell and Modal fibers are made from wood, a natural and renewable raw material carefully sourced from responsibly managed forests. The wood taken from nature is purposefully balanced with forest growth rates, to ensure the continued availability of this valuable resource. TENCEL™ Lyocell and Modal fibers are USDA Certified Biobased Products and contain 100% USDA Certified Biobased Content. For the production of TENCEL™ Lyocell and Modal fibers wood is used for its high cellulose content. Timber from thinning or damaged wood can be used, so Lenzing is not in competition with other industries for high-quality wood. We use TENCEL™ Lyocell and Modal fibers as they are naturally soft and smooth to the touch. TENCEL™ Lyocell and Modal fibers support a natural dry feeling through moisture control.
Is cotton or synthetic underwear more breathable?
Cotton absorbs moisture into the fibre itself and releases it slowly, so it feels dry and airy at rest. Synthetics absorb almost nothing — they move sweat along the surface, which suits high-output sport. Effective moisture control ensures TENCEL™ Lyocell and Modal fibers support a natural dry feeling. For everyday wear we choose absorbent fibres like organic cotton and TENCEL™ Lyocell; for performance styles we use recycled synthetics. Exact composition is on every product page.
Is bamboo viscose really a natural fibre?
Usually not. The bamboo fibre used in textiles is almost never the natural fibre from the plant’s stem — it is cellulose from the bamboo plant regenerated through a viscose/rayon process, so the resulting fabric cannot be considered a natural (or organic) fibre, even if the plant itself was certified. That process distinction is why we lead with organic cotton, in addition to TENCEL™ Lyocell and other fibers.
Why does organic cotton cost more?
Certified organic fibre costs more to grow, with lower yields and certification costs. Every step in the chain is audited, which costs money. What you get for it: verified fibre, restricted chemistry, and a product made to feel good.
Which of your products are GOTS certified?
GOTS products are labelled separately. Always look for the GOTS label on the product page or reach out to us if you're unsure! GOTS producs certified as 'organic' contain 95-100% organic cotton. GOTS products certified as 'made with organic' contain 70-94% organic cotton.
Who certifies you, and can I see the certificate?
We are certified by Control Union. License number: CU 1067589. GOTS certification: GOTS-20447. TE-ID: TE-00112196. You can verify our GOTS certification at global-standards.org and our GRS, OCS and RWS certifications at textileexchange.org/find-certified-company/.
What chemicals does GOTS prohibit?
GOTS sets strict requirements for chemical inputs used during textile processing, including the prohibition of dyes classified as skin sensitizers (allergenic dyes).
GOTS sets requirements for chemical inputs used in certified textile processing, including restrictions and prohibitions relating to specified substances. GOTS chemical approval provides a defined framework for assessing chemical products against these applicable requirements.
GOTS prohibits, among others: AZO dyes that can release carcinogenic arylamines; formaldehyde; PFAS ("forever chemicals") as an input; genetically modified inputs; aromatic solvents; and functional nanoparticles. It also sets strict heavy-metal limits through its "Heavy Metal-Free" criteria. Every dye and auxiliary used on a certified product must be assessed and positively listed on the GOTS Positive List before it may be used at all. GOTS products are labelled separately.
What does GOTS certification cover?
GOTS sets requirements for the entire textile value chain. This allows traceability starting with the raw material and continuing through all processing stages; spinning, weaving and knitting, wet-processing, manufacturing, packaging, labelling and trading until the final distribution of the product. For the end product to carry a GOTS label, every company that is part of the process must be certified.
As a textile processing standard, GOTS does not set its own criteria for organic farming but rather requires that the materials used must be of certified organic origin according to a recognised farming standard. Only textile products made frmo at least 70 percent (label grade "made with organic") or 95 percent (label grade "organic") certified organic raw materials can become certified to GOTS.
What's the difference between GOTS and OEKO-TEX?
GOTS is a processing standard for products made with organic fibre: it sets requirements for chemical inputs and for the facilities in the chain, including environmental and social criteria such as wastewater and emissions management and workers’ rights. OEKO-TEX® STANDARD 100 is a different scheme that tests finished fabrics against substance limit values. Many of our products are GOTS certified. GOTS products are labelled separately.
What do the labels and logos on your packaging mean?
Traceability is a key value of our certification standards. When a product carries the GOTS label, it must include: the GOTS logo; the label grade — Organic (95–100% organic content) or Made with organic (70–94% organic content); a reference to our certifier (Control Union); and the certification number (GOTS-20447). The GRS logo verifies the recycled material content (min. 50%) of the full-product or component. The OCS logo verifies organic material content (OCS 100: 95–100%, or OCS Blended: min. 5%). The RWS logo verifies wool is sourced from farms meeting animal welfare and land management standards. The 1% for the Planet logo is a company commitment. We donate 1% of annual sales to environmental nonprofits. We are a proud B Corp™, meaning the company meets verified standards for social and environmental business practices.
Note: GOTS, GRS, OCS, and RWS are product-level certifications with certification numbers. 1% for the Planet and B Corp apply to the company as a whole.
What is the Global Recycled Standard (GRS), and which of your products carry it?
Organic Basics is certified to the GRS, CU 1067589. The purchase of Global Recycled Standard (GRS) certified products demonstrates demand for recycled content and best processing practices in the supply chain.
Products certified to the Global Recycled Standard (GRS) contain recycled content that has been independently verified at each stage of the supply chain, from the recycler to the final product. In addition, facilities from the recycler to final supplier have met social, environmental, and chemical requirements.
GRS certified products are made with at least 50% recycled content. Our Active, Bare, Mesh, Naked Rib, Smooth and Swim collections are made with at least 50% GRS-certified recycled nylon. Our Track collection is made with at least 50% GRS-certified recycled nylon or recycled polyester. We list the exact product composition on every product page.
Do natural fibres shed microplastics?
Microplastics come from synthetic fibres, not natural fibers. Products made with natural fibres can shed microfibers. Where products contain synthetics — like elastane for stretch or recycled nylon — we recommend washing with a GUPPYFRIEND washing bag to try avoid or reduce microfiber pollution. Our exact product composition is on every product page
Which of your products are free from harmful chemicals?
At Organic Basics, the safety of our products & workers throughout our supply chain is a priority.
Within our quality assurance process, we distribute our chemical requirements including our Restricted Substance List (RSL) to all our supply chain partners. We then perform testing and audits to ensure safe practices and chemical use compliance. Our procedures meet or exceed local and international standards such as, but not limited to: AFIRM, CPSIA, CHCC, REACH, and CA Prop 65.
GOTS has strict chemical criteria aimed at protecting the health of workers, the environment and the end consumer. GOTS prohibits allergenic and carcinogenic chemicals, and those that don’t meet rigorous conditions, including flame retardants, PFAS and toxic dyes.
Does your underwear contain PFAS (“forever chemicals”)?
At Organic Basics, the safety of our products and of workers throughout our supply chain is a priority. Within our quality-assurance process we distribute our chemical requirements, including our Restricted Substance List (RSL), to all supply-chain partners, and we perform testing and audits to ensure safe practices and chemical-use compliance. Our procedures meet or exceed local and international regulations. In addition, GOTS prohibits per- and polyfluorinated substances (PFAS) as inputs in certified processing.
GOTS products are labelled separately.
Are there harmful dyes in your products?
At Organic Basics, the safety of our products and of workers throughout our supply chain is a priority. Within our quality-assurance process we distribute our chemical requirements, including our Restricted Substance List (RSL), to all supply-chain partners, and we perform testing and audits to ensure safe practices and chemical-use compliance. GOTS additionally prohibits dyes classified as skin sensitizers (allergenic dyes) in certified processing.
GOTS products are labelled separately.
How long should your products last?
Every production batch passes durability testing as part of quality control: colour fastness (to washing, to chlorine and non-chlorine bleach), dimensional stability to washing, appearance after 3 washes, and seam stretchability. See “How should I wash my basics so they last” for care instructions.
How should I wash my basics so they last?
You can find the exact recommendations on the inside of your garment and on the product page.
We recommend washing all your basics on a low temperature using a gentle detergent. Modern laundry detergents are designed to clean your garments at low temperatures, some even work as low as 20ºC. Just check your laundry detergent to know exactly what temperature it is designed to work at.
When washing your products made more than 50% recycled synthetic materials, we recommend using a GUPPYFRIEND bag to try avoid or reduce microfiber pollution.
Do your products shrink?
Natural fibres move a little. Our garments are cut to accommodate normal wash behaviour at the recommended care (30°C, no tumble dry); machine-drying at high heat can shrink cotton beyond that. If an item shrinks under recommended care, that’s not normal — contact us. [pending Production/QC check]
Should I wash new underwear before wearing it?
We recommend washing new garments before first wear, as is good practice for anything worn against skin. Please note our return policy: items can only be returned unwashed and unworn — so make sure the fit is right before that first wash.
How can I recycle my packaging?
The outer packaging which has all your shipping information can be recycled with cardboard. The small glassine bags inside the package which contain your clothing can be recycled with paper by peeling or cutting off the stickers. Both packaging bags are made from FSC-certified paper and do not contain plastic.
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.
What is the expiry date of my gift card / store credit?
Gift card purchased from our EU site and sent to customers within the EU are valid for 5 years from the date of purchase.
Sustainability
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 and 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 1-4 (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. Made2Flow 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. 70-95% 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.