My package was returned to the sender without my authorization

You checked your tracking online and discovered that your parcel was returned to the sender, even though you didn’t request it?
This type of situation can be surprising, but it usually results from the logistics procedures established by the carrier and your e-merchant.

Why was my parcel returned?

Several reasons may explain an automatic return by Colis Privé without your consent:

1. Return requested by your e-merchant
   Your parcel may have been returned to the sender directly at your e-merchant’s request.
   This can happen due to an order cancellation, an error in the order, or a contractual change.
   In this case, we recommend contacting your e-merchant’s customer service for specific details.
2. Parcel refused at delivery
   If the Colis Privé delivery agent records a refusal (by you or someone at your address), the parcel is automatically returned.
   This can even happen without a signature, for example, if delivery was attempted to your mailbox or a neighbor.
3. No rescheduling after a delivery notice
   After a first delivery attempt, a notice is left in your mailbox or sent by email/SMS.
   If you do not reschedule delivery within 8 days, the undelivered parcel is returned to the sender.
4. Parcel not collected from a pickup point within the timeframe
   When your Colis Privé parcel is dropped off at a pickup point, you have 8 calendar days to collect it.
   After that, it is automatically returned.
   The online tracking will then show “parcel returned to sender.”

What to do if my parcel has been returned?

Once the parcel has been sent back to the sender, Colis Privé, as the carrier, can no longer intervene.
The next steps depend solely on your seller.

You should therefore contact your e-merchant’s customer service to find out which options are available:

• Reshipping the parcel to your home or a pickup point

• A refund of your order

• A new shipment with a new delivery date

Good to know

• If you received a delivery notice and didn’t reschedule the delivery, the parcel being returned to the sender is the standard procedure.

• If the parcel couldn’t be delivered because it was refused, it is automatically returned to the sender.

• You can track your parcel online using the tracking number found in your email or SMS notification.

Need more help?

For any questions about Colis Privé delivery — such as issues with a pickup point, missing delivery notice, or a parcel returned to the sender without signature — please check our online help section or contact our customer service using the form available at www.colisprive.be.