Dutch online shopping ranges from retailers selling their own stock to marketplaces where the platform and seller can be different businesses. Before buying, identify the seller, total delivered price, delivery method and return route.

Marketplace versus retailer

Platforms such as bol and Amazon can include third-party sellers. Marktplaats includes many private sellers as well as businesses. ACM rules require online platforms to make it clear who the consumer contracts with and whether a seller is a business or consumer. That distinction affects the rights available to you.

Parcel pickup and lockers

Home delivery is not your only option. Depending on the retailer/carrier, you may be able to choose a staffed service point or parcel locker/automaat. This can be useful if your building has no safe delivery place or you are rarely home. Check the collection deadline and bring/use the identification, code or app requested by the carrier. Do not assume every retailer supports every carrier.

Before clicking pay

  1. Check the legal seller and contact/address details.
  2. Check whether the price includes delivery and any marketplace/import costs.
  3. Read the delivery estimate and pickup/locker conditions.
  4. Check the return address and who pays return postage.
  5. Pay through the retailer/platform’s supported checkout rather than following an unexpected payment link from a private seller.
  6. Save the confirmation until the return/guarantee period is no longer relevant.

Changing your mind

For many online/distance purchases, consumers have a statutory 14-day cooling-off period, subject to exceptions. A physical shop does not generally have to accept a perfectly good product back simply because you changed your mind unless its own policy provides that option. A defective product is a different legal issue. See Shopping rights for the legal route.

Useful commercial starting points