There are items missing from my order.

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What payment methods are available?

{"type":"root","children":[{"type":"paragraph","children":[{"type":"text","value":"You can pay with iDEAL, Bancontact, PayPal, Klarna, and various credit cards."}]}]}

When will my order be delivered?

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What delivery options are available?

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How do I return my order?

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How do I log in to my account?

{"type":"root","children":[{"type":"paragraph","children":[{"type":"text","value":"Enter your login details to sign in. Don’t have an account yet? You can easily create one."}]}]}

How do I create an account?

{"type":"root","children":[{"type":"paragraph","children":[{"type":"text","value":"This is quick and easy — just fill in a few details."}]}]}

What happens to my account data if I stop using my account?

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How do I delete my NXT Level account?

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How do I contact customer service?

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I have a complaint, what now?

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Frequently asked questions

Everything you need to know about ordering, shipping, returns, and your account. Can’t find what you’re looking for? Get in touch.

Order & Delivery

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.

A product may occasionally be temporarily out of stock. In most cases it’s back quickly. Want to know when a product will be available again? Contact us via the contact form.

Unfortunately, a completed order can’t be cancelled, since we start putting your package together right after the order is placed. You’re welcome to return the package once you’ve received it.

You can pay with iDEAL, Bancontact, PayPal, Klarna, and various credit cards.

If you have a valid discount code, enter it at checkout. You’ll immediately see whether the code is correct, still valid, and how much discount you get.

As an NXT Level member, you automatically receive 10% off in our webshop. This discount is applied automatically when you order through our app or log in with your NXT Level account in the webshop.

If a product page shows the label ‘pre-order’ or ‘back-order’, that means the item is currently out of stock but can still be ordered. You pay in advance, and once the product is back in stock we deliver in order of purchase date.

If you’ve received a product that’s broken, damaged, incomplete, or past its best-before date, you’re entitled to a free replacement. Our apologies for the inconvenience — contact our customer service and we’ll resolve it as quickly as possible.

As soon as you’ve received a confirmation, we get to work. When your order leaves our warehouse, you’ll receive a shipping confirmation with your order details and tracking information. Read more about expected delivery times. Having trouble tracking your order, or didn’t receive a shipping confirmation? Contact our customer service.

We always follow the standard delivery options for the country you live in. See the shipping overview for more information.

Once your order has been paid, it’s no longer possible to change the delivery address. If your delivery address is incorrect, contact our customer service.

Return & Refund

If your package has been returned to us, there can be several reasons — maybe you weren’t home, or the delivery address was incorrect. The reason is usually shown in the tracking information. Contact our customer service and include your order number so we can help you quickly.

Have an item you’d like to return? Check out our returns policy for the steps.

If you live in the Netherlands, France, Belgium, or Luxembourg, returning your package is free when you use our return label, which you can request from our customer service. If you live in Spain, you’ll cover the return shipping costs yourself. See our returns policy for more information.

If you’re entitled to a refund, we process it via the same payment method you used for the original purchase, always within 14 business days of receiving the returned products (unless you choose a replacement item instead). If you return your entire order, we also refund the original shipping costs; for a partial return, we only refund the cost of the returned items.

Register & Login

Enter your login details to sign in. Don’t have an account yet? You can easily create one.

This is quick and easy — just fill in a few details.

NXT Level processes personal data as part of your purchase in the webshop and, if applicable, when creating a personal account. This includes details such as first name, last name, address, postcode, city, phone number, and email address.

Yes, your personal data is protected with appropriate technical and organisational measures, including access controls, up-to-date software, and regular testing of our security measures.

Inactive accounts with no linked NXT Level membership are automatically deleted after two years.

You can’t delete your account yourself. Send an email to privacy@basic-fit.com to have your account deleted.

If you already have an NXT Level account, click ‘Login’ at the top of the page and then select the ‘NXT Level member login’ option.

Other

Easy — use our contact form!

We’re sorry to hear you have a complaint and we’d like to resolve it for you. Report your complaint to our customer service and we’ll help you as quickly as possible.