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The order preparation time corresponds to the time required to hand over the parcel(s) for a given order to Colissimo.
Some rules to follow to correctly calculate your order preparation time:
- Only working days should be taken into account.
A working day is a day during which the order process follows its circuit within your company.  Saturdays, Sundays and public holidays are not considered to be working days.
- The day the order is placed is not included in the order preparation time.

For example, if a purchase is made on a Friday on your website and the order is ready to be shipped on Tuesday, the total number of working days to be configured would be "2" (Monday and Tuesday).

Passerelle Colissimo provides you with a free widget that you can easily integrate into your website. This widget detects the location of your visitors (in the countries you have configured) and offers them the Passerelle Colissimo forwarding service, to obtain a transit address in mainland France.
For more information, please contact us.

No, you don't need to change your usual logistics. Your customer will enter the transit address in France that they obtained when creating their account on passerelle.colissimo.fr.

For domestic shipments (delivery within France): depending on your terms and conditions, returns may be paid for by you or by your customer. Your customer will contact you to find out the return procedure and will inform HexaGO, who will arrange for the package to be returned. 

For international shipments (deliveries from France to overseas territories or other countries): the recipient is responsible for the cost of returning goods. You are not responsible for covering the cost of returns.
Please note: if you are contacted directly by your customer regarding an international or overseas return, you must not send a return label and you must ask your customer to contact HexaGO customer service. 

For domestic shipping, your customer must track the delivery of their package using the tracking link you provide. If they notice that the package has not been delivered, they should contact you. 
As soon as the package is received and processed by HexaGO, your customer will receive a notification from HexaGO.
If the package arrives damaged at the transit address in Marseille, your customer will be informed by HexaGO and should contact you directly.