F.A.Q. Frequently Asked Questions.

Deliveries

Who do you use for deliveries?
We use the Royal Mail to send our items unless the item is particularly heavy, in which case we will use a courier. Depending on the value of the goods delivered we may also send them Recorded, or Special Delivery.
Where do you deliver to?
We deliver to the United Kingdom this includes England, Scotland, Wales, Northern Ireland, the Isle of Wight, the Isle of Man, Channel Isles and all BFPO addresses.
We also ship to the following countries - Andorra, Australia, Austria, Belgium, Bosnia And Herzegovina , Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Falkland Islands, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Iceland, Ireland, Israel, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Montenegro, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Taiwan, USA, Vatican City.
What if my item hasn't arrived when I expected it to?
We send our items via Royal Mail PacketPost from the UK or from Switzerland. Note that deliveries from Switzerland will still come via Royal Mail post. Deliveries from the UK should arrive within 2 days and from Switzerland in only 2-3 days. The Royal Mail state that 90% of their First Class mail arrives the next day, and 90% of their Second Class mail arrives in 2 days, but if yours doesn't they have the following advice:

Is it less than 4 working days since your mail should have arrived?
If so, hold tight, it's probably on its way but may have been held up by an incomplete address, no Postcode, or unusual circumstances.

Is it 4 to 10 days since your mail should have been delivered?
If so, your mail is officially delayed and you should check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where mail may be left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection. You can locate your local depot here.

Have 16 days past since you item was posted to you?
The Royal Mail will now class your item as lost and we will either send you a replacement or give you a refund. Please send us an email, to returns@base.com, stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your letter will be used as evidence. We cannot refund or replace items that the Royal Mail has lost until 16 days have passed.

NOTE: Please make sure that your address details are entered correctly and accurately. We cannot be responsible for delivery problems caused by inadequate address details.

What happens on Bank Holiday Weekends?
Please allow additional time for your orders to arrive over the bank holiday. We suggest allowing an additional 2-3 days for your packages to arrive to allow for delays within the Mail.

Returns

Information on the Waste Electrical and Electronic Equipment Directive (WEEE Directive)
A. All Electronic and Electrical Equipment (EEE) placed onto the market from January 2, 2007 must be marked with this symbol to indicate that it is covered by the WEEE Directive, the provisions of which require that producers or manufacturers of EEE become liable to pay for take-back treatment and recycling of end of life equipment (WEEE):
  • What are Base.com's obligations according to the WEEE Directive?
    As a distributor of EEE Base.com, must facilitate the take-back of household WEEE from UK consumers and has decided to fulfil its obligations in this area by joining the Government approved "Distributor Take-Back scheme" (DTS) set up by Valpak. By joining the Valpak scheme Base.com is contributing to the establishment of a network of Designated Collection Facilities (DCF) where consumers may dispose of their WEEE free of charge for recycling and treatment in an ecologically sound manner. In this way Base.com can ensure that WEEE is disposed of by customers in a way that optimizes its re-use and recycling. The recycling and treatment of WEEE itself is part of the producer's obligation under the WEEE Directive. As a consequence of our membership of the Valpak scheme Base.com will not accept returns of household WEEE itself and cannot accept WEEE returns for recycling, neither do we make arrangements for its collection.
  • How does Base.com ensure safe disposal of my WEEE?
    Base.com has decided to join the Distributor Take-Back scheme (DTS) commissioned by the British Retail Consortium. This scheme is run by Valpak who are officially approved by the Government. As part of this scheme we ask that you take your old piece of equipment to a designated collection facility (DCF) run by Valpak in your area. An online search facility to help you identify a DCF near you is available on the following website:
    www.recycle-more.co.uk
  • Are there any other ways of disposing of my old electronic equipment?
    If your old piece of electronic equipment is still in a good working condition or could be repaired for further use, please consider donating it to a charitable organisation or by giving it to someone else in need. By extending the lifetime of your old equipment you are also contributing to the efficient use of resources and avoiding additional waste.
  • Please note that from July 1, 2007, it will be possible for you to dispose of your WEEE and ensure that it is recycled. EEE may contain hazardous substances which, if exposed, may have a serious detrimental effect on the environment and human health. That is why all WEEE that you volunteer for recycling will be specifically collected and treated by designated local waste facility centres and by licensed WEEE compliance schemes. By ensuring that you dispose off your old electrical and electronic equipment according to the new WEEE legislation you are helping to preserve our natural resources and protect human health.
  • What is the WEEE Directive?
    The production of electrical and electronic equipment is one of the fastest growing domains of manufacturing in the western world, and with broad consumer take-up of products in this area, there is also a mounting issue of waste. In June 2000, the European Commission put forward proposals to address this issue, and in December 2002 these were passed as the EU Waste Electronic and Electrical Equipment (WEEE) Directive.

    For the UK, the WEEE Regulations were laid before Parliament on December 12, 2006. The main requirements and obligations on producers and distributors of Electronic and Electrical Equipment (EEE) came into effect from July 1, 2007.

    The major provisions of the WEEE Directive are:
    • All manufacturers (or anyone else selling a product on the market in the EU) are liable to pay for take-back, treatment and recycling of end-of-life equipment.
    • Improve re-use/recycling of WEEE.
    • Ensure the separate collection of WEEE.
    • Inform the public about their role in dealing with WEEE.
  • Which products fall under the legislation and how do I recognise them?
    The WEEE Directive divides Electronic and Electrical Equipment into ten categories:
    • Category 1 - Large household appliances (fridges, cookers, microwaves, washing machines, etc.)
    • Category 2 - Small household appliances (vacuum cleaners, clocks, toasters, etc.)
    • Category 3 - IT and Telecommunications equipment (PCs, mainframes, printers, copiers, phones, etc.)
    • Category 4 - Consumer equipment (radios, hi-fi, musical instruments, videos, camcorders, etc.)
    • Category 5 - Lighting equipment (fluorescent tubes and holders, sodium lamps, etc.)
    • Category 6 - Electrical and electronic tools (drills, sewing machines, electric lawnmowers, etc.)
    • Category 7 - Toys, leisure and sports equipment (electric trains, games consoles, exercise machines, etc.)
    • Category 8 - Medical devices (analysers, dialysis machines, medical freezers, etc.)
    • Category 9 - Monitoring and control equipment (smoke detectors, thermostats, scales, etc.)
    • Category 10 - Automatic dispensers (hot drinks machines, sweet and chocolate bar dispensers, cash machines, etc.)
How can I recycle my old batteries
Under the Waste Battery Regulations, we are now offering a take back scheme for all portable waste batteries. We will accept the return of your waste batteries at our head office, or, alternatively, you can find your local waste portable battery recycling facility at http://www.recyclenow.com. Most Supermarkets and shops that sell batteries willl have collection bins for used batteries, and some town halls, shools or libraries may alos set up collection points. End-users may find stores in their local area more accessible.

Please do not return your used batteries to us via mail.

Ordering

About our prices
All prices listed on the site include VAT (where appropriate). Some items priced less than £18.00 may be fulfilled by Online Commerce GmbH (Switzerland) based on stock availability and will not incur VAT. This will be confirmed on the dispatch email. Delivery from Online Commerce GmbH (Switzerland) is still by Royal Mail Post and takes on average 3 to 4 days. As no VAT is incurred we will not provide a VAT receipt.
What types of payment do you accept?
We accept payment by credit or debit cards including VISA electron. We do not accept payment by cheque or postal order.
Do you have a price match policy?
No. We do not have a price match policy.
Do you take telephone orders?
No. Unfortunately, we are unable to take telephone orders.

Your Account

How do I create an account
You can create an account when you place your first order, or you can enter your details in the User Logon box that you can find on the left hand side of each page.
  • The easiest way to create an account is to select the items you want to buy and click on the Checkout button. This will take you to the User Logon screen. Click the link on this screen that allows you to register and create a new account.
  • If you want to register, but do not want to buy anything yet, you can enter your Email address in the User Logon box on the left hand side of each screen and press the Logon button. As your email address will not be recognised, you will be prompted to create a new account.
How do I change my password?
First, logon to Your Account. You can do this by clicking on the account tab at the top of every page, or by scrolling down the page until you see the logon box. Enter the Email address that you used to register with us and your current password. You are now logged on.

Again, scroll down to the logon box in the left hand column of the screen and click on the button named Details. This will take you to the Modify User page where you can change any of the details that are displayed including your Email address, Address and Password.

To change your password, enter your current password in the Old Password field, and then enter your new password in the New Password field. Enter the new password again in the Confirm New field to make sure that you have not mistyped it.

Once you have made your changes, press the Update button at the bottom of the page.

What do I do if I've forgotten my password?
If you have forgotten your password click on the 'Account' tab at the top of the main page. This will take you to the user logon page.

Enter the email address you use to log-on to the Base.com site in the email address box and click on the 'click here' link at the bottom of the login section, where it explains that your password will be sent to you via email.

How do I change my Email address?
First, logon to Your Account. You can do this by clicking on the account tab at the top of every page, or by scrolling down the page until you see the logon box. Enter the Email address that you used to register with us and your current password. You are now logged on.

Again, scroll down to the logon box in the left hand column of the screen and click on the button named Details. This will take you to the Modify User page where you can change any of the details that are displayed including your Email address, Address and Password.

Once you have made your changes, press the Update button at the bottom of the page.

Where's my stuff, how do I track my orders?
Logon to your account. The main account screen will show a list of your orders with the most recent orders at the top. An overall order status is shown.

Clicking the Details button shows the status of each item that on this order. The status column may say something like Dispatched 14:19 28/01/2014. The information will also include Tracking Numbers if your item was sent Recorded or Special Delivery.

About Us

Who are you?
Base.com is owned and operated by Online Commerce Ltd., a UK registered company.

To contact Online Commerce Ltd. you can write to

Online Commerce Ltd.
Unit 45 Rissington Business Park
Upper Rissington
Gloucestershire
GL54 2QB