We do everything it takes to keep your private details truly private. You don’t want to be spied on by parties who run away with your personal details when you order something with us. We don’t blame you.

We do ask about your information, so we can help you as much as possible. You can read which information we ask and what we use it for below. You can also see what your rights are, who has access to your data, and for how long we store your data.

This privacy policy was last updated on 1 March 2024.

Want to know more?

Do you want to know more, for example where your data is stored or who has access to your data? You can read more here.

Coolblue delivers cookies when you visit us. Sorry, no lady fingers, biscuits, or other cookies that spoil your appetite. Just small (temporary) text files for your PC.

Thanks to cookies, you don't have to enter or download the same information when you return to our site. Nice, right? In addition, they help us understand how you use our sites and how to make it better and more customer-friendly. It has to be said, we also use them for marketing purposes. We only do this when you give us permission to do so.

Our Google analytic cookies are set to have as little impact on your privacy as possible. We don't share your data with Google without permission and we partially mask IP addresses, for example.

You can also turn off our cookies. Please note that our websites don't work optimally if you do.

Customer satisfaction is very important at Coolblue. You can assume as much. Even more so: you can take our word for it. If that's not enough, there's always the Thuiswinkel Waarborg. The Dutch Thuiswinkel Organisatie, also called Thuiswinkel.org, only grants this quality logo to webshops that stick to its rules of conduct and to Dutch legislation, of course.

Great. But what's in it for me?

Good question. The answer is simple: quite a lot. If you see the Thuiswinkel Waarborg logo on a website, it means you're dealing with a trust-worthy webshop...

• Who'll offer you a secured payment environment.
• Whose general Terms & Conditions meet the standards of the Consumentenbond.
• Where you'll have 30 days to change your mind about your purchase.
• Who'll handle your complaints seriously, quickly, and correctly.

We require your details in a few instances. For example, when you buy a product on our website or in one of our stores. We use your details to process your purchase in our records. Or when we want to send you an invoice, when you place a pre-order, or when you just want to be kept up to date on our inventory. We only do the latter when you let us know we’re allowed to keep you up to date.

What do we want to know from you?

• Salutation, first- and last name
  • Hi there! We’re Coolblue, and what’s your name? We’ll make sure your name is presented on the invoice, in all its glory.
• Address and place of residence
  • We put your address and place of residence on the invoice as well. We also use this as the delivery address. You can’t edit your invoice after you received it.
• Phone number
  • We use your phone number to send you a message about your order or about our inventory. Is something unclear? We'll give you a call. Sometimes, we'll also call just to check if everything went well. That saves us both a sleepless night. Other than this, we wouldn’t just randomly call you. We promise.
• Payment details and invoice
  • We use a secured environment for payments. When you pay with iDeal or through bank transfer, your details will be saved in our records in order to link the payment to your order. Next to this, we only use your account number when you receive money back from us. When you pay with your credit card, we send your credit card details from our secured environment directly to Adyen. They process our credit card payments. We won’t be able to see your credit card details, Adyen will only tell us whether the payment was successful. The following details are on our invoice: your first and last name, address, place of residence, invoice number, customer number and order number. You won’t be able to edit the invoice once you’ve received it.
• IP address
  • We recognize you in our stores because of your beaming smile, but on the internet, we look at your IP address. By saving the IP addresses of our visitors, we will be able to provide our customers a secure shopping experience.
• Email address
  • You’ll receive an email on your order or invoice, as well as when you’d like to order a product which is back in stock.
• IMEI and serial numbers
  • We record the serial and/or IMEI numbers of certain products. These numbers are also on your invoice. They’re useful identification numbers in case your product is lost or stolen.

We deliver your order on the right address, on the right date, and at the right time. We require your details for this, which we provide to one of our delivery partners. Or we deliver the product ourselves with our magic blue van. In case you’ve ordered a product which needs to be installed, we’ll send one of our Handy Harrys along for the trip as well.

What do we want to know from you?

• Salutation, first- and last name
  • We're Coolblue, what's your name?
• Address and place of residence
  • It would be nice if you actually received your order. Preferably where you live. With the right address, we’ll be able to deliver your order with lightning speed.
• Phone number
  • We use your phone number to send you a text once the delivery of some of your products is almost there. We’ll give you a call in case something is unclear. Sometimes we give you a call to check if everything went well with the delivery. That saves us both a sleepless night. You won’t have to expect any random calls from us. We promise.
• Email address
  • You’ll receive an email in order to track your order. In some cases, you’re receive a separate email on the delivery appointment or installation, just to make sure that you’ll be home to receive your order.

If your product is broken or defective, you’ll of course want it to be fixed as soon as possible. Or you changed your mind about a product and you’d like to send it back within the return window. This is also possible, of course. We'll repair or replace your product, depending on the warranty.

What do we want to know from you?

• Order number
  • This is very useful for us to see what you’ve ordered, in order to help you as quickly as possible.
• Postal code and house number
  • With your postal code and house number, we can see whether you’ve ordered the returned product with us.
• Phone number
  • We’ll call you to make an appointment for the repair. And again when we’re on the way with our magic blue van to repair or pick up your product. Sometimes, we’ll give you a call to ask you how you thought it went. But we won’t randomly call you after that.
• Email address
  • You’ll still be able to repair certain products with us which you haven’t purchased at Coolblue. We’ll need the following information to figure out whether we can help you further.
• Salutation, first name, and last name
  • Playing hide and seek is fun, but our delivery drivers like to bring your order to you right away. With the right address, they'll deliver the order very fast.
• Phone number
  • Sometimes we'll give you a call to ask you how you thought it went. We promise we won’t call at random at any other time.
• Email address
  • We'll email you the shipping label and keep you posted by email on the status of the repair. You'll be able to pay for the repair through the iDEAL payment link.
• Product information
  • In case you haven’t bought the product at Coolblue, we’ll ask for specific product information. For example, the brand, model, type serial numbers, and/or IMEI numbers.
• Password
  • We’ll need your password for some repairs. Before you provide us with the product, we ask you to change your password and share your new password with us. Once we’ve repaired the product, we’ll ask you to change your password again.

Don't want to use a product, but do want to use it? That's possible. You can lease certain products from us for a monthly fee. You'll find more information on the rate, period, use, and whether you can lease in the terms and conditions of the subscription. In some cases, we can remotely switch off or block the product if you don't pay in time. We'll never check your private information stores on the product when we access it remotely.

Before we lease you a product, a third party will check whether you're creditworthy. Based on that information, we'll decide if we want to lease to you. We only store the information that we've tested your creditworthiness, nothing else. If you want access to your credit check, you'll have to contact the relevant third party yourself.

We'd like the following information from you.

• Salutation, first- and last name
  • We're Coolblue, what's your name? We need this information to check your creditworthiness.
• Address and place of residence
  • It would be nice if you actually received your order. Preferably where you live. With the right address, we’ll be able to deliver your order with lightning speed. We also need this information to check your creditworthiness.
• Phone number
  • We use your phone number to send you a text once the delivery of some of your products is almost there. We’ll give you a call in case something is unclear. Sometimes we give you a call to check if everything went well with the delivery. That saves us both a sleepless night. You won’t have to expect any random calls from us. We promise. We also need this information to check your creditworthiness.
• Email address
  • You’ll receive an email with your contract, which you have to approve via email. In some cases, you’;; receive a separate email on the delivery appointment or installation, just to make sure that you’ll be home to receive your order. We may also use this information to check your creditworthiness.
• Date of birth
  • We need this information to check your creditworthiness.
• Bank information
  • We may use this information to check your creditworthiness. We also charge the monthly fee and possible other costs such as the deposit to your account automatically.

Have you and your product decided to part ways? Then we’d love to give your product a second chance. In case you haven’t done this yourself just yet, we’ll delete all your personal details first. The product can’t get a second chance? Then it'll be processed in an environmentally-friendly way.

A used product can sometimes be worth money and you’ll be able to exchange the product at one of our partners through us. This partner is 100% responsible for your privacy. You can read the partner’s privacy policy for further details and how it works.

In case you’d like to exchange a product through us, we’d want to know the following things from you:

• Salutation, first name, and last name
  • Hi there, we’re Coolblue. What’s your name?
• Address and place of residence
  • We'd like to know where your returned product came from. Or if you bought a Second Chance product, we’ll deliver it on this address.
• Phone number
  • Sometimes we'll give you a call to ask you how you thought it went. We promise we won’t call at random at any other time.
• Email address
  • We’ll email you the shipping label and a Coolblue gift card or shop credit for the same amount as the trade-in value.

We do anything for a smile. To check whether we’ve accomplished our mission, we’ll send you an email or message through social media to measure your level of satisfaction. We’d like to know what we can do better, and it’s useful for other customers to assess whether they’d want to order their products with us.

For example, we’ll email you a customer satisfaction survey on the delivery of your refrigerator or to ask you if we’ve processed your complaint properly. We could also ask you by email to leave a review on your latest purchase. Or you’ll receive personalized tips and information on products based on your purchases with Coolblue.

If you’d rather not receive any emails, we won’t hold it against you, of course. You can adjust your email preferences in My Coolblue. Or you can unsubscribe with the unsubscribe link in the emails. Our customer service is ready to help you out in case you face any difficulties.

Cookies

We want to let the website run as optimally as possible, and make it a little bit better every day. That’s why we measure the behavior of our visitors through cookies. For example, we measure the page views, zooming in on products or clicking on links. We of course always handle your details with care.

We’re ready to help you out with questions regarding your order at any time. We also love to solve problems or tell you about our newest products. You can call us or email, tweet, WhatsApp, and Facebook us. Or you can visit us at one of our stores.

You won’t have to tell us a story twice, we simply remember it. By which we mean we just write down what you said the first time. To process your question or complaint, we could ask for your order number, name, email address, phone number, and other details which will make the process easier.

To make our service a little bit better every day, we analyze all moments of contact. For example, by recording a phone call with you for training purposes. We’ll of course let you know in advance, so you’ll have time to warm up your vocal cords. We won’t save the recordings for longer than 30 days.

When you browse the Coolblue website or click on a product, cookies and similar techniques come into play. The cookies allow us and third parties to review your online behavior on the website. We can, for example, track the search terms you use and see which products you click on or order.

With this information, we show you ads based on your interests, we measure how effective our ads are, personalize the emails and you’ll be able to share information on social media. Want to know more about cookies or how to adjust the settings? Go to our cookies page.

Great, you have a My Coolblue account! You're part of the club. In your account, we'll save the details of your previous orders, returns, email preferences, and personal details. That saves you time, because you won’t have to enter this info every time you visit your account.

The following details are in your account:

• First- and last name
  • We're Coolblue, what's your name?
• Invoice- and delivery address
  • We put your address and place of residence on the invoice. We also use this as a delivery address. You won’t be able to edit your invoice afterwards.
• Phone numbers
  • We use your phone number to send you a message about your order or about our inventory. We’ll give you a call in case something isn’t clear. Or we can call to ask if everything went well. That saves us both a sleepless night. You won’t have to expect any random calls from us afterwards. Pinky promise.
• Date of birth
  • We’d like to wish you a happy birthday. You’d rather keep your age private? You won’t have to provide your birth date in this case.
• Email address
  • Your email address is your username when you log in to your My Coolblue account. We also use your email address to send personal and general emails. If you’d rather not receive any more emails, you’ll be able to edit your preferences in your account or unsubscribe through the unsubscribe link in the emails themselves.
• Password
  • We save your password in secret code. It's so secret, we can’t even see what your password is. The code checks whether your password is correct when you log in.
• Order number
  • This helps us to find what you’ve ordered with us. You could need this number when you contact us.
• Return number
  • We register your returned product and keep track of the status with this number. This way you can check whether your return has been processed.
• Invoice
  • All our invoices have the following information on them: first- and last name, address, place of residence, invoice number, customer number, and order number. You won’t be able to edit the invoice afterwards.

We send you all kinds of emails. You receive emails regarding your purchase, information on your order, a review request, or tips for your product. In these emails, we use techniques that measure and improve the effectiveness of our services.

You can also subscribe to personalized promotions, the weekly newsletter, and the business newsletter. You’ll receive custom promotions from time to time, based on your purchases at Coolblue. The content of the newsletter is personalized, based on your purchases and the products you’ve viewed on our website.

We’ll only send you personalized promotions and newsletters with your permission. If you’d rather not receive newsletters anymore, it's easy to unsubscribe. There’s a link at the bottom of the email, in your My Coolblue, or you can unsubscribe through our customer service.

When you’re logged in to My Coolblue, we recognize you as a unique visitor and we keep track of data regarding your behavior on our website. Think of page views, zooming in on products or clicking on links. This way, we can analyze your reading behavior on our website, and provide content which fits your personal wishes. We link your reading behavior to your My Coolblue account and your purchase details. We save this combination centrally, so we can analyze everything properly.

We use this data to personalize our ads and emails. We make sure we show as many useful ads as possible on our website, or on third party websites. That’s how we prevent ads which are unrelated to what you want. We already know you prefer Nespresso over Senseo, so we both benefit.

To show you as many relevant advertisements as possible, we may also participate in Facebook’s Custom Audience program or a similar program from Google. For this, we share information like your email address or phone number. Would you prefer it if we didn’t? No problem. You can turn this off via My preferences.

We also use your data to give you tailored advice per email. You’ll find more information on this in 'Newsletter & email'. We handle your data with care, and in case we involve third parties, we make sure they do the same. Pinky promise.

We also use cookies to get to know you better. If you’d rather not want that, then have a look at our cookie page. By deleting cookies, we won’t be able to recognize you anymore as a unique visitor. This also means we can’t show you anymore personalized ads. You could come across generic ads. Social media pages can for example show you ads based on historical data. We recommend you to read the privacy policies of these parties, for more information how you can adjust these settings.

Do you know those stories about lottery winners who never show up? Of course, you enter your name, phone number, and email address when you participate in a Coolblue promotion. You’ll hear from us whether you’ve won, or if we’ll return money in a cashback promotion.

We also use these details to analyze our promotions. So we can make them more fun each time.

You can send us a tweet, a Facebook message, and a chat message. We also like it when you watch our videos on YouTube or like our Facebook page. We'll show you relevant ads on social media about our latest products or promotions based on your interests. We use cookies to do this. We never share our customer base directly with Facebook or Twitter.

• WiFi and cameras
  • All Coolblue stores have cameras. This is really important for your safety and the safety of our employees and products. We don’t save camera footage of our stores for longer than 4 weeks. The exception is when we see something suspicious which we’ll have to investigate further. This means we’ll have to save the footage for a longer time because of a legal requirement. Make yourself at home. Simply use the free WiFi at our stores. When you make use of our WiFi network, data is collected from the device you use to log in. An example is the MAC address (identification number). We only use this information to prevent misuse. We block access to the device in case illegal activities take place on our WiFi network.
• Security
  • We'd like to trust everything and everyone. Online and offline. And as much as we want to, this seems a bit naïve. We sometimes need to use customer information to investigate, prevent, and actively stop fraud. This is in the interest of Coolblue and all customers. If you’re really, really, acting suspiciously, we’ll have to pass on your details to the authorities, and nobody likes that. So we’d suggest you don´t.

Coolblue has its own app, so you can always find us in your back pocket. Once you download the app, you agree with the terms and conditions. You can also find this privacy policy in the App Store and Play Store. If you download the app, we'll register your IP address and information on how you use the app. Apple and Google will register the bundled demographic information of the total group of users.

You can find and order all kinds of products in our app. When you log in to My Coolblue, we’ll be able to show you relevant promotions and ads as well. You’ll also find an overview of all your orders in your My Coolblue account.

We look at what country you're in and which language you’re using our app, so we can show you the correct range of products. When you’re logged in to the app, we’ll be able to show you relevant promotions and ads as well. Cookies will also be placed within our apps when you’re using it. They’re purely functional. By using the data, we can make the app a little bit better every day. And the cookies remember the content of your cart and make sure you stay logged in. Pretty useful.

If you state that you’re a business customer, we’ll adapt our service to your situation. We’ll ask you to provide all the information which is mentioned under ‘Order’. In addition to this, we’ll need your company name, legal form, VAT number, and excerpt from the Chamber of Commerce (KvK) in order to register you as a business customer and perform a credit check.

We’d like to send you our Coolblue Business newsletter with relevant promotions. If you’d rather not receive newsletters anymore, you can unsubscribe. You can do this in your My Coolblue or via the link at the bottom of the newsletter.

Coolblue Energy is the trade name of ServiceHouse B.V. and is part of Coolblue. At Coolblue Energy, we also do everything we can to keep your information private. We carefully handle your information when you register at Coolblue Energy or become a Coolblue Energy customer. You can find which data is included and how we keep it private in Coolblue Energy's privacy statement.

Coolblue and Coolblue Energy work together. This means it's sometimes necessary for Coolblue and Coolblue Energy to share your information with each other. This only happens when there's a good reason for it. For example, when you register for Coolblue Energy products or services via a Coolblue Channel. Or when you're a Coolblue and a Coolblue Energy customer. Coolblue and Coolblue Energy are both controllers under the GDPR and have made additional agreements about the division of responsibility and security of the personal data.

Did you find a vulnerability in one of our services? For example, a weak spot in our systems? We’d like to hear from you. Send your findings to foutjebedankt@coolblue.nl. Make sure to include:

• What exactly you found;
• Which IP addresses you used;
• Which steps led to the vulnerability.

Do you also have screenshots or a video of what you found? If so, include those as well.

During the investigation

Of course, we’ll thoroughly investigate your report. While we investigate, we’d like to ask you not to share any information with others and not to make use of the vulnerability. This could have unpleasant consequences for everyone. We’ll keep you informed about the progress, of course. Thank you!