How long does it take to locate a shipment?
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?
Transferring information to the carrier: We will gather this information for the carrier in order to open a location inquiry.
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.
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.