FAQ's

SHIPPING

1. How long will it take you to ship my order?
We ship orders the following business day.  

2. How long does shipping take?
Standard shipping takes 3-5 business days in the western province. 
In all other provinces, it may take up to 5-7 business days.

3. Where do you ship?
We ship across the Island of Sri Lanka and internationally as well.

4. What are the countries we ship?

We currently ship to Australia, Canada, France, Germany, India Italy, Malaysia, Maldives, New Zealand, Norway, Singapore, Sweden, UAE, UK & USA.

5. Can we pick our orders at the store?

Yes. You can choose 'store-pick up' at the checkout & collect your items from our store after 2 hours the order was placed. If paid in full, the order will be held with our team for a period of 30 days from the date of the order placed & if the order was not picked up within the above time period it will be discarded & no refunds will be given. However if chosen Cash On Deliver (COD) as payment for the said orders, the order will not be held for longer than 7 days. 

Show your order confirmation email to our Store Manager & collect it before 7:30 PM. All Pick up orders placed after 5:30pm can be collected the following day.

6. Can I use Pickme Flash or other delivery service to get my pick -up orders get delivered?

We are extremely sorry that We strictly adhere to a policy that prohibits the facilitation of pick-up orders through PickMe Flash or any comparable services.

6. What are the shipping charges?
You can enjoy free shipping for all orders with a value of Rs.10,000 & above. 
Rs.350 will be charged on all other orders across Sri Lanka. 
There will be no additional charges should you choose to pay Cash on Delivery. 

7. How does shipping works for preorders?

Please note that your order will be shipped on the date mentioned on the respective pre-order product page.

If you have placed your pre-order with items that are already in stock, we wish to bring to your attention that it will be dispatched together with the pre-order items.

To make sure you get your in-stock items as fast as possible we kindly recommend making two separate orders - one for your pre-order items and one for your in-stock items!

  

GIFT VOUCHERS

  1. How can I use the physical voucher which I purchased from the store as an e-voucher?

Simply call our customer care hotline (077 703 6710), provide your details (Name, Email address & contact number) or let us know by the time you make your instore purchase. We would activate the voucher for your online purchases.

 

  1. How can I use my e-voucher for instore purchases?

Simply show us the email you received for the voucher code you received for your online purchase at the time you make the instore purchase.

Our gift card is redeemable in-store at our Flagship store: 377B, Galle Road, Colombo 03 and One Galle Face Mall Outlet - Level 02:43.

 

  1. How Can I redeem my Gift Vouchers?

Both E- Vouchers and physical gift cards can be redeemed either online or in-store for all Absolute products as described in FAQ 1 and FAQ 2. Please note that this cannot be redeemed upon any third-party vendor brands.

 

  1. What is the validity period of Gift Vouchers?

         All vouchers are redeemable within 12 months of purchase.

 

  1. Are the Gift Cards refundable?

             Kindly note that Gift Cards are not eligible for return and cannot be redeemed for cash, except     where required by law.

 

  1. Can I use gift vouchers to purchase discounted items?

Yes, Gift cards can be used to purchase discounted items as well.

 

EXCHANGES AND RETURNS

What’s your clothing exchange policy?

 

  • Returns for full price, unworn, unaltered items with tags and exchanges are accepted - if requested from our sales team via an email to sales@absolutebasics.lk with the subject line " Request for an exchange - Order No :#AB...." within 7 days of receipt of package by the customer, at the discretion of the management. 
  • Online purchased items can be returned to/exchanged directly from either of our stores (Flagship | OGF outlet) within  7 days of the order delivery.
  • If the pickup option is chosen for exchange, the one-way delivery cost to deliver the next item will be borne by the customer
  • Kindly be aware that the exchange process requires a 14-day timeframe to allow for the return via courier, inspection duration, product processing, and subsequent courier delivery. We sincerely value your patience during this period.
  • The return request, if taken to the next stage, the package will be picked up by our courier, and once received at our offices, will be checked for damages, original condition of the garment/s to assess if the exchange can be accommodated. 
  • If approved, we will communicate and confirm the customer's choice of exchange item/s, upon availability, and settlement of any difference in value by the customer. And will be dispatched to you, where the delivery charge of one way will be borne by the customer. 
  • The delivery charge may differ to that of the original order - as we charge a concessionary amount for the original charge, to deliver better benefits to our customer. 
  • In the event the order was delivered free of charge on the original order, due to the value of the order being above Rs.10000, please note that the exchange order will not be delivered free. 
  • Should you choose to make the exchange happen in store, we will assist you to do so via email to sales@absolutebasics.lk. You can request the same on your return email, and our team will confirm the possibility & time frame to do so.
  • If a return was arranged so on a call instead of an email, please visit the store with a written confirmation from our customer care team from the number 0777036710.
  • In-store purchased items must be exchange in-store as per the standard process. (Flagship | OGF outlet)
  • You can purchase any item to match the value of the returned item/s. 
  • No refunds will be made against the return.
  • Any credit notes won't provided for returns/exchanges and you will be able to exchange the garment for any product which would be similar in price in store on the day of exchange.
  • Exchange of white items is permissible following a meticulous inspection for any stains, damages, or other discrepancies
  • Items bought on sale or during a promotion/ discount will not be accepted as returns. 
  • However, we are able to facilitate a size or color exchange for the same style, subject to stock availability for discounted items. If you have any further inquiries or require assistance, please feel free to contact our customer service team.
  • Exchanges are accommodated only once & exchanged garments will not be accepted as a return as a second round.
  • Kindly note that that we do not accept returns or exchanges for items purchased from TDC.

 

What’s your Jewelry exchange policy?

1) We do not accept exchanges or offer refunds for in-store and online purchases.

2) However, if you have purchased a jewelry which has sizes, size changes can be done for online orders and the required delivery charges for the exchange will be at the cost of the customer. The tag of the jewelry shouldn't be removed and it should be sent back in the same condition.

3) If you need to exchange, send us an email within 2 days of purchase, at sales@absolutebasics.lk with the subject line "Request for an exchange" - Order No :#AB...." and our support team will assist you promptly. From the time the email is received by our team, your return request will be reviewed, acknowledged & attended to within 3 working days.

4) Exchanges are accommodated only once & exchanged items will not be accepted as a return as a second round.


CANCELLATION POLICY

In an event of a cancellation, it should be done within the respective calendar day itself in which the order was placed. No exception will be made. 

COMPLAINS REGARDING QUALITY

Please reach out to our team & we will look into the matter within 48 hours. No refunds will be made.

TERMS & CONDITIONS FOR ONLINE PROMOS

1) Kindly note that bundle offers, vouchers & on sale items will not be available for purchase via the discount. 

2) Items bought on sale or during a promotion/ discount will not be accepted as returns. 

 

PRODUCTS

1. What size should I buy?
Our sizes are generally true-to-size, and easier to find if you know your UK size. Check out our size chart mentioned on each product page.
If you have a question about sizing that isn’t answered there, you can always reach out to 077 703 6710. We are always happy to assist you to find the right fit. 

2. You’re sold out of the item I want! What can I do?
We always suggest you sign up for our mailing list - that way, you’ll be the first to hear about restocks (as well as new products!) or even DM us on Instagram. 

3. Are you planning to bring back [sold out item]?
We can’t make any promises, but we do know which items are fan favorites, and we use that information to decide what to bring back (and what to create new, improved versions of). We recommend signing up via the “email me when available” button on the product detail pages you’re interested in, which will let you know if we get any returns in your size or if you want to be the first to hear about past items we’re bringing back, sign up for our mailing list! we promise to only email you the important stuff.

4. Can I buy a gift card?
Absolutely - we love that you want to share ABSOLUTE with a loved one! You can send a gift card in a matter of a few clicks. Visit the Gift Card page and choose to purchase a card with an array of values. 

ABSOLUTE gift cards are redeemable within a year. And can be used partially (over many visits/uses) or fully in one go! Once purchased, a code for the card will be emailed to you or your loved one (enter the email you want the card delivered to at checkout). The said code can be used to make purchases on our website. 

OPPORTUNITIES

1. Do you collaborate with influencers or have an affiliate program?

We do! Please reach out to us on marketing@absolutebasics.lk for more information. 

If you are a sustainable fashion enthusiast that likes to voice your opinion in collaboration, please reach out to us to know more about our Advocate Program. Be an Advocate for Sustainable Fashion. 

2. Are you hiring?

If you are interested in joining a team that redefines fashion in Sri Lanka & believe you can bring in the same values, please send us your CV to admin@absolutebasics.lk