Parcel not found at the pickup point: ask the shop to search under your name and the parcel number, check the pickup point address in the tracking, then contact the seller, who handed the parcel to the carrier and can claim from them. On Vinted or Leboncoin (the French classifieds site), report the problem to the platform before you confirm the order. Check your parcel's status.
The pickup point can't find your parcel: checks at the counter
Before you leave the counter, a few checks solve a good share of cases. For how it all works, see how a pickup point works.
Are you at the right pickup point?
Compare the address shown in the tracking and in the "ready for collection" message, not the one you chose when ordering. If the planned pickup point was closed or full, the parcel may have gone to another point or a nearby parcel locker: see parcel redirected to another pickup point. With Mondial Relay, also see its page on parcels delivered to another point.
What to ask the shop
- A search under your first name and surname, then under the parcel number.
- A search among the parcels waiting to be returned to the sender.
- The date the parcel was received, as shown on their terminal, if there is one.
- Check that you have what you need to show: see documents needed to collect a parcel.
What to keep
- A screenshot of the tracking, with the status and the pickup point address.
- The name and address of the pickup point, and the date and time of your visit.
- If possible, a written note from the shopkeeper confirming that the parcel can't be found.
The "ready for collection" status may also appear shortly before the parcel is actually on the shelf. If you went very early, go back a little later, before the end of the holding period.
Three situations, three courses of action
| What the tracking says | What the pickup point says | Likely case | What to do | Source |
|---|---|---|---|---|
| Ready at the pickup point | Can't find it | Parcel misplaced in the shop or wrongly scanned | Search at the counter, then the seller, who contacts the carrier | - |
| Delivered or handed over | Already handed over | Parcel given to someone else | Dispute the delivery through the seller. See this section | - |
| In transit, or an issue | Never received | Parcel lost in transit | Investigation opened by the sender | - |
Parcel lost at a pickup point: who to contact, and in what order
Bought from an online shop: the seller first
The French Consumer Code says the risk of loss passes to the consumer when they physically take possession of the item, if they used the carrier offered by the seller (article L216-4, Légifrance). So as long as you haven't collected anything, contact the seller: it's up to them to deal with the carrier. The DGCCRF, the French consumer protection authority, explains the seller's obligations and your options (DGCCRF).
Bought from a private individual: go through the platform
On Vinted or Leboncoin, report the problem in the order, on the platform, rather than to the carrier. See the dedicated section.
The carrier: what you can ask them
You can often ask the carrier's customer service for a search or report a problem. But claims and compensation usually go through the sender. With Colissimo (La Poste's parcel service), only the sender can make a claim: the recipient asks them to act (La Poste).
Message template for the seller
Mondial Relay, Colissimo and other claims: what to do with each carrier
We only give a time limit, an amount or a rule when the carrier's official page confirms it. Otherwise, the cell links to its terms.
| Carrier | What you do | Who makes the claim | Source |
|---|---|---|---|
| Colissimo, La Poste | Contact the sender, who makes a claim with La Poste | The sender | La Poste: lost Colissimo parcelchecked on 20 October 2026 |
| Mondial Relay | See Mondial Relay's terms | See Mondial Relay's terms | Mondial Relay: my parcel is not at the Point Relais®checked on 20 October 2026 |
| Chronopost | See Chronopost's terms | See Chronopost's terms | Chronopost: recipient who has not received a parcel shown as deliveredchecked on 20 October 2026 |
| Relais Colis | See Relais Colis's terms | See Relais Colis's terms | Relais Colis: help centrechecked on 20 October 2026 |
DPD, UPS, GLS, Amazon and Vinted Go: check each carrier's terms, available from its page (DPD, UPS, GLS, Amazon, Vinted Go).
Colissimo claim
Only the sender can make a claim (La Poste). The time limit for doing so is not the same on La Poste's lost parcel page and in its online help: don't take any chances, ask the seller to act straight away. La Poste says it replies within 2 months. For the amount of compensation, check La Poste's terms.
Mondial Relay claim
What to do when the parcel isn't at the pickup point is explained on Mondial Relay's help page. For claim time limits and the refund amount, see its page on lost parcels and its terms and conditions. Different figures circulate on third-party sites: only the official page counts.
Chronopost: parcel shown as delivered but missing
See Chronopost's help page on parcels shown as delivered but not received. Also let the sender know, with the parcel number.
Parcel delivered to the pickup point but not received: given to someone else?
- Ask, through the seller, for the carrier's proof of handover: signature, ID shown, code entered.
- The seller or the carrier may ask you for a signed statement that you did not receive the parcel and a copy of your ID. Reply quickly.
- If you suspect theft, you can report it to the police. That alone does not guarantee a refund.
Vinted, Leboncoin: stop the payment in time
Golden rule: don't confirm the order or say you've received it until you have the parcel in your hands. Confirming can release the payment to the seller.
Leboncoin
Report the problem from the transaction. For the steps and how long the investigation takes, see Leboncoin's terms: problem with a transaction and parcel not received.
Vinted
Report the problem from the order, before the end of the time limit that follows the "delivered" status. For this time limit and the procedure, see Vinted's help. Selling on Vinted? See our guide sending a Vinted parcel and the Vinted Go page.
If nothing happens: your options
- A written complaint to the seller, keeping a copy and the attachments.
- Colissimo: a written complaint to customer service is required before you can go to the La Poste group ombudsman. The ombudsman makes a proposal within 3 months, according to La Poste's help.
- Purchase from a business: the seller's consumer ombudsman, named in its terms and conditions of sale.
- A consumer association can help you put your request together.
This guide is not legal advice. The rules quoted come from the official pages listed at the bottom of the page. Spotted a mistake? Let us know.
Frequently asked questions
What should I do if the pickup point can't find my parcel?
Ask for a search under your name and the parcel number, check the pickup point address in the tracking, keep a screenshot, then contact the seller. On Vinted or Leboncoin, report the problem to the platform without confirming the order.
Who is responsible for a parcel lost at a pickup point?
For a purchase from a business, the seller remains your contact as long as you haven't taken possession of the parcel (article L216-4). Between private individuals, go through the platform. The pickup point itself works for the carrier.
Can the recipient make a claim themselves?
With Colissimo, no: only the sender can make a claim (La Poste). You can, however, report the problem to the carrier and ask the seller to act. For other carriers, check their terms.
How long do I have to make a claim?
It depends on the carrier, and we only give a figure if an official page confirms it. At La Poste, two pages give different time limits: ask the seller to act without waiting.
Could my parcel have been left at another pickup point or a parcel locker?
Yes, if the planned pickup point was closed or full. The actual address is in the tracking and the "ready for collection" message. See pickup point closed or full.
Sources
Official pages checked for this guide (in French). Carriers' terms can change: the notice saying your parcel is ready (text message, email, app) always prevails.
- La Poste: lost Colissimo parcel, checked on 20 October 2026: only the sender makes a claim, reply within 2 months; claim time limit differs from the online help, not quoted
- La Poste help: making a formal complaint to customer service, checked on 20 October 2026: written complaint before the ombudsman, ombudsman's proposal within 3 months
- La Poste group ombudsman, checked on 20 October 2026.
- Légifrance: French Consumer Code, article L216-4, checked on 20 October 2026: risk of loss passes to the consumer when they physically take possession of the item
- DGCCRF: delivery, the seller's obligations and your options, checked on 20 October 2026.
- Mondial Relay: my parcel is not at the Point Relais®, checked on 20 October 2026: steps to read on the page, not quoted here
- Mondial Relay: parcel delivered to another point, checked on 20 October 2026: to read on the page, not quoted here
- Mondial Relay: refund for a lost parcel, checked on 20 October 2026: amount and time limits to read on the page and in the terms and conditions, not quoted here
- Chronopost: recipient who has not received a parcel shown as delivered, checked on 20 October 2026: to read on the page, not quoted here
- Relais Colis: help centre, checked on 20 October 2026: to read on the page, not quoted here
- Leboncoin support: problem with a transaction, checked on 20 October 2026: procedure to read on the page, not quoted here
- Leboncoin support: parcel not received, checked on 20 October 2026: investigation length to read on the page, not quoted here
- Vinted: help centre, checked on 20 October 2026: reporting time limit to read on the page, not quoted here
Written by the Relais autour de moi team, an independent site not affiliated with any carrier. All our guides: the parcel pickup point guide.
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