Fnac tracking

What is Fnac?

Fnac, an acronym for Fédération Nationale d'Achats des Cadres, is a French retail chain specializing in cultural products, consumer electronics, and household appliances. Founded in 1954 by André Essel and Max Théret, two former resistance fighters and Trotskyist activists, the company established itself as an essential reference in cultural and technological retail in France. The first store opened on July 31, 1954 in an apartment on the second floor of 6 rue de Sébastopol in Paris, with an innovative concept for the time: offering products at reduced prices through a membership card system that provided discounts to members.

The founders' original idea was simple but revolutionary: to enable executives and the general public to access cultural and technical products at advantageous prices. This philosophy of accessibility and democratization of culture shaped Fnac's identity for decades. In 1957, the Photo-Ciné-Club of Fnac moved to the ground floor and became the company's first store with a storefront window, marking the beginning of an expansion that continued to accelerate. In 1966, the store opened to non-members, and in 1969, a second location opened on avenue de Wagram, near the Arc de Triomphe.

• Founding date: July 31, 1954, with the opening of the first store in a Parisian apartment on rue de Sébastopol
• Founders: André Essel and Max Théret, two visionary entrepreneurs from the French Resistance
• Headquarters: Ivry-sur-Seine, in the Paris region, where the group's operations are coordinated
• Parent company: Fnac Darty since the 2016 merger, creating a giant in specialized retail
• International presence: 14 countries worldwide, with a network of over 1,500 stores after the Unieuro acquisition
• Workforce: Approximately 30,000 employees within the Fnac Darty group, three-quarters of whom are in direct contact with customers

The year 1980 marked a major turning point with Fnac's listing on the Paris Stock Exchange as a public company. This milestone confirmed the retailer's commercial success and gave it the means to continue its development. In 2016, Fnac undertook a major strategic move by merging with Darty, a specialist in household appliances and after-sales service, to form the Fnac Darty group. This union enabled the two retailers to pool their strengths and offer a complete range spanning from books to refrigerators, including smartphones and televisions.

In 2024, the Fnac Darty group took a decisive step by launching a public takeover bid for Unieuro, the leading Italian retailer of electronics and household appliances. This acquisition, finalized on December 30, 2024, gave birth to a European leader in specialized retail with over 10 billion euros in revenue. The group demonstrates solid results with annual revenue of nearly 8 billion euros on its historical perimeter, reflecting the company's good financial health.

Fnac distinguishes itself through its unique positioning at the intersection of retail and culture. The retailer offers an extensive range of products including books, music, films, video games, computing, photography, audio, telephony, connected objects, and, since the merger with Darty, household appliances. This diversity makes Fnac an essential player for consumers seeking quality cultural and technological products, accompanied by expert in-store advice. With the launch in 2025 of its Beyond Everyday strategic plan with a 2030 horizon, Fnac Darty continues its European expansion while deepening its model based on omnichannel presence, services, and circular economy.

Which countries does Fnac deliver to?

Fnac has a significant international presence that has grown considerably over the decades. The retailer operates in 14 countries worldwide, primarily in Europe but also in Africa and the Middle East. This geographic coverage allows Fnac to serve millions of customers with offers adapted to the specificities of each local market while maintaining the quality standards that have built its reputation.

In France, the historical market and heart of the group's operations, Fnac has the densest network with hundreds of stores spread throughout metropolitan territory. The fnac.com sites allow customers to order online and have packages delivered throughout metropolitan France, including Monaco. Overseas departments and territories are also served, although delivery times and conditions may vary depending on the destination. Corsica benefits from coverage similar to the mainland for most delivery services.

• Metropolitan France: Complete territorial coverage with standard, express, and in-store pickup delivery available everywhere
• Spain: Strong presence with Fnac stores and a dedicated fnac.es site for the Spanish market, including the Canary Islands and Balearics
• Portugal: Developed network of stores and modern logistics platform in Lisbon to serve the entire territory, including the Azores and Madeira
• Belgium: Historical presence since 1995 with stores in major cities and delivery throughout Belgian territory
• Switzerland: Delivery possible from neighboring French or Belgian sites with management of customs procedures
• Luxembourg: Service assured from Belgian or French logistics infrastructure
• Italy: New strategic market since the Unieuro acquisition at the end of 2024, with an extended network of retail outlets

Fnac's international expansion has also extended beyond Europe, notably through franchise partnerships. The retailer operates in North Africa with stores in Morocco and Tunisia, allowing consumers in these countries to access the brand's cultural and technological products. In West Africa, Côte d'Ivoire also has Fnac outlets. In the Middle East, Qatar has stores from the chain. In these franchised countries, the logistics organization is managed by the local partner while respecting the group's quality standards.

For customers residing in countries where Fnac does not deliver directly, alternative solutions exist. Reshipping services like ColisExpat or Easy-Delivery enable consumers worldwide to receive their Fnac purchases. These providers offer delivery addresses in France or Europe where orders are received before being reshipped to the customer's final destination. This solution offers the possibility of combining multiple Fnac and Darty orders to optimize international shipping costs.

The Fnac Darty internationalization strategy relies on a differentiated approach depending on the markets. In countries where the group has direct operations, it has national distribution centers and optimized logistics networks. For example, the omnichannel warehouse near Madrid serves the Iberian Peninsula while the modern platform in Lisbon covers Portugal. In Belgium, proximity to France allows for pooling of logistics flows. This organization enables international customers to receive service levels comparable to those offered in France, including fast delivery options and in-store pickup.

Which carriers does Fnac use?

Fnac partners with an extensive panel of carriers to ensure packages are delivered to final customers. This diversity of logistics partners makes it possible to meet all needs, whether delivering a book in 48 hours or a refrigerator with home installation. The Fnac Darty group relies on approximately twenty delivery partners for small and medium-sized parcels, plus its own internal network for bulky products.

La Poste group is one of Fnac's historical and major partners. Colissimo, La Poste's parcel service, handles a large portion of standard home deliveries. This carrier's fine national coverage and reliable tracking system make it a preferred choice for orders of books, CDs, DVDs, accessories, and products of moderate value. Parcels entrusted to Colissimo benefit from delivery in 2 to 3 business days with delivery Monday through Friday excluding public holidays.

• Colissimo: Primary carrier for standard home deliveries, with a tracking number consisting of 13 alphanumeric characters
• Chronopost: Preferred partner for 24-hour express deliveries and urgent shipments requiring rapid delivery
• Relais Colis: Network of pickup points allowing customers to collect their parcels at a nearby store at their convenience
• DHL: International carrier used for some shipments outside France and deliveries abroad
• UPS: Global provider mobilized for international deliveries requiring global logistics
• Top Chrono: Specialized couriers ensuring ultra-fast 2-hour deliveries in major urban areas

Chronopost, La Poste group's express subsidiary, is Fnac's reference partner for express deliveries. This carrier handles priority shipments allowing receipt the day after ordering. For customers who need to receive their purchases quickly, Chronopost offers precise delivery windows and effective national coverage. Since 2017, Chronopost has even offered Sunday home delivery in fourteen French municipalities, expanding options for customers in a hurry.

For pickup point deliveries, Fnac uses the Relais Colis network, which has several thousand pickup points throughout France. This delivery mode, particularly appreciated for its schedule flexibility, allows customers to collect their parcels from a nearby store at their convenience. Pickup points are generally open in the evening and on Saturday, providing a practical alternative for people unavailable during the day. Parcels are kept there for several days, giving recipients time to come collect them.

In dense urban areas, Fnac offers ultra-fast delivery services through partnerships with specialized couriers like Top Chrono. These providers ensure 2-hour deliveries in France's major metropolitan areas, allowing customers to receive purchases the same day they order. Delivery personnel on two-wheelers or in light vehicles travel through cities to ensure these express deliveries, collecting products directly from Fnac stores for delivery to customers as quickly as possible.

For bulky products such as large household appliances and large-screen televisions, Fnac Darty has its own internal delivery network. Darty delivery technician teams handle these cumbersome items and ensure not only transport but also home installation and possible pickup of the old appliance. This network operates by appointment with two-hour time slots, guaranteeing professional handling of heavy or fragile products. The service includes setup and usage advice, offering complete service beyond simple delivery.

What are Fnac delivery times?

Fnac offers a complete range of delivery times to adapt to different customer needs. Whether a purchase is urgent or planned, the retailer offers options ranging from delivery in a few hours to standard delivery in several days. These timeframes vary based on the delivery method chosen, the type of product ordered, and the recipient's location. The objective is to combine speed, reliability, and convenience to satisfy all expectations.

Standard home delivery is the most common option for non-urgent orders. Parcels are shipped via Colissimo and typically arrive between 2 and 3 business days after shipment for orders placed before 7 PM. For orders validated between 10 PM and midnight, the shipping delay becomes D+2, adding an extra day to the total receipt time. This delivery method is particularly suited to purchases of books, CDs, DVDs, and small accessories.

• Standard delivery: 2 to 3 business days in metropolitan France, Monday through Friday excluding public holidays
• Express D+1 delivery: Receipt as early as the next day before 6 PM for any order placed before 6 PM (11:59 PM for Île-de-France)
• Evening delivery: Same day between 7 PM and 10 PM for any order placed before 2 PM, available in Île-de-France
• 2-hour express delivery: Receipt within 2 hours of placing the order, for orders placed before 5 PM in major urban areas
• In-store Click & Collect pickup: Available in 1 hour if the product is in stock at the selected store
• Pickup point delivery: 3 to 5 business days depending on Relais Colis network availability

Express delivery allows you to receive your order as early as the next day before 6 PM. This service is available Monday to Saturday for orders placed before 6 PM in the provinces and until 11:59 PM for Île-de-France. Eligible addresses are those in metropolitan France and Monaco, with the exception of Cedex addresses, post office boxes, and postal codes of island communes without bridges. This priority delivery method uses the Chronopost network to guarantee rapid and reliable delivery.

For the most urgent needs, Fnac offers same-day evening delivery. This service is available Monday to Friday for orders placed before 2 PM in Île-de-France. The parcel is delivered at home between 7 PM and 10 PM, allowing customers working during the day to receive their purchase in the evening. This option is perfect for last-minute purchases like gifts or products needed urgently.

The 2-hour express delivery option represents the ultimate speed offered by Fnac. For any order placed before 5 PM, customers can be delivered within 2 hours of placing their order. This service is available in major urban areas including Paris, Lyon, Marseille, Bordeaux, Lille, Nantes, Nice, Rennes, Rouen, Strasbourg, Toulouse, and Boulogne. Dedicated couriers pick up the product from the store and deliver it directly to the customer, ensuring maximum responsiveness for urgent purchases.

The Click & Collect service allows you to pick up your order from a store in remarkably short time. If the product is available in stock at the store chosen by the customer, it can be prepared and available for pickup in just 1 hour after order validation. The customer receives an email or SMS informing them that their item is ready for pickup. This free option avoids shipping costs and provides great flexibility, with customers able to collect their purchase during store hours.

What are Fnac delivery charges?

Fnac's delivery pricing policy aims to offer flexibility and accessibility to its customers. The retailer offers different free delivery thresholds based on order amount and product type, as well as competitive rates for faster delivery options. Fnac+ members benefit from exclusive advantages including unlimited free delivery, making the subscription particularly attractive for regular customers.

Standard home delivery becomes free from €35 in purchases on fnac.com. This threshold applies to products sold and shipped by Fnac, excluding marketplace items and ticketing. For orders of new books reaching €35, delivery is charged symbolically at €0.01, in accordance with legislation on the single book price. Below this threshold, delivery charges apply based on the weight and volume of ordered items.

• Free delivery from €35: Standard threshold for free home delivery on products sold by Fnac
• Free delivery from €25: Reduced threshold applicable to software, video games, games and toys, CDs and DVDs/Blu-ray
• Free delivery from €15: Specific threshold for CDs, DVDs, and Blu-ray only
• Express delivery: Starting from €7.99 for accessories, €12.99 for technology devices, €19.99 for televisions
• Evening or 2-hour express delivery: Starting from €9.99 depending on product type and delivery area
• In-store pickup: Free regardless of order value

Express delivery rates vary depending on the product category ordered. For accessories and small items, 24-hour express delivery is offered starting from €7.99. Technology devices such as smartphones, computers, and connected objects incur express delivery charges of €12.99. For televisions and bulky products, the rate rises to €19.99 for express delivery. These rates include secure transport and hand delivery with signature.

Pickup point delivery is a cost-effective alternative to home delivery. Charges are generally lower compared to standard delivery and this option can even be free for Fnac+ members. The parcel is shipped to a nearby store partner of the Relais Colis network, where the recipient can pick it up at their convenience during business hours. This schedule flexibility and cost reduction make pickup point delivery a popular option for many customers.

The Fnac+ membership program is the ideal solution for customers making regular purchases on the site. For €10.99 the first year (then €14.99 per year on renewal), members benefit from unlimited free express delivery with no minimum purchase. This advantage applies automatically in the cart and covers delivery in stores, pickup points, and at home. Beyond free delivery, the Fnac+ card offers a 5% discount on a wide selection of products including books, high-tech, games, and photography, as well as preferential rates on entertainment.

In-store pickup via the Click & Collect service remains systematically free, regardless of order value. This option allows you to avoid shipping costs and benefit from fast product availability. The customer orders online, selects the pickup store, and collects their purchase once notified of availability. This free service encourages many customers to prioritize this delivery method, combining the advantages of online ordering and in-store pickup.

What are Fnac delivery options?

Fnac offers a complete range of delivery options to meet all customer situations and preferences. From standard home delivery to the fastest express services, through in-store pickup and pickup point delivery, the retailer adapts to different lifestyles and constraints. This flexibility is one of the pillars of the Fnac Darty group's omnichannel strategy.

Standard home delivery is the classic option for receiving your order directly at home. The parcel is shipped by Colissimo and delivered to the recipient or, if absent, to a neighbor or in the mailbox if the format allows. A delivery notice is left in case of absence, allowing the customer to reschedule delivery or collect their parcel at the post office. This option is perfect for non-urgent orders and customers who can be present during the day or have a suitable mailbox.

• Standard home delivery: Receipt in 2-3 business days, free from €35 in purchases, ideal for non-urgent orders
• Express home delivery: Receipt as early as the next day before 6 PM, Monday to Saturday, for priority purchases
• Evening delivery: Receipt the same day between 7 PM and 10 PM, perfect for customers working during the day
• 2-hour express delivery: Ultra-fast receipt within 2 hours, available in major urban areas
• Pickup point delivery: Collection at a nearby store during extended hours, economical and flexible option
• In-store Click & Collect: Free pickup in 1 hour at the Fnac store of your choice if the product is in stock

Express home delivery is for customers who need to receive their order quickly. Via Chronopost, the parcel arrives as early as the next day of shipment, before 6 PM. The recipient can track the shipment in real time using the tracking number and be informed of the delivery time slot. Express deliveries take place Monday to Saturday, and since 2017, some municipalities even benefit from Sunday delivery. This option is particularly appreciated for birthday gifts or last-minute purchases.

Evening delivery is an innovation addressing the constraints of busy customers. Available in Île-de-France for orders placed before 2 PM, this service allows you to receive your parcel the same day between 7 PM and 10 PM. No need to leave work or ask a neighbor to receive delivery: the courier comes in the evening when the customer is home. This schedule flexibility is a considerable advantage for city dwellers with busy schedules.

The 2-hour express delivery service pushes speed to its maximum. In about a dozen major urban areas, customers can receive their order within two hours of purchase. Dedicated couriers pick up the product from the nearest Fnac store and deliver it directly to the customer's home. This service, available for orders placed before 5 PM, meets emergency situations like a forgotten phone charger or a last-minute gift. Covered cities include Paris, Lyon, Marseille, Bordeaux, Lille, Nantes, Nice, Rennes, Rouen, Strasbourg, and Toulouse.

Pickup point delivery offers a practical alternative for customers often absent from home. The parcel is deposited at a nearby partner store where the recipient can collect it at their convenience. Pickup points are generally open with extended hours, including evening and Saturday, offering great flexibility. The customer is notified by email or SMS as soon as their parcel is available and has several days to collect it, with an ID and the pickup code received.

In-store Click & Collect at Fnac represents the fastest and most economical pickup option. The customer orders online, selects the store of their choice and, if the product is in stock at that location, can pick it up in just one hour. An email or SMS confirms the availability of the order at the pickup counter. This free service allows you to benefit from web prices while enjoying the convenience of the Fnac store network. Customers can also take advantage of their visit to ask vendors for advice or discover other products on the shelves.

What should I do if my Fnac order is lost or damaged?

Despite the rigor of Fnac's logistics processes and those of its partner carriers, it can happen that a parcel is lost, damaged, or does not match the order placed. In these situations, Fnac has established clear procedures to support its customers and find a satisfactory solution. It is important to know your rights and the steps to take to quickly obtain redress.

The first step in case of a problem is to contact Fnac customer service to report the incident and open a claim. This contact can be made by phone at the toll-free number 09 69 32 43 34, available Monday to Saturday from 9 AM to 7:30 PM. The advisor will acknowledge your request and, in most cases, propose an immediate solution: reshipment of the product or full refund of your order. It is recommended to have your order number and details about the problem at hand.

• Quick reporting: Contact customer service as soon as the problem is discovered, ideally within 48 hours of delivery
• Keeping evidence: Keep the original packaging and photograph any visible damage to the parcel or product
• Right of withdrawal: 14 days from receipt to return a non-conforming or damaged product
• Refund deadline: Fnac must refund within 14 days following cancellation or validated return
• Registered mail: Option to use if customer service response is unsatisfactory, to be sent to Consumer Service
• FEVAD mediation: Free recourse possible in case of persistent dispute with the retailer

It is essential to recall that under current regulations, the seller remains fully responsible for the parcel's proper receipt by the customer, whether they ensure delivery themselves or entrust its execution to a third-party carrier. In the event of a parcel lost or stolen during transport, it is therefore Fnac you should contact, not the carrier. The retailer must handle the claim and propose a solution, regardless of the relationships it maintains with its logistics providers.

If the initial contact with customer service is unsatisfactory, sending a registered letter with proof of receipt is the next step. This letter should be addressed to: Fnac - Consumer Service, Le Flavia, 9 Rue des Bateaux Lavoirs, 94768 Ivry-sur-Seine Cedex. It should reiterate the facts, steps already taken, and invoke the seller's full responsibility. This formalization of the request shows the customer's determination and generally triggers priority processing of the file.

In the event of a request to cancel an order due to non-delivery, Fnac has 14 days to proceed with full refund of amounts paid. After this period, penalties apply automatically: 10% of the amount for a delay of 30 days or less, 20% for a delay of 31 to 60 days, and 50% for delays exceeding 60 days. These legal provisions protect the consumer and encourage the seller to quickly process refund requests.

When a parcel is received damaged or empty, Fnac may ask the customer to provide certain documents: photos of the parcel and its contents, letter confirming receipt status, copy of ID and possibly proof of filing a report with the police. It is therefore recommended to never discard the original packaging before verifying the product's good condition and to systematically photograph any damage found. This evidence will facilitate claim processing.

If the dispute persists despite friendly settlement efforts, the customer can free of charge file a claim with the FEVAD mediator (e-Commerce and Distance Selling Federation). This neutral third party intervenes to propose a solution acceptable to both parties. File processing can take up to 90 days. As a last resort, for disputes involving amounts less than 4,000 euros, filing with the court registry allows you to request judicial intervention at no cost, via Cerfa form no. 11764*08.

How to contact Fnac?

Fnac provides its customers with several communication channels to answer all their questions and support them in their purchases or complaints. Whether seeking product information, tracking an order, reporting a delivery problem, or accessing after-sales service, the retailer offers contact methods suited to each situation and preference. Responsiveness and customer service quality are part of the brand's commitments.

Telephone remains the preferred channel for quick and personalized response. General customer service is available at 0892 35 04 05 (€0.40/min + call cost) Monday to Saturday from 9 AM to 7:30 PM. For after-sales service questions, a free number is available: 09 69 32 43 34, same hours. This toll-free number is particularly recommended for technical issues, complaints about defective products, or questions concerning warranties and repairs.

• Customer service phone: 0892 35 04 05 (€0.40/min), Monday to Saturday from 9 AM to 7:30 PM
• Free after-sales service phone: 09 69 32 43 34, Monday to Saturday from 9 AM to 7:30 PM, for technical questions and complaints
• Online chat: Available on fnac.com Monday to Saturday from 9 AM to 6:30 PM, access via the icon at the bottom right of the site
• Contact form: Accessible on fnac.com/contact, allows you to send a detailed request by email
• Social media: Twitter account @FnacVousAide dedicated to customer service, and Facebook for direct exchanges
• Postal mail: Fnac Consumer Service, Le Flavia, 9 Rue des Bateaux Lavoirs, 94768 Ivry-sur-Seine Cedex

Online chat is a practical alternative to exchange in real time with an advisor without making a phone call. This service is accessible on fnac.com Monday to Saturday from 9 AM to 6:30 PM. Simply click on the chat icon at the bottom right of the page to start a conversation. After asking your question, you are connected with the next available advisor. This contact method is particularly suited to quick questions or requests not requiring prolonged phone conversation.

For more complex requests or those requiring the submission of attachments, the email contact form is available on the fnac.com/contact page. Different thematic categories guide customers to the right contact person based on their request type: order and delivery, returns and refunds, after-sales service, loyalty program, etc. This structure efficiently directs requests and provides appropriate responses. Email response time is generally 24 to 48 business hours.

Fnac is also present and responsive on social media. The Twitter account @FnacVousAide is specifically dedicated to customer service and allows you to get help via direct messages or public mentions. On Facebook, the official Fnac page also allows you to communicate with the customer relations team. These channels are particularly appreciated by customers familiar with social media and wanting quick and informal communication.

Fnac stores are of course a direct and privileged point of contact. Each store has sales advisors to support customers in their purchases and answer their product questions. After-sales service areas welcome customers for defective product returns, technical diagnostics, and repair requests. For bulky or cumbersome items, it is recommended to make an appointment beforehand. The dense network of Fnac stores makes it easy to find a physical contact point near your home or workplace.

For formal complaints or disputes not resolved through usual channels, sending postal mail to Consumer Service remains the preferred route. The official address is: Fnac Consumer Service, Le Flavia, 9 Rue des Bateaux Lavoirs, 94768 Ivry-sur-Seine Cedex. A registered letter with proof of receipt is recommended for important requests, allowing you to retain proof of sending and receipt by Fnac.

Understanding tracking statuses

When tracking a Fnac parcel online, different statuses may appear to inform you of your order's progress. These statuses reflect the different stages of the process, from purchase validation to final delivery or in-store pickup. Here are the main statuses and their meanings: