Don't Panic — Late Parcels Are Common
A parcel that hasn't arrived on time can be frustrating, but in the vast majority of cases, there's a straightforward explanation and a clear resolution process. Before contacting anyone, it's worth working through a few basic checks yourself.
Step 1: Check the Tracking Status
The first thing to do is look up your tracking number on the carrier's website. This will often tell you immediately whether your parcel is:
- Still in transit (perhaps delayed at a sorting hub)
- Waiting at a relay point for collection
- Held at a post office or customs
- Flagged for a delivery exception (incorrect address, access issue, etc.)
Many "missing" parcels are simply sitting at a relay point or local depot waiting to be collected.
Step 2: Check Your Notifications
Search your email inbox and SMS messages for any delivery notifications you may have missed. Carriers often send a notification when a parcel is ready to collect from a relay point, and these messages can end up in spam folders. Look for messages from the carrier, not just from the retailer.
Step 3: Verify the Delivery Address
Log into the retailer's website and check the delivery address on your order. A typo in the postcode, building number, or name can cause delivery to fail. If the address was incorrect, contact the retailer immediately — they may be able to intercept the parcel.
Step 4: Ask Neighbours or Building Staff
For home deliveries, check whether a neighbour has accepted the parcel on your behalf, or whether building concierge or reception staff have signed for it. Many couriers leave parcels with a neighbour and include a card through the letterbox.
Step 5: Allow Extra Time During Peak Periods
During busy periods such as Christmas, Black Friday, or major sales events, parcel networks experience significantly higher volumes. Delays of several additional business days are not uncommon. If the tracking shows the parcel is in transit, it's often worth waiting a little longer before escalating.
Step 6: Contact the Carrier
If the tracking hasn't updated in more than 5 business days and the above checks haven't resolved the issue, contact the carrier directly. Have the following information ready:
- Your tracking number
- The sender's name and address
- The delivery address
- The date of dispatch
Most carriers have a customer service phone line, live chat, and online claim forms. Filing a formal inquiry triggers an internal trace process.
Step 7: Contact the Retailer
If the carrier's investigation doesn't resolve the issue, contact the retailer or sender. Under consumer law in France and across the EU, the seller is responsible for ensuring your order is delivered. They are obliged to either resend the parcel or offer a full refund if it is confirmed lost.
What If the Parcel Is Confirmed Lost?
If the carrier confirms the parcel is lost:
- Request a written confirmation of the loss from the carrier.
- Submit a compensation claim through the carrier's official claims process.
- Contact the retailer to arrange a replacement shipment or refund.
- If you paid by card, you may also be able to raise a chargeback dispute with your bank as a last resort.
How to Avoid Delivery Problems in Future
- Always double-check your delivery address before confirming an order.
- Choose relay point delivery when you're unsure if you'll be home.
- Enable carrier notifications so you're alerted as soon as your parcel arrives.
- Keep your tracking number until you've confirmed the parcel and its contents are correct.