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 NXT Level 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!
My Discount Code Is Not Working—What Should I Do?
Make sure the code has not expired and that you have entered it correctly (without space in the end); if the issue persists, please contact our customer service for assistance.
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’? This means that the product is not in stock, but you can stll place an order and 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?
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 do I receive my refund?
If you are entitled to a refund, we will process it using the same payment method you used for the original purchase. Returned items will be refunded as soon as possible and always within 14 working days of receiving the returned items, unless you opt for a replacement item. If you return your entire order, the original delivery costs will also be refunded. If only part of your order is returned, only the cost of the returned items will be refunded. The time it takes to receive the money in your account may vary depending on the payment method used. Please note that in most cases, return shipping costs are non-refundable. Click here for more information.
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.
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.
What personal data are processed by NXT-Level?
NXT Level 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 NXT-Level.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 NXT Level employees. But this also includes keeping software up-to-date and regularly testing our security measures. For more info please check our privacypolicy on NXT-Level.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 NXT Level membership linked to them are automatically deleted after 2 years. For more info please check our privacy policy on NXT-Level.com
How do I delete my NXT-Level 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.
How do I create an account?
You can arrange this quickly and easily by enter a few details.
I am already a member of Basic-Fit, how can I log in?
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'.
OTHER QUESTIONS
How do I contact customer service?
Very simple, via the contact form!
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.
Where I can find my invoice?
To find your invoice, go to the login page (top right) or click here. On the right side of the page, you can check your order and download your invoice from the top right corner of the page.