Hey bunqers 🌈,

Looking to replace a physical card that didn't arrive? 

• If you chose Standard Delivery, you can easily request a new card within the bunq app

• If you chose Express Worldwide Delivery, open your DHL tracking link first — most late cards are still in transit rather than lost

Ordering a replacement blocks the card that didn't arrive straight away, so only do it once you're sure the card isn't coming.

When should my card have arrived?

That depends on the delivery option you chose when you ordered.

• Express Worldwide Delivery — 2 to 4 working days

• Standard Delivery — within 10 working days

Your expected delivery date is on the card in the 💳Cards tab. Delays usually come from your local postal service, or from your name not being visible at your delivery address.

Where is my card right now?

Standard Delivery isn't tracked, because it travels by regular post. What you can see is the order status and the expected delivery date on the same screen.

With Express Worldwide Delivery, you can see exactly where it is. Your card comes with live status updates in the app and a DHL tracking link.

1. Go to the 💳 Cards tab

2. Select the card that hasn't arrived

3. Open the tracking link in the status box

How do I replace a card that didn't arrive?

Standard Delivery

You can order the replacement yourself, if your bunq card didn’t arrive within the expected delivery time. 

1. Go to the 💳Cards tab

2. Select the card that didn't arrive

3. Tap ⚙️ Settings

4. Select Replace Card

5. Choose My card did not arrive

6. Order your replacement card 

7. Select the delivery address 

8. Review the information and select Get Your Card

9. If you'd like to, add your new card to Apple Pay or Google Pay — or select Not now

Choosing My card did not arrive creates a new card and blocks the current one right away. If your previous card was already in Apple Pay or Google Pay, your card details update automatically.

Express Worldwide Delivery

Cards ordered with Express Worldwide Delivery typically arrive as expected, with no delays. If you choose the express delivery option, your new card should reach you within 4 working days. 

What does a replacement cost?

For Standard Delivery replacements, one replacement a year is free on the bunq Pro plan and the bunq Elite plan, and €9.99 after that. On the bunq Core plan, every replacement costs €9.99.

Your free replacement covers a card that:

• Hasn't arrived by its expected delivery date

• Was sent to an address you'd entered incorrectly

• Picked up some extra wear and tear

Metal Cards are not covered by the free replacement: replacing a Metal Card always costs €99.

Learn more about our order fees in our Pricing sheet.