FAQ
About Us
Q: Do you have a store where I can find your products?
A: Basix Prom is solely an online store and our offices are not open to the public unless special exception is made.
Q: Do you have a catalog?
A: We do not have a catalog but you can see all of the styles we carry on our website.
Q: How can I contact customer service?
A: Send us an e-mail at help@basixprom.com. We're here Monday-Thursday 9am-10pm, Friday 9am-8pm and Saturday 11am-5pm EST.
About the Products
Q: Are all of the items on your site authentic designs?
A: We are an authorized retailer for all of the manufacturers/designers that we carry and all of our products are original pieces made to the highest quality standards.
Q: How do I know what size to order?
A: Sizing varies by designer and the style of the garment, determined by measurements for your bust, waist and hips. We suggest that you choose the size that comfortably fits all of your measurements. If you are in between sizes we recommend that you select the larger size so that you may have it tailored for a perfect fit. We further encourage you to send us measurements with your order so that we can pre-measure the product to further ensure proper fit.
Q: How do I determine my measurements?
A: We recommend having your measurements taken by a professional tailor or seamstress or having someone help you take them. Measurements should be taken in the undergarments you plan to wear. Make sure to keep the measuring tape comfortably loose, like you'd want your garment to fit. Bust: measure the fullest part of your chest. Waist: measure the narrowest part of your torso. Hips: measure the fullest part of your hips.
Q: Can I order an item to my measurements or design specifications?
A: We offer special order services where we can produce items for your specific measurements for additional fees. Special orders take 8-12 weeks to deliver.
Q: What is your return policy?
A: Due to the nature of our products we accept returns for store credit only. We are not able to accept returns for non-faulty items, items which have been worn, or the tags removed. All products are thoroughly inspected by our shipping department prior to shipping.
General Availability
Q: Are all of the items on the site available now?
A: Many of the styles shown on our website are available to order. However, it may not be available in a specific size or color. Some items may be Special Orders and not be available for immediate shipment. Contact us to find out the estimated ship date.
Q: What does it mean if an item is only available by special order?
A: Special order items are designs that are not in stock but can be ordered from the designer. Specially ordered items will generally ship 10-12 weeks from the date of your order confirmation. Special orders cancelled after confirmation are subject to a restocking fee of up to 50%.
Q: What does it mean if an item has a Pre-Order date?
A: Pre-Order dates are given for items that are currently out of stock but are in production and will be available at a later date. Please note that these dates are subject to change.
General Shipping
Q: How long does standard shipping take?
A: Standard ground shipping within the US takes 3-7 business days, based on location.
Q: Do you have expedited shipping?
A: We offer UPS Next Day Air, 2nd Day Air and 3 Day Select. Orders must be placed before 2pm EST in order to be processed the same day. Expedited shipments cannot be sent to a P.O. Box.
Q: How much does shipping cost?
A: Standard ground shipping is based on standard UPS ground tables. Costs for expedited shipping are determined based on your zip code.
Q: Can you deliver on Saturday?
A: Saturday delivery is available for orders placed after 4pm on Thursday and before 12pm on Friday, pending credit card verification, stock availability and availability of Saturday delivery service in your area. There is a premium charge of $90 for Saturday delivery.
International Customers
Q: Do you ship internationally? How long does it take?
A: We ship worldwide via UPS, USPS, FedEx or DHL. Shipping takes 3-8 days.
Q: How much does international shipping cost?
A: International shipping is a flat $295 to every destination outside the United States. Consumer is responsible for any customs duties.
Q: Do you offer expedited international shipping?
A: We offer DHL expedited international service with delivery in 2-4 business days, depending on your location. Expedited service is an additional $35 on top of the regular shipping costs.
Payment Information
Q: What methods of payment do you accept?
A: We accept Visa, Mastercard, American Express, Discover, money orders, bank transfers and Western Union.
Q: Do you charge sales tax?
A: Tax is only applicable for orders shipping within New York state, at a rate of 8.875%.
Q: When do you charge my credit card account?
A: Your credit card account will be authorized for the full purchase amount when your order is accepted. Your bank may hold these funds while the charge is pending.
Placing an Order
Q: How do I place my order online with a credit card?
A: Select the size and color of the item you would like to purchase and click "Add to Cart." You will be taken to your shopping cart. From there you can continue to shop or proceed to checkout. Enter your shipping and contact information, then your credit card information. Review the details of your order and submit.
Q: How do I know if my order was accepted?
A: If your order was successfully placed you will be directed to the order confirmation page and given your order confirmation number. You will receive an email with order summary which serves as a receipt.
Managing an Order
Q: How can I check my order status?
A: Email help@basixprom.com with your order number for an update.
Q: Can I edit my order after it has been confirmed?
A: Contact us by phone or email regarding any changes you would like to make to your order.
Q: Can I cancel my order?
A: Orders that are pending can be canceled without penalty. However, if the order has been processed and has not yet shipped it can be cancelled but will be subject to a 25% restocking fee. Confirmed special orders and orders that have been shipped are subject to a restocking fee of up to 50%.
Q: I am not satisfied with my purchase. How do I request a return?
A: All requests for returns must be submitted within 2 days of delivery. Send an e-mail including your invoice number to help@basixprom.com.