March 26, 2023

It has to happen one day or another. You send a package, but it never arrives. How frustrating! Especially when it is a valuable item or a gift sent to someone. Although La Poste is a serious company, the fact remains that its parcel delivery service sometimes suffers from some failures. So, how to act when La Poste loses your package and what reimbursement can you claim? brings you the answers.

How to Get Reimbursed When the Post Office Loses a Parcel

What are La Poste’s parcel services?

The tricolor company is on the front line regarding the shipping and delivery of parcels. Chosen to carry out this task by a large majority of companies and individuals, it offers two services:

The Colissimo package

This regular duty consists of sending parcels to recipients residing in France, but also overseas and in a foreign country. The shipment is accompanied of an insurance, if you wish it. The delivery of the package takes place from Monday to Saturday. As for the delivery time, La Poste undertakes to deliver the parcel to your home, or to drop it off at the post office or at a relay point, under two working days.

The Chronopost package

As its name suggests, Chronopost identifies itself as the express carrier from the post office. The delivery of the package is assured in less than 24 hours, before 1 p.m., Monday to Sunday. This can be done at home, but also at a pick-up point and a post office. Like Colissimo, the Chronopost service delivers parcels in France and in more than 230 countries.

Take out insurance when sending the package: what is the advantage?

When sending your Colissimo or Chronopost, you can take out insurance. These guarantee you a better refund of the parcelin case of loss or damage.

Colissimo insurance

When a package is lost, stolen or damaged during transport, La Poste undertakes to pay a minimum lump-sum compensation of €23/kg. Since the maximum weight of a Colissimo is 30 kg, the refund amount cannot exceed 690 €. Consequently, if the value of the content is higher than this sum, it is better to subscribe to one of the two Colissimo insuranceguaranteeing delivery against signature :

  • the Recommendation option;
  • the Ad valorem option.

The Recommendation option has two levels: R1 and R2.

  1. Recommendation R1, worth €2.70, provides lump-sum compensation of €50/kg.
  2. While the R2 recommendation, which costs €4.20guarantees a fixed compensation of €200/kg. This option only concerns shipments in France, Monaco, Andorra and overseas.

With Ad valorem optionthe value of the package is insured per €100, capped at €1,000. Available for shipment in the whole world, the cost of this insurance ranges from €9.40 (value up to €300) at €16.40 (value up to €1,000).

Chronopost insurance

It is Ad valorem insurance, which, like that of Colissimo, covers the goods transported in the event of material damage or loss.

As an individual, you have four levels of insurance:

  1. €500,
  2. €1,000,
  3. €2,000
  4. and €5,000.

For professional Chronopost customers under contract with the deliverer, the compensation ceiling is up to €20,000 per package.

How to follow the delivery of a package?

Whether your package is a Colissimo or a Chronopost, you can track its journey to its recipient, until delivery.

During the payment for the sending of this one, you receive a proof of deposit presenting a tracking number composed of 11 to 15 characters. Then, the tracking of the parcel is checked from the online tool present on the La Poste website or from your customer area.

How do I request a Colissimo refund?

When your recipient does not receive the package, two options should be considered:

  • delivery is delayed;
  • the package is lost or stolen.

Before any action, check the delivery status of the package on the La Poste website. If the delivery time is delayed and exceeds the contractual 48 hours, then the flat-rate Colissimo reimbursement applies. Similarly, if you notice that your package is lost, it is possible to a claim for a Colissimo reimbursement.

  • First of all, contact Colissimo customer service online, because it is not possible to send an e-mail to customer service. Beforehand, have your parcel number ready to complete the contact form.

Capture Contact Form Collissimo

  • If you prefer to contact an advisor directly, Colissimo customer service can be reached by telephone.

The number to dial from France is


The service is open Monday to Friday, 8:30 a.m. to 7 p.m., and Saturday, 8:30 a.m. to 1 p.m.

If you live in Mayotte or Réunion, also call 3631. Service hours are Monday through Friday, 8:30 a.m. to 4:15 p.m., and Saturday, 8:30 a.m. to 11:45 a.m. (Reunion time).

For the inhabitants of Guadeloupe, Martinique, Guyana and Saint-Pierre-et-Miquelon, it is still the 3631 who should be contacted. As for opening hours, call Monday to Friday between 7:30 a.m. and 5 p.m., or Saturdays from 7:30 a.m. to 12 p.m. (Guadeloupe time).

From abroad, you must dial the +33 810 821 821. This azur number is active Monday to Friday, 8 a.m. to 6 p.m.

  • In addition, you can also send a letter with acknowledgment of receipt to the following address:

Customer Service, 99999 LA POSTE

  • Then, if your Colissimo refund claim remains unanswered after two months, bring the dispute to the postal mediator. Before contacting him, you must mount a mediation file.This must include as much information and supporting documents as possible concerning your parcel and the steps already taken to obtain a Colissimo refund. Count approximately two months of instruction from the notification of the referral.
  • Finally, if the mediator brings a verdict against you, the ultimate recourse lies, then, in go to court if the value of the dispute does not exceed €5,000.

How do I request a Chronopost refund?

As with a Colissimo, if your Chronopost package is delivered late, damaged, lost or stolen, you can a complaint to obtain a Chronopost refund.

In the first place, contact Chronopost customer service. As an individual, you can reach them at 09 69 391 391. This number is available Monday through Friday, 8 a.m. to 7 p.m., and Saturday, 8 a.m. to 12 p.m.

  • For businesses, this is the number:

0 825 801 801

, who should be called. The same days and times as the particular customer number apply to that number.

Chronopost – Special customer service
3 boulevard Romain Rolland
CS 70103
75014 Paris

  • Chronopost customer service also has an email:

Similarly, if your Chronopost refund request is not processed after two months, follow the same steps as for the Colissimo refund. Enter the postal mediator, and as a last resort, take your dispute to court.

Let’s summarize together!

In summary, although it can be frustrating and time-consuming to go through the Colissimo refund process, following these steps should help you get compensated. Have you done this procedure before? How was your experience? Let us know in the comments below. We hope this article has been useful to you and we wish you the best of luck in recovering your lost package.

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