How to file a complaint?

Are you expecting a Colis Privé parcel and experiencing a delivery problem, a delay, a missing package, or simply an anomaly in your tracking information?

In this article, discover all the steps to file an online claim on the website www.colisprive.fr.

When should you file a Colis Privé claim?

You can submit an online claim if:

• Your parcel is marked as delivered but you have not received it

• The tracking has been stuck for several days

• The parcel is damaged or its contents are incorrect

• You wish to report a delivery issue or a driver’s behavior

What information is required?

To complete the claim form, you will need the following:

• Your parcel number (12 alphanumeric characters).

• If the number begins with HS or 2R, use the dedicated platform: www.colisprive-store.com

• The postal code associated with the delivery

• Your personal details: last name, first name, email address

• A clear description of the issue: non-delivery, error, empty or damaged parcel, missing content…

Step-by-step process to file a claim

1. Access the official platform

   • Go to www.colisprive.fr

   • Click on Track my parcel

   • Enter your parcel number and postal code in the tracking section

2. Check the delivery status

   • Verify if the parcel status justifies a claim: delivered but not received, pending, delivery error, etc.

3. Click on the “File a claim” button

   • The online claim button will appear if the conditions are met.

4. Complete the online form

   • Fill in all the details related to your case: personal information, type of anomaly, parcel contents, delivery date, explanatory message.

5. Submit your request

   • Validate the claim form. An acknowledgment of receipt will appear on the screen, and you will receive confirmation by email.

Why can’t I file a claim?

If you do not see the File a claim button, it may be due to the following reasons:

• An existing request is already in progress
  Your previous claim is currently being processed by customer service (within 2 to 7 business days). You cannot submit a new one during this time.

• Your e-merchant has opened a claim on your behalf
  In this case, the claim is handled directly between the merchant and Colis Privé. You must wait until it is closed.

• The deadline has passed
  Some merchants file claims in your name. If so, we communicate directly with the seller, who will then contact you with further details.

Claim processing time

Your claim will be processed within 2 to 7 business days by Colis Privé customer service.
You will receive a response either by email or by phone, using the contact details you provided to your e-merchant at the time of purchase.

Don’t forget to check your junk/spam folder.

Here is a video that may help you submit your claim, or you can consult our online FAQ for more information about your delivery.