Coolblue

Reporting damage or theft

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If the costs of the repair are less than the replacement value, we'll send your product to a repair service to see how much it costs to repair the product. In this case, you'll receive a payment request for the repairs via email, for the deductible amount that's stated in your policy.

Next, you can select a new product on our website. Contact our Customer Service. Only the Customer Service can redeem shop credit. If you pay for your insurance monthly, the minimum term of the insurance is 12 months. If you receive shop credit from Coolblue in the first year, the remainder of the insurance will be deducted from that.


After receiving your product, we'll send it to the repair service to check what the repair costs will be. After doing so, we'll contact Actua, our insurer. You don't have to do this yourself. There are 2 possible outcomes:

  1. Your product will be repaired.
  2. You'll get store credit to purchase a new product on our website.

  1. Report the incident to the police within 48 hours.
  2. If your phone got stolen, call your provider to block your SIM card.
  3. Report the theft to your insurer. If you purchased insurance before 1 October 2018, use the ACTUA claim form. Did you purchase it after that date? You're insured via ERGO, so you can send an email to diefstal@coolblue.nl. Make sure to add:
  • your police report;
  • the policy number on your policy sheet;
  • the order number. You can find it in your My Coolblue account, or in your order confirmation.

You'll receive shop credit equal to the replacement value of your product, minus your deductible. You can select a new product right away. The insurance for your old product will expire, so make sure to re-insure your new product.


Register your damaged product in one of our stores, via our Customer Service, or via the online damage form in My Coolblue.

Large products Is the product heavier than 30 kilograms and/or larger than 175x78x55 centimeters? Returns work as follows:

  • Register your product via the online return form, we'll make sure a repair appointment is being made.
  • Within 24 hours after your report, the manufacturer will make an appointment to repair the product at your home.
  • Our delivery drivers will come pick up your product the next working day. You'll be notified of this via email or phone.
  • Want to change the pickup day? You can do this via email or telephone as well.

If the costs of the repair are less than the replacement value, we'll send your product to a repair service to see how much it costs to repair the product. In this case, you'll receive a payment request for the repairs via email, for the deductible amount that's stated in your policy.

After that, your product will be repaired and we'll send it back to you or a store. In most cases, you'll have your repaired product back within 2 weeks. If the damage falls under the warranty, you won't have to pay the deductible.




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