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COVID-19: information on your deliveries

September 15th, 2020

General information


In partnership with you, since March 17th we have been constantly adapting to ensure deliveries to your customers, while protecting their health, and that of postal workers and our partners.

It is crucial for us to work closely with our partners so that we may adjust our services effectively and rely upon everyone’s sense of responsibility :

Make operations easier and protect the health of everybody involved

  • Prioritise parcels that fit in a letter box, which do not require physical contact with the addressee and can be delivered to a standard letter box (maximum size of the parcel: 32 cm x 24 cm x 24 cm)
  • Limit package weight to 30kg
  • Limit the parcel size to 1 m for the longest dimension and / or 1.50 m for the total dimensions (l+w+h<1.50m), to avoid the need for two people to carry the parcels and thus ensure social distancing of 1 metre.
  • Provide us with all the delivery information for your customers (email address, phone number, etc.) to facilitate deliveries.

Our next step now is to reactivate the offers that were suspended in compliance with health measures. In view of the market situation, this page will be updated regularly.


NEW :
From September 15, 2020, Non-home delivery relating to the Colissimo Europe offer is reactivated in the United Kingdom.


Impact on our service offers and processes

Details communicated previously and still in effect.

Updated September 15, 2020

DOMESTIC AND INTERNATIONAL SERVICE OFFER

1/ As we have already announced, since Monday, May 11th, parcels are now collected, dropped off and delivered 5 days a week, from Monday to Friday, with a gradual return to our 6-day a week organisation in the coming weeks.

2/ Parcels of up to 30kg handled, i.e. a return to normal conditions

To ensure physical distance is maintained, the instructions on bulky packages, which must be handled by 2 people, remain in force: the maximum size accepted is 1 m for the longest dimension and / or 1.50 m for the total dimensions (l+w+h<1.50m).

3/ Resumption of the delivery service against signature as well as optional "Ad valorem" insurance (option also available for national and international and French overseas deliveries), BY ADAPTING PROCESSES TO GUARANTEE CONTACTLESS DELIVERY.

Our signature-on-delivery and contact-free home delivery service will be carried out under the following conditions :

  • When the deliveryman/factor arrives at the delivery point, the recipient is invited to meet him outside the living quarters (no going upstairs).
  • The collection of the contactless signature can take one of the 2 forms below, respecting a minimum distance of one meter from the recipient :
    ●   either a photo of the recipient's signature affixed by him to the package with his own pen
    ●   the recipient's signature on the paper slip with his own pen and completed with the mention COVID-19 by the deliveryman / postman on his terminal.
dimension max
  • Proof of delivery: the photo of the recipient's signature on the package or the recipient's signature on the slip constitute proof of delivery of the packages. They are archived as standard proof of distribution and made available to Colissimo Customer Service if necessary.

Domestic service offer :

Home delivery

  • Resumption of the offer with signature under the conditions adapted to the health rules in force, as described above the "Ad Valorem" insurance option, can be offered again since June 29th as well as the "collect on delivery" option as of August 10, 2020.
  • Our Flex services (interactive services provided before delivery, re-scheduling of delivery for another day or location) are also suspended until June 29th. The time slot information is suspended until further notice.

Non-home delivery :

Our Pick-up point delivery service is maintained in a network of 10,000 retail pick-up points. The list of these points is updated daily on laposte.fr

Any parcels in our network that are being held in pick-up points that are closed (post offices or retail outlets) can be collected when the pick-up points reopen.

In order to ensure the safety of your customers and our partners, we have modified the process for collecting parcels at pick-up points, so that the recipient no longer needs to sign directly for the parcel.

Relative precisions for Corsica

Late deliveries Corsica :
the gradual resumption of air services in July will make it possible to reduce the delays linked, in recent weeks, to the strong growth in volumes and reduced air capacity to this destination.


International service offer :

Suspension of all deliveries to :
  • Anguilla
  • Antigua & Barbados
  • Dutch Antilles
  • Aruba
  • Bahamas
  • Barbados
  • Belize
  • Bermuda
  • Bonaire
  • Botswana
  • Cape Verde
  • Cayman Island
  • Cuba
  • Dominica
  • Ecuador
  • Gambia
  • Grenada
  • Guinea-Bissau
  • Guyana
  • Haiti
  • Mauritius
  • Turks & Caicos Islands
  • Jamaica
  • Kosovo
  • Laos
  • Liberia
  • Madagascar
  • Malawi
  • Mauritania
  • Mongolia
  • Monserrat
  • Mozambique
  • Myamar
  • Nicaragua
  • Uzbekistan
  • Paraguay
  • Peru
  • Puerto Rico
  • Dominican Rep
  • Saint Kitts & Nevis
  • Saint Maarteen (Dutch)
  • Saint Lucia
  • Seychelles
  • Sierra Leone
  • Syria
  • Uruguay
  • Venezuela
  • Yemen

Details relating to certain countries

French overseas territories :

1/ Since the beginning of July 2020, regular flights have been gradually resuming between the mainland France and the French Overseas Territories; Nevertheless, we have not yet recovered our pre-crisis air capacity. This enables us to ensure the transport of goods between mainland France and overseas France by air (except for New Caledonia), within optimal deadlines, but above our promise.

2/ In this context, OM's economic delivery service can, depending on air freight capacity, be provided by sea transport. This arbitration takes place when air transport capacity is saturated. In this case, delivery times to the West Indies are 2 to 3 weeks and 5 to 6 weeks for Reunion and Mayotte.

3/ New Caledonia : Since July 6, Air France has not been able to take care of parcels destined for New Caledonia. In addition, the prospects for air capacity are extremely limited for this destination. To ensure territorial continuity and in agreement with the local postal operator, Colissimo opts, until the regular and sufficient recovery of air capacity, for maritime transport. With this delivery method, the average delivery time is approximately 2 months.

Great Britain :

1/ Following the slight slowdown in delivery caused by the tightening of barrier measures in Great Britain since June 9, delivery quality has improved and has tended to return to a normal situation since Monday June 29.

2 / Non-home delivery relating to the Colissimo Europe offer has been reactivated since September 15, 2020 in the United Kingdom.


Temporary waiver concerning commitments and consequences for parcels delivered late

On a temporary basis, compensation paid for non-compliant service quality cannot be paid for any parcels handled in our network since Monday, March 16th, 2020.

Extended response times

For any requests concerning parcels that have not yet been delivered, the unprecedented crisis situation means we are obliged to extend the usual response time.