Frequently Asked Questions

Payments
what payment methods do you accept?

We accept major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay.
is my payment information secure?

Yes, we use secure socketlayer (ssl) encryption to protect your payment information during transmission. we do not store your full credit card details on ourservers.
how do i place an order?

Simply browse our products, add the items you wish to purchase to your cart, and proceed to checkout. You will be guided through the steps to enter your shipping and payment information.
can i modify or cancel my order after it's been placed?

We process orders quickly, so modifications or cancellations may not always be possible. Please contact us as soon as possible, and we'll do our best to assist you.
 have a discount code. how do i use it?

You can enter your discount code in the designated field at the checkout page before completing your purchase.

Shipping
where do you ship to?

We currently ship to New Zealand only.
what are your shipping costs?

We charge $3.99 as a base shipping cost for all orders under $50. if your order is over $50, your shipping will be free. You can view the shipping costs at checkout before finalising your order
how long will it take to receive my order?

Delivery times vary depending on your location and the shipping method chosen. Typically, orders are processed within two (2) business days, and shipping takes between seven (7) to twenty-one (21) business days.
how can i track my order?

Once your order has shipped, you will receive a confirmation email with a tracking number and a link to track your package.
who is responsible for paying duties, taxes, or customs fees on international orders?

It is the buyer’s responsibility to cover any duties, taxes, or customs fees applicable to their order upon arrival in their destination country.

Returns & Refunds
can i change my mind after i've made my purchase?

Generally, we don't offer returns or refunds if you simply change your mind. We encourage you to choose carefully before you buy.
my order arrived damaged, faulty or incorrect.

Eligibility for Returns

You might be able to return an item if:

  • The item arrives damaged or faulty.
  • The item you got is different from what you ordered (e.g., wrong product, size, or colour).
  • The item doesn't meet the consumer guarantees as per the New Zealand Consumer Guarantees Act 1993 (CGA). This covers things like goods not being of acceptable quality, not being fit for a particular purpose, or not matching their description.

Conditions for Return

For us to accept a return, it needs to meet these conditions:

  • You must request the return within 14 days of the delivery date.
  • The item must be unused, unwashed, and in its original state.
  • The item needs to be in its original packaging with all tags, labels, and accessories still attached.
  • We'll need proof of purchase (like your order number or invoice).

in order to request a return/refund, please email our support team at info@simplybasic.shop
how to make a return

To start a return, please follow these steps:

  1. Get in touch: Send an email to our customer support team at info@simplybasic.shop. Please include your order number and a clear explanation of what's wrong (e.g., description of damage, incorrect item received).
  2. Provide photos/videos: If the item is damaged, faulty, or incorrect, please attach clear photos or a short video showing the issue. This really helps us sort things out with our suppliers.
  3. Wait for our instructions: Our team will look at your request and tell you exactly what to do. This might include a return address (which will often be our supplier's warehouse or a dedicated return centre).
  4. Please don't send anything back until you've heard from us.
shipping returns to simply basic

For Damaged, Faulty, or Incorrect Items: If we confirm the item is faulty, damaged, or incorrect, Simply Basic will cover the cost of getting it back to us. We'll reimburse you for reasonable shipping costs once we've received and checked the item.

For Other Approved Returns (rare, and only if we've explicitly agreed): If we do approve a return for a reason that isn't our mistake or a fault (e.g., in exceptional circumstances where we agree to a change of mind return), you'll be responsible for the return shipping costs. We recommend using a trackable shipping service and getting shipping insurance, as we can't guarantee we'll receive your returned item otherwise.
how will i be refunded for a returned item?

Once your return arrives and has been checked by our supplier or the designated return centre, we'll send you an email to let you know if your refund has been approved or declined.

  • If approved: Your refund will be processed, and the money will automatically go back to your original payment method within 7-14 business days. How long it takes for the refund to show up on your statement might vary depending on your bank or payment provider.
  • Partial Refunds: Sometimes, we might only be able to offer a partial refund (e.g., if items aren't in their original condition, are damaged for reasons not caused by us, or are missing parts).

Please note: Original shipping costs are generally not refunded, unless the return is because of a faulty, damaged, or incorrect item.