Customer Service Procedure2021-03-15T06:53:19+00:00

Customer Service Procedure

All services will be provided in the English language. Service will not be directly provided to the end customer. Refrain from forwarding emails coming from your customers and forwarding vidaXL’s response to your customers, as it will cause a privacy breach of data under the GDPR law.



Please direct your email to the correct email address depending on your query as described below.

vidaXL B2B Support

[email protected]

vidaXL Customer Service (CS)

[email protected]

  • Account registration
  • Billing
  • Invoice & Credit note
  • Top-up & Payment
  • Cancel an account
  • Open more countries
  • Stock
  • Product information
  • Order status
  • Deliveries
  • Returns
  • Refunds
  • Damaged products
Usual response time: 1 business day Usual response time: 1 business day


Before sending an email, please pay attention to the following:

  • Send one email per case (1) Do not include multiple orders in one email (2) Once a case is open, reply to the previous email instead of sending a new email to update it
  • Mention the order number in the subject line Use vidaXL’s order number (e.g. B2B12345).
  • Include pictures or videos as attachment(max. is 20M). 



Chat is only available on for the following 2 reasons and only if no tracking information is available for the order:

Open time:

Chat is open 24/7.

Please visit the related pages for more information about the process.

We ask you not to use the chat function available on vidaXL Webshops ( and equivalents) as this is meant for B2C customers and the B2C customer service team will not be able to assist you.


Contact from vidaXL

Sometimes, our team will contact you for some issues. We kindly request you to check the emails in your mail box with your registered email address on

Customer service team will contact you for orders:

  • delivery address is not completed or correct
  • product is out of stock

After Sales Process

Standard Return


Missing Parts

Product Not Received

Wrong Product Received

Address Change

Order Cancellation

Product not functioning


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