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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 UK Delivery are sent out using our selected carrier and in general can take 3 to 5 days. Our Express next "Working" day service excludes 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. Royal Mail terms and conditions will apply in such circumstances.
  • 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 UK & Northern Ireland orders placed, Baselayer does not currently charge for "Standard" Delivery except where stated. Please be prepared to wait up to 3 to 5 Working Days for FREE deliveries to the UK mainland and Northern Ireland destinations.
  • UK & Northern Ireland 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 4pm 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 & Northern Ireland Express Allow Up To 2 Working Days for Delivery (Where Available - Price As Indicated in the Drop Down 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 4pm 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.
  • EU 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.
  • EU & 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 delivery charges 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, are restricted to 2KG in weight.· All charges for goods shipped overseas to non UK 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 offer a "Free Returns" facility for one time exchanges only.· The cost of goods being returned for second time 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 orders goods to be delivered and requests the parcel to be "placed in a safe location" such as a hiding place within the grounds of their delivery location or at a named location/address nearby, the Customer does so at their own risk. Baselayer will not unreasonably refuse the request subject to it's own assessment of the validity of the request and based on the overall value of the shipment.  Such instructions are accepted only with the customer accepting full liability should the goods go missing once delivery has been made.  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.  Should an issue arise, the recipient can raise the matter with the delivery company directly and Baselayer will provide all the necessary contact information for the recipient to do so. 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, PayPal® Apple Pay, and many 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.

    Baselayer will only refund or exchange if the following minimum criteria are met: 

    • Goods must be returned within 30 consecutive days of original purchase date except where otherwise agreed (see our Christmas Returns Policy Here)
    • Goods will only be exchanged or refunded if they are returned in "saleable" condition with original packaging in tact where physically possible.  See Returns Terms & Conditions for clarification.


    If you are exchanging your item due to size etc, simply email quoting your order number and the item required in exchange.  We will then send you by email a FREE Tracked Returns Label.  Simply use this to return your item ensuring you enclose details of who it is from and the exchange item required and we will dispatch your replacement goods.  If there is a greater cost difference from the original purchase, this difference needs to be paid prior to dispatch.


      The customer is responsible for return costs except where there has been an error on our part, an exchange is required or there is a fault with your item. Once we have your item(s) back with us we will process this for a full refund in line with our terms and conditions, as soon as we can. Refunds are "Batch Processed" and therefore may take a few days to be processed. Finally, please ensure you return all items to us by a recorded/tracked mechanism to ensure you are covered for any transportation losses. 
      For your convenience, Baselayer offers a Fixed Price Tracked Returns facility where you can obtain a fixed price printable label for returning goods up to 2KG in weight within the UK. Baselayer™ cannot accept any liability for goods being returned that cannot be tracked and go missing in transit.  



        Please note that we cannot refund or exchange any items clearly worn, washed, personalised by branding 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-perspirant / deodorant, must not smell of body odour and must be devoid of any personalisation branding, 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 2KG 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 pants 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 expedite 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 fulfil 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.

        Exchanges [top]

        To obtain an exchange, the goods must be returned with their original tags and all packaging where possible within 30 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.