{"id":2384,"date":"2024-03-20T10:06:01","date_gmt":"2024-03-20T09:06:01","guid":{"rendered":"https:\/\/colisprive.fr\/help-wanted\/"},"modified":"2024-06-28T15:22:36","modified_gmt":"2024-06-28T13:22:36","slug":"help","status":"publish","type":"page","link":"https:\/\/colisprive.fr\/en\/help\/","title":{"rendered":"Help"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2384\" class=\"elementor elementor-2384 elementor-6\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3c6a0f2 e-flex e-con-boxed e-con e-parent\" data-id=\"3c6a0f2\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3907bae elementor-widget elementor-widget-heading\" data-id=\"3907bae\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 18-04-2024 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h1 class=\"elementor-heading-title elementor-size-default\">Help<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-834fec4 e-con-full e-flex e-con e-parent\" data-id=\"834fec4\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-db37685 elementor-widget elementor-widget-heading\" data-id=\"db37685\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">See our frequently asked questions<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d9867e1 elementor-widget elementor-widget-shortcode\" data-id=\"d9867e1\" data-element_type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div id='qwery-faq'><div class='qwery-faq-term'><h2 class='qwery-faq-term-title'>How does Colis Priv\u00e9 deliver my parcel ?<\/h3><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3773\").classList.toggle(\"qwery-faq-question-description-show\")'>How to contact Colis Priv\u00e9's Customer Service?<\/h3><div id='qwery-faq-question-description-3773' class='qwery-faq-question-description'>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:\r\n\r\nOur website: Parcel tracking is always available on www.colisprive.fr\r\nBy phone:\u00a0At 0 806 000 250 (free service + price of the call) from Monday to Friday from 8AM \u2013 19PM and from 9AM\u00a0 to 13PM Saturday.<\/div><\/div><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3771\").classList.toggle(\"qwery-faq-question-description-show\")'>Where do I find my parcel number?<\/h3><div id='qwery-faq-question-description-3771' class='qwery-faq-question-description'>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 <a href=\"https:\/\/www.colisprive.fr\/une-question\/ou-trouver-mon-numero-de-suivi-colis\/\">this page<\/a>.<\/div><\/div><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3775\").classList.toggle(\"qwery-faq-question-description-show\")'>How to track my parcel?<\/h3><div id='qwery-faq-question-description-3775' class='qwery-faq-question-description'>Once your parcel has been handled by Colis Priv\u00e9, you can track it at any time on our <a href=\"https:\/\/www.colisprive.fr\/\">website<\/a>.\r\n\r\nTo do this, enter your parcel number and zipcode.\r\n\r\nYou will find your parcel number either on the e-mails or text messages that Colis Priv\u00e9 has sent you or on the delivery notice that has been left with you.<\/div><\/div><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3781\").classList.toggle(\"qwery-faq-question-description-show\")'>Can Colis Priv\u00e9 deliver to letterboxes?<\/h3><div id='qwery-faq-question-description-3781' class='qwery-faq-question-description'>Yes, since 2006, Colis Priv\u00e9 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.<\/div><\/div><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3792\").classList.toggle(\"qwery-faq-question-description-show\")'>Delivery hours<\/h3><div id='qwery-faq-question-description-3792' class='qwery-faq-question-description'>Our deliveries are made between 8 a.m. and 7 p.m.\r\n\r\nYour 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).\r\n\r\nIf Colis Priv\u00e9 is unable to deliver, a delivery notice will be left in your letterbox with details of how to make a second delivery.<\/div><\/div><\/div><div class='qwery-faq-term'><h2 class='qwery-faq-term-title'>How does home delivery work?<\/h3><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3783\").classList.toggle(\"qwery-faq-question-description-show\")'>My parcel is declared delivered even though I haven't received it<\/h3><div id='qwery-faq-question-description-3783' class='qwery-faq-question-description'>Colis Priv\u00e9 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 <a href=\"http:\/\/colisprive.fr\">www.colisprive.fr<\/a>, by selecting the \"File a complaint\" button. You will receive a reply within 48 working hours.<\/div><\/div><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3785\").classList.toggle(\"qwery-faq-question-description-show\")'>My parcel is late<\/h3><div id='qwery-faq-question-description-3785' class='qwery-faq-question-description'>Colis Priv\u00e9 must carry out checks to identify the cause of the delay.\r\n\r\nYou can file a complaint on our website <a href=\"http:\/\/colisprive.fr\">www.colisprive.fr<\/a>, select the \"File a complaint\" button and you will receive a reply within 48 working hours.<\/div><\/div><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3788\").classList.toggle(\"qwery-faq-question-description-show\")'>You are asking me for additional information<\/h3><div id='qwery-faq-question-description-3788' class='qwery-faq-question-description'>This is because the delivery driver needs additional information to access your address, such as an access code or more details about it.\r\n\r\nBefore scheduling a second delivery, please check your address and complete it, or even add some practical information (description, directions, etc.).\r\n\r\nYou can send us this information on our website by clicking on the \"arrange a delivery date\" button.\r\n\r\nThis <a href=\"https:\/\/youtu.be\/CJCJaJUZetQ\">explanatory video<\/a> will help you. You can also choose delivery to a pickup point.<\/div><\/div><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3790\").classList.toggle(\"qwery-faq-question-description-show\")'>I received a delivery notice<\/h3><div id='qwery-faq-question-description-3790' class='qwery-faq-question-description'>You have two options:\r\n<ol>\r\n \t<li>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.<\/li>\r\n \t<li>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.<\/li>\r\n<\/ol>\r\nYou can then click on the \"arrange a presentation date\" button. This <a href=\"https:\/\/youtu.be\/CJCJaJUZetQ\">explanatory video<\/a> will help you.<\/div><\/div><\/div><div class='qwery-faq-term'><h2 class='qwery-faq-term-title'>How does delivery in a pickup point work?<\/h3><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3812\").classList.toggle(\"qwery-faq-question-description-show\")'>How to choose a pickup point?<\/h3><div id='qwery-faq-question-description-3812' class='qwery-faq-question-description'>Once you have received a delivery notice, you can choose one of the available pickup points. To do this, go to the Colis Priv\u00e9 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.).<\/div><\/div><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3814\").classList.toggle(\"qwery-faq-question-description-show\")'>The pickup point does not have my parcel<\/h3><div id='qwery-faq-question-description-3814' class='qwery-faq-question-description'><span lang=\"EN-GB\">The pickup point sent you a notification with their address and the date of your parcel\u2019s availability.\u00a0<\/span>\r\n<div>\r\n\r\n<span lang=\"EN-GB\">Did you visit the pickup point after the designated date?<\/span>\r\n<div><span lang=\"EN-GB\">If yes, and the merchant did not have your parcel, you can submit a claim on our site <\/span><a href=\"http:\/\/www.colisprive.fr\/\"><span lang=\"EN-GB\">www.colisprive.fr<\/span><\/a> <span lang=\"EN-GB\">by clicking on \u201cSubmit a claim\u201d. You will receive a response within 48 working hours.<\/span><\/div>\r\n<\/div><\/div><\/div><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3816\").classList.toggle(\"qwery-faq-question-description-show\")'>The pickup point is closed<\/h3><div id='qwery-faq-question-description-3816' class='qwery-faq-question-description'>You can find the opening times of your pickup point on the notification that has been sent to you.\r\n\r\nYou can also visit our website www.colisprive.fr to find this information.<\/div><\/div><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3818\").classList.toggle(\"qwery-faq-question-description-show\")'>Why was my parcel delivered to the pickup point if I requested a home delivery?<\/h3><div id='qwery-faq-question-description-3818' class='qwery-faq-question-description'>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.\r\n\r\nThis pickup point is the closest available location to your address.\r\n\r\nAn e-mail notification will be sent to you as soon as the parcel is available there.<\/div><\/div><\/div><div class='qwery-faq-term'><h2 class='qwery-faq-term-title'>How to return your parcel?<\/h3><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3794\").classList.toggle(\"qwery-faq-question-description-show\")'>How do you prepare your parcel for a return?<\/h3><div id='qwery-faq-question-description-3794' class='qwery-faq-question-description'><strong>Case 1: The returns label is included in your parcel:<\/strong>\r\n\r\nIf you wish to return your parcel, you must :\r\n<ol>\r\n \t<li>Replace your items in their original packaging<\/li>\r\n \t<li>Cut out the Colis Priv\u00e9 transport label (left-hand side of the document)<\/li>\r\n \t<li>Attach the label to the parcel to be sent. Only the barcode must appear (do not cover with tape)<\/li>\r\n \t<li>Find your nearest Colis Priv\u00e9 Store on <a href=\"https:\/\/client.colisprive-store.com\/relais\">colisprive-store.com\/relais<\/a> or scan the QR code :<\/li>\r\n<\/ol>\r\n<img decoding=\"async\" class=\"alignnone wp-image-2633 size-full\" src=\"https:\/\/colisprive.fr\/wp-content\/uploads\/2024\/05\/QRCODECPS-1.png\" alt=\"\" width=\"135\" height=\"163\" \/>\r\n\r\n<strong>CASE 2: The returns label is not included in your parcel <\/strong>\r\n\r\nYou will need to go to the e-commerce site where you placed your order and request a returns label.\r\n\r\nTo return your parcel you must then:\r\n<ol>\r\n \t<li>Print and cut out the Colis Priv\u00e9 transport label<\/li>\r\n \t<li>Replace your items in their original packaging<\/li>\r\n \t<li>Attach the label to the parcel to be sent.<\/li>\r\n \t<li>Find your nearest Colis Priv\u00e9 Store relay on <a href=\"https:\/\/client.colisprive-store.com\/relais\">colisprive-store.com\/relais<\/a> or scan the QR code :<\/li>\r\n<\/ol>\r\n<img decoding=\"async\" class=\"alignnone wp-image-2633 size-full\" src=\"https:\/\/colisprive.fr\/wp-content\/uploads\/2024\/05\/QRCODECPS-1.png\" alt=\"\" width=\"135\" height=\"163\" \/>\r\n\r\n<strong>In both cases:<\/strong>\r\n<ul>\r\n \t<li>You must not drop the parcel off in a letterbox<\/li>\r\n \t<li>When dropping off your parcel, make sure that the relay scans your parcel.<\/li>\r\n<\/ul><\/div><\/div><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3800\").classList.toggle(\"qwery-faq-question-description-show\")'>Where to drop off your parcel for return?<\/h3><div id='qwery-faq-question-description-3800' class='qwery-faq-question-description'>To drop off your return package, you must go to a Colis Priv\u00e9 Store. To find the nearest relay to you, visit <a href=\"https:\/\/client.colisprive-store.com\/relais\">colisprive-store.com\/relais<\/a>.\r\n\r\nColis Priv\u00e9 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.<\/div><\/div><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3802\").classList.toggle(\"qwery-faq-question-description-show\")'>The Colis Priv\u00e9 Store is closed, what can I do?<\/h3><div id='qwery-faq-question-description-3802' class='qwery-faq-question-description'>You will need to find another Colis Priv\u00e9 Store. You can find a list of all stores at <a href=\"https:\/\/client.colisprive-store.com\/relais\">colisprive-store.com\/relais<\/a><\/div><\/div><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3804\").classList.toggle(\"qwery-faq-question-description-show\")'>The Colis Priv\u00e9 Store doesn't want to accept your parcel. What should I do?<\/h3><div id='qwery-faq-question-description-3804' class='qwery-faq-question-description'>Please send your request using the following form: <a href=\"https:\/\/colisprive-store.com\/contact\">https:\/\/colisprive-store.com\/contact<\/a> \"Contact us\" with the subject: \"Problem with the delivery of my parcel\".<\/div><\/div><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3806\").classList.toggle(\"qwery-faq-question-description-show\")'>How can I prove that my parcel has been handled by Colis Priv\u00e9?<\/h3><div id='qwery-faq-question-description-3806' class='qwery-faq-question-description'>When you drop off your parcel, make sure that the Colis Priv\u00e9 Store scans it.\r\n\r\nOnce it has been delivered, you will receive an e-mail notification. To track the progress of your parcel, visit <a href=\"http:\/\/colisprive.fr\">colisprive.fr<\/a>.<\/div><\/div><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3808\").classList.toggle(\"qwery-faq-question-description-show\")'>How do I know if my parcel has been returned to the e-commerce site?<\/h3><div id='qwery-faq-question-description-3808' class='qwery-faq-question-description'>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 <a href=\"http:\/\/colisprive.fr\">colisprive.fr<\/a>.<\/div><\/div><div class='qwery-faq-question'><h3 class='qwery-faq-question-title'  onclick='document.getElementById(\"qwery-faq-question-description-3810\").classList.toggle(\"qwery-faq-question-description-show\")'>Am I responsible for the cost of returning my parcel?<\/h3><div id='qwery-faq-question-description-3810' class='qwery-faq-question-description'>To find out how returns are priced, please read the returns conditions on your e-commerce site.<\/div><\/div><\/div><\/div>\t\t<div class=\"elementor-shortcode\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Help See our frequently asked questions<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Any questions? - Colis Priv\u00e9<\/title>\n<meta name=\"description\" content=\"Do you have a question about the delivery of your parcels by Colis Priv\u00e9? 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