Delivery problems

View the latest updates on your package via your Track & Trace in My Coolblue. Please also check if you've received an email from us.

Are you unsure where your package is? Wait a little longer, because your package may arrive on another day. Didn't receive your order after 5 days? Please contact our customer service customer service. Do this within 14 days after your original delivery date. We'll then look for a solution together.

Delivery via our delivery partner You can specify your delivery preference for when you're not home via the bpost or DPD app. If you haven't specified a delivery preference, the delivery driver will choose to deliver the package to your neighbor, a safe place, or a pickup point. You'll receive an email with the location of your package. You can also see the delivery location in your Track & Trace.

Delivery of a large product via Coolblue

For the delivery of products like a washing machine, fridge, or television, call our customer service. They're happy to plan a new delivery moment for a different day.

Delivery of a small product via Coolblue

The delivery driver calls you to make sure you're not at home and to ask if they can deliver your order to the neighbors. If that's not possible, we'll take the order back with us. You'll then receive an email from us to choose a new delivery moment.

It's unfortunate that you haven't received your package yet. You can do a few things yourself:

• Wait and see if the delivery driver will still drop by. Sometimes, the delivery driver scans several packages at once and rings your doorbell later today.
• In your Track & Trace, check where your package has been delivered. If you're not at home, the delivery driver delivers your package to your neighbors or a pickup point.
• Ask your neighbors to see if they have your package.

Tried all of this, and still haven't received your package? Contact our customer service as soon as possible. Do this within 14 days after your original delivery date. We'll then look for a solution together.

In My Coolblue, you can easily view where your package is. Here, you'll also find a link to your Track & Trace. You can also find the Track & Trace code in your shipping confirmation email.

Is your Track & Trace not correct on the day of delivery? Contact our customer service.

We're sorry to hear that. You can contact our customer service. We're happy to hear your story and we'll look at the situation and find a solution together.

Delivery via bpost Already received an email that says bpost will deliver your package? Unfortunately, it's too late to change your address. You can decide to get your package delivered to a bpost-point or parcel locker. You can do this by adjusting your delivery preferences in your bpost account or via the My bpost app. Note: this trick only works if the delivery driver hasn't started their route yet.

Delivery via DPD Is DPD delivering your package? You can change your address in your DPD account or via the myDPD app. You can also choose to have your package delivered to a DPD pickup point.

Delivery via Coolblue Contact our customer service to change your address. If your order is already far into the delivery process, the delivery moment might have to be adjusted as well when you change addresses.

Delivery address in account Did you move and want to change the delivery address in your account? You can! Go to the 'information' page in your Coolblue account and easily adjust your delivery and invoice address here.

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

Of course, we'll come pick up large and heavy products. A return is free in all cases.

Fill out the online return form within 30 days and clearly state which part are missing. Don't forget to add the serial number. Also state which of these 2 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 1 day after we've received your return.

Oh no! We advise you to reread the user 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 for a return within 30 days via the return form or go to one of our stores You can choose to get your money back or to receive a new product. You'll help us if you indicate what the problem with your product is, so we can improve our assortment.