FAQ
ORDER & DELIVERY
There are items missing from my order.
Is your package not complete? Whoops, then something went wrong while packing. Sorry! We understand your frustration, so we want to resolve this as soon as possible. Contact our customer service and we will help you as soon as possible.
There are products not available in the webshop.
Unfortunately, it can happen that a product is out of stock, we understand that this is very annoying. In most cases, a product is quickly back in stock. Curious when a product will be back in stock? Please contact us via the contact form.
I want to cancel my order.
Unfortunately, it is not possible to cancel a completed order. That's because we start assembling your package immediately after completing an order. You can return your package after you have received it.
What payment options are there?
You can pay at Basic-Fit with Ideal, Bancontact, Paypal, Klarna and various credit cards.
How do I use a discount code?
If you have a valid discount code, you can enter it during the order, as soon as you want to finalize your order. After entering, you will immediately see whether the code is correct, is still valid and how much discount you will receive!
What does the membership discount mean?
If you are a member of Basic-Fit, you will receive a standard 10% discount in our webshops. This discount is automatically applied when you order via our app or when you log in with your Basic-Fit account in our webshop.
How do I place a pre-order or back-order?
Are you on a product page labeled ‘pre-order’ or ‘back order’ against? This means that the product is not in stock, but you can pre-order it. You pay in advance, and as soon as the product is in stock, we deliver in order of order date.
Which rules apply to warranty?
My product is broken, damaged, incomplete or has an expired expiration date. Do I have a warranty? If you have received a product that is, for example, broken, damaged or incomplete, or with an expired best before date, you are entitled to a free replacement product. If this happened to you, we're sorry! Would you like to contact customer service? Then we will solve your problem as soon as possible.
When will my order be delivered?
Thank you for placing an order in our webshop! As soon as you have received confirmation, we will start processing. As soon as your order leaves our warehouse, you will receive a shipping confirmation email containing your order details and tracking information. Read more about the expected delivery time. Are you having trouble tracking your order or have you not received the shipping confirmation? Please contact our customer service.
What delivery options are there?
We always follow the standard delivery of a country. View the overview with countries where we deliver and the corresponding delivery times.
Is it possible to change the delivery address?
After you have paid for the order, it is not possible to change the address. Is the delivery address incorrect? Please contact customer service.
RETURN & REFUND
What should I do if my package has been returned?
If your package has been returned, it could be for several reasons. Perhaps you were not at home or the delivery address is incorrect. Usually the reason is stated in the tracking information. Please contact Customer Service to resolve this issue. Mention your order number, so we can help you quickly.
How can I return my order?
Have an item you'd like to return? Then view our return policy.
What are the costs for returning my order?
Do you live in the Netherlands, France, Belgium or Luxembourg? Then returning your package is free if you use our return label. You can request this from our customer service. If you live in Spain, you pay the return costs yourself. See our return policy for more information.
How do I receive my refund?
If you are entitled to a refund, we will refund it using the same payment method you used when paying.
REGISTER & LOGIN
How do I log in to my account?
Enter your credentials to login. If you don't have an account yet, create one.
How do I create an account?
You can arrange this quickly and easily by enter a few details.
What personal data are processed by Basic-Fitl?
Basic-Fit processes personal data in the context of your purchase in the webshop and possibly for the creation of a personal account. To process your purchase or create a personal account, we process the following data: first name, surname, address, postal code, place of residence, telephone number and e-mail address. For more info please check our privacypolicy on webshop.basic-fit.com.
Will my personal data be secured?
Yes your personal data are secured, this is done through appropriate technical and organisational security measures to protect the personal data against, among other things, loss, destruction or damage, unauthorised access or any other form of unlawful processing of your personal data. Among other things, we do this by taking physical and organisational measures for access security, shielding each desktop with user name and password and authorisation management so that your data cannot be viewed by all Basic-Fit employees. But this also includes keeping software up-to-date and regularly testing our security measures. For more info please check our privacypolicy on webshop.basic-fit.com.
What happens to my account data when I no longer use my account?
When you create a personal account, it is kept for as long as you want to use it. Inactive accounts, to which no Basic-Fit membership is linked either, are automatically deleted after 2 years. For more info please check our privacy policy on webshop.basic-fit.com/
How do I delete my Basic-Fit webshop account?
You cannot delete your account yourself. To delete your account you need to write an e-mail to privacy@basic-fit.com, once you have done so your account will be deleted by one of our colleagues within the organization.
If you already have a Basic-Fit account, you can log in by choosing 'Login' at the top of the page and then selecting the option 'Basic-Fit member log-in'. select.
OTHER QUESTIONS
How do I contact customer service?
Very simple, via the contact form!
How can I get an invoice?
For Customers Without an Account:
1. Navigate to the login page, located at the top right corner of our website.
2. Fill in the form 'CHECK ORDER' with your order number, email and postal code.
3. Once your order is found, you will have the option to download your invoice directly.
For Customers With an Account:
1. Navigate to the login page, accessible at the top right corner of our site.
2. Log into your account to view your order history.
3. Click on 'full detail' next to the order for which you need an invoice.
4. You will then see an option to download your invoice.
Each invoice includes details such as the Value-Added Tax (VAT) percentage and amount, the date of purchase, individual item prices, any discounts applied and shipping costs.
Need Assistance? If you encounter any issues accessing your invoice or if there are any discrepancies, please do not hesitate to contact the Customer Service team at Basic-Fit. We are here to assist you with any questions or concerns you may have.
I have a complaint, what now?
I'm sorry you have a complaint, we'd like to find a solution. Report your complaint to our customer service and we will help you as soon as possible.
How do I activate the monthly subscription from the Starter Kit?
Your Starter Kit contains a Basic-Fit pass with a QR code on the back. Go to a Basic-Fit club near you and take the Basic-Fit pass with you. Scan the QR code on the pass at the orange kiosk in front of the entrance gate. When you have completed the steps on the kiosk, you will receive a membership card via the kiosk that gives you access to the club. After activating your monthly membership at the kiosk, you can also start exercising right away!
How can I come and play sports after activating my monthly membership?
Immediately after you activate your monthly membership, you will receive a membership pass. You can use that pass to enter the club and play sports.