I received only part of my order : what should I do?

PARCEL

I've only received part of my order: what should I do?

An order can be shipped in several parcels (availability, volumes, different carriers). First check your dispatch emails and tracking.

QUICK ANSWER

	Re-read the dispatch email: it may list several parcels (1/2, 2/2) and several tracking numbers.
	Open each tracking: one parcel may be in transit or delivered to a different pickup point.
	Wait 12 to 24 h if a tracking shows nothing yet.
	Need help? Open a ticket.

WHY PARTIAL SHIPMENTS?

Availability

Some items ship right away, others on D+1 / D+2.

Volumes / weight

Split into parcels to meet carrier size limits.

Carrier / pickup point

Different routes and lead times.

CHECK YOUR SHIPMENTS (STEP BY STEP)

1	Customer account Order history and details › Details.
2	Number of parcels Note each tracking number (Colissimo / DPD).
3	Open the trackings Status, location, estimated date; one parcel may be at a pickup point, another in transit.
4	Check your emails And your spam: a second dispatch message may relate to another parcel.

INFO TO INCLUDE IF YOU CONTACT US

	Order number and name.
	Visible tracking number(s) and screenshots of the statuses.
	List of items received and those missing.

AFTER YOU REPORT IT

HOW WE HANDLE IT

We check the preparation, the tracking of each parcel and the invoiced contents. If a missing item is confirmed: additional shipment, re-routing or refund depending on the case.

FREQUENTLY ASKED QUESTIONS

A tracking says "Delivered" but I've only received part of the order.

Another parcel is probably on its way. Check the other tracking numbers, then contact us.

I only have one tracking number.

The items may ship together; otherwise, report it with the list of missing items.

After 48 h, still no update.

Part of your order missing?

Give us your tracking numbers and the list of missing items: we'll put it right.

I've only received part of my order: what should I do?

Part of your order missing?

Do you have a question?