All about your online order

Looking for more information about online orders a BASE? Find out all about it here below.

Placing an order (monthly plan, prepaid card, sim card, handset, ...)

You just placed your order? Great! You will receive a confirmation email straight away. We will ship the package or SIM card the next business day.

Note: this will only happen if…

  • you provided us with the correct information,
  • you have no outstanding invoices with us
  • and, if you ordered a handset, that handset is in stock.

We will then keep you up-to-date on the status of your order via email. You will then receive your package within a maximum of 3 working days.

Good to know: With the Track & Trace link from PostNL you can see where your smartphone order is currently located. You will be delivered by bpost in your mail. 

Want to keep your number with a new line?

You are ordering a new monthly plan or prepaid card, but want to keep your mobile phone number? Inform us of this either online or via a sales assistant in a BASE Shop.

Note: Make sure you are not abroad when your number is transferred, because you must make your first call from Belgium. Will you be abroad? Then you will temporarily have no service, until you are in Belgium again.

Do you have a monthly plan with another operator?

No problem, we will take care of the cancellation. Note: Do you have a contract with your current operator? Then you will possibly have to pay a reimbursement. Do you have a prepaid card with another operator? Use up your balance before the transfer date. That way you won't lose it.

Paying my online order

In our online BASE shop you can pay with VISA, Mastercard or Bancontact. You will need your digipass (card reader).

A few days after the delivery, you will receive a proof of purcahse. You wmight need it if, for example, there would be a problem with your handset. You don't have your proof of purchase anymore? Contact us

Good to know: Is the payment unsuccesful or do you get an error message? Read more about how you can solve it.

Did you know ...

  • that BASE works with Ingenico, the market leader in e-commerce and online payments? They guarantee you 100% secure payment.
  • that your purchase will be labelled ‘BASE online shop’ on your statement. 

Paid, but no confirmation email?

Contact us and provide us with your proof of payment. We will process your order as soon as possible.

Changing or cancelling my order

Did you just place your order, but do you want to change something? Or have you changed your mind and want to cancel your order? You can still do it! 

Good to know: Did you accidentally provide an incorrect delivery address for your package? Then it is best to contact our courier service PostNL. We can no longer change the address.

Changing your monthly plan or prepaid plan

Do you want to change your choice after placing your order?  Then first activate your SIM card as soon as you receive it. Once it is activated, you can access the customer zone and select a different monthly plan or prepaid tariff

Note:  Did you choose a monthly plan in combination with a handset? Then you first have to refuse/cancel your handset.

Cancelling your SIM card, monthly plan or prepaid plan

No action is required on your part. You will receive a SIM card in the mail, but you can just throw it away. As long as you do not activate it, your SIM card is not active. We won't charge you anything for it either because your monthly plan only starts after activation. 

Cancelling your handset

After you place your order you have 14 days to change your mind by making use of your right of withdrawal (available in Dutch and French).

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

Tracking my order

We send your SIM card or SIM card with handset the working day after you place your order if...

  • you provided us with the correct information
  • you have no outstanding invoices with us
  • and, if you ordered a handset, that handset is in stock.

You will then receive the package within a maximum of 3 working days.

Did you order a SIM card with smartphone? A PostNL courier will deliver the package to you free of charge. 

  • Not home when they try to deliver? The courier will leave your package to a pick up point. 
  • Then you have 7 days to pick up your package at a collection point. The courier will leave you the information about that collection point. Not able to pick up your package (or not in time)? Then it will be returned to us.

Did you orde just a SIM card? You will simply receive it in your letterbox. So there is no need for you to be home to receive it.

Package not delivered?

Has the package been delivered according to the Track & Trace, but you didn't receive anything? Contact us and be sure to include your order number. You will find it in the emails you received after placing your order. We'll help you as soon as possible.

Handset broken/defective?

Problems with online orders

Having problems making your payment? Has your package not been delivered? Or is your hadset broken/defective? Read more about what to do if you face one of these issues when ordering online.