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Delivery of my webshop order takes longer than expected, what now?

A. Order number unknown and/or within 5 days of placing order
We are sorry to hear that you have not received your order. The delivery time is on average 3-5 days. We kindly ask you to wait for this. If the package has still not been delivered after this period, we would like to receive your order number. Once we have received it, we will get back to you as soon as possible. If the package is still delivered, we would of course like to hear this.

B. Order number known and/or outside 5 days after placing order (DPD/DHL/PostNL)
We are sorry to hear that you have not received your order. In order to start an investigation into your package, we need a statement. We kindly ask you to complete, sign and return the enclosed form. The package number starts with 0516, 3S or JVGL. For the validity of the form we need a handwritten signature at the bottom of the document. Unfortunately, we cannot help you without this handwritten signature.As soon as we have received the form back, the investigation will be started and we will get back to you as soon as possible. Please note that this investigation may take some time. In addition, it is not possible for us to start the investigation if the order date is more than a month ago. If there are any questions or ambiguities, please let us know.

C. Order number known and/or outside 5 days after placing order (Van Eck)
We are sorry to hear that you have not received your order. In order to start an investigation into your package, we need your proof of purchase. This may be the order confirmation or the transaction receipt. As soon as we have received this, the investigation will be started and we will get back to you as soon as possible.Please note that this investigation may take some time. In addition, it is not possible for us to start the investigation if the order date is more than a month ago. If there are any questions and/or ambiguities or should the package still be delivered, we would of course be happy to hear from you.

My product is not what I expected. What now?

Despite the low prices of our products, we do not compromise on quality. We think it is important that the product does what it promises. Unfortunately, it can happen that the quality of a product does not meet expectations.If a product breaks down during normal use within the expected lifespan, we apply the statutory warranty period. What you can expect differs per product. Important factors include the price, the type of product, the brand, the normal lifespan and what is stated on the packaging. Normal wear and tear is not covered by the warranty. An additional manufacturer's warranty applies to some products. This is indicated on the packaging of the product.If the product breaks within 12 months of purchase, it may not meet our quality requirements. If the product breaks after 12 months or longer, we ask you to prove yourself that it really is due to the quality of the product.If you want to make a warranty claim, you must be in possession of proof of purchase. This can be the order confirmation or a transaction receipt. Please contact us via the contact form and please include photos of the defect, proof of purchase or order confirmation. We would love to see what we can do for you.

Returns, how do they work?

It is not possible to return or exchange your online purchase in store.You can return a product purchased online via the step-by-step plan below:

  • Find your order via the webshop under My orders and click on 'Register return'.
  • When reasonably possible, return the unused and undamaged product to its original packaging.
  • Download and print the return form and fill in the missing information. Don't have a printer? Then write down all the necessary information.
  • Pack the product and the return form together in a suitable box or shipping bag.
  • State the return address (you can find this on the return form) on the package or create a shipping label with this address at a delivery service of your choice.
  • Go to the delivery service and hand over the package, the return delivery costs are for your own account.
  • Please note: an appointment must often be made for the return of large and/or heavy products that have not been sent with DHL, DPD or PostNL. Please contact customer service via the contact form.ContactForm

You can also use the European model withdrawal formwithdrawalForm to let us know that you are of the purchase, but you are not obliged to do so. To claim your right of withdrawal, it is sufficient to let us know in writing before the withdrawal period has expired.

What is the status of my order?

You can find the status of your order here. When your package has been handed over to the delivery service, you will receive a Track & Trace link by email. This allows you to track your package. This allows you to track your package. In most cases, your order will be delivered within 3-5 working days.

Why can't I change the quantities of an item?

For some articles in our webshop, a maximum of one or two pieces per order applies. This has to do with the dimensions and/or weight of these items, so they are transported per piece or per 2 pieces.If you want to order more of a certain article than the order unit allows, you can place several orders. The shipping costs apply to each individual order.

Can I still change my delivery address after I have ordered?

Unfortunately, it is currently not possible to change your delivery address. In some cases it is still possible to change the delivery address via the track & trace code that you will receive by e-mail as soon as your package has been shipped. Unfortunately, our customer service can no longer change your address after placing the order. If the address appears to be incorrect, your order will automatically be returned. If the order is nevertheless delivered to an incorrect address, an investigation will have to be started together with the delivery service.

Order and pay

How can I order a product online?

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 3-5 days.

I've added items to my shopping cart. How do I pay?

Click on the shopping cart icon in the top-right corner of your screen. Next, click on 'Checkout'. Enter all the requested information and select whether you wish to pay using iDEAL or by credit card (Mastercard/Visa). Follow the payment instructions on your screen. Your order will be final once the payment has gone through.

Are the items in my shopping cart reserved for me?

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!

Why can't I order certain items online that are available in store?

We currently offer an 'online only' range in our online shop. This range is specially selected, changes every week and is quite different from the range in our stores. This is why it is not possible to order products you may have seen in store in our online shop.

How can I see if an item is part of the online product range?

You can see all products available to order online on the All limited time deals page.

Why can't I select the quantity of a product I wish to order?

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.

Where can I see the stock levels for a product?

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.

Can I amend or cancel an order I've placed?

Unfortunately, you cannot amend or cancel an order once it has been placed. You can, however, return an item you've ordered. You can find our returns policy here.You can find our returns policy here.

Which payment methods can I use?

You can currently pay with iDEAL or by credit card (Mastercard/Visa). If you choose to pay by credit card, it will only be charged once the items have been delivered.

What should I do if my payment doesn't go through or is refused?

If your payment is refused, your order will be cancelled automatically. If you would still like to receive your items, you can place the order again and choose another payment method.

I've placed an order, but have not yet received a confirmation email. How can I be sure my order has gone through?

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.ContactForm

Do minimum order amounts apply to online orders?

No. There are currently no minimum amounts for online orders.

Can I pay for my online order with an Action gift card?

No. You cannot use an Action gift card to pay online at this time. Other gift cards or vouchers cannot be used, either.

I order items from the Action online shop regularly. Can I create an account for the online shop, too?

Yes, you can. Click here . to create a My Action account.
In your My Action account, you can see an overview at all times of what you have ordered and what you have returned. Handy, right?

Are the prices in the online shop inclusive of VAT?

Yes. All prices are inclusive of VAT.

Delivery

What delivery options do I have?

We'll ship your order using DHL, PostNL or DPD (for larger and/or heavier parcels). The delivery service is selected automatically based on the size and weight of your order. The delivery time is the same for all delivery options.

How much do I have to pay for delivery?

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.

Can I choose when my order will be delivered?

This option is not available in the online shop. You will receive a Track and Trace link by email once your order has been shipped. You can use the link to change the delivery time if you wish.

How can I view the status of my order?

You can find the status of your order here. Once your parcel has been transferred to the delivery service, you'll receive a Track and Trace link by email, which you can use to track your order.

When can I expect my order?

We will deliver your order within 3-5 working days. You can track your parcel using the Track and Trace link, which will be sent to you by email as soon as we have transferred your parcel to the delivery service. You can use the link to change the delivery time if you wish.

Can I pick up my online order in store?

It is not possible to pick up online orders in store at this time.

Can I amend my delivery address once I have placed an order?

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.

If your order is delivered to the wrong address, we'll launch an investigation alongside all parties involved in the delivery.

What can I do if I'm unable to accept my order?

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.

What can I do if my order hasn't been delivered or I haven't (yet) received my order?

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 3-5 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.ContactForm 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!

Can I have my order delivered to an address abroad?

Our online shop is currently available in the Netherlands and Belgium. We only deliver to the country in which you placed your order.

Can I have my order delivered to a PO box?

No. Unfortunately, it is not possible to deliver to a PO box.

Returns

How can I return an item?

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.ContactForm

You can also use the European model withdrawal formContactForm 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.

Can I return or exchange items purchased online in a store?

No. Unfortunately, you cannot return or exchange items purchased online in-store.

What should I do if my item or parcel is damaged or faulty?

If this is the case, please contact our Customer Service team using the contact form.ContactForm 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.

How much does it cost to return an order?

Return costs vary depending on the delivery service you choose. These costs are at your own expense.

Are there any deadlines for returning items?

After receiving a complete order, you have 14 days to register a return. Once you have registered the return, you then have 14 days to return the items.

What are the terms and conditions of returning an item?

You can try out an item within the return period – insofar as is reasonable – to see if you're happy with it. You may look at and inspect an item just as you would in one of our stores. You may not use the item in full if you are not sure whether you'll keep it or not. You are only liable for any diminished value of the items resulting from the use of the items other than what is necessary to establish the nature, characteristics and functioning of the items. The shipping costs for returning an item are at your own expense.

How does a refund work for returns? And how long does it take?

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.

Can I exchange an item?

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.

What should I do if I want to make an appointment for the product to be picked up?

Please contact our Customer Service team using the contact form.ContactForm

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

Other questions

Why can't I order certain items online that are available in store?

We currently offer an 'online only' range in our online shop. This range is specially selected, changes every week and is quite different from the range in our stores. This is why it is not possible to order products you may have seen in store in our online shop.

I saw a cool product on social media, but when I went to order it, it was sold out. How is that possible?

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.

Can I also order items in the Weekly Offer online?

The Weekly OfferContactForm 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.

The colours of the item I've received are different to those shown in the product photos in the online shop. How is that possible?

While we do our utmost to provide you with as realistic a picture of our products as possible in the online shop, colours sometimes look a little different in real life. This is usually due to your computer's colour settings or the type of screen on which you're viewing the product.

Where can I see if an item is only available online?

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.

I'd like to include my VAT number on my invoice. Is that possible?

As our online shop is only aimed at private individuals, it's not possible to include your VAT number on the invoice for your purchase.

Warranty and Complaints

What is the warranty period for Action products?

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. ContactForm

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.

I have a complaint. Who should I contact?

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.ContactForm They will make sure you receive a 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).ContactForm

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.ContactForm

I have a complaint about a delivery. What should I do now?

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.ContactForm 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.

Contact

How can I contact Customer Service?

If you have any questions or comments, our Customer Service team is always available via our contact form.ContactForm.

Action Nederland BV
Perenmarkt 15,
1681PG Zwaagdijk-Oost
T: +31 228 56 56 56, (ma t/m za 12.00 - 17.00)
E: klantenservice@action.nl

Chamber of Commerce No.:37112677

VAT ID No.: NL813233409B01