Have you just ordered one of our services (BASE Mobile, BASE Internet and/or BASE TV)? Or have you purchased a smartphone with your mobile monthly plan or a Wi-Fi booster for your internet connection? Great! What would you like to know?
Did you order a BASE mobile, internet and/or TV montlhy plan? If so, you will receive a confirmation email containing a summary of your order and information about the items we will send you, such as a physical SIM card, a BASE modem, a BASE TV box or a smartphone.
You're a new BASE customer? This e-mail also contains your customer number. You’ll need it to create your My BASE account.
Did you purchase a smartphone or a Wi-Fi booster? If so, a few days after receiving the confirmation email, you will also receive proof of purchase for the warranty.
Did you make your purchase via our website? If so, you will also find your proof of purchase on My BASE.
Have you just completed your order but would like to make some changes? That can happen.
Did you accidentally provide an incorrect delivery address? Contact our courier service, PostNL as quick as possible. BASE can no longer change the address before sending your order.
Would you like to change your choice after placing your order? First activate your services as soon as you receive the SIM card or devices. Once is done, you can choose a different monthly plan or prepaid tariff on My BASE.
Important to know
Did you choose a monthly plan in combination with a smartphone? You must then cancel the order or refuse your smartphone within 14 days of delivery.
We will dispatch your order the next working day and you will receive it within 3 working days.
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.
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.
Did you not receive your SIM card within three working days? Has the post office recently been on strike, or do they only deliver once a week?
Is your device taking longer than expected to arrive? It may be because our stock is temporarily depleted. If so, we will notify you by email. As soon as the product is available again, you will receive a confirmation email containing a tracking code.
If you still haven't received your parcel, See the ‘Problems with delivery?’ section further down this page.
Have you changed your mind, or is one of your devices faulty? You can cancel your order within 14 days of delivery: here the form in French and the form in Dutch.
If the 14 days have passed and you want to cancel your BASE services, Find out how we can help.
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.
