Steps in repair process
Do you repair products at home or do I have to send it in?
This depends on the specific product. We offer different solutions for small products and large products.
- Most products can be returned to us. Pack up the product and send it to us via a nearby DHL point.
- In case you want to have a large product repaired, such as white goods, a technician will come so your appliance doesn't have to be moved.
Do you want to know if a technician is going to come by? We'll always let you know via email after your product has been registered. You can easily register your repairs yourself easily and quickly via the online return form. In addition, you can find out what type of warranty you have on the product page of your product, under 'specifications'. Does it say 'On-site service'? A technician will come by.
What do I have to do to get my product repaired?
- Register your repair via the online return form.
- Prepare your product for the return trip:
- Pack it well with sturdy packaging. This doesn't have to be the original packaging.
- Delete your data and account if necessary.
- You'll receive a shipping label as attachment of your email.
- Have the QR code scanned via a DHL point nearby and send the package back for free.
- Sit back and keep an eye on the status via My Coolblue.
When does the mechanic contact me to make an appointment for repair?
The technician will contact you within 2 working days after you've registered your repair.
How do I register my repairs online?
You can do this easily and quickly via the online return form.
Is your product not listed with the orders? It's possible that you're logged into the wrong My Coolblue account. Log in with the email address that you originally purchased your product with.
Who will keep me informed about my repair? Coolblue or the repair service?
We'll always keep you informed about your repair via My Coolblue. Also keep an eye on your email (and your spambox just to be sure). If a technician is going to come by for your repair, they'll also contact you.
Who will repair my extra large product?
With large products like white goods, a mechanic will come by so the appliance doesn't have to be moved.
You can easily and quickly register your repair via the online return request form.
Do you erase my files during the repairs?
Yes. We ask that you back up your data, unlink your account, and reset your product to factory settings where possible. Read how to do that here.