Your e-tailer has given you a delivery date and this has passed. You can use the parcel tracking tool to find out what stage the delivery of your parcel has reached. It may be that:
- Colis Privé has not yet taken charge of your parcel (Status: parcel awaited by Colis Privé). In this case:
- your e-tailer still has your parcel. Contact them for more information.
- your parcel is going through international transport. Contact your e-tailer for more information.
- the parcel tracking tool indicates that your parcel is on hold in customs: Colis Privé is not responsible for collecting your parcel from customs. Contact your e-tailer for more information.
- Colis Privé has already taken charge of your parcel. In this case:
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- your parcel will be delivered within 48 hours. If this time has passed, please contact our Customer Services.
- Colis Privé has taken charge of your parcel and the parcel tracking tool indicates that an incident has occurred:
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- Colis Privé has to carry out checks to identify the cause of the delay. You will be informed of the status of your parcel by text or by email.
Your parcel is really late being delivered and you have not received a notification to inform you of its status: you can also file a complaint on our website www.colisprive.be. Select the “File a complaint” button. You will receive a reply within four working days.