Shipping issues

As a preamble, be warned that the average response time of the Colissimo support is 5-7 working days, and the average response time of the DHL support is 1-3 working days.

 

1/ Your parcel is stuck

  • Please provide us your tracking number, we will open a request to the shipping carrier.
  • In case your parcel couldn't be delivered, a new product will be shipped. 

 

2/ Your parcel is in a pickup point

  • Please provide us your tracking number, we will open a request to the shipping carrier.
  • We will send you the address of the pickup point as soon as the carrier will provide it.
  • If your parcel has been shipped with a standard tracked shipping method, you can also enter your tracking number on your local services page for more details.

 

3/ Your address changes during the journey of your parcel

  • Please provide us your tracking number, we will sent it to the shipping carrier.
  • Unfortunately, we can't guarantee the change will be effective. 

 

4/ Your parcel has been returned

  • Please provide us your tracking number.
  • As soon as we will receive the confirmation that your parcel is on its way back, we will proceed with a new shipment or offer you a refund.

 

5/ Your parcel has been delivered to a wrong address

  • Please provide us your tracking number, a statement and a copy of your ID, we will open a request to the shipping carrier.
  • It could be annoying, but the  shipping carrier needs your ID to compare your signature to the proof of delivery.
  • Please be informed that we won't be able to open a claim if you requested for a delivery without signature, or if you requested for a delivery to your front door.
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