Delivery issues

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.

Wait a little longer. Your order will probably be delivered in multiple packages and one of them is delayed.

bpost and PostNL In the shipping confirmation, you can find one or more links to the Track & Trace of your package(s). You can see the status of your order of your Track & Trace pages of bpost and PostNL. Hasn't your package arrived after 5 days? Contact our Customer Service.

CoolblueDelivers or CoolblueBikes Is your order partly delivered by CoolblueDelivers or CoolblueBikes? Contact our Customer Service.

Are you missing a part of your product? Contact our Customer Service.

Delivery via bpost

Do you have a bpost account? You can enter your delivery preferences for when you're not at home. Bpost then delivers the package wherever you want. If you don't have a bpost account, the delivery driver makes the choice themselves. They can deliver it to your neighbors, leave it in a safe spot, or at a bpost pickup point. You receive an email from bpost and a note with the location of your package.

Delivery via PostNL

The delivery driver leaves your package with your neighbors. If that's not possible, they come back the next day (except on Sundays). You can also choose a different delivery moment yourself via PostNL.be.

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.

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.

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.

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 address of an ongoing order As soon as you've placed an order, you can't change the delivery address of the order yourself anymore. How you can still change the address depends on the delivery service that delivers your package.

Delivery by bpost Already received an email that says bpost will deliver your package? Unfortunately, it's too late to change your address. You can make a last-minute decision to get your package delivered to a bpost-point or parcel locker instead of the wrong address. 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 by 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 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.

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.