Security and data protection

We do everything we can to keep your private information truly private. Of course, if you order something from us, you don't want anyone to be able to see your data and make off with it. Quite rightly so.

We ask for personal data, however, in order to be able to help you in the best possible way. You can read below what data this is and what we do with it. You will also find out what your rights are, who has access to your data and how long it is stored. This Privacy Policy was last amended on 20 June 2023.

Would you like to find out more information?

Would you like to find out more information, such as where your data is stored or who has access to your data? That's fine.

Coolblue distributes cookies when you visit our website. Sorry, no ladyfingers, chocolate biscuits or gingerbread to whet your appetite. But small (temporary) text files for your PC.

The cookies ensure that you do not always have to enter or download the same data when you visit our website again. Handy, right? They also help us analyse how you use our website and how we can make it better and more customer-friendly. And we admit: We also use them for marketing purposes.

You can disable cookies at any time. However, the websites may not work optimally.

In some cases we need data from you. For example, if you buy a product online or in one of our stores so that we can process your purchase in our accounting department. Or if we want to send you an invoice, you place a pre-order or just want to stay informed about our stock. Of course, we'll only keep you informed about our stock after you've indicated that you want us to.

What do we want to know about you?

• Title, First and Last Name
• We're Coolblue, what's your name? Then we make sure that your name appears on your invoice. Street and place of residence (address)
• We also put your street and your place of residence on the bill. We also use this address as a delivery address. You can't change your bill later.
• Telephone number
• We will use your phone number to send you a message about your order or about our stock. Is anything unclear? Then we will give you a quick call. 
• Payment Data and Invoice
• We use a secure payment environment. If you pay by bank transfer, your data will be stored in our management system to link the payment with your order. Other than this, we only use your bank account number if you get money back from us. Promise. If you pay by credit card, we will send your credit card data directly to Adyen from our protected environment. Adyen carries out our credit card payments. Your credit card data will not be shown to us. Adyen will only tell us if your payment was successful. Our invoice contains the following data: your first and last name, street and place of residence, invoice number, customer number and order number. You can't change the bill later.
• IP address
• In the store we recognise you by your smile, but on the Internet we look at your IP address. By remembering the IP address of our visitors, we can offer all our customers a secure shopping experience. 
• Email Address
• You will receive an email about your order or invoice, but also if a product you want to order is back in stock.
• IMEI and serial numbers
• For certain products, we record the serial number and/or IMEI number in our management system. These numbers are also on your bill. These identification numbers come in handy when your product is lost or stolen.

We will deliver your order to the right address, on the right date and at the right time. In order to do this, we need your data. We will inform one of our delivery partners. Or we can bring the product over ourselves with our blue van. Is there a product you would like to have installed? Then we'll send someone to do it for you.

What do we want to know about you?

• Title, First and Last Name
• We're Coolblue, what's your name?
• Street and place of residence (address)
• While playing hide and seek is fun, our own or external suppliers, for example DHL, prefer to bring your package to you right away. If we have your correct address, we will deliver your order very quickly.
• Telephone number
• We will use your phone number to send you a text message when we are almost there. Is anything unclear? Then we will call you.
• Email Address
• You will receive an email to track your order. In some cases, you will receive a separate email about the delivery date or installation because we want to make sure you are at home.

Of course, if your product is broken, you will want it to be repaired as quickly as possible. Or you've changed your mind and want to return your product within the cooling-off period. Of course, this is also possible. We will repair or replace your product in accordance with the warranty.

What do we want to know about you?

• Purchase Order Number
• Handy. This allows us to find out immediately what you have ordered from us so that we can help you as quickly as possible.
• Postcode and house number
• If we know your postcode and house number, we can see if you have actually ordered your returned product from us.
• Telephone number
• We will call you to make an appointment for your repair. And when we're en route with our blue van to repair or pick up your product. 
• Email Address
• Some products you didn't buy from us can still be repaired by Coolblue. We need this information to see if we can help you
• We will send you the shipping label by email and inform you by email about the status of the repair. 
• Product Information
• Did you not buy the product from Coolblue? Then we will ask for product information such as manufacturer, model, type, serial numbers and/or IMEI numbers.
• Title, First and Last Name
• While playing hide and seek is fun, our suppliers prefer to bring your package to you right away. If we have your correct address, we will deliver your order very quickly.
• Password
• For some repairs we need your password. Before you give us your product, we will ask you to change your password and provide us with this new password. Once we have completed the repair, we will ask you to change the password again.

Would you rather not buy a product, just rent it? This is possible. Some products can be rented from us for a monthly fee. You can find more information about the amount of the fee, the duration, the use and whether you can purchase a subscription in the Subscription Terms. If you do not pay on time, in some cases we may remotely disable or block the product. We never look at your private data stored in the product.

Before we rent a product to you, we have an external party check whether you are creditworthy. Based on this information, we decide whether you can subscribe to our service. We only store the fact that we have checked your creditworthiness, nothing else. If you want to have more insight into checking creditworthiness, you will need to contact the external party yourself.

We would like to receive the following information from you:

• Title, First and Last Name
• We are Coolblue, what is your name? We need this data to check your creditworthiness.
• Street and place of residence (address)
• While playing hide and seek is fun, our suppliers prefer to bring your package to you right away. If we have your correct address, we will deliver your order very quickly. We also need this data to check your creditworthiness.
• Telephone number
• We will use your phone number to send you a text message when we are almost there. Is anything unclear? Then we will call you. Besides, we won't call you for no reason. Promise. We also need this data to check your creditworthiness.
• Email Address
• You will receive an email with your contract, which you must agree to by email. In some cases, you will receive a separate email about the delivery/pick-up date or installation because we want to make sure you are at home. We can also use this data to check your creditworthiness.
• Date of Birth
• We need this data to check your creditworthiness.
• Bank details
• We may use this data to check your creditworthiness. In addition, we will automatically deduct the monthly fee and any other costs such as the deposit from your account.

Are you no longer happy with your product? Then we will gladly give your product a second chance. If you have not already deleted your personal data yourself, this is of course the first thing we do. Can't give the product a second chance? Then it is recycled in an environmentally friendly way. Sometimes a used product is worth money and you can trade it in with one of our partners through us. This partner is 100% responsible for your privacy. You can read exactly what this looks like in this partner’s privacy policy

If you exchange a product with us, we will need the following information from you:

• Title, First and Last Name
• We're Coolblue, what's your name?
• Street and place of residence (address)
• We would like to know where your returned product comes from. Or did you buy a second chance product? Then we will deliver it to this address.
• Telephone number
• We will use your phone number to send you a message about your order or about our stock. Is anything unclear? Then we will give you a quick call. 
• Email Address
• We will send you the shipping label and a Coolblue voucher or shop credit equal to the value of the trade-in by email.

We do everything for a smile. To check whether our mission has succeeded, we will send you an email or a message via social media to measure your satisfaction. We'd like to know what we can do better, and your review will help other customers decide whether they want to order their product from us. 

For example, we'll email you a customer satisfaction survey about the delivery of your fridge, or we'll email you to see how well our customer service has handled your complaint. It may also be that we will ask you by email to submit a review of your last purchased product. Or you can get personal tips and information about specific products based on your purchases at Coolblue.

Would you rather not receive these emails? No problem, we will still be good friends. You can customise your email wishes in My Coolblue or unsubscribe with the unsubscribe link in the emails. Can you not get to grips with it? Our customer service will be happy to help you.

Cookies

We want to make our website work as optimally as possible and improve it every day. This is why we use cookies to gauge the behaviour of our visitors. For example, we measure how often and for how long pages are viewed, how often products are enlarged or how often links are clicked. Of course, we will always handle your data properly.

We will help you with questions about your order, solve problems for you or tell you everything about our latest products. You can call us, tweet us and communicate with us via email, WhatsApp or Facebook. Or just drop by one of our stores.

You don't need to tell us your concern twice, we’ll just remember it. Okay, okay, we’ll make a note of it, because we're only human. To process your question or complaint, we may ask for your order number, name, email address, telephone number and other information to facilitate processing.

In order to improve our service every day, we analyse all contacts. For example, by recording a telephone conversation with you for training purposes. Of course, we'll let you know in advance so you can warm up your vocal cords in the meantime. We will store the recordings for a maximum of 30 days.

If you continue browsing the Coolblue website or click on a product, we will provide you with cookies and similar techniques. We and third parties use cookies to track your internet behaviour on our website. This enables us to track the search terms you use and see which products you click on or order. We use this information to show ads based on your interests, measure the effectiveness of our ads, make your emails more personal, and allow you to share information on social media. Would you like to learn more about cookies or changing your settings? Check out our Cookie page.

It's great to have a My-Coolblue account! Now you really belong. We store data from previous orders, returns, email requests and personal data in your account. This is convenient because you don't have to re-enter this data every time.

The following data are in your account:

• First and Last Name
• We are Coolblue, what is your name?
• Billing and delivery address
• We also put your street and your place of residence on the bill. We also use this address as a delivery address. You can't change your bill later.
• Telephone numbers
• We will use your phone number to send you a message about your order or about our stock. Is anything unclear? Then we will give you a quick call. 
• Date of Birth
• We think it's nice to congratulate you on your birthday. Do you prefer to keep your age to yourself? Then you don't have to specify your date of birth.
• Email Address
• Your email address is your username that you use to log in to your My Coolblue account. We also use your email address to send you personal and general emails. Would you rather not receive an email? Then you can change the settings in your account or unsubscribe yourself by clicking the unsubscribe link in the emails.
• Password
• We store your password in a secret code. It's so secret that we can't see what your password is. The code checks if your password is correct when you log in.
• Purchase Order Number
• Handy for finding out what you ordered from us. You may need this number if you contact us.
• Return Number
• We use this number to record your return and update the status. So you can see if your return has been processed.
• Invoice
• Our invoices contain the following data: First and last name, street and place of residence, invoice number, customer number and order number. You can't change the bill later.

We send you various types of emails. You will receive emails on the occasion of your purchase, for example with information about your order, with a request for a product review or with tips about your product. In these emails, we use technologies that measure and improve the effectiveness of our services. You can also sign up for personal offers, the weekly newsletter and the newsletter for business customers. The personal offers are based on your purchases at Coolblue and you will get them from time to time. The content of the newsletter is personalised on the basis of your purchases and the products you have viewed on our website.

We only send you personal offers and newsletters with your consent. Would you rather not receive a newsletter? It’s quick to unsubscribe: via the link at the bottom of the email, your My Coolblue account or via customer service.

If you are logged in to My Coolblue, we will recognise you as a unique visitor and collect data about your behaviour on our website. For example, which pages you look at, which product photos you enlarge or which links you click on. This allows us to analyse your reading behaviour on our website and create content that meets your personal preferences. We link your reading behaviour to your My Coolblue account and your purchase data. We store this combination centrally so that we can analyse everything adequately.

What do we use your data for? To personalise our ads and emails. We will therefore show you ads on our website or on third-party websites that are as useful to you as possible. This prevents you from seeing ads that don't interest you. After all, we already know that you prefer Nespresso coffee to Senseo. That's how we both benefit.

To help us show you the most useful ads, we may also participate in Facebook's Custom Audience program or Google's similar program. We share data such as your email address or your telephone number there. Don't you want that? No problem. Just disable it via My Preferences.

We also use your data to provide you with personalised advice via email. More information can be found under “Newsletter and Email”. We handle your data in accordance with the law and, when using third parties, ensure that they also handle your data in accordance with the law. Promise.

We also use cookies to get to know you better. Would you rather we didn’t do that? No problem. Check out our Cookie page. By removing cookies, we can no longer recognise you as a unique visitor and no longer show you personalised ads. However, you may then still encounter general ads. Social media sites, for example, also show you advertisements based on historical data. For more information on how to change this, we recommend that you consult the privacy policy of these parties.

You know those stories about lottery winners who never come forward? Exactly. So of course you leave your name, phone number and email address when you take part in a Coolblue promotion. We will then let you know if you have won. Or we'll give you money back for a cashback promotion. We also use this data to analyse our actions. This makes them even better every time.

You can tweet, chat and communicate with us via Facebook. We also like it when you watch our films on YouTube and give us a like on Facebook. On social media, we show you helpful ads about our latest products or offers based on your interests. We use cookies for this purpose. We never share our customer base directly with Facebook or Twitter.

• Wi-Fi and cameras
• All Coolblue stores are equipped with cameras. This is important for your safety, that of our employees and products. We do not store camera images from our stores for more than four weeks. Unless we see something suspicious that we need to investigate further or if we need to keep the images for longer because of some other legal obligation. Make yourself at home. Use the free Wi-Fi in our stores. When you use our Wi-Fi network, data is collected from the device with which you log in, including the MAC address (identification number). This data is only used by us to prevent misuse. We block access to the device if illegal activity takes place on our Wi-Fi network.
• Security
• We prefer to trust everything and everyone, online and offline. But that would be a bit naive. Sometimes we need to use customer data to investigate, prevent and combat fraud. This is in the interest of Coolblue and all customers. And if you're actually acting very suspiciously, we have to pass your data on to the public authorities and no one likes that. So don't do it in the first place.

Coolblue has its own app so you always have us at your fingertips. When you download our app, you agree to the terms. You can also find this privacy policy in the App Store and the Play Store. When you download the app, we collect your IP address and information about how you use the app. Apple and Google collect aggregated demographic data from our entire user population. In our app you can find and order all our products. When you sign up for My Coolblue, we can show you relevant offers and advertisements. You will also find an overview of all your orders in your My Coolblue account.

We'll see which country and language you use our app in so we can show you the right range. If you are logged in to our app, we can show you relevant offers and advertisements. Cookies are also placed in our app when you use them. These cookies are only functional cookies: based on the data, we can constantly improve the app. And the cookies remember the contents of your shopping cart and make sure you stay logged in. Handy.

During the ordering process, indicate that you are a business customer and then we will adapt our service to your situation. We will then ask for all the data listed under “Order”. In addition, we need your company name, legal form, VAT identification number and an extract from the commercial register in order to register you as a business customer and carry out a credit check. As a business customer, we are also happy to send you our newsletter for business customers with relevant offers. Would you rather not receive our newsletters? It’s quick to unsubscribe. You can do it in your My Coolblue account or by using the link at the bottom of the newsletter.

Have you found a vulnerability in one of our services? For example, an impairment in our systems? We would like to hear from you. Send your findings to foutjebedankt@coolblue.nl. Please include the following information:

• What exactly you found
• Which IP addresses you used
• Which steps led to the vulnerability

Do you also have screenshots or a video? Include those too.

During review

We will of course take a thorough look at your report. We ask that you do not share any information with others during the investigation and do not exploit the vulnerability. Otherwise this could have unpleasant consequences for everyone. We will of course keep you updated on the progress. Thank you!