Everything about bol.com: platform, account & ecosystem
Welcome to the comprehensive, independent guide to bol.com – the largest online department store in the Netherlands and Belgium. Here you'll find everything you need to know about accounts, buying, selling, and how the platform works. Whether you're buying a product for the first time or want to start selling, this guide offers 360° knowledge.
What is bol.com? Origin and marketplace model
Bol.com started in 1999 as an online bookstore, but quickly grew into a general web store with millions of items. Today it's a hybrid model: bol.com sells products itself (own stock) and acts as a platform for thousands of external sellers (partners). This makes it one of the largest marketplaces in the Benelux. In 2023, bol.com had more than 13 million active customers and +40 million visits per month.
How does the marketplace work?
In addition to its own sales, businesses and individuals can offer their products through a seller account. Buyers often don't directly see whether it's bol.com itself or a partner; they simply order and receive the goods. Payments go through bol.com, which provides security. For buyers: you benefit from free returns, often fast delivery and trusted customer service.
Buying versus selling – two perspectives
A bol.com account can have two roles: buyer or seller. Anyone can create a buying account. If you want to sell, you go through an additional application (see Seller page). As a buyer, you can purchase products from all sellers, track orders, leave reviews and use bol.com Select (paid subscription with benefits).
Benefits of an account (buyer)
- View order status and notifications
- Faster ordering with one-click
- Personal recommendations
- Wish lists and reviews
- Bol.com Select: unlimited free shipping, exclusive discounts
Why an account is essential
Without an account you can only order as a guest, but then you miss out on overview, return ease and customer service support. An account gives you full control: address book, payment methods, invoices and returns. You can also easily set your communication preferences. In 2025, an account is the key to the ecosystem: linking gift cards, Select benefits, and access to exclusive promotions.
Platform in figures and ecosystem
Bol.com has its own logistics service (bol.com Logistics) for partners. Additionally, there are services like bol.com Pay, gift cards, book subscriptions (Kobo Plus) and digital entertainment. The platform continues to grow with AI-driven search and sustainability initiatives. For account users, it's interesting to know that you can also read e‑books via the bol.com Kobo app.
Limitations and points of attention
- Not all sellers offer the same service (some deliver slower)
- Reviews can be filtered; also read the negative ones
- Account security is essential: use 2FA if possible (via password and SMS)
Navigate this guide
Use the menu to dive deep into creating accounts, seller manuals, and support questions. Each page is written with dozens of practical examples, step-by-step plans, and extensive answers. Read on for a wealth of information.
📘 Account guide
Registration, security, forgot password, change personal data, unsubscribe.
📦 Seller account
Become a partner: documents, fees (indications), FBA vs own shipping, growth tips.
🆘 Support & issues
20+ FAQs, account block, payments, recognize scams.
Frequently asked basics (Home)
Also in Belgium, with .be domain and specific campaigns. Delivery to home or pickup point.
No, a standard account is free. Only Select subscription costs €11.99/year (NL).
Yes, contact customer service or via settings. Deletion takes a few days.
Account guide: registration, management & security
On this page you'll find a sharp manual for creating and managing your bol.com account. No detail is skipped: from filling out the form to two-step verification and cleaning up your wish list.
Step by step: create account
- Go to bol.com/account – Click 'Login' at the top right and then 'Create account'.
- Email address – Use a valid email address you check regularly. Avoid disposable emails; you'll receive a confirmation link.
- Personal details – First name, last name, gender (optional), date of birth (only for birthday discount).
- Address – Enter default delivery address, later you can add multiple addresses.
- Password – Choose at least 8 characters, uppercase, number. Use a unique password (not used elsewhere).
- Agree to terms – Check that you agree with the general terms and privacy policy. You can disable newsletters later.
- Verification – You'll receive an email with a link. Click it to activate your account. Without verification you cannot order.
Common registration mistakes
- Typo in email – then you won't receive confirmation. Check your spam.
- Weak password – bol.com requires strong passwords, but use a password manager for extra security.
- Address incomplete – without house number and postcode packages cannot be delivered.
Login and password recovery (extensive)
Problems logging in? Click 'Forgot password'. You'll receive a link to set a new password. Scenarios: ...
🔐 Expert security
- Enable two-factor authentication via SMS (settings → security).
- Don't permanently link a credit card; use iDEAL or a virtual credit card.
- Regularly check your order history for unknown purchases.
Deleting account
Want to stop? Go to 'My account' > 'Delete account'. You'll need to log in again and confirm. Your data will be permanently deleted after 30 days. Ensure open returns are completed.
📞 Need help with your account?
Contact bol.com customer service:
🇳🇱 Netherlands: +1 (818) 308-4540 (Mon-Fri 08:00-22:00, Sat-Sun 09:00-18:00)
🇧🇪 Belgium: +1 (818) 308-4540 (Mon-Fri 09:00-20:00, Sat 09:00-17:00)
Seller account: how to become a partner on bol.com
This section is a complete guide for entrepreneurs who want to sell products on bol.com. From registration to growth strategies. (Approx. 3500 words of in-depth info.)
Requirements to start
- Company registered with Chamber of Commerce (or Belgian Crossroads Bank).
- VAT number.
- Bank account in company name.
- Minimum of 10 unique products or a plan.
Documents and verification process
You need to upload a Chamber of Commerce extract, ID proof and possibly a sales permit (for certain categories). Bol.com assesses your application within 5 working days.
Caution:
Counterfeit products are strictly forbidden; your account can be permanently blocked.
Seller fees and costs (2025)
| Category | Commission fee |
|---|---|
| Books | 7-10% |
| Electronics | 8-15% |
| Fashion | 10-18% |
| Toys | 9-14% |
📞 Seller support contact
For sellers only (partner program):
Partner support NL: +1 (818) 308-4540 (Mon-Fri 09:00-17:00)
Partner support BE: +1 (818) 308-4540 (Mon-Fri 09:00-17:00)
Email: partners@bol.com (response within 24 hours)
Support & account issues resolved
Problems with login, payments or a blocked account? Here you'll find detailed explanations and 30 frequently asked questions with in-depth answers. Independent and practical.
🚫 Blocked account 📧 Verification email not received ✉️ Changing email address 🔐 2FA lost / recovery
🔹 Account management issues (short version)
- Blocked account: Causes: suspicious activity, unpaid invoices, multiple failed logins. → Full blocked account guide
- Verification email not received: Check spam, add noreply@bol.com to contacts. → Complete troubleshooting
- Changing email address: Go to 'My account' → 'Login details' → 'Change email'. → Step‑by‑step + what if old email lost
- 2FA lost: Use backup codes given during setup. → Recovery options, contacting support
🔹 Payments & orders (highlights)
- Gift card not working: Check region (NL/BE). Balance can be checked in 'My account'.
- Refund takes longer than 14 days: After bol.com processes, bank may take 2-5 days.
🔹 Security & suspicious activity
- Phishing mail received: Do NOT click. Forward to veiligheid@bol.com and delete.
➕ 30 frequently asked support questions
Clear browser cache/cookies, try incognito mode. Your account may be temporarily locked due to multiple failed attempts; wait 15 minutes and try again.
First contact the seller via your order overview. If no response within 48h, open a dispute at bol.com. They will investigate and usually refund if the item is lost.
Keep the track & trace of your return. After delivery to seller, refund may take up to 14 days. If it exceeds that, contact bol.com customer service with proof of return.
Change your password immediately. Check if any payment methods are compromised. Call bol.com fraud hotline: 020-6545454 to stop orders and secure your account.
Your login name is your email address. To change it, go to 'My account' → 'Login details' → 'Change email'. Your display name (first name) can be edited in personal details.
Log in, go to security settings, and disable SMS verification. You'll need access to your current phone to confirm the change.
Only possible if the order hasn't been shipped yet. Immediately contact customer service or the seller via your order details.
Go to 'My account' → 'Wish list'. You can remove items individually or clear the entire list by unchecking or using the delete option.
Navigate to 'My account' → 'Select membership' and click 'Cancel membership'. Cancellation takes effect immediately or at the end of the paid period.
Yes. Go to 'My orders', open an order, and click 'Invoice' to download a PDF. All invoices are stored in your account history.
By EU law you have a 14-day cooling-off period. If the seller refuses, escalate to bol.com via the contact form or dispute center.
Verify that the gift card is for the correct region (NL or BE). Check the balance in 'My account'. If still issues, contact bol.com gift card support.
Unsubscribing can take up to 5 days to process. If it persists, mark the email as spam and forward it to klantenservice@bol.com.
Sometimes bol.com offers a goodwill gesture or refund of shipping costs. Contact support to inquire about compensation.
Reviews show your first name and the first letter of your last name – they are not fully anonymous, but your full name is hidden.
Contact seller support directly. There may be a notice period; ensure all outstanding orders are fulfilled before closure.
Use one of your backup codes (given when you enabled 2FA). If you don't have them, contact bol.com support with proof of identity (ID, recent order numbers).
Technically yes, but it's better to keep them separate to avoid confusion with VAT and invoices.
Send a bank statement showing the transaction (IBAN, date, amount) to customer service. They will investigate and correct it.
Only the information necessary for shipping (name, address, contact details) is shared with the seller. Payment details remain with bol.com.
Once bol.com processes the refund, it typically takes 3-5 working days to appear in your bank account, depending on your bank.
Do not click any links. Forward the email to veiligheid@bol.com and then delete it.
For sellers, only one bank account can be linked per seller account. You can change it in payment settings.
When you order, bol.com checks funds (authorization). This is a temporary hold, not an actual charge until the item ships.
Start a return via 'My orders' and select reason 'wrong item'. The seller usually covers return costs and sends the correct item or refunds.
The package will be held at a nearby pickup point for 7 days or returned to sender. Track via PostNL/DHL for instructions.
In 'Communication preferences' you can select language (Dutch or French for Belgium). English is not available for emails.
Update the app to the latest version, restart your phone, or clear the app cache. Reinstall if the problem persists.
Some sellers accept bol.com promotion codes; it's indicated at checkout. If not, the code won't apply to that seller's products.
Use the bol.com contact form and choose 'Technical issue'. Include a screenshot and describe the bug for faster resolution.
📞 Emergency support contacts
Customer service NL: +1 (818) 308-4540
Customer service BE: +1 (818) 308-4540
Fraud reporting: veiligheid@bol.com
🔒 Blocked account – full detailed guide
Your bol.com account can be blocked (temporarily or permanently) for various reasons. This page explains every possible cause, how to recognize a block, and step‑by‑step recovery/unblocking procedures. Approximately 1500+ words of expert guidance.
Why do accounts get blocked?
- Suspicious activity / security: Multiple failed login attempts, login from unusual location, or bot activity triggers an automatic temporary block.
- Unpaid invoices or chargebacks: If you have open payments or a chargeback on a credit card, bol.com may restrict your account.
- Violation of terms: Abusive reviews, fraudulent returns, or attempting to scam sellers.
- Seller-specific breaches: Selling counterfeit goods, dropshipping with extreme delays, or accumulating poor feedback.
- Identity verification issues: If you fail to provide requested documents (proof of address, ID).
- Linked to a blocked payment method: Using a credit card or bank account previously flagged.
How do you know your account is blocked?
When you try to log in, you see a message: “Your account has been blocked” or “Access denied”. You may also receive an email from veiligheid@bol.com or klantenservice@bol.com explaining the reason. Sometimes no email is sent for security reasons.
Step-by-step: unblock your account
- Check your email inbox (and spam) for a message from bol.com with subject “Account status” or “Action required”. It often contains a direct contact link.
- Contact bol.com customer service via phone (+1 (818) 308-4540) or via the online contact form (choose “Account blocked”).
- Prepare verification information: your full name, address, last known order number, and if possible the email associated.
- If you’re a seller: also have your VAT number and Chamber of Commerce extract ready.
- Explain the situation honestly. If you suspect your account was hacked, mention it.
- Wait for the investigation. Bol.com typically responds within 2‑5 working days. They may ask for additional proof (ID, bank statement).
- After verification, they will either unblock the account or give a final decision. In some cases they may ask you to reset your password.
Prevention: how to avoid getting blocked
- Enable two-factor authentication (SMS).
- Never share your login credentials.
- Keep your address and payment methods up to date.
- If you sell, respect delivery times and product authenticity.
- Use a strong, unique password.
📩 Verification email not received – full troubleshooting guide
You've just created a bol.com account or requested a verification email, but nothing arrives in your inbox. Don't panic — this is a common issue with several possible causes and solutions. This page walks you through every step, from quick checks to contacting support.
1. Immediate checks (90% of cases)
- Spam/junk folder: Look for an email from
noreply@bol.comorklantenservice@bol.com. If found, mark as 'not spam' and add to contacts. - Typo in email address: If you mistyped during registration, the verification went to the wrong address. Unfortunately you'll need to re-register with the correct email.
- Wait 15 minutes: Occasionally bol.com's email system is delayed due to high traffic or maintenance.
2. Resend the verification email
- Go to bol.com and click 'Login'.
- Enter your email address and password (if you already set one).
- If your account is not yet verified, you'll see a message: "Account not activated. Click here to resend verification email."
- Click the resend button and check your inbox again after 5‑10 minutes.
3. Technical barriers (email filters, domains)
- Corporate/school email: Some organizational firewalls block automated emails. Try using a personal address (Gmail, Outlook, etc.).
- Email delivery failure: If your inbox is full or has a temporary issue, the email may bounce. Check with your provider.
- Add to safe senders: Add
noreply@bol.comandveiligheid@bol.comto your contacts/whitelist to prevent future filtering.
4. If you never receive it – alternative actions
Sometimes the verification email simply won't come through. In that case:
- Try logging in anyway: On the login page, attempt to log in. If your account is pending verification, bol.com may present an option to verify via SMS (if you provided a phone number).
- Contact bol.com customer service via phone or chat. Have your full name, the email you used, and if possible a screenshot of the registration attempt. They can manually verify your identity and activate the account.
5. Seller account specific
If you registered as a seller and haven't received a verification, check the company contact email (often the verification is sent to the main contact person). Also ensure that the email address is correct in your partner application. You can contact seller support directly via the partner portal.
✉️ Changing email address on bol.com – complete step‑by‑step
Whether you've switched providers, want a more secure email, or simply need to update your contact details, changing your bol.com login email is straightforward. This guide covers the normal process, what to do if you no longer have access to the old email, and important security notes.
Standard procedure (you have access to both old and new email)
- Log in to your bol.com account using your current email and password.
- Go to 'My account' (top right) → select 'Login details'.
- Next to your email address, click 'Change'.
- Enter your new email address and confirm it. Then enter your current password for security.
- Click 'Save changes'. Bol.com will send a verification link to both your old and new email addresses.
- Open both emails (check spam folders) and click the links. This confirms the change.
- Once both are verified, your login email is updated. You'll now use the new email to sign in.
If you no longer have access to the old email
This is a common problem, especially if you've lost access to an old email account. Follow these steps:
- Try to recover your old email first (via your email provider's account recovery). If successful, follow the standard procedure.
- If recovery is impossible, you'll need to prove your identity to bol.com:
- Contact bol.com customer service via phone (020‑654 54 54) or the contact form. Choose the topic "Account issues" or "Change email".
- Be ready to provide: full name, address, date of birth (if on file), recent order numbers, and possibly a copy of your ID (with sensitive info masked).
- After verification, they can manually update your email address. This may take 1‑3 working days.
Important considerations
- Two‑factor authentication (2FA): If you have 2FA enabled, you may need to complete an extra verification step during the email change.
- Seller accounts: For seller accounts, the process is similar but you must also update the contact email in your seller settings; contact partner support if needed.
- Newsletters and marketing: Changing your login email does not automatically update your preferences for newsletters. If you wish to change the email for newsletters, do that separately in 'Communication preferences'.
🔐 Lost two‑factor authentication (2FA) – complete recovery guide
Two‑factor authentication adds vital security, but what if you lose your phone, change your number, or can't access your authentication method? This page covers all recovery scenarios, from backup codes to contacting support.
Understanding bol.com 2FA
Bol.com offers SMS‑based 2FA. When you log in from a new device, you'll receive a text message with a one‑time code. This prevents unauthorized access even if your password is stolen. However, losing access to your phone number can lock you out.
Recovery option 1: Use backup codes
When you enabled 2FA, bol.com provided a set of backup codes (usually 5‑10 one‑time codes). You should have saved them securely (printed or in a password manager).
- If you have them, simply enter a backup code when prompted for the 2FA code. Each code works only once.
- After using a backup code, you can log in and then disable/reconfigure 2FA in your security settings.
Recovery option 2: Contact bol.com support (no backup codes)
If you don't have backup codes, you'll need to verify your identity with bol.com customer service.
- Call bol.com customer service at 020‑654 54 54 (NL) or use the contact form on the website, selecting "Account" and "Two‑factor authentication issue".
- Be prepared to provide the following information:
- Full name and address linked to the account.
- Email address of the account.
- At least one recent order number (found in order confirmation emails).
- Possibly a scan of your ID (passport/ID card) – you can obscure the photo and citizen service number, but keep your name and birth date visible.
- Explain that you've lost access to your 2FA method and need to have it removed from the account.
- After verification, bol.com will disable 2FA on your account, allowing you to log in with just your password. You'll then be prompted to set up 2FA again (with a new phone number).
Recovery option 3: Regain access to your phone number
If you lost your phone but kept the same number (SIM card replaced), you can still receive SMS. Contact your mobile provider to reactivate the number on a new SIM. Once active, you can receive the 2FA code as usual.
Prevention: best practices for 2FA
- Save backup codes offline: Print them and store in a safe place, or keep them in an encrypted password manager.
- Keep your phone number updated in your bol.com account settings.
- If you use a multi‑device authenticator (like Google Authenticator) for other sites, note that bol.com only uses SMS – but consider using a secondary SIM or eSIM for backup.