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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 items online?

In just a few simple steps you can order items from our webshop:

  • Add the items to your shopping cart
  • Go to your shopping cart and order the items by clicking the button Clicking "Order"
  • Check your order and enter your personal details
  • Pay with iDEAL or credit card
  • You will receive a confirmation by e-mail after payment , check your mailbox with unwanted e-mail if you have not received the e-mail within half an hour
  • As soon as the items have been shipped, you will receive a shipping confirmation with a Track & Trace code

I have placed products in my shopping cart. How can I pay?

Click on the icon of the shopping cart. From this page you can click on the "Order" button. Then fill in your details and you can pay. After payment, the purchase is final.

Are items in my shopping cart reserved for me?

The items we offer online have a limited availability and are not reserved in your shopping cart. It is therefore possible that items are sold out, even if they are already in your shopping cart. You will then receive a message in the shopping cart that the product is no longer available.

Why is a certain item from the store not available in the webshop?

At the moment we offer a specially selected range online, often with different items than we sell in the store. You can visit our stores for a more extensive range.

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

On the page All limited time deals you will find all products that you can order online.

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

Some articles in our webshop have a fixed order unit per order. This given the dimensions of the package or the shipping method for it. In addition, we would like to ensure that there are enough articles available and that everyone has an equal chance to order them. If you want to order an item more than the order unit allows, you can do this in several orders. The delivery costs then apply to each order individually.

Where can I find the stock status of an item?

We show one of these three statuses for an item on the product detail page:

  • Available
  • Almost sold out
  • Unfortunately sold out

Items in the webshop are available in limited quantities. If an item is sold out, it is no longer available. New online deals are added every week.

Can I change or cancel my placed order?

Unfortunately, it is not possible to change or cancel an order once it has been placed. It is of course possible to return products. You can find the return conditions here.

Which payment methods can I use?

At ​​the moment you can pay with iDEAL or with your credit card (Mastercard/Visa). When you choose the credit card payment method, it will only be charged after delivery of the products.

What if a payment failed or declined?

If your payment has been declined, your order will be automatically cancelled. Do you still want to receive the order? Then place the order again and choose a different payment method if necessary.

I have not received an order confirmation yet. Did my order go through?

The purchase was successful if the payment was successful. It can take up to half an hour before you receive a confirmation by e-mail. Please note: the confirmation may also end up in your spam inbox. Add noreply@shop.action.com to the safe senders list so that you receive the reservation confirmation in your inbox and not in your spam inbox. Have you not received an e-mail and has the purchase amount been debited? Please contact Action customer service via the contact form.ContactForm

Is there a minimum order amount for an online order?

There is currently no minimum order amount for online orders.

Can I use a gift card to pay?

It is currently not possible to pay online with Action gift cards.

Can I create an account?

It is currently not possible to create an account. You must enter your details again with your next order. You can view your order via My orders.

Do the prices include VAT?

All prices quoted include VAT.

Delivery

What delivery options do I have?

Your package will be shipped via DHL, DPD (for larger and/or heavier packages) or PostNL. This is automatically chosen based on the dimensions and weight and does not affect the delivery time.

What are the delivery costs?

The standard delivery costs are €4.99 per order, regardless of the number of items in your basket or the amount of your order. Higher delivery costs will be charged for larger and/or heavier products. If you order multiple products, the highest rate applies to the entire order.

Can I choose which day my order will be delivered?

As soon as your order has been shipped, you will receive a track & trace code via email. With the link in that e-mail you can adjust the delivery time.

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.

When can I expect my order?

Your order will be delivered within 3-5 business days. You can track your package via the Track & Trace link, which you will receive by email as soon as your package has been transferred to the delivery service.

Can I pick up my online order at the store?

It is currently not possible to pick up your online order in the store.

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.

What can I do if I can't accept my order?

Via the Track & Trace link in your email you can choose a new delivery time or different delivery location. If you are not at home for delivery, your package will be delivered to the neighbors or to a DHL/DPD/PostNL point nearby. DHL/DPD/PostNL will send you a Track & Trace code via email (or their app). With this code you can see where you can pick up your package.

What do I do if my order is incomplete or not delivered?

To do so, please contact Action customer service at the contact form.ContactForm State the order number and add a clear description.

Can my order be delivered to a foreign address?

At ​​this moment the Action webshop is only available in the Netherlands and we only deliver in the Netherlands.

Can you deliver my order to a PO box?

Unfortunately, we cannot deliver your package to a PO box.

Returns

How can I return my online purchase?

You have the right to withdraw from the agreement within 14 days without giving any reason. The The withdrawal period expires 14 days after receipt of your order. To exercise the right of withdrawal, you must notify us to withdraw from the contract.

How it works:

  • Place the unused and undamaged product in the original packaging if reasonably possible.
  • Find your order via My orders and click Register return.
  • 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 item 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 with a carrier of your choice.
  • Go to the carrier and hand over the package, the return delivery costs are for your own account.
  • Please note: for returning large and/or heavy products that have not been sent with DHL, DPD or PostNL, an appointment must be made. Please contact customer service at contact form.ContactForm

You can also use the European model withdrawal formContactForm to inform us that you are canceling the purchase, but are not obliged to do so. To comply with the withdrawal period, it is sufficient to send your communication concerning your exercise the right of withdrawal before the withdrawal period has expired.

Can I return or exchange my online purchase in one of the stores?

It is not possible to return or exchange your online purchase in store.

What do I do if my product or package is damaged or defective?

Please contact Action customer service via contact form.ContactForm

Indicate the order number and add photos and/or a video on which the damage or defect is clearly visible. Do not return the product yet, if this is requested after investigation, Action will take on the return costs.

What are the return costs?

The costs of returns are for your own account and depend on the carrier you choose. You can choose a carrier yourself.

What is the return period?

After receiving the entire order you have 14 days to cancel. After cancellation you have 14 days to return the products. Do you want to return your order? Then we request that you follow the steps as described above for a quick settlement.

What are the return conditions?

Within the return period you can reasonably try the products to see if you are happy with them.You may view and inspect the product, just as you would be allowed in the store. You may not fully use the item if you do not yet know whether you will keep it. You are only liable for any diminished value of the goods resulting from the use of the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods. The costs of return shipment are for your own account.

How does the refund on returns work and how long does it take?

We will refund the entire purchase amount (including any shipping and payment costs) as soon as possible, but no later than 14 days after receipt of the cancellation notice. However, we may wait with a refund until we have received the products, or until you have demonstrated that you have sent them.
We will pay you back using the same means of payment with which you made the original transaction, unless you have expressly agreed otherwise; in any event, you will not be charged any fees for such reimbursement.

Can I exchange an item?

If you want to exchange an item, you must return the item and place a new order. Keep in mind that items are limited for sale online. Exchange is no longer possible if the item is sold out or the term has expired.

What should I do to make an appointment for collection?

Contact customer service via our contact form.ContactForm

Specify 3 days when you are at home and we will schedule an appointment.

Other questions

Why do you only offer a limited number of products online?

At ​​the moment we offer a specially selected range per week. Articles that match what you are used to from Action: lowest price and surprising range. We are constantly looking to expand our online range.

How come a product is already sold?

In the Action webshop, items are sold as long as stocks last. We strive to have sufficient stock, but it can happen that a product is quickly sold out due to success. Via the website, newsletter and social media you will be kept informed of the new deals every week and you will never miss an offer.

Can I also order the Weekly Deals online?

The articles in the Weekly DealsContactForm are in principle not to order online. You can go to our stores for this. It is possible that an article is simultaneously in the Weekly promotion and available as an online deal in the webshop. You buy this product online for the same low price.

There is a color difference between the photos on the webshop and my received product, how is that possible?

Of course we do our best to give you the best possible picture of our products on the website. But sometimes it is possible that the color looks slightly different in real life. This may have to do with the color settings of your computer, but also with the type of screen you are looking at.

How do I see if a product is only available online?

All products that you find in our webshop can be ordered online. For some products, they can only be ordered online (temporarily or otherwise). You can recognize these products by the light blue 'Only online' banner and 'Note: this product is only available online' in the product description.If no 'online only' is stated with a product, this item will also be sold in the store. Provided it is in stock of course. Good to know: Depending on the product and the stock, 'online only' products may still be available in the store at a later time. Action is free to make such changes at any time.

I would like to include my VAT number on my invoice, is that possible?

It is not possible to include your VAT number on the invoice from your purchase at the Action webshop. Our store is aimed at private individuals who don't usually require this feature. It is also not possible to insert your VAT number onto the invoice afterwards.

Warranty and Complaints

What is the warranty period?

If the product breaks within 12 months of purchase, it may not meet our quality requirements. If the product breaks after 12 months or more, we ask you to prove yourself that it is really 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 formContactForm and please include photos of the defect, proof of purchase or order confirmation. We would love to see what we can do for you.

Where can I go with complaints?

Do you have a complaint? Pass it on to us. Complaints can help us to improve our articles and/or service. You can pass on your complaint via our customer service.ContactForm We will provide a substantive response to your complaint within 14 days.

Are you not satisfied with the handling of your complaint? Then you can submit it to the Thuiswinkel Disputes Committee, PO Box 90600, 2509 LP in The Hague (www.sgc.nl).ContactForm You can also submit your complaint to the Disputes Committee via the European ODR Platform (https://ec.europa.eu/consumers/odr/).ContactForm

I have a complaint about the delivery, what now?

We are sorry that the delivery did not go as expected. We would like to receive more information from you, such as the name of the delivery service and the date and time of the delivery.

To do this, please contact our customer service via the contact form.ContactForm Choose the option 'Complaint', 'Webshop', 'Delivery'. Include the order number and include a clear description of your experience. This way we can forward your report to the delivery service.

Plants

I've bought a plant. Who will deliver it?

Plants are delivered by our retail partner, Perfect Plant. Perfect Plant specialises in the sale and delivery of plants to private individuals.

I've got a complaint about a plant I bought.

As plants are perishable goods, we can only process complaints that reach us within 7 days of you taking delivery of the plant. If the complaint is justified, we will always offer an alternative solution. Should you have a complaint, please get in touch with us using our contact form.ContactForm

I've got a question about an order.

Please get in touch with us using our contact form.ContactForm So we can help you as quickly as possible, please provide us with the following details via our contact form: your name, your order number, the product name and the Track & Trace number.

If the question relates to the size of the plant, we would also ask you to include a photo showing a tape measure next to the plant.

It is important that the height of the entire plant be clearly visible in the photo. Our plants are always measured with the pot included.

My plant was damaged during transit. What should I do now?

If a plant is found to have been damaged during transit, please submit photos or a video of the damage, showing the condition of the entire plant.

Can I return my plant?

Plants cannot be returned, as they are perishable goods. We do not offer a warranty on our living plants.

Which carrier will deliver my plants?

GLS delivers all our plant orders. We offer GLS Flex Delivery as standard for all orders. GLS will inform you about your delivery in advance using a Track & Trace code and offer a range of delivery options. You can track your order, amend the delivery date or time and choose to have your parcel delivered to a parcel shop, a neighbours or an alternative address. You will receive an email from GLS with further information. Always make sure to provide the correct e-mail address.

What happens to my order if I'm not in?

GLS will make one attempt to deliver your parcel. If you won't be home, you can reschedule the delivery yourself. If GLS doesn't hear from you and can't deliver your parcel, GLS will take it to a parcel shop. You will then be responsible for collecting your parcel within 5 working days. If you fail to collect your parcel, it will be destroyed and you will not receive a refund.

I entered the wrong address when placing my order. What will happen to it now?

As the customer, it's your responsibility to make sure you enter your address correctly and in full. If the address is incorrect, Perfect Plant Deal cannot guarantee a successful delivery and therefore cannot be held liable for parcels that aren't delivered for this reason.

Can I refuse my order upon delivery?

Plants are perishable goods and as such cannot be refused upon delivery. Unfortunately, any orders you refuse will not be refunded.

Can orders be shipped to the Dutch Wadden Islands?

Yes, GLS will deliver to customers residing on the Wadden Islands.

Why is my order being shipped as multiple parcels?

A parcel may contain one or more plants. For quality reasons, your order may therefore be shipped as several separate parcels.

Contact

How can I contact customer service?

Any questions or comments? Preferably contact us via our contact formContactForm or via the contact details below.

Action Nederland BV

Perenmarkt 15, 1681PG Zwaagdijk-Oost

Telephone number: +31 228 56 56 56, Monday to Saturday from 12:00 -- 17:00

Online contact form: https://www.action.com/nl-nl/klantenservice/contact/ContactForm

Email address: klantenservice@action.nl

Chamber of Commerce number: 37112677

VAT identification number: NL813233409B01