Frequently Asked Questions

How can I contact customer service?
You can contact our friendly customer service team by calling 01202 422600 or emailing us at enquiries@thebasketcompany.com. We're here to help!

What are your opening hours?
We are open Monday to Friday, from 9am to 5pm. We're closed on weekends and bank holidays.

Do you have a shop I can visit?
We don’t have a traditional high street shop, but we do have an office and warehouse in Ringwood where you’re very welcome to browse our baskets in person. No appointment needed, just pop in during our opening hours! You can find us here.

Where abouts are you?
We are located here in Ringwood, Hampshire.

How do I place an order?
Ordering is easy. You can shop online at your convenience, or if you'd rather speak to someone, call us on 01202 422600 and we’ll be happy to take your order over the phone.

Can I change or cancel my order after placing it?
Yes you can, as long as your order hasn't been dispatched yet. Please contact us as soon as possible and we will do our best to make any changes or cancel your order before it leaves us.

Why haven’t I received my order confirmation email?
We're sorry to hear that! Please check your junk or spam folder, as the email may have ended up there. If you still can't find it, just contact us and we'll be happy to resend it.

Can I track my order?
Yes, absolutely. If you've provided a mobile number or email address at checkout, you'll receive delivery updates directly from our courier once your parcel is on its way. If you haven't received any tracking information or would like an update, feel free to contact us.

Do I need an account to order?
No, you don’t need an account to place an order,  you can check out as a guest. However, creating an account is a great way to keep track of your orders and makes future shopping even easier.

I’ve forgotten my password to my account, how do I reset it?
No worries! Just click the ‘Forgotten Password’ link on the login page and follow the steps to reset your password. If you need any help along the way, feel free to contact us.

Do you offer any gift wrapping or personalised notes?
We don’t currently offer gift wrapping, but we’d be happy to include a personalised note with your order, printed on our headed paper. Just contact us after placing your order to make arrangements, we’ll do our best to add that special touch.

Can I set up a trade or wholesale accounts?
Unfortunately, we do not offer trade accounts. However, we’re always happy to help with large or repeat orders, so feel free to get in touch to discuss your needs.

Do you offer discounts for bulk or trade orders?
If you're purchasing on behalf of a business or need a large quantity of baskets, please contact us and our team may be able to offer you a discounted quote.

Where do I put my discount code?
You can enter your discount code in the ‘Offer Code’ box on the payment page during checkout. Simply apply it before completing your order and your discount will be automatically deducted.

If I place a pre-order, will you still honour the discount or promotion?
Yes, absolutely. If a discount or promotion is active at the time you place your pre-order, we will honour it, even if the item is dispatched at a later date.

Can I visit you to make a purchase?
Of course! We are located here in Ringwood, Hampshire. We accept Cash or Card payments.

Do you have any shops that stock your products in my area?
Unfortunately, our products aren’t currently available in any retail stores. We’re exclusively online, but you can shop our full collection through our website with delivery straight to your door!

How long will my delivery take?
Your basket will usually arrive within 3–7 working days with our standard delivery. Express delivery options are available if you need it a little faster. Please see our delivery details for more information.

How much does delivery cost?
Prices start from £5.95 to UK mainland. Please see our delivery details to find out how much our various delivery options cost.

Do you offer Next Day or Express Delivery?
Yes, we offer Next Day and Express Delivery options.

Do you deliver to the Republic of Ireland? 
Unfortunately, we don’t currently deliver directly to the Republic of Ireland. However, many of our ROI customers successfully use forwarding services like AddressPal to receive their parcels. As long as your order is delivered to a UK or Northern Ireland address, we’re happy to send it. Please note that AddressPal may apply customs charges to some deliveries and you will need to set up your own account, as we don’t have any direct involvement with their service.

Do you offer international delivery?
Not just yet, but we’re working on it. International delivery is something we hope to offer in the near future.

Can I choose a delivery date that suits me?
Yes! If you’d like your parcel delivered on a specific weekday when you know you’ll be home, just contact us and we’ll be happy to arrange that for you. If you need your items urgently, we also offer Next Day and Saturday delivery options, simply select your preferred service at the checkout.

Can you delay dispatch as I’m going away?
Yes, no problem at all. Just contact us as soon as you place your order and we’ll be happy to arrange a delayed dispatch to suit your schedule.

Can I request a specific timeslot?
We’re unable to guarantee a specific delivery time. However, at checkout, you can choose either a Pre 10:30am or Pre 12:00pm delivery upgrade. Many of our couriers also provide a 1-hour delivery window via text message on the morning of delivery, so you’ll know when to expect your basket.

Can I change my delivery address after placing an order?
If your parcel hasn’t left our warehouse yet, we may still be able to update your delivery address. Please contact our customer service team as soon as possible and we’ll do our best to help.

Can I leave delivery instructions?
Absolutely! There’s a box at checkout where you can leave any instructions to help the courier find a safe place or trusted neighbour.

Will I need to sign for my delivery?
Yes, if you’re home at the time of delivery, the courier will ask for a signature. If you're not going to be in, you can leave specific delivery instructions during checkout, such as “Leave in porch if out” or “Leave with neighbour”. Otherwise, the courier will most likely take the parcel back to the depot. 

What happens if I am not in when my basket arrives?
If no one is available to accept your delivery, our couriers will usually try to leave the parcel in a safe place or attempt redelivery on the next working day. However, some couriers may only attempt delivery once before taking the parcel to your local Post Office for collection. If you think you might not be home, we recommend leaving clear delivery instructions at checkout. That way, we can send your order with a courier that best suits your needs.

How can I track my parcel? 
Once your parcel is dispatched and assigned to a courier, you'll receive an email or text message with your tracking details. If you don’t receive this, feel free to contact us, we’re happy to help!

Can I use my own courier to collect my order?
Yes, that’s no problem, as long as the order isn’t being shipped overseas. Please contact us to make arrangements and we’ll be happy to help coordinate the collection with your chosen courier.

What should I do if my delivery hasn't arrived?
We’re sorry your delivery hasn’t arrived yet. Please contact our customer service team and we’ll help you track it down as quickly as possible.

Can I return or exchange an item?
Of course, that’s no problem. Please refer to our returns policy for full details on how to return or exchange an item.

How do I return a basket?
Returns are easy, please refer to our returns policy for full details on how to return or exchange an item.

How long does it take to process a refund?
Refunds are processed within 7 days of us receiving your returned item(s), although it’s often much quicker. We’ll notify you as soon as your refund has been issued.

Who is responsible for paying for the returns postage?
Returns postage is the responsibility of the customer, unless the item is damaged or faulty. For full details, please see our returns policy.

What if my basket arrives damaged or faulty?
We're so sorry to hear that your basket has arrived damaged or faulty. Please contact us as soon as possible and our friendly team will make it right for you promptly.

The item I want is out of stock. When will it be available again?
Most of our products are usually back in stock within 2 weeks. For a more specific restock date, feel free to contact us, our team will be happy to help. To avoid missing out, we recommend placing a pre-order by phone, so your baskets are automatically reserved as soon as they arrive. Some of our most popular styles do sell out again quickly! Alternatively, you can click the ‘Email Me When Back In Stock’ link on the product page and we’ll email you as soon as the item becomes available.

How are your measurements grouped?
Our measurements are listed in the order of Length, Width and Height and are given in centimetres. These measurements are taken from the outside edge of the basket. As our products are handcrafted, please allow for a slight variation of +/-5% in size. If you need a specific measurement, feel free to contact us, we’ll do our best to help you find the perfect fit. 

Do you offer bespoke or custom sized baskets?
Unfortunately, we don’t offer bespoke or custom sized baskets. However, with such a wide variety of shapes and sizes in our collection, we hope you’ll find something that suits your needs perfectly! If you need help selecting the right baskets for your space, our friendly team is always happy to assist, just contact us.

Help, I need help in choosing the right baskets for my space!
No problem at all, we're here to help. Just contact us our friendly customer service team and we'll be happy to guide you in choosing the perfect baskets for your home.

I’m ordering multiple wicker baskets, will you make sure they match?
Our baskets are handwoven from natural materials, so some variation in colour and finish is completely normal and part of their unique charm. That said, our skilled warehouse team will do their best to select baskets that match as closely as possible. If we're unable to find a good match, we’ll contact you before dispatching your order.

Are your baskets handmade?
Yes, all our baskets are handmade by skilled artisans using traditional weaving techniques. Each piece is unique and crafted with care from natural materials, giving it character and charm.

What materials are your baskets made from?
Our beautiful baskets are handwoven from natural materials, including willow, rattan, seagrass and water hyacinth. We offer a variety of colours and finishes to suit any space, such as grey, white, and honey.

How do I clean and care for my baskets?
For tips on how to keep your wicker baskets looking their best, please visit our Journal. You'll find helpful advice on cleaning, maintenance and keeping your baskets in great condition for years to come.

Will the basket I receive look exactly like the one in the photo?
Our baskets are handwoven from natural materials, so slight variations in shade, texture and finish are completely normal and part of their unique charm. That said, the basket you receive will generally look just like the product images shown on our website. 

Can your Grey & Buff Rattan Planters be left outside?
Yes, our planters are made from natural materials and are suitable to be left outside all year round. Over time, some weathering may occur due to exposure to the elements, but many of our customers find that this only enhances the rustic charm and character of the basket.