I have a question about delivery and collection

Who will deliver my order?

We work with various logistics carriers to deliver your order, including our Connected Logistics and PostNL.

Small household products, soundbars and televisions up to 55 inches are delivered to you by PostNL. At the moment the order is offered, you will receive a tracking link with which you can follow the shipment.

Large white goods products and televisions from 55 inches or larger will be delivered to you by Connected Logistics. You will receive from Connected Logistics around 6:00-8:00 in the morning on the day of delivery an email with the expected arrival time, a tracking link and other delivery information.


When will I receive my order?

We deliver from Monday to Saturday.

When we deliver the order via Connected Logistics, you will receive an email around 6:00-8:00 AM on the day of delivery with the expected arrival time, a tracking link and other delivery information.

If your order is delivered by PostNL, you will receive a tracking link to track the shipment as soon as the order is registered.


Can I choose a time slot?

No, unfortunately it is not possible to choose a time slot for delivery.


Can I also have my order delivered to a PostNL point?

No, you cannot have your order delivered to a PostNL point. If you are not home when it is delivered, it will be delivered to the nearest PostNL point.


Do you deliver to homes?

We deliver to the threshold of your front door. If there is a lift, we also deliver to floors.


I want to change the delivery address, is that possible?

Yes, that is possible if your order has not yet been processed in the warehouse and provided that the alternative address is less than 10 minutes* away from the old address. It is best to respond to the email you received from our customer service. Did you not receive an email? Please contact our customer service via 085-1301566.

* Is the address further than 10 minutes? You can still report the address changes, but the delivery date may be moved.

Unfortunately, it is not possible to change the address once the order has already been processed.


I want to change the delivery date, is that possible?

Unfortunately, it is not possible to change the delivery date.


Can my order be delivered to my neighbours?

Yes, that is possible. You can report this by responding to the email you received from our planning department. Provide a specific address where your order can be delivered. Did you not receive an email? Please contact our customer service department at 085-1301566.

Even if you have received an email from Connected Logistics, you can indicate that the order may be delivered to the neighbors. You can do this by responding to the email you received from the planning.


I missed the delivery person, what now?

If your order is delivered by Connected Logistics, they will contact you for a new appointment. Also with the new delivery appointment, you will receive another email with a delivery date and an expected arrival time.

If you are not at home and have missed the PostNL delivery person, you will receive an email and the shipment will be taken to a pick-up point. By means of the tracking link you can see at which pick-up point it can be picked up. If it is not picked up within 7 days, the shipment will be returned to EL-Vidas.


Can I also pick up my order?

Yes, that is possible. Before you pay, choose the option 'Pick up from warehouse (Roden)'.


When can I pick up my order?

We will contact you within an hour to schedule a pick-up appointment.


Can I pay cash upon collection?

No, it is not possible to pay in cash.


How do I change or cancel my order?

You can cancel your order by informing us in writing. You can do this by sending an email to klantenservice@el-vidas.nl or via the contact form. If your order is already on its way, you can always refuse the order at the door. Please inform the delivery person, who will not find this a problem.

Please note: if the shipment has already left the warehouse, there are costs involved. These costs amount to €45.


Do you also offer installation service?

No, we do not offer an installation service.



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