FAQ
We are happy to update you through the process or answer any questions about your order by emailing info@basketcase.gallery
Basketcase LLC is an independent label run by Zach Kinninger and his friends out of Los Angeles, CA. We have no corporate cosign or funding. We are using local printers, everything is hand-packed, we create all the content. Thanks for supporting thoughtful and independent design.
EXCHANGE/STORE CREDIT POLICY
Each product page will indicate whether an item is eligible for an exchange or store credit. All printable and embroidery items are final sale.
To initiate an exchange or store credit, head to our self serve Returns Portal within 7 days of receiving your order.
If your item arrived damaged, faulty, or you received the wrong product, please start a return through the Returns Portal and indicate your return reason is due to a fulfillment error. Our portal will direct you from there.
CHECKOUT+
Checkout+ is an optional add-on available at checkout that covers both your return shipping and your package while it is in transit.
- Free Return Shipping: if you need to send something back for an exchange or store credit, your return shipping label is covered.
- Package Protection: if your package is lost, stolen, or damaged in transit, you can submit a claim and, upon approval, receive a same-item replacement at no extra cost.
Checkout+ cannot be cancelled or refunded after purchase and will not be included in store credit amounts. Coverage cannot be added to an order after it has been placed. If Checkout+ was not selected at checkout, you are responsible for the cost of return shipping, and we will not be able to assist with packages that are lost, stolen, or damaged in transit.
To start a return or file a shipping claim, use our Returns & Claims Portal
INTERNATIONAL RETURNS
International customers may initiate a return request through the same Returns & Claims Portal. Start your return there within 7 days of receiving your order and answer the questions as prompted. At the end of the flow you will be asked to arrange and purchase your own return shipping label (if applicable) to send the item back to us. Approved returns will not include original orders taxes, duties, or shipping costs in the store credit.
INTERNATIONAL SHIPPING POLICY
We do not cover taxes and duties associated with international shipments. Our international carrier will contact you directly regarding any applicable fees. Please make sure to provide a valid email address and telephone number at checkout.
Please note: International shipping to select countries in the Middle East are currently suspended due to circumstances outside of our control. We hope to resume shipping to these regions as soon as possible and appreciate your understanding.
EU CUSTOMER RIGHT TO WITHDRAW
EU customers, you have the legal right to withdraw from your purchase within 14 days of receiving your order, subject to applicable consumer protection laws.
In the event you exercise your right to withdraw, return shipping costs are your responsibility and will not be reimbursed.
If your withdrawal request is approved, you will receive a refund in accordance with applicable EU consumer protection laws. Refunds will be issued using the original payment method unless otherwise agreed.
If you have any questions regarding your right to withdraw, please contact us at info@basketcase.gallery
CARE
We always recommend hand washing all products in cold water or dry cleaning to extend the life of the garment.
Please make sure to hang dry all products to maintain the quality of the print. Machine drying garments will distress a print over time.
All of our vintage black garments use a unique pigment black dye that is designed to fade evenly over time. Crocking in the pigment is completely normal and expected for the first few cycles of wears and washes. We advise that you wash these garments alone or with like colors and hang to dry.