How to send parcels successfully from France

Thanks to online parcel shipping platforms, you can organise shipments from France to other European countries. Send a parcel back to a seller in Spain following a withdrawal, forward a package to your relatives in Belgium, or even send holiday souvenirs to Greece when you don’t have space in your luggage. Sadly, complaints about late deliveries, lost parcels and additional fees are not uncommon. What’s the best way to prepare for a shipping of a parcel abroad? What should you look for? Find the answers to all these questions in this article.

Since the opening up of competition in the postal sector, many professionals have made it possible to obtain quotes for shipping your parcel across Europe in just a few clicks.

However, most of these platforms are intermediaries who do not actually transport the parcel. Their service is often limited to comparing the prices and shipping conditions of different carriers. They also facilitate the conclusion of the contract between you and the carrier, but it is the carrier who actually collects and dispatches the parcels.

Using an intermediary platform allows you to compare delivery services. Each carrier applies its own rates and rules for collection, delivery method, parcel dimensions, etc. Read the offers, terms and conditions and/or conditions of carriage carefully before choosing your carrier.

Express delivery is not guaranteed

Even if the platform states on its website that express delivery is possible in 2 or 3 days, don’t be fooled. These times are often given as information, as it is not the platform that ensures delivery. Instead, refer to the carrier’s general terms and conditions of sale.

To avoid unpleasant surprises, try to make your arrangements as early as possible. If you have a deadline, contact the platform and the carrier. Inform them of this condition and ask for written confirmation, so that you have proof.

Beware of additional charges

Before confirming delivery, pay close attention to the final price. As with delivery times, the platform generally displays prices for guidance only. In the order summary, check that the insurance and options you have chosen are included.

Once your parcel has been picked up, you may be billed for additional costs. There are many reasons for this: the need for several delivery trips, non-compliance with parcel details (weight, volume, size, contents, number of parcels, etc.), non-compliant packaging, illegible or out of date delivery note…

In the event of additional costs, the platform must send you an invoice with details of how these costs were calculated. If the platform has already debited the amount from your card, dispute the matter and request a refund from your bank. You can either request a chargeback, or dispute the debit directly in the absence of double authentication.

• Place the dispatch note directly on your parcel. The address and barcode must be clearly visible to avoid any confusion. If the carrier has sent you a digital packing slip, make sure the print is readable.
• If you have to enter a description of the contents of the parcel, be clear and precise. Describe what the parcel contains, providing as much information as possible.
• Take a photograph of your parcel before you send it, to show that it fits within the specified dimensions
• If you are sending an unusual item (bicycle, furniture, suitcase, etc.) you will certainly need special packaging. Check the conditions under which the carrier agrees to handle this type of bulky parcel.
• If the parcel is fragile, wrap it carefully and indicate this on the parcel. Inappropriate packaging may be refused.
• If you are sending a valuableitem, consider buying insurance. This will cover you in the event of loss or damage. Platforms and carriers each offer their own insurance. Find out beforehand and look at how they will compensate you. If possible, keep proof of the value of the goods transported.
• Beware of prohibited or regulated goods! Check the general terms and conditions of the platform and the carrier beforehand.
• Don’t enter any names or addresses incorrectly! By accepting the delivery service, you undertake the responsibility to provide accurate information. An error on your part may result in the carrier refusing collection. If you misspell the address and wish to amend the delivery note, additional charges may apply.
• Don’t miss the dispatchdate! The carrier generally issues the delivery note with a limited period of validity. You have 30 calendar days, for example, to use it and send the parcel.

The parcel has arrived damaged

Consult the platform’s general terms and conditions. As the sender, you should generally first contact the carrier within the time limits indicated in their terms and conditions. Then notify the platform, giving your customer details and the reasons for your complaint. Compensation will depend on how the parcel was transported and, on the insurance, you have purchased, if any. Find out as soon as possible so that you don’t miss the claim deadline!

The parcel arrived late

If you had informed the carrier in writing that the delivery date was an essential condition for you, you can immediately request cancellation of the contract if the package is not delivered on the agreed date. However, in the event of a delay, the compensation provided for in the contract may not exceed the price paid for the service.

The parcel never arrived

The platform’s general terms and conditions will give you deadlines for taking action. If the carrier has declared your parcel lost, claim compensation immediately. Otherwise, contact the platform and ask it to locate the parcel as quickly as possible.

Your compensation depends on the mode of transportation chosen by the company you used to delivery your parcel. So, don’t hesitate to ask them how the parcel was to be delivered.

• If the company is a postal service operator authorised in France by ARCEP, you are entitled to compensation of 40 SDR + 4.5 SDR / kilo, i.e approximately 48 euros + 5 euros/kilo, in the event of the loss of your parcel.
• If the company has to deliver your parcel by road, the Convention on the Contract for the International Carriage of Goods by Road (CGR) provides compensation of 8.33 SDR per kilo, i.e. approximately 10 euros per kilo.

If the company has to delivery by air, the Warsaw Convention provides compensation in the event of loss. This amounts to 16.5837 SDR per kilo, or approximately 20 euros per kilo. The Montreal Convention provides compensation of 26 SDR per kilo, or around 33 euros per kilo. The Convention that applies will be the one ratified by your carrier’s country. If it has ratified both Conventions, the Montreal Convention will apply. 

In France, the time limit for talking legal action against a carrier you have appointed yourself is just one year. This period runs from the date of (non) delivery, or even from the signing of the transport contract, depending on the situation. Consult the carrier’s general terms and conditions. In any case, don’t delay in reacting to avoid the expiry of the time limit!

• First of all, contact the delivery company to give them a chance to resolve your dispute amicably.
• If you are unable to reach an amicable agreement with a professional based in another EU country, Iceland or Norway, please contact us using our online form.