Your Frequently
asked questions

To send worldwide, to understand the tracking of your shipments, to to know the steps in case of disputes... all the answers about your questions are here.

Sending parcels - Private (1)
Where can I drop off my shipment?

You can drop off your shipments in one of our 17,500 drop-off points:

Worldwide shipping - Private (4)
What is a Prior Notice?

The American Health Security and Bioterrorism Act, published in 2012, aims to safeguard the American population from any health risks related to terrorism.

What are pro forma invoices and commercial invoices?

Pro forma invoices are used when a parcel has no commercial value or if the parcel is not destined for sale.

What customs formalities should be complied with when sending a parcel abroad?

Customs formalities may vary depending on the country of destination. Browse our country information sheets to find out the specifics of each country.

Who pays for customs' duties and import taxes?

Customs' duties and taxes are paid for by the consignee when the parcel is delivered.

Track your parcel - Private (4)
How can I get proof of my parcel being delivered?

Did you create a transport label on line?

How can I track my parcel?

With Chronopost, you can track your parcel 24/7, from shipment to delivery.

What do I do if the website states that the parcel has been delivered and I have not received it?

Contact our Customer Service team promptly by telephone +33 (0)9 69 39 13 91 (standard rate) so that we can help you. We are open from Monday to Friday (8am-7pm) and Saturdays (8am-12pm).

Where can I find my shipment number?

The Chronopost shipment number is the reference used for tracking your item.

Parcel delivery - Private (7)
How can I be sure that the text message/email I received was actually sent by Chronopost?

Please take note of the fraudulent use of our name and brand.
All messages issued by Chronopost are sent from the following senders:

How can I find out my Chronopost tracking number for a shipment sent from abroad?

Ask your sender for the tracking number.
As soon as your parcel enters our network, you will be able to track it using our website and mobile application.

How many days do I have to pick up my parcel?

If your parcel is available at a pick-up location, it will be held there for you to collect for:

I gave a delivery-related instruction but now I want to change it. What do I need to do?

The driver has planned their delivery round to ensure maximum efficiency as regards addresses and each consignee's requests.

I requested my delivery to be made at a later date when in actual fact I will not be in. What will happen?

On the day of the delivery, you will receive a message giving you a precise delivery time slot.

What happens if I am not in when the Chronopost driver attempts to deliver a parcel?

If you are not in, the driver will put a delivery notice in your letterbox (your letterbox must be accessible).

What time will I receive my parcel with Chronopost?

We carry out all deliveries between 8am and 6pm. Depending on what delivery service your sender has chosen, your parcel may arrive before 10am, before 1pm or before 6pm.
 

Complaint - Private (3)
Suis-je indemnisé en cas de perte de mon colis ?

Un colis vous a été envoyé mais vous l’avez jamais reçu ? Quel recours ?

Suis-je indemnisé en cas de retard de livraison ?
Que faire si vous êtes le destinataire :

Si le colis n’a pas été livré à temps, nous vous invitons à contacter votre expéditeur.
Our offers and solutions - Private (1)
Will I receive compensation for loss or damage?

If Chronopost is found liable, you will receive compensation for the original value of the goods, the repair costs or the direct cost of reconstituting documents for up to €250 per parcel and upon

Shipping deadlines and Prices - Private (1)
How can I find out the delivery lead time for my parcel?

When creating your transport label online, we will tell you the delivery date for your parcel once you have filled in all the

Prepare your shipments - Private (2)
Are there any restrictions to the goods or documents transported by Chronopost?

We are unable to transport certain goods that are strictly prohibited, such as jewellery, animals, weapons and plants.

What are the maximum parcel weights and dimensions?

We provide worldwide delivery of documents and goods sent by envelope or parcel weighing from a few grams to 30 kg.

Track your parcel - from foreign countries - Private (2)
How can I calculate customs duties and import taxes?

For shipments from non-EU countries, a charge will be applied by customs (customs duty):
Tax amount = VAT + customs duty + administration fee

Who pays for customs' duties and import taxes?

Customs' duties and taxes are paid for by the consignee when the parcel is delivered.