How long does it take to locate a shipment?

Edited

Have you been without tracking for more than 72 hours? Your parcel may have gone astray, but don't worry, we'll do everything we can to find it!

🔎 Where can I check my tracking? In the Tracking tab on our extranet!

What should I do?

If you haven't been tracked for more than 72 hours, we'll open a tracking file for you. To do this, provide us with a very detailed description of the goods and their packaging.

The more precise and detailed the description, the greater your chances of finding and formally identifying your parcel:

  • Goods :

    • (Recommended) Merchandise invoice

    • Type of product

    • Brand

    • Quantity, Size, Color

    • References (e.g. appellation, Château, cuvée, domaine)

  • Packaging :

    • Size

    • Packaging material and color

    • Type and color of tape

    • Exterior distinctive sign: logo, writing, etc... (specify if none)

➡️ To be included in your e-mail request

Without all this information, we won't be able to make the necessary arrangements with the carrier.

What's the procedure?

  1. Transferring information to the carrier: We will gather this information for the carrier in order to open a location inquiry.

  2. Search: The carrier will search the thousands of parcels in the following locations

    • last location where the package was identified, then

    • the entire carrier network

    • as a last resort, a department in charge of unidentified parcels will check whether a similar parcel has been delivered to them.

  3. Wait for the investigation deadline: each carrier must adhere to a strict deadline for searching for the package.

Carriers

Delays in working days

Carriers

Delays in working days

Chronopost

10 days

TNT International

15 days

DHL Express

10 days

TNT National

30 days

DHL Freight

30 days

UPS

12 days

FedEx

15 days

Once the deadline has passed: Thanks to your description, we hope that the carrier will be able to find your parcel and redirect it to you!

If unfortunately this is not the case, he will declare it lost, in which case this new procedure will have to be followed.