How do I contact customer support?
How do I contact customer support?
Email us at orders@droppe.com or use the chat widget on our website. We respond fastest during business hours (Monday-Friday, 9 AM - 5 PM CET).
All the ways to reach us
We want you to get help in whatever way works best for you. Here are all your options:
1. Email (best for detailed questions)
General inquiries: orders@droppe.com
Market-specific email:
- 🇩🇪 Germany, Austria, Netherlands, Belgium, Italy: frage@droppe.com
- 🇫🇮 Finland: kysy@droppe.fi
- 🇸🇪 Sweden: fraga@droppe.com
When to use email:
- Complex questions requiring detailed explanations
- Attaching photos (defective products, size issues, etc.)
- Order modifications or cancellations
- Invoice or payment questions
- Anything requiring a paper trail
Response time: Usually within 24 hours on weekdays. We're a growing startup company, not a massive support center—but we read every message and aim to help quickly.
2. Live chat (best for quick questions)
How to access: Look for the chat widget in the bottom-right corner of droppe.com
When to use chat:
- Quick clarifications before ordering
- Sizing advice (we can guide you to the right chart)
- Delivery tracking questions
- Return process questions
- "Is this in stock?" checks
Response time: Instant during business hours (Mon-Fri, 9 AM - 5 PM CET). Outside business hours, leave a message and we'll reply the next morning.
3. Phone (for urgent issues)
Germany, Austria, Netherlands, Belgium, Italy:
Finland:
Sweden:
When to call:
- Delivery issues requiring immediate attention
- Urgent order modifications (before brand ships)
- Payment problems at checkout
- Defective safety equipment (PPE)
Phone hours: Monday-Friday, 9 AM - 5 PM local time
Why we prioritize email and chat
The honest reason: Most support questions involve looking up order details, checking with brands, or reviewing policies. Email and chat let us research properly and give you accurate answers—not rushed guesses on the phone.
Plus: You get a written record. If we promise you something (like a refund or replacement), it's documented in your email thread.
What we think is fair: We respond to every message, usually within 24 hours. That's faster than most B2B marketplaces. For truly urgent issues (delivery mishaps, defective safety gear), phone is there.
What to include when contacting support
Help us help you faster by including:
For order questions:
- Order number (starts with #)
- Product name or SKU
- Issue description
For returns:
- Order number
- Which items you want to return
- Reason (optional but helps us improve)
For sizing questions:
- Product you're considering
- Your measurements (we'll guide you to the right chart)
- Your team size (if bulk ordering)
For defective products:
- Order number
- Product name
- Photo showing the defect
- Description of the problem
Response time expectations
Email/chat during business hours: Within a few hours
Email/chat outside business hours: Next business day morning
Phone: Immediate (if we're available)
Complex questions: May take 24-48 hours if we need to check with brands or legal
What if you don't hear back?
Check your spam folder. Sometimes our replies end up there (especially gmail promotions tab).
Still nothing after 48 hours? Send a follow-up. Occasionally messages slip through the cracks—it's not intentional, we're just human.
Really urgent? Call the phone number for your market.
Our support philosophy
We think support should feel like talking to a colleague—not a corporate robot. You're trying to get workwear for your team or business. If something's confusing or broken, we want to fix it quickly and honestly.
We'd rather you reach out than struggle alone. Not sure if your return qualifies? Ask us. Confused about invoice payment? We'll explain it. Worried a product is too small? We'll help you figure it out before you order.
Fair warning: We're a growing startup company with a small team. We're not Amazon—we can't offer 24/7 instant responses. But we care deeply about getting things right, and we'll work with you until your issue is resolved.
Escalations and complaints
What if you're not satisfied with our response?
- Reply to the same thread and explain why the solution doesn't work for you. We'll revisit it.
- Ask to escalate - We'll bring in a manager or someone with more authority to approve exceptions.
- Contact leadership - For serious issues, email management@droppe.com
Consumer protection authorities:
If you believe we're violating consumer rights, you can contact your local authority:
- 🇩🇪 Germany: BVL (Bundesamt für Verbraucherschutz)
- 🇦🇹 Austria: Federal Ministry of Social Affairs
- 🇳🇱 Netherlands: ACM (Autoriteit Consument & Markt)
- 🇧🇪 Belgium: FOD Economie
- 🇮🇹 Italy: AGCM (Italian Competition Authority)
- 🇫🇮 Finland: KKV (Finnish Competition and Consumer Authority)
- 🇸🇪 Sweden: Konsumentverket (Swedish Consumer Agency)
We'd rather resolve things directly, but your rights exist regardless.
Questions we can't answer immediately
Some questions require coordination with brands or legal review:
"Can I return this customized product?" - Depends on defect status; might take 24-48 hours to assess with brand.
"Will you accept a return past 30 days?" - Requires manager approval and brand coordination.
"Can I get a bulk discount for 500+ items?" - We'll negotiate with the brand on your behalf; takes a few days.
"Why was my invoice payment declined?" - Credit check details are confidential; we can explain general reasons but not specific scores.
For these, we'll acknowledge your message quickly and set expectations on when you'll get a full answer.
Feedback and suggestions
Have ideas for improving Droppe? We genuinely want to hear them.
Email management@droppe.com with:
- Feature requests
- UX feedback (something confusing on the site?)
- Product suggestions (brands or items we should add)
- Policy feedback (something feels unfair?)
We can't implement everything, but user feedback directly shapes our roadmap.
Related articles
Need help with specific topics? Check these articles:
- How do I return a product?
- Can I pay by invoice?
- How do I track my order?
- What should I do if I receive a defective item?
- How do I choose the right size?
Still stuck? Email us or start a chat. We're here to help.
Updated on: 06/11/2025
Thank you!