Disputes & resolution
Most BASE orders complete without issue. When something does go wrong, the dispute process is designed to be fast, human, and fair to both parties.
When to open a dispute
Open a dispute if your item arrives damaged, materially different from the listing, fails post-sale authentication, or does not arrive at all within the published delivery window. Disputes can be opened from the order detail page in your account.
What we'll ask for
Order number, photos of the item and packaging on receipt, any shipping or customs paperwork, and a short description of the issue. The more concrete the evidence, the faster we can rule.
How long it takes
Most disputes are resolved within 5 business days. Complex authentication disputes can take up to 14 days because they require physical re-inspection. Funds remain in escrow until the dispute is closed.
Escalation
If you disagree with a resolution, you can request an internal review by emailing disputes@base242.com with your case ID.