We understand your disappointment. Rest assured: if the “I have a question / file a claim” button no longer appears in your parcel tracking, it often means that our services are already aware of your situation.
Here is useful information to understand the possible reasons and the next steps to take:
A claim is already being processed
At Colis Privé, we prioritize transparency, rigor, and fair management of requests.
It is possible that you have already submitted a claim for this delivered package via our online platform. In this case:
- Your request has been registered,
- It is currently being processed by our customer service,
- The average processing time is at least 4 business days, depending on the nature of the issue reported (damaged package, undelivered package, etc.).
During this period, no new request can be submitted for the same tracking number to ensure a structured and thorough follow-up.
Your e-merchant has submitted a claim on your behalf
Some e-commerce professionals have the option to file a claim with Colis Privé on your behalf, especially in cases of delivery issues or non-compliant package contents.
If this is the case:
- The claim has already been sent to our service,
- We are in direct contact with the relevant merchant,
- You cannot submit a second request until the current one is closed.
The time limit to submit a claim has passed
All claims must be submitted within one month of the package delivery date.
After this period:
- The claim button disappears automatically,
- To ensure consistent follow-up, no new claim can be registered.
Need additional help?
If you want more information about your delivery, your claim, or your package contents, you can:
- Check other sections of our FAQ,
- Log in to your customer account using your tracking number and postal code,
- Or fill out our online form at www.colisprive.be.
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