EU return label via bol

Customers can always return the items they purchase via bol free of charge. The expectations around this from our Dutch and Belgian consumers are high. It must be clear and easy to understand how to return items, where to return them, and what the status of a return is. All of this is to ensure the customer is refunded as quickly as possible for items that do not meet their needs. We want all partners, especially European ones, to manage this customer experience effectively.

As a partner, it is important to manage returns well because:

• A smooth return process leads to higher reviews and customer satisfaction.
• Traceability from customer to return address results in fewer customer inquiries.
• Correct and timely processing of returns improves your performance score as a partner, which increases the likelihood of winning the buy box.
• Managing complaints related to damage or loss.

To support you as a European partner, we have provided the EU return label. You can use this label to facilitate the return of items from Dutch and Belgian customers to your European warehouse. Below, you will find the delivery promises per country along with the corresponding rates.

To apply for the use of the EU return label, please send an e-mail to partneroperations@bol.com.

Weight, dimensions and requirements

You can only use the bol return label if your items meet the size and weight requirements of the delivery service. For items that are too large or too heavy, a bol return label cannot be generated. In such cases, you will need to provide a return label directly to the customer.

For the EU label, the maximum weight is 23kg, and the dimensions are 95x70x58cm.

Different countries may have specific requirements regarding the types of items that are allowed. Please click here for Bpost and here for PostNL.

Package lost or damaged

If a return package is damaged or lost during shipment, bol will handle the claims process on your behalf. If your claim meets the conditions for a lost package, you will receive compensation of 25% of the sale value excluding VAT. This compensation is a goodwill gesture and is not obligatory. Bol reserves the right to grant or deny this compensation.