SHIPPING

HOW LONG DOES IT TAKE AND HOW MUCH DOES IT COST?

EXPRESS AUS SHIPPING: $10 (2-5 BUSINESS DAYS)

NEW ZEALAND INTERNATIONAL SHIPPING: $15 (2- 4BUSINESS DAYS)

WORLD WIDE INTERNATIONAL SHIPPING: $25 (5 -10 BUSINESS DAYS)

FREE STANDARD SHIPPING WITHIN AUSTRALIA FOR ORDERS OVER $100

FREE SHIPPING FOR INTERNATIONAL ORDERS OVER $200

DO YOU SHIP EVERY DAY?

YEP… EXCEPT WEEKENDS AND PUBLIC HOLIDAYS BECAUSE LET’S BE REAL, THE POST DOESN’T EVEN RUN ON THOSE DAYS.
EVERY SINGLE ORDER IN PICKED AND PACKED BY HAND AT THE FIRST BASE WAREHOUSE. WE WORK AS FAST AS HUMANLY POSSIBLE TO GET YOU YOUR NEW GEAR PRONTO!

ORDERS RECEIVED BEFORE 3PM AEST WILL BE SENT OUT ON THAT DAY. PLEASE NOTE THAT FROM TIME TO TIME SHIPPING DELAYS CAN OCCUR DUE TO PUBLIC HOLIDAYS, PEAK SHIPPING SEASONS OR UNFORSEEN REASONS. YOU WILL BE SENT YOUR TRACKING NUMBER AND A LINK TO TRACK YOUR SHIPMENT ONCE IT HAS BEEN SENT.

IF YOU HAVE ANY FURTHER QUERIES OR NEED US TO FOLLOW UP YOUR ORDER FOR YOU CLICK HERE

WHAT IF I AM NOT HOME WHEN MY ORDER ARRIVE?

YOUR PARCEL WILL NEED TO BE SIGNED FOR ON DELIVERY AND IF YOU ARE NOT AT YOUR SHIPPING ADDRESS AT THE TIME OF DELIVERY, A CALLING CARD WILL BE LEFT TO INFORM OF HOW TO REBOOK ANOTHER DELIVERY OR WHERE TO COLLECT YOUR PARCEL.

HOW DO I TRACK MY PARCEL?

YOU WILL RECEIVE AN AUTOMATED EMAIL WITH YOUR TRACKING ONCE YOUR ORDER HAS BEEN SHIPPED.
YOU CAN JUST FOLLOW THE LINK IN THE EMAIL TO SEE WHERE YOUR GEAR IS AT.
IF YOU NEED MORE INFO OR HELP, JUST DROP US A LINE CUSTOMER.CARE@THISISFIRSTBASE.COM

INTERNATIONAL CUSTOMS DUTIES AND TAXES.. WHAT ABOUT THOSE?

CUSTOMS DUTIES AND TAXES CHANGE CONSTANTLY AND VARY FROM COUNTRY TO COUNTRY. FIRST BASE CANNOT BE HELD LIABLE FOR ANY IMPORT DUTIES, CUSTOMS FEES OR TAXES THAT MAY BE INCURRED ON THE IMPORTATION OF YOUR ORDER. IF YOU ARE UNSURE OF WHAT POTENTIAL CUSTOMS DUTIES MAY APPLY TO YOUR ORDER PLEASE CONTACT YOUR LOCAL CUSTOMS OFFICE FOR PRICING AND CLARIFICATION.

OTHER THINGS OUR INTERNATIONAL CUSTOMERS SHOULD KNOW

ALL PRICES ARE IN AUD (AUSTRALIA DOLLARS).
ALL SHIPPING ADDRESSES MUST BE ENTERED IN ENGLISH. WE SHIP WITH AUSTRALIA POST AND THEIR SYSTEM CAN NOT READ NON-ENGLISH CHARACTERS / COUNTRIES ETC. IF YOU’RE UNSURE OF HOW TO FILL IN YOUR SHIPPING ADDRESS JUST DROP US A LINE AND WE WILL SORT YOU OUT.
SHIPPING TIME CAN VARY FROM COUNTRY TO COUNTRY SO FOR A MORE ACCURATE ESTIMATION OF YOUR DELIVERY TIME JUST ASK AND SOMEONE WILL HELP YOU!

RETURNS

WHAT CAN I RETURN?

YOU CAN RETURN EVERYTHING, EXCEPT UNDERWEAR AS LONG AS IT IS RECEIVED BACK TO US WITHIN 30 DAYS OF PURCHASE.

TO BE ACCEPTED YOUR RETURN MUST BE SENT BACK IN ORIGINAL SALEABLE CONDITION WITH ALL TAGS ATTACHED AND IN ITS ORIGINAL PACKAGING. IT MUST ALSO BE UNUSED, UNWORN AND UNWASHED OR ALTERED IN ANY WAY FROM ITS ORIGINAL CONDITION.

FIRST BASE RESERVES THE RIGHT TO REFUSE A RETURN IF IT DOES NOT MEET THE ABOVE TERMS. IF YOUR RETURN IS NOT ACCEPTED WE WILL SEND IT BACK TO YOU THE SAME DAY VIA STANDARD POST AT YOUR EXPENSE.

DID YOU SAY FREE RETURNS?

YEAH THAT’S RIGHT. WE OFFER FREE RETURNS FOR AUSTRALIAN ORDERS. JUST EMAIL US AT CUSTOMER.CARE@THISISFIRSTBASE.COM AND WE CAN SEND YOU A PRE PAID RETURN LABEL TO GET YOUR ITEM BACK TO US ASAP. TOO EASY.

WHERE TO RETURN TO:

PLEASE RETURN THE GOODS WITHIN 30 DAYS OF PURCHASE TO:

FIRST BASE – CUSTOMER CARE
SUITE 2, LEVEL 1, 3b VICTORIA STREET
PADDINGTON
NSW 2021
AUSTRALIA

WANT A REFUND?

IF YOU PURCHASED A FULL PRICED ITEM YOU CAN RETURN IF FOR A FULL REFUND. SIMPLE.

WE WANT YOU TO BE TOTALLY STOKED ON YOUR NEW GEAR SO IF YOU AREN’T, AND YOU BOUGHT IT ON SALE, WE NOW OFFER EXCHANGES OR A STORE CREDIT FOR SALE ITEMS OR ITEMS PURCHASED USING A DISCOUNT OR PROMOTIONAL CODE (EXCLUDING WELCOME CODES FROM MAILING LIST SIGN UP). SO BASICALLY YOU CAN’T LOSE.

PLEASE NOTE WE DO NOT REFUND THE PRICE OF THE ORIGINAL SHIPPING FROM YOUR ORDER.

DO YOU ACCEPT EXCHANGES?

YES WE DO. JUST FILL OUT THE RETURNS FORM WITH YOUR PARCEL AND SEND US AN EMAIL TO LET US KNOW WHAT YOU WOULD LIKE TO EXCHANGE AND WE WILL MAKE IT HAPPEN.

HOW WILL I BE REFUNDED?

IF YOUR RETURN IS FOR A FULL PRICED ITEM, YOUR REFUND WILL BE CREDITED BACK TO THE CARD OR ACCOUNT USED FOR THE PURCHASE. IF YOU HAVE RETURNED A SALE OR DISCOUNTED ITEM, WE WILL EMAIL YOU YOUR STORE CREDIT ONCE YOUR RETURN HAS BEEN RECEIVED AND APPROVED.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN/RECEIVE MY REFUND?

IT CAN TAKE UP TO 7 WORKING DAYS TO PROCESS YOUR RETURN OR EXCHANGE ONCE RECEIVED BACK AT OUR HQ. WE WILL TOTALLY LET YOU KNOW WHEN YOUR REFUND/EXCHANGE IS PROCESSED, HOWEVER PLEASE ALLOW UP TO 2 BILLING CYCLES FOR THE REFUND TO APPEAR ON YOUR CREDIT CARD STATEMENT BECAUSE WE CAN’T CONTROL HOW THE BANKS ROLL BELIEVE IT OR NOT.

WHAT IF MY ITEM IS FAULTY OR NOT WHAT I ORDERED?

WHAT! NO!! IF BY SOME RANDOM OCCURENCE YOU HAVE RECEIVED A FAULTY/ INCORRECT GARMENT PLEASE USE THE ENCLOSED RETURN FORM TO RETURN THE GARMENT AND TELL US WHAT WENT WRONG. DEPENDING ON AVAILABLE STOCK, WE WILL REPLACE THE FAULTY/ INCORRECT GARMENT OR REFUND THE INVOICED AMOUNT. SOZ ABOUT THAT.

DO I HAVE TO PAY THE RETURN SHIPPING?

FIRST BASE OFFER FREE RETURNS FOR AUSTRALIAN ORDERS WITHIN 30 DAYS. YEP THATS RIGHT. EMAIL US AT CUSTOMER.CARE@THISISFIRSTBASE.COM TO SCORE YOUR PRE PAID RETURN LABEL.

IF YOU ARE AN INTERNATIONAL CUSTOMER YOU ARE RESPONSIBLE FOR YOUR RETURN SHIPPING COSTS.

WHAT IF I WANT TO RETURN MY SWIMWEAR?

EXCHANGES OR REFUNDS ON SWIM PRODUCTS WILL ONLY BE ACCEPTED IF THE HYGIENE STICKER STILL REMAINS INTACT AND SHOWS NO SIGN OF BEING REMOVED.

OH, AND UNDERWEAR?

SORRY SISTER, WE DO NOT OFFER ANY RETURNS ON UNDERWEAR.