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COVID-19: information on your deliveries

June 17, 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.
Since this crisis began, exactly 13 weeks ago, we have delivered more than 100 million Colissimo parcels. Over the last few weeks, this represents an increase of more than 50% compared to the same period in 2019.

Our next step now is to reactivate the offers that were suspended in compliance with health measures.

As of June 29th, the following services will again be available :

1/ 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), while adapting the processes to ensure contactless delivery.
In the current health context and in accordance with the decree of April 15th, 2020, implemented in response to the COVID-19 crisis, packages will be delivered to consignees using the following contactless procedure :

  • Packages will be delivered to the delivery address, upon verification that someone is present at the address. For information the success of home delivery from the first attempt by our postman or deliveryman remains very high at more than 95% for the last 3 months.
  • The delivery certificate will be either a photo of the customer's signature on the package or the COVID 19 mention indicated on the terminal by the postal worker or delivery person, instead of the recipient's signature.

2/ Parcels of up to 30kg (vs 20kg in recent weeks) 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).

In addition, we are extending the amount of time parcels are held in post offices to 30 days (instead of 15) from 13 July to 14 August (included), so that addressees can go on holiday with total peace of mind.

Impact on our service offers and processes

Details communicated previously and still in effect.

Updated July 2nd, 2020

General information

Sine March 17th, we have constantly been adapting our organisation to ensure the continuity of our business throughout this period of crisis while protecting the health of postal workers, our partners and your customers.

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.

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 :

1. 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.
dimension max

Domestic service offer :

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.

Home delivery

  • All deliveries are now made without the need for a signature. The "Ad Valorem" insurance option, linked to signed deliveries, can be offered again since June 29th
  • Parcels stamped for cash-on-delivery service are no longer delivered and are returned to the sender.
  • 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.

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.

International service offer :

Following the slight slowdown in routing caused by the tightening of barrier measures in Great Britain since June 9, the quality of delivery is improving and tends to return to a normal situation since Monday June 29.

Colissimo is continuing to handle international parcels, including to countries with closed borders, with a few exceptions :

Suspension of all deliveries to :
  • Afghanistan
  • South America except Brazil, Mexico, Argentina, Colombia, Chile
  • Caribbean Islands (Cuba, Puerto Rico, etc.)
  • Angola
  • Anguilla
  • Aruba
  • Botswana
  • Cape Verde
  • Ivory Coast
  • Eritrea
  • The Gambia
  • Guinea
  • Guinea-Bissau
  • Mauritius
  • Kosovo
  • Liberia
  • Laos
  • Madagascar
  • Malawi
  • Mali
  • Mauritania
  • Mongolia
  • Mozambique
  • Myanmar
  • Namibia
  • Uzbekistan
  • Seychelles
  • Sierra Leone
  • Syria
  • Togo
  • Yemen
Suspension of all non-home deliveries to the following destinations :
  • Great Britain
French overseas territories :

To cope with the growing scarcity of air capacity, since April 6th the La Poste group has been using cargo flights to Réunion, Mayotte, the West Indies and French Guiana.
Overseas delivery is now completely by air.
Only the eco Overseas delivery offer has used maritime delivery since 25/03/2020 (15 days for the West Indies, 30 days for Reunion Island, 40 days for Mayotte).

Since April 1st, 2020, "Optional Insurance" is no longer available on our international and Overseas service offers.

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.