How can I change or cancel my order?

If you need to amend your order in any way, please contact info@thebasicplus.com as soon as you can.

We will endeavour to accommodate any changes where possible and if received before we ship your order.

What if I haven’t received my order confirmation email

Please allow up to 24 hours for the confirmation email to arrive. Check your spam or junk folder just in case.

If you still haven't received it, contact us at info@thebasicplus.com with your details, and we'll assist you further.

What if there’s something wrong with my order?

If there be a problem with your order for any reason, simply contact us at info@thebasicplus.com – your feedback is valuable to us, and we appreciate the opportunity to resolve any issues promptly.

What online payment methods do you accept?

We offer several secure and convenient payment options.
You can choose from:

• Credit and debit cards: Visa, Mastercard, American Express, Discover
• Digital wallets: Apple Pay, Google Pay, Shop Pay
• PayPal: Pay easily using your PayPal account
• Local payment methods: Depending on your country, additional local payment options may appear at checkout (such as iDEAL, Bancontact, Klarna, etc.)

All transactions are processed securely through Shopify Payments and PayPal. We never store your payment information.

What countries do you ship to?

We are shipping Worldwide.

For customers enquiring about pricing in VAT exemption countries, please note that the prices quoted on our website apply worldwide. We are unable to modify this for specific countries.

Do I have to pay for shipping?

Yes.

SHIPPING COSTS

(inclusive of legally applicable VAT)

• GERMANY

  Standard Shipping (2-4 days): €10.00
• EUROPEAN UNION

  Standard Shipping (4–7 days): €20.00
• EUROPE (NON-EU)

  Standard Shipping (5–7 days): €30.00
• WORLDWIDE

  Standard Shipping (5–10 days): €35.00

Do I have to pay duty and customs fees?

Product prices are quoted in euros, inclusive of all taxes, but exclusive of customs duties. Unfortunately, we cannot provide an estimate for the duty amount you will owe, but your local customs authorities should be able to give you a price estimate.

How can I track my order?

Once your product has been packed and leaves our production point, you'll receive a shipment confirmation email with your order details, including the tracking number and shipment status. For any inquiries about your order, reach out to us at info@thebasicplus.com

How long will it take for my items to be delivered?

Depending on your location, the standard shipping time may take:

• GERMANY

  Standard Shipping 2-4 days
• EUROPEAN UNION

  Standard Shipping 4–7 days
• EUROPE (NON-EU)

  Standard Shipping 5–7 days
• WORLDWIDE

  Standard Shipping 5–10 days

What is our online returns policy?

If you are not satisfied with your online purchase, you are welcome to request a full refund or exchange within 14 days since the package had been delivered.

Please note the following conditions:

There is no cancellation and exchange on made-to-order and custom-made pieces if the product has already gone into production. No return or exchanges on custom-made pieces.

The Customer shall first contact the customer service via e-mail at info@thebasicplus.com to inform it of his/her/its decision to use his/her/its right of withdrawal.
This policy applies only to items purchased from thebasicplus.com

How can I return my order?

Please, contact us at info@thebasicplus.com and we'll send you instructions.

When will I receive my refund?

As soon as your return shipment has been checked, we will refund your payment using the same method you selected for your purchase.

It might take up to two weeks after receipt of your returned order(s) to complete your return.

You will receive an email notification as soon as your refund has been processed.

What materials do we use?

100% natural linenViscose embroidery threads — color-matched to your child’s drawing.

What care instructions do we recommend?

Basic+ table linens are made from natural linen and delicate viscose thread — please treat them with the same care you’d give to a cherished heirloom.

• Wash: Gentle cycle or hand wash in cold water
• Dry: Lay flat or hang to dry; avoid tumble drying
• Iron: Warm iron on reverse side with a protective cloth
• Storage: Fold with embroidery facing inward, preferably wrapped in tissue

Spot cleaning tip

To remove small stains, dab gently with a mix of cold water and a few drops of mild detergent. Avoid scrubbing the embroidered area — instead, press and lift with a soft cloth. For delicate stains (wine, oil, etc.), we recommend consulting a professional cleaner familiar with embroidered textiles.

How can I order product with my design?

• Prepare your child’s drawing as a PDF file.
  If the artwork is on paper, you’ll need to scan it.
  You can use a scanner — or, if you have a Mac, simply use your iPhone. Here’s a link to the Apple guide on how to scan with your iPhone
• Decide on the color palette.
  If the drawing is in color, we’ll automatically use those colors for the embroidery.
  If you'd like to change the colors — please describe your preferences in a note with your order.
• By default, we include up to 1-5 drawings elements for placemat, 1-5 drawings elements for runner, 1-15 drawing elements for tablecloth of size 250x150 cm and 1-20 drawing elements for tablecloth of size 330x190 cm on a 1 textile piece.
• Once we receive your request, our manager will create a custom embroidery chart, and send you 2 layout options showing how the drawings can be placed on the fabric.
  You can choose one of the options or request up to two rounds of revisions.
  Any further changes can be made for an additional fee.
• After you approve the final layout, your piece goes into production.
  - Production time: 40 business days
  - Delivery time is calculated individually, based on your location and the shipping company’s schedule.