Help

Online assistance (FAQ link) available on moncolisprive.fr allows you to access answers to questions frequently asked to our Customer Service. You can also contact us via: Our website: Parcel tracking is always available on www.colisprive.fr By phone: At 0 806 000 250 (free service + price of the call) from Monday to Friday from 8AM – 19PM and from 9AM  to 13PM Saturday.

In order to track your parcel during the various stages of its delivery, you are asked to provide your parcel number. This number serves as a unique identifier for all types of carriers. It can be found in various locations, which are detailed on this page.

Once your parcel has been handled by Colis Privé, you can track it at any time on our website. To do this, enter your parcel number and zipcode. You will find your parcel number either on the e-mails or text messages that Colis Privé has sent you or on the delivery notice that has been left with you.

Yes, since 2006, Colis Privé has been the only carrier, alongside La Poste, to hold the ARCEP postal licence. This means that our delivery drivers can drop off your parcels directly in letterboxes. Our delivery drivers can also enter buildings using the Pass and Vigik keys.

Our deliveries are made between 8 a.m. and 7 p.m. Your parcel will be left in your letterbox if this is possible, or by hand (in the case of delivery against signature) or to a third party (neighbour, caretaker, concierge). If Colis Privé is unable to deliver, a delivery notice will be left in your letterbox with details of how to make a second delivery.

Colis Privé delivers to letterboxes, to your caretaker or to a third party. If, after checking, you still have not received your parcel, you can file a complaint on our website www.colisprive.fr, by selecting the "File a complaint" button. You will receive a reply within 48 working hours.

Colis Privé must carry out checks to identify the cause of the delay. You can file a complaint on our website www.colisprive.fr, select the "File a complaint" button and you will receive a reply within 48 working hours.

This is because the delivery driver needs additional information to access your address, such as an access code or more details about it. Before scheduling a second delivery, please check your address and complete it, or even add some practical information (description, directions, etc.). You can send us this information on our website by clicking on the "arrange a delivery date" button. This explanatory video will help you. You can also choose delivery to a pickup point.

You have two options:

1. Either the delivery person has ticked the box "We will drop it off at a pickup point near you": In this case, you do not need to take any action. You will receive a notification by e-mail or SMS with the delivery date and the address of the pickup point.
2. Or the delivery person has ticked the box "We have your parcel, please follow up or reschedule your delivery": In this case, the second presentation will take place according to your choice, either at home, at a third party's home or at pickup point.

You can then click on the "arrange a presentation date" button. This explanatory video will help you.

Once you have received a delivery notice, you can choose one of the available pickup points. To do this, go to the Colis Privé website, select the "arrange a delivery date" button and choose the available pickup point that suits you best. You will find all the information about the pickup points (address, opening hours, location, etc.).

The pickup point sent you a notification with their address and the date of your parcel’s availability. 

You can find the opening times of your pickup point on the notification that has been sent to you. You can also visit our website www.colisprive.fr to find this information.

An initial delivery attempt has been made to your home address. If your parcel could not be delivered at the first attempt, and in response to your sender's request, it has been delivered to a pickup point. This pickup point is the closest available location to your address. An e-mail notification will be sent to you as soon as the parcel is available there.

Case 1: The returns label is included in your parcel: If you wish to return your parcel, you must :

1. Replace your items in their original packaging
2. Cut out the Colis Privé transport label (left-hand side of the document)
3. Attach the label to the parcel to be sent. Only the barcode must appear (do not cover with tape)
4. Find your nearest Colis Privé Store on colisprive-store.com/relais or scan the QR code :

CASE 2: The returns label is not included in your parcel You will need to go to the e-commerce site where you placed your order and request a returns label. To return your parcel you must then:

1. Print and cut out the Colis Privé transport label
2. Replace your items in their original packaging
3. Attach the label to the parcel to be sent.
4. Find your nearest Colis Privé Store relay on colisprive-store.com/relais or scan the QR code :

In both cases:

• You must not drop the parcel off in a letterbox
• When dropping off your parcel, make sure that the relay scans your parcel.

To drop off your return package, you must go to a Colis Privé Store. To find the nearest relay to you, visit colisprive-store.com/relais. Colis Privé Store works with over 4,500 local retailers (florists, tobacconists, newsagents, local shops, etc.)! All of them are available and visible on the "Find a relay" page. You'll also find their address, opening days and times.

You will need to find another Colis Privé Store. You can find a list of all stores at colisprive-store.com/relais

Please send your request using the following form: https://colisprive-store.com/contact "Contact us" with the subject: "Problem with the delivery of my parcel".

When you drop off your parcel, make sure that the Colis Privé Store scans it. Once it has been delivered, you will receive an e-mail notification. To track the progress of your parcel, visit colisprive.fr.

Once your parcel has been received by your e-commerce site, you will receive an email notification. To track the progress of your parcel, visit colisprive.fr.

To find out how returns are priced, please read the returns conditions on your e-commerce site.