Before initiating the enquiry procedure with the Relay store concerned, please ensure that you have visited the collection point indicated on the online tracking system. Due to the deactivation of certain Relais, it sometimes happens that your parcel is delivered to another Relais nearby. By clicking on the date of your order in the top left-hand corner in red on the online tracking page, you will see the details of your parcel's journey.
If your parcel has remained in the parcel centre for more than 14 days, it is also possible that the parcel has been returned to us after the time limit for keeping the parcel in your parcel centre has expired. In this case, your tracking system will indicate ‘Parcel returned to seller’. In this case, please complete the ‘My order has been returned to your warehouse’ form.
If these checks have already been carried out, please fill in the contact form in the appropriate section so that we can open an enquiry with the relay point. As all our parcels are delivered against a signature or a code, we will check that the delivery note has been signed in order to try to identify the person who received the parcel.