Frequently asked questions about delivery and installation of your product

We deliver products to all addresses in the Netherlands. For packages, you have the additional option of picking them up at a DHL collection point (up to an amount of €400) or in a MediaMarkt store. All products are delivered up to the fourth floor, even if there is no elevator. Very large or heavy products, such as American refrigerators or items that do not fit through the staircase in their packaging, are an exception to this. In addition to delivering your product(s), we also offer additional delivery services. For example, consider connecting a washing machine, installing a refrigerator or taking your old appliance with you and recycling it.

• Parcel: if you are not at home when your parcel is delivered, the delivery person will come by again the next day. You can easily adjust this second delivery attempt via the My DHL app. This includes changing the delivery date or type of delivery (possible for orders under €500). If delivery is not successful after 2 attempts, the product will be returned to our warehouse. Your order will then be automatically cancelled and the refund will be initiated immediately. This process takes an average of 8 working days.
• Large products: for large products, such as a refrigerator, washing machine or TV, you will receive an email from the carrier on the day of delivery with the expected delivery time. You can easily adjust the delivery day via the agenda tool in this email. Is it not possible via the agenda tool? Then we can no longer adjust it. If you are not at home, you can schedule a new date via the carrier after the delivery attempt.

You can easily and free of charge hand in your old (broken) device when you buy a new device. This can be done in a number of ways, depending on the size of the device and your personal preference. Here you can read all the details and the necessary preparation.

If you order one of the following products before 5:00 PM in the postcode areas starting with 30, 33, 47, 48, 49, 50, 51 or 52, it will be delivered to your home that same evening:

• Washing machine
• Tumble dryer
• Fridge, except American fridges/XXL fridges
• Freezer
• Dishwasher
• Stove
• Television

This delivery option is only available during weekdays and the delivery costs are €25.

Whether it is possible to have your chosen product delivered that same evening depends on availability. The option for same-evening delivery will be visible in the check-out process on the page where you can specify the delivery options. If the same evening delivery option is not visible, this means that this delivery option does not apply to your product and postcode combination or that the maximum capacity for this delivery service has been reached.

The product is delivered to the doorstep as standard, but you can also opt for the basic installation service of €24.99. This means that the product is delivered and connected to the location where the product is to be placed.

Please note: this service is not available for “Basic TV installation” and “Basic American refrigerator installation”.

If you have any questions, please contact our customer service via the contact form.

The expected delivery time of your product is stated on the product page. For most products: ordered before 23:59, delivered tomorrow. For pre-orders, you can expect delivery on the day of release. If you order during opening hours and pick up your order in the store yourself, it will be ready for you within 30 minutes. If the product is not in stock, we will ensure that it is ready for you in the store within 1 to 2 days.

The status of your order can be found in your account overview. As soon as your package is ready for shipping, you will receive a track & trace email. In this you will find the current status and expected delivery time.

You can easily and free of charge hand in your old (broken) device when you buy a new device. This can be done in a number of ways, depending on the size of the device and your personal preference. Here you can read all the details and the necessary preparation.

The status of your order can be found in your account overview. As soon as your package is ready for shipping, you will receive a track & trace email. In this you will find the current status and expected delivery time.

If you order one of the following products before 5:00 PM in the postcode areas starting with 30, 33, 47, 48, 49, 50, 51 or 52, it will be delivered to your home that same evening:

• Washing machine
• Tumble dryer
• Fridge, except American fridges/XXL fridges
• Freezer
• Dishwasher
• Stove
• Television

This delivery option is only available during weekdays and the delivery costs are €25.

Whether it is possible to have your chosen product delivered that same evening depends on availability. The option for same-evening delivery will be visible in the check-out process on the page where you can specify the delivery options. If the same evening delivery option is not visible, this means that this delivery option does not apply to your product and postcode combination or that the maximum capacity for this delivery service has been reached.

The product is delivered to the doorstep as standard, but you can also opt for the basic installation service of €24.99. This means that the product is delivered and connected to the location where the product is to be placed.

Please note: this service is not available for “Basic TV installation” and “Basic American refrigerator installation”.

If you have any questions, please contact our customer service via the contact form.

Only orders over €500,- that are delivered via DHL, require additional verification. DHL will send you a track & trace code by email as part of the 2-factor authentication. You must show this code to the delivery person in order to receive your package.

First check your spam or junk mail folder. Is the mail not there either? Then install the DHL app. Use the same email address in the app as with your order. This way you can view your QR code via track & trace.

During checkout, you can choose delivery within a specific time slot for a small surcharge. This service is available for almost all products, with the exception of certain combinations. For example, it is not possible to choose a time slot for the delivery of large appliances on Sunday in combination with premium installation.

We deliver products to all addresses in the Netherlands. For packages, you have the additional option of picking them up at a DHL collection point (up to an amount of €400) or in a MediaMarkt store. All products are delivered up to the fourth floor, even if there is no elevator. Very large or heavy products, such as American refrigerators or items that do not fit through the staircase in their packaging, are an exception to this. In addition to delivering your product(s), we also offer additional delivery services. For example, consider connecting a washing machine, installing a refrigerator or taking your old appliance with you and recycling it.

All orders over €50,- are delivered free of charge. Scheduled deliveries are also free, except when you choose a specific time slot or evening delivery. Are you ordering for less than €50,-? As a member of myMediaMarkt your packages will still be delivered free of charge to your home.

For small products under €400, you can choose a nearby pick-up point during the ordering process. As soon as your order is ready, you will receive a message from our carrier that you can pick it up. Your package will remain available at the pick-up point for 7 days.

The fastest way to receive your order is to pick it up in the store, provided the product is in stock. If you order during opening hours and the product is available, we will have it ready for you within 30 minutes. If the product is not in stock, it will usually take 1 to 2 days before you can pick it up. The expected delivery time of your product can be found on the product page. For most products: ordered before 23:59, delivered tomorrow.

On the product page you can easily find which installation services are available for the product you have chosen. Please note that products sold via marketplace do not have installation options. You can see under the product price whether a product is sold via marketplace.

We offer additional delivery and installation services for certain products such as washing machines, dryers and televisions. With this we ensure that they are placed, connected or installed, hung and/or built-in in the desired place indoors. Select this option on the product page or in your shopping cart. Current information and prices can be found on the product page of the selected product. Please note that products sold via marketplace do not have installation options. You can see below the product price whether a product is sold via marketplace.

On the product page you can easily find which installation services are available for the white goods product you have chosen. Please note that products sold via marketplace do not have installation options. You can see under the product price whether a product is sold via marketplace.

If the installation is not fully completed and you only notice this after the delivery staff has left, first check which service you have purchased and what exactly is included. Does the missed installation fall within the agreed service? Then contact the carrier directly to have this checked.

Do you have any questions after that? Then you can always contact us via the contact form.

Parcel: if you are not at home when your parcel is delivered, the delivery person will come by again the next day. You can easily adjust this second delivery attempt via the My DHL app. This includes changing the delivery date or type of delivery (possible for orders under €500). If delivery is not successful after 2 attempts, the product will be returned to our warehouse. Your order will then be automatically cancelled and the refund will be initiated immediately. This process takes an average of 8 working days.

Large products: for large products, such as a refrigerator, washing machine or TV, you will receive an email from the carrier on the day of delivery with the expected delivery time. You can easily adjust the delivery day via the agenda tool in this email. Is it not possible via the agenda tool? Then we can no longer adjust it. If you are not at home, you can schedule a new date via the carrier after the delivery attempt.

You can change the delivery time via the email you receive from the carrier. If this is no longer possible, because the carrier is already on its way or because the planning has already been made, then we can no longer change this for you.

How annoying that you haven't received your package yet. You can do a few things yourself:

• Wait a little longer to see if the delivery person comes by. Sometimes the delivery person scans multiple packages at once and rings your doorbell later today.
• Check your track & trace to see where your package was delivered. If you are not at home, the delivery person will deliver to your neighbors or to a collection point.
• Ask your neighbors if your package was delivered there.

Have you tried all of this and still haven't received your package? Please contact our customer service as soon as possible via our contact form. Do this within 7 days of your original delivery date. We will be happy to work with you to find a solution.

Our apologies for the damage to your home. If damage has occurred, you must inform us within 24 hours. To get a complete picture, we ask you to share this information with us via our contact form: The order number, a description of how the damage occurred, two detailed photos of the damage, one overview photo of the damage. We would also like to receive the total surface area in m2. You can add the photos as attachments in the contact form.

Has your package not been delivered yet? You can follow the latest updates of your order via track & trace in your account. Also check if you have received an email from us.

Sometimes a delivery can take place on a different day. In case of a delay of 1 to 2 days, we recommend that you contact the delivery partner directly, as they have the most up-to-date status.

Do you have a delay of more than 2 days? Then contact us via the contact form. Let us know as soon as possible, at the latest within 7 days after the original order date.

In some cases, you can change the delivery address via the email you receive from the carrier. Is this not possible? Then we would like to ask you to fill in the contact form and note the old and new address details. Enter the email address you used when placing your order under email address. We cannot guarantee that we can change the delivery address, but we will do our best with the carrier. Please note: Changing the delivery address is not possible with DHL.

For delays within two days, we recommend that you contact our delivery partners directly, as they have the most up-to-date information and can assist you the fastest. If your delivery is delayed by more than 2 days, you can contact us via our contact form.

Have you placed an order for multiple products? It may be delivered in parts. Did you only receive one track & trace code or have you been waiting for the missing product for a while? Please contact us via our contact form.

Want to know exactly what is included with the product? Then look at the product page under the heading Package contents. This way you can check whether the missing part should indeed have been included.

Is something really missing? Then contact us via the contact form. Is it just the manual? You can often find it at www.gebruikershandleiding.com, because unfortunately we cannot send manuals separately.

Of course, it is never the intention to deliver a damaged product. If your product has been delivered with damage, you must inform us within 24 hours. In order to get a complete picture, we ask you to share this information with us via our contact form:

• Order number
• 2 detailed photos of the damage
• One overview photo of the damage
• If available, a photo of the packaging material and the shipping label.

You can add the photos as an attachment in the contact form. When delivering large products, make sure that you uncheck the box 'delivery without damage' when you sign for receipt of the product.

You can order your product(s) in our webshop and pick it up in one of our MediaMarkt stores. To do this, select ‘Pick up in store’ when completing your order. If the product is in stock and you order during opening hours, we will have it ready for you within 30 minutes. If the product is not immediately in stock, it will first be sent from our central warehouse to the store. This usually takes 1 to 2 days.

You can pick up your order as soon as you receive the following email from us: ‘Your order is ready to pick up!’. Make sure you have the original QR code at hand (not a screenshot of the QR code). You can find the QR code in the MediaMarkt app under ‘My Account’ and then ‘My pick-up codes’, and at the bottom of the email.

To collect your order, you'll need the following: The email with the QR code titled "Your order is ready for collection". You can also find this QR code in the MediaMarkt app under My account → My collection codes. Screenshots of the QR code will not be accepted.

Yes, that's possible! Please forward the email with the QR code. Screenshots of the QR code will not be accepted.

You can check if a product is available in a store on the product page. Directly above the “I want to order” button you can check the availability of the stock online and a store. Select “Change store” to check the availability at a store nearby.

No, this is not possible. Place your order in our webshop and choose 'Pick up in store' at checkout.

You can pick up your order as soon as you receive the following email from us: "Your order is ready for pickup!" Make sure you have the original QR code handy (a screenshot of this QR code is not sufficient). You can find the QR code in the MediaMarkt app under "My Account" and then "My Pickup Codes," and at the bottom of the email.