We are very sorry that your parcel did not arrive at the pick-up point indicated, we apologise for this incident beyond our control!
Unfortunately, the delivery of our parcels is carried out independently by the transport companies and our carriers have their own delivery conditions over which we have no control. When a pick-up point is full or closed, they decide to deliver your package to another available pick-up point, as close to your home as possible.
You will then need to collect your order from the address on your tracking form within 14 days, otherwise the parcel will be returned to us. If you are unable to collect it, you can also ask a friend or family member to collect it for you with a power of attorney and a copy of your ID card.
We understand that this situation is not ideal and may be problematic for you. If you are unable to collect your parcel, please contact our Customer Happiness team through the following form, our chat on the website or on the following phone numbers:
- France: +33 1 82 88 71 60
- Belgium: +32 78 48 50 09
- The Netherlands: +31 85 888 3520
Our Customer Happiness department can be reached by phone, from Monday to Friday from 9am to 11pm, on Saturday from 7am to 4pm and on Sunday from 9am to 6pm. We will be happy to solve the problem!