FAQ

Have questions? We have answers!

REGISTER RETURN

You can do this quickly and easily using the online returns form.

RETURN CONDITIONS

Complete the online returns form within 14 days and clearly state which part is missing. Don’t forget to add the serial number when you register. Also indicate which of these 2 solutions you would like to have:

Supply the missing part
In most cases, you will have the missing part at home within 2 weeks. If we are unable to deliver the part, we will contact you and exchange the product for you.
A new product
You will have the new product at your home the day after we receive your return.

We’ll sort that out for you, of course. Complete the online returns form within 14 days. You can indicate that you would like a replacement product. Clearly state that your product was delivered damaged and what your desired solution is. We will then come and collect your product from you or exchange it for a new product.

Yes, the same return conditions apply to second chance products as for new products. You can simply register your return using the online returns form.

If your product breaks within 14 days of purchase, you will usually receive a new product. Does your product break after that? Then we will repair your product.

You can easily register your return using the online returns form.

Then the product was probably not returned in its original condition. In this case, we use the condition to determine how high the reduction in value is. The maximum reduction in value is 45%.

The final amount you receive is determined by two things:

The depreciation of the product. This is based on three factors:
Damage to the product,
Damage to the packaging,
Completeness of the product.
The costs we incur by reselling the product. Remember to take clear photos and a good description. These costs amount to £5.00 and will be retained together with the reduction in value.

You do not have to cancel your return. Your return will automatically expire if you do not return your product within 14 days of registering. Would you like to change something after your return? Then contact our customer service.

Almost always. But it logically depends on the condition of the product. To receive a full refund, it is important to return your product in its original condition and undamaged. This way we can still delight someone else with a new product.

Otherwise, we will determine the amount of the depreciation based on the condition of your product.

So feel free to look at the product as you would in the store. Example: take a pot out of the box and look at it from all sides, but don’t use it for cooking.

Yes, sure. You can return all products from your order separately. You can specify which product you want to return in the online returns form.

You can register your return within 14 days of receiving your product. You will then be given another 14 days to return your product free of charge. You have 2 options:

exchange your product for another product free of charge.
return your product free of charge and get your money back.

To get a full refund, it is important to return your product in its original condition and undamaged. Simply look at the product as you would in the store.

You can indicate your choice in the online returns form. After 14 days, we will repair your product and the above options will no longer apply.

You will understand that the following items cannot be returned:

Software that has been unsealed. So you can’t return the latest FIFA game after playing it.
Vouchers, gift vouchers and vouchers. Even if they have not yet been used.
Cartridges and toners whose seal and film have been removed.

We do not refund money for correctly provided services by postmen and technicians. This includes:

Installation and fitting costs;
vouchers redeemed for fitting and/or installation;

Yes, we will not refund the money to the gift voucher, but will credit it to your account as a shop credit.

You can simply register your return using the online returns form.

You have 2 options within 14 days of receiving your product:

exchange your product for another product free of charge,
return your product free of charge and have your money refunded.

You can indicate your choice in the online returns form.

Wow, that wasn’t intentional. Please report this to our customer service. We are available for you 5 days a week and will make sure that you have the right order at home as quickly as possible.

STATUS RETURN

As soon as we have processed your return, we will refund your money within 5 working days. How quickly you receive the money back depends on your payment method.

You may receive your money back in several instalments. This can be due to two things:

You have paid the amount or part of it with a gift voucher or a voucher. You will then receive the amount back in the form of shop credit.
You have exchanged one product for another. In this case, we will refund the purchase value of the first product to the payment method with which you first paid. Did you pay for the replacement product? Then the remaining amount will be refunded to you separately.

As soon as we have received your returned product, we will dispatch your new product. You will receive it the next day. Is your new product out of stock? Then we will of course inform you and you will get your money back.

RETURN PROCEDURE

Cheaper product We will refund you the difference within 5 working days via the payment method you used to place the order. Was Klarna invoice the payment method for your order? Then you will receive an amended invoice or a refund from Klarna within 5 days.

More expensive product You will receive a payment request from us for the difference. As soon as we have received your payment, the product will be dispatched.

  1. Register your return using the online returns form.
    Prepare your product for the return journey:
    Pack it well and tightly. Preferably use the original packaging. This will minimise the chance of damage and we may be able to make someone else happy with it. Don’t have the original packaging to hand? No problem, we will check the condition of your returned product and determine the depreciation.
    Send the packaging in a cardboard box or another sturdy box that you seal carefully.
    If necessary, delete your data and your account.
    Print out your shipping label and stick it on the outer box. You will find this in the email you received from us.
    Send the parcel free of charge to a DHL Service Point near you.

It depends on the specific product. We offer a different solution for small products than for large products.

For most products, we ask you to return the product to us yourself. Pack the product and send it to a DHL service point near you.

You can read about this on our information page.

iphone

Gib das Passwort von deiner Apple-ID ein.

If “Find my iPhone” is activated, repairers will not be able to repair your iPhone. It is therefore important that you deactivate this function in just a few steps.

  1. Open “Settings” and tap on the name of your Apple ID.
  2. Select “Where is?”
  3. At the top it says “Find my iPhone”. Tap on it.
  4. Deactivate “Find my iPhone”.
  5. Now enter the password for your Apple ID and tap on “Deactivate” in the top right-hand corner.
  1. Open “Settings” and tap on “General”.
  2. Scroll down and select “Reset”…
  3. Tap on “Delete all content & settings”.
  4. Was the iCloud backup successful? Then select “Delete now”.
  5. Enter your iPhone code and tap on “OK”. All your data will now be deleted and the iPhone will be reset to factory settings.

SAMSUNG-SMARTPHONE

You can easily remove your accounts from your mobile phone via the settings. Don’t forget to create a backup beforehand.

  • Step 1: Create a backup.
  • Step 2: Go to Accounts via the settings.
  • Step 3: Remove your accounts.

All data is lost when accounts are removed. Therefore, create a backup first. This way you can secure your data online. For example, if you sign in with your Google account on a new smartphone, the device will automatically restore your data from the backup. Our guide provides you with a step-by-step plan for creating a backup.

Create a backup of your Android smartphone

Creating a backup via Google is the easiest way. This method works with any Android smartphone. In addition, you probably already have a Google account, for example to download apps from the Play Store. How to create a backup via Google:

  • Step 1: Open Google Drive and go to Settings
  • Step 2: Create a backup
  • Step 3: Download Google Photos and create a backup
  • Step 4: Open Google Photos and activate the backup

Step 1: Open Google Drive and go to Settings

    1. Open the Google Drive app. Have you not yet installed it on your smartphone? Then download it from the Google Play Store.
    2. Tap on the 3 stripes in the top left-hand corner.
    3. Tap on the 3 stripes in the top left-hand corner.

Step 2: Create a backup.

  1. Tap on Save and reset.
    Check whether your Google account is set under Account. Is this not the case? Then tap on Account to sign in to your account.
    Select “Back up now”.

Your smartphone will now create a backup copy of your apps, data and contacts. You can see the progress of the backup in the blue bar at the top of the screen. Do you also want to back up your photos and videos? Then go to step 3.

Step 3: Download Google Photos and make a backup

  1. Download the Google Photos app from the Play Store. Do you already have this app on your mobile phone? Then continue with step 4.
  2. Open the Google Photos app and tap Allow.
  3. Check whether your account is selected. Is this not the case? Then tap on the current account. Then log in by tapping on Add account.
  4. Tap on Activate backup.
  5. Select the quality in which you want to save your photos and tap Confirm.

Google Photos will now create a backup in your Google account. This may take a few minutes.

  1. Open Google Photos and tap on your profile photo in the top right-hand corner. Have you not set a profile photo? Then you will often see the first letter of your name.
  2. Select settings for photos.
  3. Tap on Save and synchronise.
  4. Make sure that the slider next to Save and synchronise is blue by tapping on it.

Google Photos will now create a backup in your Google account. This may take a few minutes. Also handy: the app will include all the photos you take from now on in the next backups.

  1. Swipe upwards so that all apps are displayed.
  2. Tap on Settings.
  3. Go to Accounts and backup.
  4. Select Manage accounts.
  1. Tap on the account you want to remove.
  2. Tap on Remove account.
  3. Confirm your selection by tapping Remove account in the pop-up.
  4. Repeat these steps for all your accounts on your smartphone.

DELETE ACCOUNTS WITH OTHER BRANDS

Create a backup before you start. You can then delete your accounts from your Android smartphone in just a few steps.

  • Step 1: Create a backup.
  • Step 2: Open the settings for accounts.
  • Step 3: Remove your accounts.

If you delete your accounts from your Android smartphone, data may be lost. Therefore, always create a backup first. This will secure all your data online. If you link your account to a new smartphone later, the new device can restore this data from the backup. In our article, you can find out step by step how to back up your Android smartphone.

Create a backup of your Android smartphone

Creating a backup via Google is the easiest way. This method works with any Android smartphone. In addition, you probably already have a Google account, for example to download apps from the Play Store. How to create a backup via Google:

  • Step 1: Open Google Drive and go to Settings
  • Step 2: Create a backup
  • Step 3: Download Google Photos and create a backup
  • Step 4: Open Google Photos and activate the backupStep 1: Open Google Drive and go to Settings
  1. Open the Google Drive app. Have you not yet installed it on your smartphone? Then download it from the Google Play Store.
  2. Tap on the 3 stripes in the top left-hand corner.
  3. Tap on the 3 stripes in the top left-hand corner.
  1. Tap on Save and reset.
  2. Check whether your Google account is set under Account. Is this not the case? Then tap on Account to sign in to your account.
  3. Select “Save now”.

Your smartphone will now create a backup copy of your apps, data and contacts. You can see the progress of the backup in the blue bar at the top of the screen. Do you also want to back up your photos and videos? Then go to step 3.

  1. Download the Google Photos app from the Play Store. Do you already have this app on your mobile phone? Then continue with step 4.
  2. Open the Google Photos app and tap Allow.
  3. Check whether your account is selected. Is this not the case? Then tap on the current account. Then log in by tapping on Add account.
  4. Tap on Activate backup.
  5. Select the quality in which you want to save your photos and tap Confirm.

Google Photos will now create a backup in your Google account. This may take a few minutes.

  1. Open Google Photos and tap on your profile photo in the top right-hand corner. Have you not set a profile photo? Then you will often see the first letter of your name.
  2. Select settings for photos.
  3. Tap on Save and synchronise.
  4. Make sure that the slider next to Save and synchronise is blue by tapping on it.

Google Photos will now create a backup in your Google account. This may take a few minutes. Also handy: the app will include all the photos you take from now on in the next backups.

  1. Swipe upwards so that all your apps are displayed.
  2. Tap on Settings.
  3. Scroll down and tap on Accounts.
  1. Tap on the account you want to remove from your smartphone.
  2. Tap on Remove account.
  3. Tap Remove account again to confirm.
  4. Repeat these steps for all your accounts.
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