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Customer service procedure

Customer Service

Read our advice on how to offer support to your end customer. If you need further business assistance, you can email or chat to our customer services. Before you contact us, please read our Customer Service Procedure.

icon Standard Return
icon Wrong Product
icon Damaged Product
icon Address Change
icon Missing Parts
icon Order Cancellation
icon Product Not Received
icon Product Not Functioning

Email

Please direct your email to the correct email address depending on your query:

dropshippingXL B2B Support
Contact us 		dropshippingXL Customer Service (CS)
Contact us
  • Purchasing
  • Billing
  • Credit note
  • Payments
  • Requesting an account
  • Stock
  • Product information
  • Order status
  • Deliveries
  • Returns
  • Refunds
  • Damaged products
Average Response Time: 1 business day Average Response Time: 1 business day

Before sending an email, please pay attention to the following:

  • Send one email per case
  • Do not include multiple orders in one email
  • Once a case is open, please always reply to the previous email instead of starting a new email thread
  • Mention the order number in the subject line. Use dropshippingXL’s order number (e.g. B2B12345).
  • Include pictures or videos as an attachment (max. is 20M).
Tips for unnecessary emails

Chat

Starting August 25, 2023, our chat service will be accessible via the Help Center for all your post-sale questions.

Before initiating a chat, we request you to consider the following guidelines:

  • Kindly restrict each chat to a single order.
  • Avoid combining multiple orders within a single chat session.
  • Upon resolution of a query, we encourage you to end the current chat. If you have additional requests, please start a new chat.

Chat opening time:

Monday to Sunday: 9:00 AM to 24:00 PM(CST-China Standard Time)

Note: Starting from September 29, 2023, to October 03, 2023, the Chat operating hours will temporally adjust to 9:00 AM to 12:00 PM (CST-China Standard Time)

We kindly ask you not to use the chat function available on the vidaXL.co.uk website as this function is only provided for B2C customers. The B2C customer service team will not be able to assist you with B2B related matters.

Contact from dropshippingXL

Sometimes, our team will contact you for some issues. We kindly request that you keep an eye on the mailbox you used to register with on dropshippingXL.com.

[email protected]

[email protected]

[email protected]

Our customer service team will contact you regarding orders if:

The delivery address is not completed or correct

The product is out of stock

We kindly ask you not to create new emails to these three-email addresses. Otherwise, your requests will be received by B2C Customer Service team. Due to this issue, they are not able to assist you with any B2B related issues.