Customer Service Procedure2020-04-02T10:38:09+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 all account-related questions to [email protected]. A response can take up to 1 working day.
These are questions regarding:

  • Purchasing
  • Billing
  • Credit note
  • Payments
  • Requesting an account
  • Stock

Please direct all service-related questions to [email protected]. A response can take up to 1 working day.
These are questions regarding:

  • Order status
  • Deliveries
  • Returns
  • Refunds
  • Damaged products

Our customer service team deals with thousands of emails daily, we kindly request you pay attention to the items listed below before sending an email.

  • One email per-order number. We do not accept several order numbers within one email.
  • The order number should be mentioned in the subject field. Use vidaXL’s order number (e.g. B2B12345). Do not use your dropshipping order reference number.
  • QQmail and outlookmail are blocked from our system. Kindly refrain from using them.
  • If there are photo or video requirements, please add them to your email as an attachment instead of in the email content.


Chat is available for order-related emergencies on These emergencies are limited to: (1) order cancelations and (2)address changes. Arrangement of returns (pick-up and drop-off) are pre-sales questions, they will not be entertained on B2B chat.

Chat is only for emergency cases, all other questions will be forwarded to [email protected].

The chat function found on vidaXL’s webshop ( and equivalent) is only meant for customers that directly purchase items from vidaXL. We kindly request you to not use this as our B2C agents have not been trained to assist B2B orders.

After Sales Process

Standard Return

This is applicable for all the returns caused by damage, not as expected, wrong product received, a product with missing parts.


This is applicable if the product received by the customer is damaged/ not functioning.

Missing Parts

This is applicable if the item received by the customer lacks parts.

Product Not Received

This is applicable if the customer was not able to receive the order or has missing parcels.

Wrong Product Received

This is applicable if the item received by the customer is not correct.

Address Change

This is applicable if you would like to change the delivery address of your package.


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