Delivery problems
I'm not satisfied with the delivery driver. Where can I leave my opinion?
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.
What will happen to my order if I'm not home?
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.
Delivery via PostNL
The delivery driver gives your package to the neighbors. If that's not possible, the delivery driver brings your package to a PostNL point near you. Know in advance that you're not going to be there? You can often choose a different moment before the first delivery attempt via PostNL.nl or via the PostNL app.
What should I do if I haven't received part of my order?
Wait a little longer. Your order will probably be delivered in multiple packages and one of them is delayed.
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 at the bottom of your Track & Trace page on the PostNL website. 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.
What's the status of my order?
View the status of your order easily in My Coolblue. Due to Black Friday, there's a chance that your package might be delayed. 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.
How do I change my delivery address on a pending order?
How you can change the address of a pending order depends on the delivery service that delivers your package.
1. Delivery via PostNL
- Haven't received a shipping confirmation? Please contact our customer service to change your address.
- If you've already received a shipping confirmation, you can change the delivery to a PostNL point via 'change delivery' in the PostNL Track and Trace.
- If your package is already too far in the delivery process, this is unfortunately no longer possible, not even via Customer Service. There'll be a notification on your Track & Trace page. You can ask the residents of the wrong address if you can pick up the package there or ask them to refuse your package. Your order will be returned to Coolblue and you'll receive a refund within 5 days.
2. Delivery via Coolblue Please contact our customer service to change your address. If your order is already far into the delivery process, the delivery time may also need to be adjusted if you change the address.
My PostNL Track & Trace says my package was delivered, but I haven't received anything. How's that possible?
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 PostNL delivery driver delivers your package to your neighbors or a PostNL 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.
What should I do if I haven't received my package?
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 due to Black Friday. 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.
