1. Why can one parcel arrive tomorrow, while another takes longer?
At bol, it is important to us that we deliver on our promises to customers. That is why we determine, per product, what we can realistically commit to, and this can vary. Our platform features more than 56 million products. These come from one of our six distribution centres or from one of our 45,000 partners who manage their own logistics. Each product page therefore has its own delivery promise, based on where the item is stored, who ships it and how much delivery capacity is available.

2. How does the returns process work?
Returning items is an important (and legally guaranteed) customer right. A smooth returns process makes shopping at bol easy and reliable. If a customer wants to return an item within the return period, they start the return via their account in the app or on the website. The product is then sent back, we process it and the refund is issued.
If a partner sells via bol and handles returns themselves, the process may differ slightly, but the focus on service remains the same. And if anything goes wrong, our customer service team is always there to help find a solution, and where needed, we support both customer and partner to resolve things quickly.

3. Why are my orders delivered by different carriers?
We always look at the full order and try to deliver as much as possible in one go, preferably in a single parcel and/or via the same carrier. However, this isn’t always possible. Products may come from one of our six distribution centres or directly from a partner. In addition, we work with multiple carriers in the Netherlands and Belgium to choose the best option per region and type of delivery. For example, a washing machine may be delivered by a carrier specialised in large and heavy items, while the detergent ordered alongside it is delivered via PostNL.

4. How many parcels leave your sorting centre in Waalwijk on an average day?
We are proud of our large, efficient and professional logistics operation. During peak periods, such as around the holidays, volumes in Waalwijk can exceed 500,000 orders per day, that’s more than five parcels per second. We do this together with thousands of colleagues in our distribution centres, who carefully prepare orders for shipment.
To work more efficiently and sustainably, around one third of parcels are automatically packed in custom‑made boxes, using less material and leaving less empty space. Around 10% of shipments are even sent without an additional outer box. We continue to improve these processes to achieve our annual CO₂ reduction targets.

5. What is the delivery promise based on (and how often does it change)?
The delivery promise shown on the product page is calculated based on several factors: where the item is in stock (at bol or with a partner), who ships it, which delivery options are available and the current capacity at carriers and in our warehouses. This information changes continuously, for example when demand increases, stock runs low or a carrier adjusts its planning. That’s why we continuously refresh the delivery promise, so customers always know what to expect.