Customer Service

It is easy to order products online in our online shop:

• Click on the product you wish to order.
• Click on 'Add to cart'.
• Next, click on 'Proceed to order'.
• Review your order and enter your personal details.
• Select whether to pay using iDEAL or by credit card.
• You will receive a confirmation email once you have paid. (If you have not received an email after half an hour, please check your spam folder.)
• Your order will now be processed.
• Once your order has been shipped, you will automatically receive a shipping confirmation email containing a Track & Trace code.
• You will receive your order within 3 days.

No. Although you have added an item from our online shop to your cart, this does not mean it is now reserved for you. If you don't complete your purchase, the item may sell out while it is in your cart. You'll then see a message that the product is no longer available.

If you have seen something on our website that you really want, buy it before someone else grabs it from under your nose!

We have placed a fixed order quantity on some items in our online shop. This is due to the shipping method used or the size of the parcel when shipped.

We also want to make sure there are enough items in stock so everyone has an equal chance to order them.

If you wish to order more of a particular item than the permitted order quantity, please place an additional order. Note: Delivery costs will be applied to each order.

We list one of the following statuses alongside our products:

• In stock
• Almost sold out
• Sold out

Unfortunately, we are unable to provide any further information. You should always bear in mind that the items in the online shop are available for brief periods and in limited quantities. We also add new online deals every week, too.

Your purchase has been successful if the payment has gone through. It may take up to 30 minutes to receive a confirmation email. Note: The confirmation email may end up in your spam folder. Add noreply@shop.action.com to your safe sender list to stop this from happening.

If you haven't received an email (in your inbox or spam folder) and the purchase amount has been debited from your account, please contact our Customer Service team using the contact form.

For small items shipped via PostNL, you'll pay the lowest shipping fee of €4.99. Most items cost €5.99 per order to ship – irrespective of the number of products you order or the total amount of your order.

Larger and/or heavier items incur higher delivery costs. If you order several different items, you will be charged the highest shipping fee for the order as a whole.

No. Unfortunately, you cannot change your delivery address once you have finalised your order. In some cases, you may still be able to edit your delivery address using the Track and Trace code you will receive by email once your parcel has been shipped.

Our Customer Service team cannot change your address once you have placed your order, either. If the address is incorrect on delivery, your order will be returned automatically.

Was your order delivered to an incorrect address? Please contact our customer service via our contact form so that an investigation can be started.

Use the Track and Trace link in your email to select a new delivery time or a different location for delivery.

If you won't be home when your order is scheduled for delivery, your parcel will be delivered to your neighbours or a DHL, DPD or PostNL pick-up point nearby.

DHL, DPD or PostNL will send you a Track and Trace code by email or through their app. You will then be able to use this code to pick up your parcel.

You will receive a Track & Trace code as soon as we have shipped your order. You can use the code to track your order. The delivery time is 3 working days on average, so please wait a little longer.

If you haven't received your order after more than 5 working days, please contact our Customer Service team using the contact form. Select the option 'Order not received', indicate the order number and add your invoice and a clear description. We'll do our best to find it for you.

If you receive your order after you have contacted our Customer Service team, please let us know by replying to the email you receive after submitting the contact form. Thank you!

You have the right to return your order within 14 days of receipt and without giving a reason. You can do so easily through the online shop.

Here's how to return your order:

• Place any unused and undamaged items in their original packaging (insofar as reasonably possible).
• Search for your order in the online shop under My orders and click on 'Register a return'.
• Download and print the return form and enter any missing information. If you don't have a printer, add a note with the requested information.
• Place the order and the return form in a suitable box or shipping bag.
• State the return address (which you can find on the return form) on the parcel or create a shipping label with this address using a delivery service of your choice.
• Drop the parcel off at the delivery service. The shipping costs for returning an item are at your own expense.
• Note: An appointment often has to be made to return large and/or heavy items that are not shipped with DHL, DPD or PostNL. Please contact our Customer Service team using the contact form.

You can also use the European model withdrawal form to inform us that you wish to cancel your purchase. However, you are not obliged to do so. In order to exercise your right of withdrawal, it is sufficient to inform us of this in writing before the 14-day withdrawal period has expired.

If this is the case, please contact our Customer Service team using the contact form. Select the options 'Complaint', 'Online shop' and 'Item faulty or incomplete'.

Include the order number and add any photos and/or videos showing the damage or fault. Please do not return the product yet. If we need you to return the item following an investigation, we will pay the costs for returning it.

We'll refund the full purchase price (including any shipping and payment fees) to your account as soon as possible, and within 14 days of receiving the notification that you'll be returning the items at the latest.

Note: We reserve the right to wait until we've received the items or until you've provided proof of shipment before refunding you.

If you'd like to exchange an item, we ask you to return it and place a new order.

The usual return period of 14 days applies to the item you are returning.

When ordering a replacement item, it is a good idea to check that it is still in stock.

Exchanges are no longer possible if the return period has expired or if the new product is sold out. Note: In some special cases it is not possible to return the product (for example products with a shelf life, or when shipping might not be safe). In this case, please contact customer service.

Please contact our Customer Service team using the contact form.

Specify three days when you'll be at home. We can then schedule a pick-up appointment for one of those days.

Note: it's only possible to schedule an appointment if your product was delivered by either Van Eck, or Dynalogic.

The statutory warranty applies to all our products. The statutory warranty means that a product is or must do what the consumer can reasonably expect from it. You can find more information about this here.

Some products are covered by an additional manufacturer's warranty. This is always mentioned on the product or on the packaging.

Within 12 months of purchase
If the product breaks within 12 months of purchase, it may not meet our quality requirements. You can then make a claim under the warranty.

12 months or more after purchase
If the product breaks after 12 months or more, you can still make a claim under the warranty, but we then ask you to prove that the issue is due to the product quality.

Making claims under warranty

To make a claim under the warranty, you must have proof of purchase. This may be the order confirmation or a transaction receipt. Please contact us via the contact form and attach proof of purchase as well as photos of the defect. We'll be happy to see what we can do for you.

If you cannot meet these conditions, you won't be able to make a claim under the warranty.

It goes without saying that complaints are never nice to receive, but they do help us to further improve our products and service. So, if you have a complaint, don't hesitate to contact our Customer Service team using the contact form. They will make sure you receive a substantive response within 14 days.

If you aren't satisfied with the handling of your complaint, you can turn to the Thuiswinkel Arbitration Committee, PO Box 90600, 2509 LP, The Hague (www.degeschillencommissie.nl).

You can also submit your complaint to the Dutch Foundation for Consumer Complaints Committees (SCG) through the (European Commission's Online Dispute Resolution (ODR) platform.

We're sorry to hear that the delivery didn't meet your expectations. We'd love to receive more information from you, such as the name of the delivery service and the date and time of delivery.

Please contact our Customer Service team using the contact form. to provide this information. Select the options 'Online shop' and 'Delivery'. Include your order number and add a clear description of your experience. This will help us to forward your complaint to the delivery service.

Click on the icon at the top right of the page or sign up directly via this link. Creating an account is super easy! Enter your name, e-mail address, and date of birth and come up with a password. Already have a My Action account? Then log in with your e-mail address and password via this page, and you'll be all set!

After creating your account, you'll get an e-mail with a link. Just click it, and your account will be confirmed and ready to use right away!
Can't find the e-mail? Check your spam folder. Be sure to add our e-mail address (info@newsletters.action.com) to your contacts so you won't miss a thing!

Still can't find the e-mail? Try this:
- Click on the icon at the top of the webshop or use this link.
- Then click on 'No account yet?' or use this link to register again.
- Fill in your details and click on 'register'.
- You'll get a new confirmation e-mail soon.

Hopefully, it'll come through correctly this time!

- minimum 8 characters
- at least 1 letter and 1 number

We also suggest changing your password regularly to keep your account extra secure.

Go to the login page and click on 'Forgot your password?'. Enter your e-mail address and click 'Reset password'. In a few minutes, you'll get an e-mail with a link to a page where you can reset your password. Not receiving the e-mail? Check your spam folder, just in case.

- In your My Action account, go to 'My details'.
- Choose 'Change password'.
- First, enter your current password.
- Next, enter your new password twice.

Your password must consist of:
- minimum 8 characters
- at least 1 letter and 1 number

Head back to the login page and click on 'Forgot your password?'. Enter your e-mail address and click 'Reset password' to receive a new reset link. In a few minutes, you'll get an e-mail with a new link to reset your password. Not receiving the e-mail? Be sure to check your spam folder.

Make sure you've entered the correct e-mail address—double-check for any typos.

Return to the login screen and click on 'Forgot your password?'. Enter your e-mail address and click 'Reset password'.

In a few minutes, you'll receive an e-mail with a new link to a page where you can reset your password.

- Log in to your My Action account and go to 'My details'.
- Choose 'Change e-mail address'.
- Enter your new e-mail address and click 'Get code'.

- A new screen will open, where you can enter the code.

- Check your e-mail for the code, then either memorize or copy it and paste it into the appropriate field.
- Then click 'Confirm,' and voilà—your e-mail address will be updated!

No problem. For every change in your account, we will send you an e-mail. In it, we ask you to confirm the change. Until you do so, nothing will change. On an incorrectly entered e-mail address, you won't receive an e-mail. So you can't confirm anything either. So nothing to worry about!

In your My Action account under 'My details', you can change the following details:

- First name
- Last name
- Date of birth
- Password
- E-mail address

- Go to 'My addresses'. Here you can add, edit or delete your addresses.

Want to set an address as your default delivery address? Then click on 'Set as delivery address' below the address.

To set your default invoice address, click 'Set as invoice address'.
It's that simple!

Please note that deleting your account can take up to 5 days.

Currently, you cannot see previous orders or orders placed in 'My orders' without logging into your My Action account (yet).

Want to view these orders? If you're logged in, first log out by clicking 'Log out'. Then, click the link under 'Don't have a My Action account and only want to view order information? Then click here.'

Enter your order number and the e-mail address you used to place the order, and you'll be able to see all the details.

Our latest online deals go live at 12:00 every Tuesday. These deals are for a limited time only and have limited stock. Our online shop has one golden rule: 'when it's gone, it's gone!'. While we make every effort to ensure we have sufficient stock levels, an item is sometimes so successful that it sells out in a matter of minutes.

You can stay up to date on our new online deals through our website, newsletter and social media channels to make sure you never miss out on an offer.

The Weekly Offer is part of our stores, which means it is not usually possible to order items in the Weekly Offer online.

Items are available once in the Weekly Offer and in the online shop as an online deal. You can then buy the item in store and online at the same great price.

All items in our online shop can be ordered online. Some items can only be ordered online (either on a permanent or temporary basis). You can recognise such items by the light blue 'Online only' banner and the text 'Note: This product is only available online' in the product description.

If a product doesn't have the 'Online only' banner, we'll also sell it in store (subject to stock levels, of course).

Note: Depending on the item and stock levels, some 'Online only' products may be available to purchase in store at a later date. Action reserves the right to make such amendments at any time.