Delivery problems

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 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 our delivery partner

The delivery driver gives your package to the neighbors. If that's not possible, the delivery driver brings your package to a PostNL or DHL point near you. Do you know in advance that you won't be there? You can use the delivery partner's app to choose another moment even before the first delivery attempt.

How to change the address of a pending order depends on the delivery service that delivers your package.

1. Delivery via PostNL 

• Changing the delivery address isn't possible. You can change your delivery to a PostNL point via 'choose another moment or place' in the Track and Trace of PostNL. 
• If your package is already too far into the delivery process, this is unfortunately no longer possible, not even via customer service. 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 DHL

• Changing the delivery address isn't possible. You can change your delivery to a DHL point via the DHL app.

2. Delivery via Coolblue Contact our customer service to change your address. If your order is already far into the delivery process, the delivery moment may also need to be adjusted if you change the address.

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 PostNL or 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.

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.

It's very busy at the moment, so your package might be on its way longer. As soon as we've sent your package, you'll receive an email with a Track & Trace.

It's very busy at the moment, so your package might be on its way longer. As soon as we've shipped your package, you'll receive an email with a Track & Trace. When you've received the email, you can view the latest updates on your package via My Coolblue.

Did you receive a Track & Trace, but don't know where it is? Wait a little longer, because your package may arrive on another day. Didn't receive your order after 3 days? Please contact our customer service. Do this within 14 days after your original delivery date.