Need help?

All our deliveries are made from Monday to Saturday between 1 p.m. and 9 p.m. in Belgium and Luxembourg.

• As soon as Colis Privé takes charge of your parcel, you can track it at any time via our website. To do this, enter your parcel number and postcode.

 

• If Colis Privé has not yet taken charge of your parcel (Status: Parcel awaited by Colis Privé), it can be tracked through the e-tailer with whom you placed the order.

In order to track your parcel during the various stages of its delivery, you are asked to provide your parcel number. It is a unique identifier for all types of carriers as well as for you and your e-tailer. You will find it in various places, including on:  

• the notifications that we may send you
• the delivery notice that our delivery driver has left in your letterbox
• the tracking link that may have been provided by your e-tailer

Depending on the options and choices madeby you or your e-tailer, Colis Privé will keep you informed about the delivery status of your parcel by email or text message. You have provided your email address and your phone number, but you have not received any notifications?

• The contact details provided by your e-tailer are incomplete or incorrect. You can consult the parcel tracking tool on www.colisprive.be.

 

• Your e-tailer may have opted to notify you themselves of the progress of your delivery. Contact them to ask for more details.

 

• Our notifications may have ended up in your junk folder. Check your mailbox and if need be, approve Colis Privé as a contact in order to receive future notifications.

If your parcel does not require a signature there are several possibilities:  

• Your parcel fits in the letterbox: our delivery people can put your parcel directly in your letterbox if it fits completely. Your parcel will be waiting for you when you return home.

 

• Your parcel does not fit in the letterbox and you are at home: our delivery driver hands you the parcel in person.

 

• Your parcel does not fit in the letterbox and you are out when it arrives:
  • • Our delivery driver contacts you by phone to agree a secure place for the delivery.
    • If you cannot be reached by phone, our delivery driver tries to deliver your parcel to a neighbour or to the caretaker if you live in an apartment building. The driver then leaves you a delivery notice with all the information you need to collect your parcel.
    • You cannot be reached and no-one is available to take receipt of your parcel for you: our delivery driver leaves you a delivery notice with all the information you need to collect your parcel.
   

If your parcel requires a signature:  

• You are at home:
  • Your parcel is delivered to you in person

• You are out:
  • Our delivery driver leaves you a delivery notice with all the information you need to collect your parcel.

This is because the delivery driver needs more information to access your address. It may be:

• that there is an error in your address details
• that the data provided by your e-tailer are incomplete or create confusion
• that the GPS system cannot find your address.

By clicking on the link in the notification or using the parcel tracking tool, by clicking on the “Agree a delivery date” button, you can provide the delivery driver with the information needed for the delivery. Please check your address and complete it, or even add practical details (description, directions, etc.). You can also choose delivery to a pickup point.

The delivery driver tried to deliver your parcel but was unable to get to your address:

• your address seems to be incomplete or incorrect
• works or activities (events, street parties, fairs, markets, demonstrations, etc.) prevented the delivery driver from reaching your home
• unforeseen circumstances prevented the delivery of your parcel (bad weather, force majeure, accident).

In these cases, you will not receive a delivery notice in your letterbox. You will, however, receive a notification by email or by text offering you the option of rescheduling your delivery at home or at a pickup point, depending on the options offered by your e-tailer.

Were you unavailable when we tried to deliver your parcel and did you receive a delivery notice in your letterbox or a first delivery notification by email? You have several options:
 

• The delivery driver ticked the box “Your parcel will be left at a pickup point”:
  • You do not need to take any action yet. You will receive a notification by email or text with the availability date of your parcel and the address of the pickup point.

 

• The delivery driver ticked the box “Your parcel has been left with your neighbour”:
  • You will find the name and house number of the neighbour to whom your parcel has been delivered on the delivery notice.
  • You will also find this information on the parcel tracking tool.

 

• The delivery driver ticked the box ‘We have your parcel’:
  • Your e-tailer has opted to try and deliver your parcel a second time. Go to parcel tracking and choose another delivery date using the rescheduling button.
  • Rescheduling offers the following options:
    • • Home delivery
      • Pickup point delivery
      • Delivery to another address with the same postcode
     

• • PLEASE NOTE! If you do not select a second delivery option within 10 days, your parcel will automatically be returned to the sender.

Colis Privé offers several delivery possibilities:

• 
  
  • Delivery directly to your letterbox
  • Personal delivery
  • Delivery to a neighbour or a caretaker
  • Delivery to a secure place (with the prior agreement of the delivery driver only)

Check the parcel tracking tool to find out where your parcel has been delivered. If, after checking, you have still not received your parcel, you can file a complaint on our website www.colisprive.be. Select the “File a complaint” button. You will receive a reply within four working days.

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:
• • 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:
• • 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.

There are two possible scenarios:

• • We tried to make a first home delivery but this was unsuccessful.
  • The delivery address is incomplete or inaccessible.

Your e-tailer has not agreed a second delivery attempt with us. This is why we delivered your parcel directly to a pickup point after the first attempt. As soon as your parcel is available, you will receive a notification with all the details you need to collect it.
PLEASE NOTE! Don’t go along too soon. Wait until you have received confirmation of delivery at the pickup point.

• Your e-tailer has not agreed a second delivery attempt with us. Your parcel will automatically be left at the nearest pickup point.

 

• Your e-tailer offers you a second delivery attempt:
  • Once you have received a delivery notice, you can choose one of the available pickup points in our network. To do this, go to the Colis Privé website, select the ‘Reschedule my delivery’ button and choose the available pickup point that suits you best. You will also find all the information about the pickup points (address, opening hours, location, etc.).
  • If the pickup point you have chosen is closed, your parcel will be delivered to the nearest pickup point.

 

• You have received a notification giving the date on which your parcel will be available and the address of the pickup point:
  • Please wait until you have received a delivery confirmation. There may have been a delay in leaving your parcel at the pickup point.

 

• You have received confirmation of delivery / receipt of your parcel at the pickup point:
  • You did not collect your parcel in time (you have 8 days). Consequently, your parcel has been returned to the sender. Please contact your e-tailer.
  • The pickup point cannot find your parcel:
    • If you have received confirmation of receipt of your parcel at the pickup point, your parcel is being handled by Mondial Relay, a Colis Privé partner. Please contact Customer Services at Mondial Relay directly to process your request. You can do so via the email address suividecolis@mondialrelay.fr or by calling +32 23 40 06 10 (local call rates).

 

• For all other cases:
  • Please go to our website www.colisprive.be and submit a complaint by clicking on the “File a complaint” button.  You will receive a reply within 4 working days.

You can find the opening times of your pickup point on the notification that has been sent to you informing you that your parcel is available. You can also go to our website www.colisprive.be to find this information by tracking your parcel using your parcel number and the postcode of the delivery address.

• The packaging of my parcel is damaged but the contents are not:
  • The packaging of your parcel may be damaged due to a number of unexpected factors during transport. We apologise for any inconvenience.

 

• The packaging of my parcel is damaged, and so are the contents:
  • The packaging of your parcel may be damaged due to a number of unexpected factors during transport. Please file a complaint on our website www.colisprive.be using the “File a complaint” button. You will receive a reply within four working days.

 

• The packaging of my parcel is not damaged but the contents are:
  • If the contents of your parcel are damaged, please contact your e-tailer to agree on the best way to proceed with your file.

• My order will be sent in several parcels:
  • At Colis Privé, each parcel must have its own reference. If your order is delivered by Colis Privé in several parcels, you will receive parcel numbers and notifications for each one separately.
  • One of your parcels may be delivered by another carrier. Please contact your e-tailer to follow up on your order.

 

• The contents of my parcel are incomplete and
  • the packaging of my parcel is not damaged: please contact your e-tailer to follow up on your order.
  • The packaging of my parcel is damaged: please file a complaint on our website www.colisprive.be using the “File a complaint” button. You will receive a reply within four working days.

If you are not happy with the contents of your parcel, Colis Privé is unfortunately unable to intervene. Please contact your e-tailer for the follow-up of your order.

To return your parcel, we advise you to contact the sender or the online shop where you placed your order. They will agree on the best method or the partner used for this service. A return must be recorded in their system in order to follow up on your order properly. You can ask them about the procedure to be followed and/or obtain a return label. This way, you will also find out where to take your parcel to return it.

It may be that:

• your e-tailer has requested the return of your parcel. Please contact them for more information.
• your parcel was refused when it was delivered.
• your parcel could not be delivered and you have exceeded the 10-day period to schedule a second delivery.
• your parcel was delivered to a pickup point and you have exceeded the 8-day period without collecting it.

In all other cases, please contact your e-tailer to follow up on your order.

There are several possibilities:

• You have already filed a complaint about this parcel. This is still being processed and it is therefore not possible to file a second complaint until the first file has been closed. The processing time varies depending on the type of complaint, but it is usually four working days per request.
• A complaint has been made on your behalf by your e-tailer. This is still being processing and it is therefore not possible to file a second complaint until the first file has been closed.
• The period for filing a complaint is over. You can file a complaint during a period of one month after the date on which your parcel was delivered.

Do you have a question about your parcel or about our services? Online assistance (FAQ) available on colisprive.be allows you to access answers to the questions our Customer Service is most frequently asked. For parcels to be delivered in Belgium and Luxembourg only you can contact us via:  

• Our website:
  • Your can track your parcel at any time on www.colisprive.be by entering your parcel number and the postcode of the delivery address.
  • You can also reschedule your delivery via the website using the ‘Define a delivery date’ button or file a complaint, should a problem arise with a delivery, using the ‘File a complaint’ button. If this is not displayed, please refer to the previous question.

 

• By email:
  • The best way is to use the “Define a delivery date” and “File a complaint” buttons on our website www.colisprive.be.
  • Otherwise, to obtain more information please send your request together with your name, postcode and parcel number to the following email address: suividecolis@colisprive.com. (Please note: the processing period may be longer and will be at least four working days).

 

• By phone: 
  • In order to be able to respond to your requests more efficiently, Colis Privé does not have a phone number for incoming calls. However, our Customer Service may contact you by phone in order to help you more efficiently. So please be sure to let us have a correct phone number if you would like us to call you back.

For all parcels to be delivered in France you can access the parcel tracking tool here: colisprive.fr

Ombudsman service for the postal sector: SMSPO Regulation