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Delivery issues

Oh no! Report this to our customer service. We can help you 7 days a week and will make sure you receive the correct order as quickly as possible.

Fill out the online return form within 30 days and clearly state which parts are missing. Don't forget to add the serial number. Also state which of these two solutions you prefer:

  • __Backorder the missing part. __ In most cases, the missing part will be delivered within 2 weeks. If we can't backorder the part, we'll contact you and exchange the product for you after all.
  • A new product . You'll receive your new product one day after we've received your return.

Oh no! We advise you to reread the manual first. Maybe you can solve the problem on your own, so you can start using your product right away and won't have to return it. For many products, you can download the manual via the product page. You can find this by going to My orders in your My Coolblue account and clicking the product.

Didn't work? Register your product to be returned within 30 days via the return form or visit one of our stores. You can choose to get your money back or to receive a new product. You can help us by letting us know what's wrong with the product, so we can improve our assortment.

Check the following:

- The Track & Trace code You can find this in your shipping confirmation. Check this link to see if the delivery time has changed.

- The delivery address

- The mailbox Did you miss the delivery? There will be a note in your mailbox. The package will be delivered to your neighbors' house or the deliver driver will try again.

Didn't receive a package? Usually, a delayed package is delivered the next day, so wait a little longer. Didn't receive your package 5 days after your original delivery day? Please contact our Customer Service. Via your Track and Trace, you have the most current information about your delivery time.

Once you've placed your order, you can no longer change the delivery address of that order yourself. How you can still change your address depends on the delivery service that delivers your package.

Delivery by bPost
Have you already received an email stating that your package will be sent with bpost? Unfortunately, it's too late to change your address. You can still choose to have your package delivered to a bpost pickup point or parcel locker instead of to an incorrect address. You do this by adjusting your delivery preferences in your bpost account or via the My bpost app. Note: you can only do this if the delivery driver hasn't started their route yet.

Delivery by Coolblue Please contact [our customer service] (https://www.coolblue.be/en/customer-service "Customer service") to change your address. If your order is already into the delivery process, the delivery time may also need to be adjusted if you change the address.

We're sorry! You can contact our customer service. We're happy to listen to your story and look for a solution together. If it's busy, it might take a while before we can answer the phone. You can always email us.

Wait a little longer. Your order will probably be delivered in several packages and one has been delayed at bpost. Delayed packages are usually delivered within 1 or 2 days.

Was part of your order delivered via CoolblueBezorgt or CoolblueFietst? Or were your products delivered, but are you missing part of your product? Please contact our customer service.

We'll solve it for you, of course. Fill out the return form within 30 days. You can indicate that you want a replacement product. You can also return your product in one of our stores. Make sure to indicate that your product was delivered damaged and what your desired solution is.

We'll pick up large and heavy products. Returns are free in all cases.

Delivery via bpost
Do you have a bpost account? You can indicate your delivery preferences yourself if you're not at home. Bpost will deliver your package where you want it. If you don't have a bpost account, the delivery driver will choose whether they're going to deliver to your neighbor, in a safe place, or at a bpost pickup point. You'll receive an email from bpost and a note in your box with the location of your package.

Delivery via PostNL
The delivery driver delivers your package to the neighbors. If they can't, they'll try again the next day (except Sunday). You can also choose a different delivery time via PostNL.be.

Delivery via CoolblueBezorgt
We call you to make sure that you really aren't at home. And to ask if we can deliver your order to your neighbors. If not, we'll take your order back and you'll receive an email from us to choose a new delivery time.

Check the following:

1. The Track & Trace code of the order
You can find this in My Coolblue or in your shipping confirmation. Check whether the time slot indication of the delivery has shifted via this link.

2. The delivery address
Is the delivery address you entered correct? Make sure to check your postal code.

3. The mailbox
Did you receive a "not at home" note? The package has been delivered to the neighbors or the delivery person has scheduled a new moment of delivery.

Is this all correct? Please wait a little longer. Usually, a delayed package is delivered the next day, so wait a little longer. Didn't receive your package 5 days after your original delivery day? Please contact our Customer Service

Delivery address of pending order Once you've placed your order, you can no longer change the delivery address of that order yourself. How you can still change your address depends on the delivery service that delivers your package.

  1. Delivery by bPost Have you already received an email stating that your package will be sent with bpost? Unfortunately, it's too late to change your address. You can still choose to have your package delivered to a bpost pickup point or parcel locker instead of to an incorrect address. You do this by adjusting your delivery preferences in your bpost account or via the My bpost app. Note: you can only do this if the delivery driver hasn't started their route yet.

  2. Delivery by Coolblue Please contact [our customer service] (https://www.coolblue.be/en/customer-service "Customer service") to change your address. If your order is already into the delivery process, the delivery time may also need to be adjusted if you change the address.

Delivery address in account Did you move and do you want to change the delivery address in your account? No problem! Go to 'Information' in your Coolblue account. You can easily adjust your delivery and invoice address.

You can easily view the status of your order in My Coolblue. You can also find a link to your Track & Trace here or in your shipping confirmation email.

Did you receive a shipping confirmation, but is your Track and Trace code not working? It usually only works on the day your order is going to be delivered. Is the code still not working on that day? It's best to contact our Customer Service.

It's a bummer that your package is delayed. Go to My Coolblue to find the most current delivery information about your order. You can also find your Track & Trace here.

Usually, delayed packages arrive the next day. Didn't receive your package 5 days after the original delivery day? Contact us:

Why wait 5 days? We give our delivery drivers 5 days to catch up with a delay and still deliver your package. Most of the time, they succeed.



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