Coliposte

Fermer

En poursuivant votre navigation sur ce site, vous acceptez l'utilisation de cookies nous permettant de suivre votre navigation et de vous proposer des contenus adaptés à vos centres d'intérêts ainsi que de réaliser des statistiques de visites.
En savoir plus.

FAQ on a parcel delivery

FAQ on a parcel delivery

Everything you need to know about a parcel delivery

 

I received a parcel that is not for me, what can I do ?

I check whether I know the recipient. The parcel carrier may have dropped off in my letterbox a parcel for one of my neighbours. If I don’t know the parcel recipient, I fill out the contact form (in french) on the website. My Customer Service will handle my request.

I went to my post office, but my parcel wasn't there. What can I do ?

I check my undelivered notice, which should show the post office where I can pick up my parcel as well as the date and time from which it will be available.

If nothing is specified on my undelivered notice, I wait until after 4:00 pm the day after the notice was dropped off to go to my post office.

If my post office cannot give me my parcel, I fill out the contact form (in french) on the website. My Customer Service will handle my request.

 

I am expecting a parcel, but I haven't provided my sender with all the information about access to my building. What can I do?

I fill out the contact form (in french) on the website. My Customer Service agent will forward this information to the relevant delivery service, which will do its utmost to ensure this information is used when my parcel is delivered. I also send this information to my sender so it can be taken into account for my future parcels.  

 

Note: In view of La Poste’s delivery lead-times and the great number of parcels delivered every day, it is difficult to isolate a parcel to change its delivery conditions. Consequently, we cannot guarantee that this information will be taken into account for this parcel’s delivery.

 

I am expecting a parcel but I won't be home and I don't want to go to the post office. What can I do to receive it quickly ?

I fill out the contact form (in french) on the website and I indicate the name of a reliable person residing near me or in my building. This can be my building attendant or one of my neighbours. My Customer Service will forward this information to my delivery agency. An undelivered notice left in my letterbox will indicate the name of the person that received my parcel.

I received a parcel but it is damaged and I think it is missing something. What can I do ?

I fill out the contact form (in french). A Customer Service agent will review my request and I will be sent a reply promptly. 

When receiving my parcels, if I believe that the packaging shows signs of deterioration, I can either:
  • Refuse the parcel, in which case it will be returned directly to my sender, or
  • Request that it be held at my post office so I can open it in the presence of an authorised agent.

I cannot accept the parcel subject to reservations (Click here to access the general terms and conditions of sales). 

My parcel carrier did not want to give me my parcel against cash on delivery and asked me to go to the post office. Why ?

For reasons of security, parcels whose Cash on Delivery (COD) amount is greater than €800 are only dropped off and picked up at the post office. If the amount is less than €800, I fill out the contact form (in french) on the website. A Customer Service agent will review my request and I will be sent a reply promptly.

My parcel was returned to sender. Why ?

I check with my sender that the address I provided is accurate and complete. I verify that the 10-working-day time limit to pick up my parcel in my post office was not exceeded. If I am not concerned by either of the two cases above, I check with my sender whether the sender didn’t initiate this return. If in doubt, I can fill out the contact form (in french) on the website. A Customer Service agent will review my request and I will be sent a reply promptly.

I haven't received an undelivered notice and/or on-hold notice. Why ?

I check that my sender has mentioned all the necessary information to access my building, my letterbox or my interphone. I also check whether there hasn’t been any temporary malfunction regarding my building.

If such is the case, I inform my Customer Service (dial 3631 - in french) accordingly and together we will find a solution to ensure my parcel can be received under the best conditions.

If this isn’t the case, I fill out the contact form on the website. My Customer Service agent will forward this information to the relevant delivery service, which will do its utmost to ensure the delivery procedures are strictly adhered to.

I was expecting a delivery and my parcel carrier did not ring even though I was home.

I check that my sender has mentioned all the necessary information to access my building, my letterbox or my interphone. I verify that my sender has selected a product for personal delivery. There are parcel products that are specified for delivery in letterboxes.

In this case the Parcel Carrier drops off the parcel directly in my letterbox (if its size allows). In the future if I want my parcels to be delivered to me personally, I inform my sender accordingly. 

 

I also verify that there hasn’t been any temporary malfunction regarding my building. If such is the case, I inform my Customer Service (dial 3631 - in french) accordingly and together we will find a delivery solution under the best conditions.  

If this isn’t the case, I fill out the contact form (in french) on the website. My Customer Service agent will forward this information to the relevant delivery service which will do its utmost to ensure the delivery procedures are strictly adhered to.

My parcel was sent to another address without my asking.

I check with my sender the address it provided to the postal services. 


If the address is correct, I fill out the contact form (in french) on the website. A Customer Service agent will review my request and I will be sent a reply promptly

     

Track a parcel 

Track a parcel  Ein Paket verfolgen Een pakket volgenMonitoraggio dei pacchi  Seguimiento de un paquete

 

Get access to Laposte.com