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If, due to a processing error, dangerous goods are discovered in a package and it does not bear the exempted flow option label, the contents of the package are considered “non-compliant dangerous goods”. It is stopped and the sender has 48 hours to collect their package. After this time, the package and its contents will be destroyed.

The discovery of non-compliant dangerous goods or failure to comply with the limited quantity of dangerous goods provided for by the derogation option will result in a surcharge of €300 per package.  
 

• Without the exempted shipment option: 
  The contents are considered non-compliant and will not be eligible for compensation.
• With the exempted shipment option:  
  If the dangerous goods are intact and there is no risk of contamination, the package will be repackaged and continue on its route.  
  If the contents are damaged or destroyed, the package will be compensated according to the conditions applicable to a standard package.
  If the contents do not comply with the limited quantities provided for in the option, they will be considered non-compliant and will not give rise to any compensation.

You can track your parcels from the Colissimo Box customer area using the Parcel Tracking Tool application. Accessible from the home page, the Parcel Tracking Tool is a free service that allows you to track your parcels and contact our Customer Service department in case of complaints. Discover all the features available on the Parcel Tracking Tool.

The Parcel Tracking Tool is your dedicated interface for tracking parcels and managing requests for your business. This tool allows you to track your parcel activity in an optimal way and thus increase your efficiency in providing information to your customers. Discover all the features available on the Parcel Tracking Tool.

For complaints about your shipped packages, we recommend that you submit your request online via your Parcel Tracking Tool/on the parcel sheet concerned by the complaint for a single request, or via the Customer Service tab for bulk imports. Our services will process your request as soon as it is received, and you will be able to track its progress in real time.
For all other requests regarding our services (invoices, contracts, label orders, online assistance), please access our contact forms available from your My Account area.