Return options

In your account under ‘Settings’, in the section 'Return method', you'll find the return settings for your shop as they are known to us. When setting up your return process, you have 2 options: you can use the bol return labels or arrange it yourself.

1. You use the bol return label
   When you use the return service via bol, you can purchase return labels at a reduced rate. After registering a return, the customer automatically receives a return label in their customer account, allowing them to return items free of charge. You can find more information about this option here.
2. You arrange your return service yourself
   If you use your own return service, you arrange the return process yourself. You need to purchase labels from your carrier and send them to your customer. Your customers can still return their order to you free of charge. You can find more information about these options here.

Here you can specify the address where you receive customer returns. The return address depends on which option you choose: the bol return labels (the return service via bol) or if you arrange it yourself:

1. Do you use the bol return label?
   The address you enter here is used to create the return label for the customer. To use the bol return label, your return address must be in the Netherlands or Belgium. Additionally, in combination with our return service, you cannot use a reply number as a return address, as this leads to double costs.
2. Do you arrange your returns yourself?
   Then the return address can also be outside the Netherlands or Belgium. You can also use a reply number or PO box.

The return conditions are the same for everyone based on the 'Distance Selling Act'. The following return conditions also apply by default to all customers when purchasing via bol:

1. A cooling-off period of 30 days. Read more information here.
2. Free returns, even for large items. Read more information here.

When the customer registers a return via bol, they will see bol's standard return instructions. You can find these instructions here. If you choose to arrange your return service yourself, you have the option to provide additional return instructions to your customers. These additional return instructions complement the standard return instructions and can be entered in the 'additional return instructions' field under the 'Return method' section.

Do you sell large or heavy items that you deliver via a delivery appointment? If these items cannot be returned via regular parcel post, you must arrange for them to be picked up from the customer via a free pickup service.

If you offer such a product range, select 'I pick up returns from the customer' under ‘Pickup service’ in your seller account. If desired, you can create additional instructions specifically for returns via a pickup appointment.

If you indicate with the original order that transport was carried out by Dynalogic, Extra@Home, or via a ‘Delivery appointment’, the customer will automatically see the pickup service with instructions.