All about your online order and return
Have you just ordered a monthly plan with associated hardware, a (physical) SIM card or a brand new smartphone? Great! What happens next?
We will send you a confirmation email immediately after you place your order. We will also keep you informed of your order/delivery via email. Your order will be sent the next working day, and you will receive it within three working days.
Good to know:
- You can use the Track & Trace link from PostNL to easily track delivery of your order.
- The letter carrier will deliver the SIM card to your letterbox.
Following and editing your order
In the online BASE shop you can pay with VISA, Mastercard or Bancontact. To do so, you will need a digipass (card reader). Alternatively, you can pay with your bank's app or the Bancontact app (Payconiq by Bancontact).
A few days after you place your order you will receive a proof of purchase. That proof is useful to have, for example if you should ever have a problem with your handset. No longer have your proof of purchase? Contact us.
Important: Are you unable to complete your payment, or do you get an error message? Read the best way to handle this.
Have you paid, but did not receive a confirmation email?
Contact us and provide us with your proof of payment. We will process your order as quickly as possible.
Important: Are you having payment problems or receiving an error message? Read what to do here.
Did you know that…
- BASE works with Ingenico, the market leader in e-commerce and online payments? They guarantee you 100% secure payment.
- your purchase will be shown on your bank statement as ‘BASE online shop’.
Have you just completed your order but would like to make some changes? Or have you changed your mind and want to cancel your order? That can happen.
Changing the delivery address
Did you accidentally provide an incorrect delivery address for your package? Then it is best to contact our courier service, PostNL. BASE can no longer change the address before sending your order.
Changing your subscription or prepaid card
Do you want to change your choice after placing your order? First, activate your SIM card as soon as you receive it. Once your SIM card is active, you can choose a different monthly plan or prepaid tariff on My BASE.
Please note: Did you choose a monthly plan in combination with a smartphone? Then you must first cancel/refuse your smartphone.
Delivery SIM card
We send your SIM card by post the next working day. You will receive it in your letterbox.
Do you have an eSIM? You can download it immediately on your device.
Delivery devices
Are you waiting for the delivery of your BASE modem, BASE TV box, wifi booster or smartphone? After you place your order, you will receive an email from PostNL (the courier service) containing a Track & Trace link for your parcel. You can use the link to see exactly where your order is.
Not at home? Then the courier will take your parcel to the nearest collection point and leave you the necessary details. Then you have 7 days to pick up your parcel. After that, your order will be returned to BASE automatically.
Returning your devices
When you have cancelled your services, or when your devices are defective, you return your devices to us. You can do this easily, and for free, via PostNL!
Do you change your mind within 14 days after ordering? You can invoke your right of withdrawal.
When you want to cancel or when one of your devices is defective, we ask you to contact us first. Together with you, we will look for the best solution. Do you have to return your devices? We will provide you with a return label via mail.
Is your smartphone or wifi booster defective? As lang as these are covered under the warranty, you can register them for repair.
- Smartphones can be registered via repair.base.be;
- Wifi-boosters can be registered via the web form.
Have you received your return label? Send back the devices to us.
- Pack your device, along with the associated cables and remote control (if any), in a box.
- Download the shipping label. Print it, and stick it to the packaging.
- Find the nearest PostNL return point, and bring your package there. Note: Return shipping is only free via PostNL!
Problems with delivery
Having problems completing your payment? You didn't receive a package? Is your device broken or defective? Read how to solve potential problems with your online order.
