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.