My order is considered to have been delivered on the carrier's website, but I haven't received it.
Before starting any procedure, please make sure that a member of your family or someone close to you (neighbour, caretaker) has not received your parcel in your place.
If you have been away for more than 7 days, it is possible that the parcel will be returned to us after the conversion period at your post office has expired. Your tracking will then say ‘Parcel returned to sender’.
If, despite this, you are still unable to trace your parcel, please contact our customer service department via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.
If you have been away for more than 7 days, it is possible that the parcel will be returned to us after the conversion period at your post office has expired. Your tracking will then say ‘Parcel returned to sender’.
If, despite this, you are still unable to trace your parcel, please contact our customer service department via chat, the contact form available in the ‘Contact us’ tab or by telephone on +33 4 85 21 31 78.
