Fnac tracking

Omnichannel distribution of cultural and electronic products

Fnac, in addition to being a retail brand for cultural, electronic, and household products, operates as a major logistics player to serve millions of customers. As a logistics operator, Fnac relies on a sophisticated network of distribution centers, partnerships with various carriers, as well as innovative solutions to efficiently deliver orders. Fnac's logistics system covers the entire process, from inventory management and order preparation to final delivery, while offering customers multiple delivery methods and transparent tracking. The organization is characterized by an integrated omnichannel approach: online orders can be fulfilled via home delivery or in-store pickup, leveraging both central warehouses and the network of physical stores.

With the merger of Fnac and Darty, the group has consolidated its operations and pooled the supply chain to gain efficiency. This synergy allows for the processing of a very large volume of items each day and ensures fast delivery times on a wide range of products. Fnac has thus transformed into an omnichannel logistics operator capable of ensuring the distribution of various products (books, music, high-tech, household appliances, etc.) by optimizing the group's resources and logistics flows.

Fnac's logistics organization

Fnac's logistics organization is based on a Supply Chain structured around specialized distribution centers. The Fnac Darty group currently has several strategically located warehouses to cover its main markets. In France, six main distribution centers are operated, five of which are located in Île-de-France and one in the Lyon region. Each of these sites is dedicated to a specific product category, stemming from the complementarity of Fnac and Darty: for example, some warehouses handle cultural products (books, CDs, DVDs…), while others focus on "technical" products such as electronics and IT. This organization by product type allows for optimized storage and handling of goods based on their characteristics (size, stock rotation, specific handling needs).

Coordination between warehouses is ensured by advanced computer systems that manage real-time inventory and order dispatch. When a customer order includes items from different categories, the system breaks it down into several preparation orders sent to the relevant warehouses. Each logistics center thus prepares its part of the order, which will be shipped separately if necessary. Fnac favors a "seamless" multichannel approach, where the stocks of physical stores can also be mobilized for e-commerce. For example, a product available in-store can be offered for 1-hour pickup (Click & Collect), and in case of a warehouse stockout, an item can exceptionally be sourced from another store or supplier to fulfill an online order. This flexibility demonstrates Fnac's ability to leverage its entire network to serve the customer as quickly as possible.

Internally, Fnac has set up dedicated teams for each stage of the logistics flow. Specialized units first control the validation of orders (including potential fraud detection before shipment). Once orders are validated, they are transmitted to the operational teams in the warehouses. These teams manage the receipt of supplier goods, stock registration, order preparation, packaging, and shipping. The entire chain is supervised by logistics managers who ensure compliance with quality procedures and service commitments (notably the promise of fast delivery).

Delivery services offered

Fnac offers its customers a complete range of delivery services to adapt to different needs for speed and convenience:

• Standard home delivery: a basic service allowing you to receive your order at home within the usual timeframe of a few business days, via a postal or standard parcel carrier. This option is generally free beyond a certain purchase amount, making it popular for non-urgent orders.
• Express home delivery: an accelerated service allowing you to receive your order much faster (often the day after the order, depending on the validation time). Fnac relies on express carriers to ensure priority shipping and delivery of the package in record time. This mode is offered for an additional fee and is available in most areas.
• Evening delivery (same day): in some major cities, Fnac offers the possibility of same-day evening delivery. Specifically, for orders placed in the morning or early afternoon, delivery can take place the same evening, usually in a time slot after 7 p.m. This urban service uses specialized couriers for ultra-fast delivery on the day of purchase.
• 2-hour courier delivery: for the most urgent needs, Fnac offers express courier delivery in eligible areas in just a few hours. This premium service, sometimes called "2h chrono," mobilizes a dedicated courier who picks up the product and delivers it to the customer very quickly (often within two hours). It is mainly available in metropolitan areas where Fnac has local stock and a partnership with an instant courier.
• Relay point delivery: to offer more flexibility to customers, Fnac allows orders to be delivered to a network of partner relay points (such as Relais Colis). The package is delivered to a nearby store or collection point where the customer can pick it up at their convenience. This delivery mode, appreciated for its flexible hours, is often offered at a reduced rate or even free for Fnac+ members.
• In-store pickup (Click & Collect): Fnac's "Click and Collect" service offers the possibility to order online and pick up items in a Fnac store. If the product is in stock at the chosen store, it can be available very quickly, often in just one hour after order validation. The staff then prepares the order, and the customer only has to pick it up at the pickup counter. This service is free and very convenient to avoid shipping costs and get your purchase almost immediately.

Thanks to these different options, Fnac can meet various use cases: standard delivery for non-urgent purchases, express for last-minute gifts or urgent needs, in-store pickup to benefit from immediate availability or avoid waiting at home, etc. The goal is to combine speed, reliability, and convenience. Moreover, Fnac automatically adjusts the choices offered based on the type of product (some bulky items cannot benefit from relay or 2-hour delivery, for example) and the customer's delivery address (not all ultra-fast services are available throughout the territory).

Logistics infrastructure (warehouses and automation)

To keep its service promises, Fnac relies on a modern and efficient logistics infrastructure. The group operates several large-scale warehouses in France, totaling over 200,000 m² of storage space, where e-commerce order preparation and store supply operations are managed. For example, the Wissous warehouse (Essonne), inaugurated in 2012 and dedicated to cultural products, covers 36,000 m² and alone ships several million parcels per year in France and internationally. Other major logistics sites include Massy (Essonne) and a center in the Lyon region, each specializing in a product segment. The pooling with Darty since 2016 has allowed for the consolidation of certain flows: thus, a warehouse like Moussy-le-Neuf (Seine-et-Marne) now manages all high-tech and household appliance products known as "technical" for both brands, optimizing service levels and distribution costs.

A Fnac Darty distribution center equipped with automated conveyors and sorting bins. This type of modern infrastructure allows for the processing of a high volume of orders while ensuring fast delivery to carriers.

Fnac regularly invests in automation and warehousing technologies to increase its efficiency. Its logistics platforms are equipped with conveyor systems, sorting, and automated storage. For example, some warehouses use intelligent conveyors and sorters to direct parcels according to the carrier or destination at the end of preparation. Picking assistance robots have also been deployed: in Wissous, mobile robots called "Sherpa" follow the pickers in the aisles with bins, preventing the operator from carrying loads and speeding up the collection of items. Product storage in the warehouse is dynamically optimized: Fnac practices "heterogeneous storage" where the same references are spread across multiple locations to limit travel and avoid congestion during the picking of the most requested products.

Each key step of Fnac's logistics is assisted by efficient warehouse management software (WMS). Fnac Darty collaborates with intralogistics specialists like Savoye or Ferag to equip its distribution centers. For example, the Moussy-le-Neuf platform is managed by a Savoye WMS and has been equipped with automated solutions (carton former/sealer, ergonomic preparation stations, conveyors, etc.) allowing for the processing of an average of 140,000 parcels per month and millions of items. Similarly, Fnac deployed a new omnichannel center in Portugal in 2023 equipped with cutting-edge technologies: automated shuttle storage system, modular conveyors, and fully automated packaging (I-Pack® solution) to improve productivity and shipping times. These investments in mechanization and IT ensure responsive logistics, reducing the processing time of each order and making operations more reliable (fewer preparation errors, better space utilization, etc.).

In addition to central warehouses, Fnac also deploys "last mile" infrastructures to bring certain products closer to customers. For example, in Île-de-France, the group has set up local platforms dedicated to the delivery of bulky products (large household appliances, televisions). A new logistics base of this type in Chilly-Mazarin (Essonne) complements those in Bezons and Mitry-Mory around Paris. These sites serve as local delivery sorting centers: large parcels arrive from the national warehouse each morning and are then distributed during the day by specialized teams. The goal is to meet fast delivery promises even in this segment (for example, delivering a refrigerator the day after the order, with a scheduled appointment and a two-hour time slot) while optimizing truck routes in dense areas. This local network improves service quality and allows for services such as home installation, as these platforms also serve as a base for delivery technicians.

Carrier partners

Fnac collaborates with numerous carriers to ensure the delivery of orders to the final customer. Given the diversity of product types shipped (from books to refrigerators) and the geographical extent covered, the choice of carrier is adapted to each situation to combine speed, reliability, and controlled cost. As the second-largest e-commerce player in France, the group relies on about twenty delivery partners for small parcels, in addition to its own network for larger shipments.

For standard and medium-sized parcel deliveries, Fnac works closely with the La Poste group and its parcel subsidiary. Colissimo (La Poste's parcel service) is one of the main partners for standard home delivery throughout France. Most orders for books, CDs, small equipment, or moderately valuable items are entrusted to Colissimo, known for its fine national coverage and tracking. In parallel, Chronopost (La Poste group's express subsidiary) is used for express shipments requiring delivery within 24 hours or on a fast time slot. For example, an order shipped via Chronopost can reach the customer as early as the next morning. These two carriers ensure daily pickups at Fnac warehouses (typically a mid-afternoon pickup and another in the evening each day, to clear the orders prepared during the day).

Fnac also mobilizes other partners to cover all logistical needs: Relais Colis is used for relay point delivery, allowing customers to pick up their parcels at a nearby store. Orders destined for relay points are grouped and delivered to these sites, offering a practical alternative to home delivery. For international or specific deliveries, Fnac uses world-class carriers such as DHL or UPS. For example, a Fnac order to be shipped to a foreign country may transit via DHL Express or UPS to ensure reliable delivery outside France. These international carriers bring their customs expertise and global logistics network to ensure Fnac customers outside France are served under good conditions.

In dense urban areas and for highly reactive services, Fnac collaborates with specialized couriers. Top Chrono, for example, is a partner for deliveries within a few hours in Paris and the Paris region. This type of provider ensures "2-hour" or "same-day" offers thanks to two-wheeled or light vehicle couriers capable of navigating quickly in the city. Other local courier companies may be mobilized in regional metropolises for similar services.

For bulky products (large household appliances, large televisions, etc.), Fnac Darty relies on its own internal delivery network. Indeed, Darty's delivery teams handle these bulky items, which includes transport to the home, but also often installation at the customer's premises and the possible removal of the old appliance. This internal network, composed of delivery technicians, operates scheduled tours. It guarantees professional handling of heavy or fragile products and a complete service beyond simple parcel drop-off (commissioning, usage advice, etc.). The integration of this specialized circuit into Fnac's overall logistics system allows for quality service control on a crucial segment and offers high-value-added services.

In total, Fnac cooperates with a wide range of reliable carriers to cover all delivery modes desired by its customers. The choice of carrier for a given order is determined automatically during shipment: a reading/scanning system at the warehouse identifies the chosen delivery mode and the characteristics of the parcel to direct it to the appropriate partner. This approach ensures that each order takes the most suitable logistics network, whether it is speed, handling precautions, or geographical proximity.

Order processing (preparation, shipping, packaging)

The processing of a Fnac order follows a rigorous process from the validation of the online purchase by the customer. Once the order is confirmed in the system, the relevant warehouses spring into action. The required items are first picked from the stocks: order pickers receive on their portable terminals (PDA) the lists of items to be gathered, with the exact location in the aisles. A color code or specific guidance can help them optimize their picking route. As mentioned earlier, Fnac distributes its references in the warehouse to minimize travel and congestion, which speeds up this crucial phase. During quiet periods, a day team starts picking early in the morning (for example, from 7 a.m.) to process orders accumulated overnight, and another team can take over later for supplier arrivals or activity peaks.

Once all the products of an order are picked, the preparation and packaging phase begins. The items are grouped by order in a dedicated area where the parcel is assembled. Each product is scanned again before packaging to verify that it matches the order and avoid errors. The choice of carton or packaging is optimized based on the size of the items. Fnac has implemented automatic machines to close cartons and secure products: thus, a machine adds cushioning material or adjusts the box height to eliminate voids, securing the contents during transport. Once the parcel is assembled, a shipping label is printed containing all necessary information (recipient's address, tracking code, etc.), as well as any customs documents for international shipments. The parcel is then ready to leave the warehouse.

Order preparation in a Fnac warehouse: each item is scanned and carefully packaged. The packaging stations are equipped with computer systems that assign a carrier to the parcel based on its destination and format, ensuring shipment through the optimal channel.

Completed parcels are directed to the warehouse's shipping area, where they are taken over by carriers. As mentioned, Fnac generally organizes two pickup rounds per day with its major partners: one pickup in the afternoon and another in the evening. This allows for a smooth flow of orders and reduces waiting time before the actual departure of the parcel. Carriers scan the parcels upon loading, triggering the sending of the shipping confirmation email to the customer. From that moment, the parcel is tracked in postal or express networks.

Thanks to this precise organization, Fnac manages to ship most orders very quickly after they are placed. The group aims for a high level of service, with the ability to ensure next-day delivery on a large portion of common e-commerce orders. Activity peaks (such as the holiday season or promotional events like Black Friday) are anticipated by strengthening teams and night shifts if necessary, as Fnac Darty warehouses are sized and accustomed to absorbing exceptional volumes over short periods. The robustness of order processing is a central issue for Fnac logistics, to meet the deadlines announced to customers and maintain satisfaction even in the event of a massive influx of requests.

Finally, note that Fnac also manages reverse logistics (returns and after-sales service) in an integrated manner. When a customer returns a product, the returned parcel is received in specialized centers (sometimes the same warehouses or dedicated after-sales workshops). Additionally, for household appliance deliveries, Fnac Darty systematically offers to take back the old appliance at the time of new delivery, to recycle it in accordance with WEEE (Waste Electrical and Electronic Equipment) channels. This logistical handling of end-of-life or returned products is part of the group's commitments to service and environmental responsibility.

Order tracking and transparency

Fnac provides its customers with tracking solutions so they can know the status of their order at any time. As soon as an order is shipped, a shipping confirmation email is sent to the customer, containing the parcel's tracking number and a direct link to track the shipment on the website of the relevant carrier. The customer can thus click on this link and see in real-time the delivery stages (pickup, sorting center, delivery in progress…) provided by the carrier.

Also, by logging into their account on Fnac.com, the "My Orders" section provides access to the details of each order. The current status of the order is displayed there (for example, In preparation or Shipped) and the carrier's name is indicated. A button allows opening the detailed tracking on the carrier's website (Carrier's site), offering complete transparency on the parcel's journey to final delivery. Fnac has standardized this information so that, regardless of the carrier used, the customer can easily track their delivery from a central point.

Throughout the journey, certain major status updates can also be notified to the customer (for example, an email or SMS may be sent when the parcel is out for delivery or available at a relay point). In Fnac stores for Click & Collect, the customer receives an email or SMS as soon as their order is ready to be picked up at the counter. This communication concern allows the customer to organize themselves and have peace of mind regarding their order.

In 2022, Fnac Darty also innovated by introducing an "enlightened delivery" tool informing customers of the carbon impact of each delivery mode offered. Thus, when choosing the delivery mode on the site, an estimate of carbon emissions is displayed (for example, in-store pickup being much less emitting than express van delivery). The goal is to raise customer awareness and guide them towards more sustainable options when possible. This initiative is part of Fnac Darty's transparency and responsibility approach and complements the classic tracking by adding an informative dimension to the delivery itself.

In the end, the customer benefits from a clear and informative post-order journey. From order validation to parcel receipt, each step is traceable. This visibility offered to the customer on the status of their order is, of course, accompanied by the possibility of contacting Fnac customer service if needed, but thanks to the efficiency of the logistics system and good tracking, manual interventions are rare. Fnac strives to meet its deadlines and honor customer trust by providing reliable and up-to-date information throughout the wait.

Geographical presence of Fnac's logistics services

Fnac's logistics services have an international reach, in line with the brand's geographical footprint. Historically well-established in France, Fnac is also present in several European countries and beyond: it can be found notably in Spain, Portugal, Belgium, Switzerland, Luxembourg, as well as in North and West Africa (via franchise stores in Tunisia, Ivory Coast, etc.) and the Middle East (Qatar). In each of these countries, Fnac deploys a logistics system adapted to local realities while capitalizing on the group's expertise and resources.

In countries neighboring France, Fnac generally operates with well-integrated local subsidiaries. For example, in Spain and Portugal, Fnac has national distribution centers that supply the country's stores and ship local e-commerce orders. Fnac has thus established an omnichannel warehouse near Madrid to serve the Iberian Peninsula, as well as a modern logistics platform in Lisbon for Fnac Portugal. These infrastructures, equipped with automated equipment through partnerships with intralogistics experts (such as Ferag), allow Fnac to offer in Spain and Portugal services comparable to those available in France, such as fast delivery and efficient in-store pickup. Moreover, Fnac Spain collaborates with recognized local carriers: for example, the SEUR network for express home delivery (to ensure reliable delivery throughout the Spanish territory).

In Belgium, Fnac relies both on its stores (notably through its subsidiary Vanden Borre for household appliances) and on agreements with local carriers like bpost (the Belgian post) for parcel delivery in the Belgian market. In Switzerland, Fnac logistics can use the services of Swiss Post or private carriers to ensure deliveries in this country with specific constraints (customs, alpine areas…). Similarly, each national entity adapts its catalog of delivery modes: for example, in Portugal, Fnac offers express delivery and in-store click & collect, while in Luxembourg, where there is no Fnac store, home deliveries are ensured from neighboring sites (Belgium or France) with appropriate tracking.

In countries where Fnac is present through franchised partners (Africa and the Middle East), the logistics organization is managed by the local partner. However, the group ensures to transmit its know-how and quality standards. These partners often rely on the country's existing infrastructure and local or regional carriers for delivery. For example, in Francophone Africa, Fnac may work with national postal services or private couriers to ship products to customers. The establishment of Fnac stores in these regions generally includes setting up a local warehouse (even of modest size) to stock key products and ensure regular restocking from France or other international sorting centers of the group.

In general, Fnac's logistics presence is strongly correlated with its network of stores and e-commerce sites internationally. Wherever Fnac sells its products, it strives to ensure a homogeneous level of service, even if it means adapting the means. This international dimension involves managing cross-border shipments, export formalities, and dealing with different carriers depending on the countries. Fnac has developed expertise to ship abroad from France when necessary (for customers ordering on Fnac.com from a country without a Fnac subsidiary, via, for example, forwarding providers like ColisExpat: ). The international customer can thus benefit from Fnac offers, with logistics adapted either by the local subsidiary or via dedicated shipping solutions.

Particularities according to the countries or regions served

While the overall organization remains consistent, certain logistical particularities emerge depending on the countries or regions served by Fnac. In France, which represents the core of the activity, Fnac Darty has developed the most comprehensive offer: warehouses specialized by product category, express delivery almost throughout the territory, same-day delivery in several major cities, and a dense network of stores allowing 1-hour pickup in many points of sale. France also benefits from the internal Darty network for household appliance deliveries/installations, a significant competitive advantage in this sector.

In Spain and Portugal, Fnac logistics is very developed but must deal with different geography (for example, serving the Canary Islands, Balearic Islands, Azores, or Madeira imposes additional delays and the use of maritime or air carriers for these island regions). Fnac Spain offers standard and fast delivery via SEUR or Correos depending on the case, as well as the possibility of in-store or relay point pickup (an automatic locker service has even been experimented with in some Spanish cities to expand pickup options). In Portugal, Fnac collaborates with CTT (Portuguese postal services) in addition to private carriers, and its recent Lisbon warehouse aims to centralize operations for the entire country, offering improved lead times even for the south and north of the territory.

In smaller countries or where Fnac has fewer stores (Belgium, Switzerland), the particularity often comes from the fact that the logistics volume is lower and Fnac can pool certain operations with partners. In Belgium, for example, proximity to France allows Fnac to ship some orders directly from its French warehouses when necessary, while having local stock for common products. In Switzerland, shipments from France must clear customs: Fnac ensures to provide the necessary documents and inform the customer of any import fees. These are regional specificities taken into account in the logistics process (customs labeling, choice of carriers specialized in international shipping).

Outside Europe, Fnac being present through franchises, logistical constraints are specific to each partner. For example, in Tunisia, Fnac's partner imports products via containers or air freight to its local warehouses and then distributes them on the Tunisian market through its Fnac stores and local online sales. Lead times may be longer than in Europe, and delivery modes less diversified (often only in-store pickup or standard home delivery). However, Fnac ensures that the customer experience remains satisfactory by imposing service levels by contract and transferring its expertise (stock management, logistics merchandising, etc.).

Moreover, some regions experience very marked seasonal peaks requiring adaptations. In France, the Christmas period or national commercial operations (French Days, sales) strongly mobilize Fnac warehouses) anticipates by recruiting temporary workers and increasing sorting capacities. In Spain, a peak will be observed during El Día del Soltero or the summer sales, which Fnac Spain must plan for. Each entity adapts its supply calendar and carrier schedule based on these local commercial particularities.

Finally, particular emphasis is placed on local service quality. Fnac Darty measures and compares logistics performance in its different countries (on-time delivery rates, customer satisfaction with delivery, etc.). Lessons from one country can be applied to another. For example, the success of Click & Collect in France (with thousands of orders picked up in 1 hour each day) has encouraged Fnac to deploy this service more extensively in Spain and Portugal, where the culture of in-store pickup is developing. Similarly, innovations such as displaying the carbon footprint of delivery modes, initiated in France, could be extended internationally. Thus, despite regional differences, Fnac tends to gradually homogenize its best logistics practices to offer a high-level customer experience everywhere.

Delivery statuses at Fnac