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
vidaXL Customer Service (CS)
|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 https://b2b.vidaxl.com for the following 2 reasons and only if no tracking information is available for the order:
- 8:00-10:00 CET
- 14:00-15:00 AEDT
Please visit the related pages for more information about the process.
We ask you not to use the chat function available on vidaXL Webshops (vidaxl.nl 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 b2b.vidaxl.com.
Customer service team will contact you for orders:
- delivery address is not completed or correct
- product is out of stock