my package is missing from the relay point

Did you go to a Colis Privé pickup point but your package isn’t available?

Don’t worry—there are several reasons why this may happen. Here’s a step-by-step guide to understand the situation and retrieve your package from the pickup point.

1. You received a notification of availability but not the official confirmation
   If you received a message indicating the estimated delivery date at the pickup point, but not the official confirmation of availability, it is possible that the package is delayed in transit.
   In this case, wait until you receive the notification confirming that the package has been delivered to the pickup point.
   Once you receive the confirmation, you can go to the pickup point with confidence to collect your package.
2. You received the delivery confirmation but your package cannot be found
   If the message indicates that the package has been delivered to the pickup point, several situations may explain the issue:
3. a) You did not collect your package within the time limit
   Packages at pickup points are kept for 8 days.
   After this period, uncollected packages are automatically returned to the sender.
   In this case, contact your e-merchant directly to learn about return or refund procedures.
4. b) The pickup point cannot locate your package
   Sometimes the package has been delivered but is not yet registered in the pickup point’s system.
   In this case, contact customer service for personalized tracking:
   By email: suividecolis@colisprive.com

Colis Privé Belgium does not offer an incoming phone line to better organize and prioritize requests.
However, if necessary, our Customer Service may contact you by phone. Make sure to provide a valid phone number if you wish to be called back.

3. None of the above situations apply
   If your package is still missing at the pickup point despite the steps above, you can file a claim with Colis Privé.
   👉 Go to www.colisprive.be:

• Have your package tracking number ready

• Click on the “I have a question / file a claim” button

• Fill out the online form

Colis Privé Customer Service will respond within 4 business days.

Good to know

• Check your messages and notifications (email or SMS) related to your package

• Make sure to go to the correct pickup point, according to the address indicated in the message

• Keep your package label or barcode to facilitate tracking in case of an issue