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All about your online order

Have you just ordered a monthly plan, a 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.

Important: This is only possible…

  • if you provided correct details
  • if you have no overdue BASE bills/invoices
  • if the smartphone you ordered is in stock


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.

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.

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 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.

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.

Cancelling your SIM card, monthly plan or prepaid card

New customer at BASE? Then you will receive your new BASE SIM card for your monthly plan or prepaid card in your letterbox within a few days. As long as you do not activate/use it, we do not charge anything for this SIM card.

Changing your monthly plan 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.

Cancelling/returning your handset

After you place your order you have 14 days to change your mind by making use of your right of withdrawal. Specifically, you may return your unused smartphone in its original packaging and with all the accessories.

Alternatively, you can refuse the package when the courier delivers it. We will simply refund the amount.

Monthly plan or prepaid card

We send your SIM card by post the next working day. You will receive it in your letterbox.

Smartphone with monthly plan

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.

Order not delivered?

Does the Track & Trace say the package been delivered, but you did not receive anything? Contact us and be sure to have your order number handy. You will find it in the emails you received after placing your order.

Having problems completing your payment? You didn't receive a package? Read how to solve potential problems with your online order.

Delivered handset defective/broken

Was your handset broken when you received it? Read the best way to handle this.