My tracking information says that my order has been delivered, but I haven't received it.

If you chose Colissimo without signature as your delivery method, unfortunately we are unable to pursue any claims with Colissimo.

However, if you selected Colissimo with signature as your delivery method, please send us a photocopy of your ID card (both sides) and a hand-written, signed letter of attestation indicating the tracking number of the parcel, and stating that the package was not received. We can then file a claim with Colissimo and, further to that, send you the products you ordered again.

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FAQs From Same Category

Which countries do you deliver to?

Compagnie de Provence delivers to over 20 countries: mainland France (plus Corsica and Monaco), Germany, Austria, Belgium, Croatia, Spain, Estonia, Finland, Hungary, Ireland and Northern Ireland, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Czech Republic, Romania, United Kingdom, Serbia, Slovakia, Slovenia and Switzerland...

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I can't place an order from Italy. Why?

Since 2018, Compagnie de Provence has been proud to offer a website exclusively for its Italian customers:
https://www.compagniedeprovence.it/

Consequently, orders placed on our usual website are no longer delivered to Italy. Should you have any questions about this, please contact the Italian team directly at: servizioclienti@compagniedeprovence.it

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What are the delivery costs and times?

Your order will be processed within 24 hours if it is placed during the week, and shipped within 48 hours. Any orders placed after 10 a.m. on a Friday, or on a Saturday or Sunday, will be processed the following Monday. Orders will be delivered within one to five business days, depending on the mode of transport chosen.

Delivery is free when you spend €45 or more for France, with Colissimo Pickup, and €55 with Colissimo. Delivery is free when you spend €70 or more for International countries, with Colissimo.You can choose either Colissimo or Chronopost for your delivery. All the details about costs and delivery times for transport companies can be found in the Shipping section.

We do not accept any responsibility if an order is delivered late. Also, custom fees might be applied for orders above 60€ for Switerzland and the UK. In that case, we do not accept any responsability if fees are apply on top of shipping costs.

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Where is my order?

Once your order has been dispatched, you'll receive an e-mail with a tracking number so you can follow the status of your parcel. If you still haven't received this number after a few days, or if the number is wrong, don't hesitate to send us an e-mail at web@compagniedeprovence.com, so we can give you more information.

You can also track the status of your order online in the "My orders" section.

Your order is either:
- Not completed: you haven't yet finalized your order and the items are still in your basket.
- Paid for: you will receive an order confirmation e-mail.
- Being prepared: your order is currently being prepared by our logistics centre.
- Shipped: we will send you an e-mail to let you know once it has been left with the postal services.
- Delivered: your order has been delivered; you can access your invoice from your account.

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