Unreceived mail and parcels: what remedies?

Non-receipt of mail or parcel via La Poste

Several actions are possible if your email is not received:

• letter followed or recommended: see the online follow-up of La Poste (complete the tracking number or transit advisory);
• regular mail: it's harder to find a letter without follow-up, you need to make a claim. You can also contact the customer service of La Poste at 3631 open Monday to Friday from 8:30 am to 7 pm and Saturday from 8:30 am to 1 pm.

Ordering on a merchant site

In France, a site must respect the delivery time indicated at the time of the order. If this is not specified, the site has a maximum of 30 days to deliver. After this time, ask for a new delivery date. If this is not respected, ask for a refund within 14 days.

If your package still does not arrive and no agreement is found with the site on which you ordered, you can make a report on Conso Signal.

If your package arrives damaged:

• you must immediately report the problem to the carrier by placing reservations on the packing slip. Take photos at the front desk to prove the situation to the seller or carrier. Then you have 3 days to confirm these reservations by registered letter to the carrier;
• inform the seller of the situation and request a replacement or refund; immediately clarify the terms of return of the damaged package.

In any case, the first reflex is to contact the customer service of the site on which you ordered. Keep all proofs of purchase and written exchanges.