FAQ : Delivery
- How does Colissimo delivery work?
- What are the delivery rates in France and abroad?
- What is the average delivery time in France and abroad?
- Which countries are available for delivery?
- I might not be there for the delivery, what should I do?
- Can I be delivered to my workplace?
- I ordered online, can I pick up my order in store?
- How can I track the progress of my delivery?
- Why is my order late?
- I did not receive my order, what should I do?
- My package was delivered open or damaged, what can I do?
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How does Colissimo delivery work?
The shipment is made by Colissimo with a secure code.
You can choose to have your order delivered to your home or to a delivery point. Please note that point-relais delivery is only available in metropolitan France.
As soon as your order is shipped, we will send you an email with a parcel number that will allow you to follow its delivery by clicking on this link: laposte.fr/colissimo.
To secure your home delivery, you will receive a 6-digit code (by SMS and e-mail) a few hours before the Colissimo delivery driver arrives. You must present your secure code to the delivery driver to collect your parcel.
If you have chosen a point-relais delivery, you will not receive a code and will be able to collect your parcel against signature, by presenting an identity document.
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What are the delivery rates in France and abroad?
Delivery by Colissimo is free for purchases of 150 euros or more (including vouchers and discounts) in mainland France.
For all orders below this amount, shipping costs will be systematically applied to the amount of your order:
- 5.90 for point-relais delivery ;
- 7.90 for home delivery.
The shipping costs for foreign countries are automatically calculated according to the destination country. You can select your country here: prices per country.
Warning, for the deliveries on departments overseas or abroad, possible customs fees and taxes can be applied, and are at the expense of the recipient.
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What is the average delivery time in France and abroad?
The average delivery time for a Colissimo shipping is 48 hours in Metropolitan France and 8 to 10 days for overseas departments or foreign countries.
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Which countries are available for delivery?
Find the list of countries available for delivery by clicking here.
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I might not be there for the delivery, what should I do?
If you are absent at the time of delivery, your postman will leave a notice in your mailbox indicating the address of the post office / relay point where you can collect your parcel.
To do so, please bring your identity card.
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Can I be delivered to my workplace?
It is quite possible to have your order delivered to your workplace.
To do so, you just have to indicate your work address (by specifying the name of the company) at the time of the validation of your delivery address.
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I ordered online, can I pick up my order in store?
If you prefer to pick up your internet order in one of our 4 stores, we invite you to choose the delivery via Colissimo and to indicate in the free field "delivery instruction" your wish.
Do not forget to specify the store concerned (Cap-Ferret, Bordeaux, Arcachon).
As soon as it is ready, you will be contacted by phone.
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How can I track the progress of my delivery?
When your order is shipped, we send you an e-mail containing your Colissimo tracking number.
You can check the progress of your delivery here: laposte.fr/outils/suivre-vos-envois.
If you cannot find this email, you can contact our customer service by phone at 05 19 88 01 58 or by email (contact@janedeboy.com).
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Why is my order late?
Your order may be delayed for several reasons:
- additional time for the repatriation of the goods to our shipping warehouse;
- additional delivery time which is the responsibility of the carrier.
If you notice a really abnormal delay on the carrier's tracking, we invite you to contact our customer service.
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I did not receive my order, what should I do?
After checking that your order is not in the nearest relay point or in your post office, and that it has not been entrusted to a third party or a neighbor, we recommend that you contact our customer service.
This will allow us to provide you with more information on the status of your order.
In the event of error or of imprecision in the wording of the coordinates, Jane de Boy could not be held for person in charge for the impossibility of delivering the order.
In case of return shipment and with the wish of a new delivery, new delivery charges will be invoiced to you according to the country of destination.
In the event of delivery against signature, or of withdrawal in point relay, we will be able to address a proof of delivery to you.
In case of dispute of this proof, we will be forced to open an investigation with the carrier. You will be asked to return a signed affidavit as well as a photocopy of your identity card.
We inform you that any false declaration, in order to obtain a refund, is liable to legal proceedings.
The inquiry will then be processed within a maximum of 40 days. Our customer service is of course at your disposal for any questions you may have by e-mail or telephone during this period.
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My package was delivered open or damaged, what can I do?
If your package is damaged, torn or seems to have been opened at the time of delivery, we strongly recommend that you make a reservation with the carrier, refuse the package, or check the condition of the items.
If however you have accepted the package from the carrier and a problem is found, we invite you to contact our customer service by e-mail at contact@janedeboy.com to let us know in detail the problem found.
You may also be asked to provide a photo of the damage (packaging and contents), as well as a signed affidavit with a photocopy of your identity card.
Without photo evidence, we reserve the right to not pursue your claim.
Depending on the situation, an investigation with the carrier may be opened and processed within 40 days. Our customer service is committed to come back to you as soon as an answer or a new element is brought.
The answer to your question is not in this list? Do not hesitate to contact our customer service from Monday to Friday from 10am to 1pm and from 2.30pm to 5.30pm by phone at +33 (0)5 19 88 01 58 (not surcharged), or by email at contact@janedeboy.com.
