FREQUENTLY ASKED QUESTIONS
How do I know what my size is?
You can find our size guide on each product. Inside our size guide, you'll find instructions for taking your measurements.
We use the same standardized measurements for all our products. If you'd like to know the fit of each garment, you can check each product's description. We'll tell you if you need to go up or down a size.
How do exchanges and returns work?
You have 30 days to exchange or return your item from the date you placed your order online or in-store. Items must be in the same condition as when you received them and with the original tags attached. You can also exchange or return your item in-store if you placed your order online. No returns are accepted on discounted items, and if your item was discounted by more than 50%, it means it's a FINAL SALE item. For final sale items, we only accept size exchanges for the same item. If you wish to return an item online, please contact us at contact@sergebasics.com with the following information: your full name and four-digit order number. Shipping costs for exchanges or returns are your responsibility.
To learn about our policies, go to the returns and exchanges section.
Can I try on your clothes? Do you have a physical store?
Our store is located at Prado Norte 547, Lomas de Chapultepec, Mexico City. We're open Monday through Friday from 10:00 am to 7:00 pm. Saturdays from 10:00 am to 2:30 pm.
If it's out of stock on the website, is it available in store?
No, if the product appears as out of stock online, we no longer have it in stock.
How can I know when the parts I want are back in stock?
To be the first to know when we have your favorite pieces back in stock, be sure to subscribe to our restock alerts. You can find the option under the product you're looking for. All you have to do is choose the size and color and leave us your email address, and you'll receive an automatic email when it's back in stock. We also always announce our restocks on Instagram Stories, so be sure to stay tuned.
How can I wash my clothes?
To learn how to care for your garment, go to the composition and care section for each product.
Why is my payment being rejected?
If your payment is being declined, we suggest you try again and contact your bank, as banks often block online purchases to prevent fraud. If this isn't possible, we suggest trying another payment method. We offer PayPal, card payments, and bank transfer .
How do I use my coupon?
While in your shopping cart (checkout), go to the discount code section and enter your code. Click accept to validate your code. The discount will be reflected in your total purchase.
How can I track my order?
Once you place your order, you will receive a WhatsApp notification from our logistics company, Rayo . Please activate notifications so we can track your order in real time. You will also receive an email with the status of your order once it leaves our warehouse. In this email, you will find information on how to track your shipment.
My package didn't arrive on the estimated date. What can I do?
Unfortunately, courier delivery times are beyond our control. We do everything possible to expedite the process, but once the package is handed over to the courier, we are not responsible for delivery times. If you are having issues with your package, we suggest you first contact the courier with your tracking number/reference for more information.
My package was lost or delivered to the wrong address. What can I do?
If your package hasn't arrived at your address, please contact us directly by email at contact@sergebasics.com so we can resolve your issue, or through the brand's Instagram. We also recommend filing a report directly with the shipping company processing your shipment.
How can I contact the team for collaborations?
Please contact us directly by email at: contact@sergebasics.com
