Question 1

Why was my order cancelled?

Accepted Answer

Businesses sometimes cancel orders when products are unavailable and there are no suitable substitutes, or due to extreme weather. Thuisbezorgd.nl reserves the right to cancel an order if we or our couriers cannot contact the recipient.

Question 2

What if I don't like my substitute item?

Accepted Answer

Why did I receive a substitute item and what can I do about it?

If an item from your order is unavailable, the store may offer you a substitute item that's similar to the original. This can happen when a restaurant runs out of a particular item or a store is out of stock.

When will I receive a substitute? If you opted in to receive substitute items when placing your order and an item you ordered is unavailable, the store will pick the best alternative for you.

You will not be charged more than the original item price. If the substitute item costs less than the unavailable item, the difference will be refunded to you.

What to do if you're unhappy with a substitute If you're not satisfied with the substituted item you received, select "inappropriate substitute" as your contact reason and tell us which substitute item you were unhappy with. Our advisors will review your request and approve it if it's valid.

Question 3

Can I get an invoice for my order?

Accepted Answer

Yes. Please contact the business you ordered from for an order invoice. Contact our customer support team for details about the service and delivery charges for your order.

Question 4

How do I know if my order went through?

Accepted Answer

In the email confirmation sent to you after you placed your order, select Track your order to confirm your order’s delivery status. You will also receive an SMS confirming your order. If you use the Thuisbezorgd.nl app, turn on push notifications to receive updates on your order delivery. If you have a Thuisbezorgd.nl account, check the Orders section in the account menu.

If your order was not processed, please contact us. In your message, include the order date, the name of the business you ordered from, the email address on your account, and a screenshot of your order’s transaction details. You can also contact the business you ordered from directly.

Question 5

Can I return Groceries?

Accepted Answer

Yes. You can return or exchange non-perishable items by providing proof of purchase and following the return policy of the business you ordered from. Please contact our customer support team if you ordered from a third-party delivery business through Thuisbezorgd.nl and want to return items.

Question 6

Can I add delivery instructions to my order?

Accepted Answer

Yes. You can leave delivery instructions on the checkout page. Once your order is confirmed, changes cannot be made through Thuisbezorgd.nl, but you can always contact the restaurant, store or business directly if something needs updating.

Orders