My order is marked as delivered by Colissimo, but I haven’t received itUpdated a day ago
📦 Your tracking status shows that your parcel has been delivered, but you haven’t received anything? Here’s what to do:
🔍 Step 1: Initial checks
Before starting a formal investigation, please make sure:
✅ No family member, roommate, neighbor, or building concierge has accepted the parcel on your behalf
✅ The package hasn’t been left at your local post office
✅ You’ve reviewed all delivery notices from the postal service
📞 Step 2: Report the issue to Colissimo
Contact La Poste / Colissimo customer service by calling 3631 (from France, free from a landline)
Explain the issue and request that a delivery investigation be launched
✍️ Step 3: Submit a sworn statement to Sud Express
To support your claim, please email the following documents to [email protected]:
A handwritten declaration stating that you did not receive the parcel
A copy of your ID (passport or national ID card)
🕒 Were you away for more than 14 days?
If you were absent for over 14 consecutive days, your parcel may have been returned to sender after the post office's holding period expired.
Your tracking will then show:
"Returned to sender" or "Parcel not collected"
🔁 What happens next?
Once your returned parcel is received and processed, we will automatically issue a refund
If you still wish to receive the items, feel free to place a new order on our website
❗ Still need help?
If you’ve already completed the checks above, our Customer Service team can assist you.
Contact us via our contact form or email us at [email protected]