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.

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.

View the status of your order easily in My Coolblue. 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.

Delivery of a large product via Coolblue

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

Delivery of a small product via Coolblue

The delivery driver will call you to make sure you're home or whether they can deliver your order to your neighbors. If that's not an option, we'll take your order back with us. In that case, we'll send you an email so you can choose a new delivery moment.

Delivery via DHL
The DHL delivery driver will first try to deliver your package to you or someone else in your household. If that's not possible, they'll try to deliver it to your neighbor. Still no luck? They'll take your package to a DHL pickup point where you can collect it. Do you already know you won't be home? Use your DHL package notification email to change the delivery location and/or delivery moment.

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

We'll solve it for you, of course. Fill in the online return form, where you can indicate that your product is damaged and that you want a replacement.

In most cases, we'll come to pick up large and heavy products. A return is free in all cases.

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 DHL 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.

Did you move, or did you order something that's being sent to the wrong address? You can inform us. In case of a move, you can easily change your address in your Coolblue account. Already placed an order? Inform our customer service. We'll see if we can still change the address of the shipment.