We understand how important it is to receive your parcel in perfect and secure condition. If that’s not the case, please accept our sincere apologies. At Colis Privé, every report is handled carefully, respecting deadlines, and best parcel delivery practices.
The packaging is damaged, but the contents are intact
Sometimes the outer packaging of the parcel gets damaged during transport, despite precautions taken by our driver or carrier.
If the product inside is in perfect condition, you do not need to take any action.
We apologise for the inconvenience caused by the state of the parcel on receipt and thank you for your understanding.
Both the packaging and contents are damaged
If you received a parcel with damaged packaging and product on delivery, please:
Submit a damaged parcel claim directly online at www.colisprive.be via the “I have a question / claim” button.
Our customer service will review your case within 4 working days.
The packaging is intact, but the contents are damaged
If the parcel packaging appears intact but you find damage inside, this may be due to an issue during order preparation before transport.
In this case, Colis Privé is not responsible for the sale contract execution.
We recommend contacting your e-merchant (the seller) directly to assert your rights, which may include:
- A product replacement
- A refund
- Or applying the legal conformity warranty
Your rights in case of damaged goods
According to consumer law, buyers have recourse if the parcel is damaged on delivery:
- You can write reservations upon parcel receipt, if possible.
- In case of dispute with the carrier, it is advised to send a registered letter with acknowledgment of receipt to activate your claim against the carrier.
- The Colis Privé customer service remains available for any online assistance via our contact form.
Useful articles you may want to consult:
- I want to return my parcel
- I did not find an answer to my question and want to contact Colis Privé Customer Service