What should I do if my parcel is delayed?

If your parcel seems delayed, the most important thing is first to check the tracking and compare the situation with the estimated delivery timeframe for your shipment.

In some cases, a slight delay can still be normal, especially for long-distance, international, or cross-border shipments.

So the goal is not to worry too quickly, but to know when it becomes useful to contact us.

A delay does not always mean there is a serious problem

A parcel can take a little longer than expected for several reasons, such as:

• a tracking update that takes longer to appear;
• a longer transit time between two logistics hubs;
• high activity on the carrier’s side;
• an international or cross-border route;
• or an additional processing step during transport.

In other words, a parcel can be delayed without being lost.

Start by checking the tracking

Before anything else, check your order tracking.

The tracking allows you to see:

• the last recorded step;
• whether the parcel is still in transit;
• whether it is waiting for a new update;
• or whether a specific action is mentioned.

Even if the tracking does not move immediately, this does not necessarily mean that the parcel is abnormally stuck.

When can a delay still be normal?

A delay can still remain within a normal range when:

• the parcel is travelling over a long distance;
• the order is international or cross-border;
• the tracking updates with a delay;
• or the estimated timeframe has not clearly been exceeded yet.

In some cases, especially for international shipments, a new update may appear only after 24 to 48 hours, or sometimes a little later depending on the route.

When should you contact us?

If the estimated delivery timeframe seems to be exceeded, or if the situation seems abnormal to you, you can contact our customer service team.

From that moment on, we take over.

Our role is precisely to support you and follow up with the carrier, rather than leaving you to handle this alone.

What do we do if your parcel really seems delayed?

If you contact us about a delay, we will:

• review the situation based on the tracking;
• contact the carrier;
• ask for a precise update on the shipment;
• then come back to you as soon as we receive a response.

The goal is simple: to help you and centralise the exchanges, so that you do not have to manage the case alone.

Do you need to contact the carrier yourself?

No, not necessarily.

In most cases, our customer service team can handle the link with the carrier.

If the carrier needs:

• additional information;
• a document;
• a confirmation;
• or any detail needed to complete the delivery,

we will come back to you, pass on the request, and guide you on the next step.

In other words, if the carrier needs anything, we act as the intermediary with you.

Why should you wait a little before reporting a delay?

Because an apparent delay is not always a real incident.

It may simply be:

• a delayed tracking update;
• a transit that takes a little longer than expected;
• or an intermediate logistics step not yet visible in the tracking.

The right reflex is therefore to give the tracking a little time to update, then contact us if the delay becomes genuinely inconsistent.

The easiest thing to remember

If your parcel seems delayed, keep this logic in mind:

1. first check the tracking;
2. compare the situation with the estimated timeframe;
3. allow a little time if the parcel is still in a coherent transit phase;
4. contact our customer service team if the delay becomes abnormal;
5. we will then take over with the carrier.

Key takeaways

If your parcel is delayed, start by checking the tracking.

A slight delay can still be normal, especially for a long-distance, international, or cross-border shipment.

However, if the estimated timeframe appears to be exceeded, contact our customer service team.

We will then contact the carrier, follow up on the case, and come back to you as soon as we have a response.

If any information needs to be provided or if the carrier makes a request, we handle the link with you to support you properly.

Updated on: 21/03/2026