Relais Colis tracking

What is Relais Colis?

Relais Colis is a major parcel delivery operator in France, recognized as the historical pioneer of the pickup point delivery concept. Founded in 1969 under the name SOGEP, this company was originally created for La Redoute, a famous French mail-order retailer. At that time, recurring disruptions to traditional postal services, notably due to strike movements, made it necessary to develop a reliable alternative for parcel distribution to individuals.

The history of Relais Colis is closely linked to the evolution of distance commerce in France. In 1973, SOGEP was acquired by La Redoute and fully integrated into the group. It was in 1983 that Relais Colis revolutionized the logistics sector by inventing the pickup point delivery concept. This major innovation allows customers to collect their parcels from nearby retailers, offering unprecedented flexibility compared to traditional home delivery. This innovative formula achieved immediate considerable success and laid the foundation for a logistics model that would later be adopted by many competitors.

Over the decades, Relais Colis has been able to evolve and adapt to market changes. In the 1980s, the carrier took on the challenge of "48H Chrono" and then "24H Chrono", establishing itself as a pioneer in express B2C delivery. In 2006, the company launched delivery of heavy or bulky items to home, carried out by two delivery drivers with prior appointment. From 2011 onwards, Relais Colis opened more to the general public with the "Relais à Relais" offer, allowing individuals and small e-merchants to ship parcels from one pickup point to another.

• Creation date: 1969, under the name SOGEP, to meet the logistics needs of La Redoute
• Major innovation: Invention of the pickup point delivery concept in 1983, a world first
• Headquarters: Ivry-sur-Seine, in the Paris region
• Legal form: SAS with capital of 3,864,465 euros
• Annual volume: Approximately 40 million parcels delivered per year
• Network: More than 10,000 pickup points in France, including 8,500 physical locations and 1,500 lockers

Relais Colis' shareholding has undergone several important changes throughout its history. In 2014, the company left La Redoute and was taken over by new entrepreneur shareholders, with the company being 100% owned by its employees. In 2015, an ambitious five-year transformation plan was launched to modernize the network and services, and DHL entered the capital to support this development. More recently, in 2022, Relais Colis joined the French Walden group, a European specialist in health product distribution bringing together more than 6,000 employees across 16 countries. This integration opens new development perspectives for the carrier.

Today, Relais Colis positions itself as an essential player in last-mile logistics in France. With more than fifty years of experience in parcel delivery and its historical expertise in pickup points, the company continues to innovate to meet the growing demands of e-merchants and consumers. The company is led by Ivan Stempezynski as Chief Executive Officer.

In which countries does Relais Colis deliver?

Relais Colis primarily focuses its activities on French territory, where the company has developed a particularly dense and efficient logistics network. Metropolitan France constitutes the carrier's core historical market, with coverage extending from Île-de-France to the most remote regions of the country. The company has built its network so that 83% of the French population is located within 10 minutes of a Relais Colis pickup point, ensuring optimal accessibility for the vast majority of consumers.

Relais Colis' distribution network is organized around several complementary infrastructures distributed across the entire national territory. The company has 4 main hubs that handle the sorting and routing of parcel flows at the national level. These central platforms are complemented by 22 local agencies strategically distributed across the different French regions, notably in Île-de-France, in the Lyon, Lille and Bordeaux regions. This logistics organization makes it possible to optimize delivery times and guarantee efficient distribution across the entire territory.

• Metropolitan France: Complete coverage of the territory with more than 10,000 pickup points available
• Proximity network: 83% of the French population within 10 minutes of a pickup point
• Logistics infrastructure: 4 national hubs and 22 regional agencies for optimized distribution
• Physical pickup points: 8,500 partner retailers distributed across the entire territory
• Automated lockers: 1,500 lockers allowing pickup 24/7

Regarding international presence, Relais Colis has extended its network to Belgium since 2014 through local partnerships, notably with the Kariboo network. This cross-border expansion allows Belgian customers to benefit from the same pickup point delivery service as their French neighbors. However, unlike some of its competitors such as Mondial Relay which offers services to many European countries, Relais Colis maintains a strategy focused primarily on the French and Belgian market.

This geographic concentration allows Relais Colis to offer particularly high-performance service in its core territory. The company can thus guarantee competitive delivery times and maintain a high level of quality through its deep knowledge of the French market. For shipments to other European or international destinations, shippers will generally need to call on other carriers offering wider geographic coverage.

Relais Colis' territorial network relies on close collaboration with nearby retailers who serve as pickup and drop-off points. These partners, whether tobacco shops, small supermarkets, dry cleaners or other local businesses, play an essential role in the logistics chain. They ensure customer reception, parcel delivery upon presentation of identification and temporary storage of shipments awaiting collection.

What are the Relais Colis delivery services and timeframes?

Relais Colis offers a complete range of delivery services adapted to the different needs of e-merchants and individuals. The carrier's offering is structured around several formulas to meet both standard shipments and more specific requests in terms of speed or type of goods. This diversity of services is one of Relais Colis' major strengths in the French parcel delivery market.

Standard pickup point delivery service represents Relais Colis' core historical business. With this formula, the parcel is routed to the pickup point chosen by the recipient when placing their order. Once the parcel arrives at its destination, the customer receives an email or SMS notification informing them that their shipment is available and can be collected. Standard delivery timeframes are generally between 2 and 4 business days depending on the recipient's location and the shipment's origin. This service prioritizes economy and the convenience of collection at the customer's convenience.

For shipments requiring faster distribution, Relais Colis offers express delivery options that significantly reduce delivery times. These express services guarantee next-day delivery in the best conditions. The carrier announces delivery timeframes of 24 to 48 hours for its fastest services, positioning its express offering at market standards. These options are particularly suitable for urgent shipments where the recipient wants to receive their parcel as soon as possible.

• Standard Pickup Point Delivery: 2 to 4 business days, economical formula with collection at a partner retailer
• Express Delivery: 24 to 48 hours, for urgent shipments requiring fast distribution
• Relais Colis Max Service: Handling of bulky parcels with delivery to adapted pickup points accessible by car
• Home and Home+ Services: Home delivery for bulky items, with appointment scheduling and two delivery drivers
• Home++ Service: Premium home delivery including item placement in the room chosen by the customer
• Relais à Relais Service: Possibility for individuals to ship a parcel from one pickup point to another, ideal for private sales

Relais Colis also distinguishes itself by its ability to handle bulky parcels and large items. Through its dedicated offers such as Relais Colis Max, Home, Home+ and Home++, the carrier can deliver oversized shipments either to specially adapted pickup points or directly to the recipient's home. Home delivery of furniture or bulky items is done by appointment, generally with two delivery drivers to ensure item handling to the room chosen by the customer. These services meet the specific needs of e-merchants specializing in furniture, appliances or sports equipment.

The "Relais à Relais" service deserves particular attention as it opens the Relais Colis network to personal shipments by individuals. This service allows anyone to drop off a parcel at a nearby pickup point so it can be routed to another pickup point chosen by the recipient. This formula is particularly suitable for private sales, order returns or occasional shipments to loved ones. It offers an economical alternative to traditional delivery while benefiting from the reliability of the Relais Colis network.

It should be noted that the delivery timeframes announced by Relais Colis may vary depending on several factors. The geographic location of the recipient, periods of high activity such as year-end holidays or Black Friday, as well as any logistics complications can impact delivery times. The company states in its general terms and conditions that it does not provide compensation for delivery delays, inviting customers to anticipate their orders for time-sensitive shipments.

What are the rates and maximum dimensions accepted by Relais Colis?

The rates offered by Relais Colis vary depending on several parameters including parcel weight, dimensions, type of service chosen and shipment destination. The company adopts a differentiated pricing policy between individuals making occasional shipments and professionals shipping larger volumes. This flexibility allows Relais Colis to adapt to the needs of different user profiles while remaining competitive in the French market.

For individuals, Relais Colis offers attractive rates for pickup point shipments, with prices starting from 4.20 euros for the lightest parcels. The "Smart" option, available for an additional 0.50 euros, allows you to drop off your parcel at a pickup point without needing to print a label. A QR code is sent to the sender's smartphone and will be scanned directly by the pickup point retailer. This innovation significantly simplifies the shipping process for users without access to a home printer.

• Maximum weight allowed: 20 kilograms per parcel for standard shipments
• Maximum dimensions: 1m70 girth, meaning the sum of the three sides (Length + Height + Width)
• Basic individual rate: From 4.20 euros for a pickup point shipment
• Smart option without printing: 0.50 euros including tax additional for a QR code shipment
• Professional rate: From 3.33 euros excluding tax with the Relais Colis First offer for e-merchants

Professionals benefit from specific tariff conditions adapted to their shipping volumes. The Relais Colis First offer allows e-merchants to deliver their customers across the entire covered territory from 3.33 euros excluding tax per parcel. For companies shipping fewer than 10 parcels per month, Relais Colis applies standard professional rates. Beyond this threshold, the carrier's sales team proposes tailor-made solutions with negotiated pricing based on annual volume, average weight per parcel, product type shipped and desired delivery type.

Regarding parcel dimensions and weight accepted, Relais Colis imposes clear limits to guarantee proper handling of shipments in its network. The maximum weight allowed is set at 20 kilograms per parcel. For dimensions, the total girth, meaning the sum of the three sides of the parcel (Length + Height + Width), must not exceed 1m70. These restrictions ensure that parcels can be handled and stored without difficulty at partner pickup points, whose space is often limited.

For parcels exceeding these standard limits, Relais Colis offers specific services such as Relais Colis Max or Home offers intended for bulky items. These services allow handling of larger shipments with appropriate transport conditions. Rates for these special services are generally communicated on a quote basis depending on the precise characteristics of the shipment to be made.

It is recommended that shippers round up the weight of their parcel to the next kilogram to ensure reliable tariff estimation. Parcel packaging is also of particular importance: appropriate packaging protects the contents during transport and facilitates handling by logistics teams. Relais Colis may refuse to handle a parcel whose packaging is deemed insufficient or non-compliant with transport standards.

What are the Relais Colis delivery options?

Relais Colis provides its customers with a variety of delivery options designed to offer flexibility and convenience. The carrier has successfully evolved its offering over the years to meet changing consumer expectations, now offering several modes of parcel reception. This diversity allows each recipient to choose the delivery method best suited to their lifestyle and personal circumstances.

Pickup point delivery remains Relais Colis' flagship and historical option. The principle is simple: the parcel is routed to the partner retailer selected by the recipient when placing their order. Once it arrives, the customer has 10 days to collect their shipment, upon presentation of identification and the collection code received by email or SMS. Pickup points are generally located in nearby businesses offering extended opening hours, often wider than those of traditional Post Offices. This formula has the advantage of avoiding delivery problems in case of absence from home.

• Pickup point delivery: Parcel collection at a partner retailer within 10 days, during business hours
• Automated locker delivery: Collection 24/7 at one of 1,500 lockers in the network, via PIN or QR code
• Standard home delivery: Direct distribution to the recipient's address for Home services
• Home delivery by appointment: Prior appointment scheduling for bulky items with two delivery drivers
• Delivery with handling: Home++ service including item placement in the room chosen by the customer

Automated lockers, also called smart lockers, represent a major evolution in Relais Colis' offering. The network now has 1,500 lockers distributed across French territory, installed in strategic transit locations such as supermarkets, service station parking lots or residential buildings. These smart lockers allow parcel collection 24 hours a day, 7 days a week, offering maximum flexibility to recipients. The locker is unlocked using a unique code received by email or SMS, by scanning a personal QR code, or via the mobile app. Collection takes just a few seconds and does not require presenting identification.

For bulky parcels or items requiring special handling, Relais Colis offers home delivery services. The Home, Home+ and Home++ offers allow for direct home delivery of bulky items such as furniture, appliances or sports equipment. These deliveries are done by appointment, with the customer being contacted in advance to agree on a time slot. Two delivery drivers intervene to ensure proper handling of heavy items. The Home++ service goes further by including placement of the item in the room chosen by the customer.

Notifications are a key element of the Relais Colis delivery experience. Throughout the delivery process, the recipient is kept informed of parcel progress by email and/or SMS. These automatic alerts notably indicate parcel pickup, arrival at the distribution agency, availability at the pickup point or locker, and remind of the collection deadline. This proactive communication allows the customer to plan the collection of their shipment with confidence.

In case of absence during a home delivery attempt, Relais Colis can offer to reschedule another visit or redirect the parcel to a nearby pickup point. This flexibility avoids the inconvenience of missed deliveries and offers a practical fallback solution for the recipient. The online tracking system allows real-time monitoring of these different steps and enables you to know the status of your parcel at any time.

What should I do if my Relais Colis parcel is lost or damaged?

In case of a problem with a Relais Colis parcel, whether loss, damage or harm, there is a defined complaint procedure allowing you to assert your rights. The procedure to follow differs slightly depending on whether you ordered from an e-commerce retailer using Relais Colis services or directly from the carrier's website. In any case, it is important to act quickly as strict deadlines apply for filing complaints.

If you placed an order with an e-commerce site and your parcel was delivered by Relais Colis, the first step is to contact the seller's customer service. Indeed, it is the retailer that contracted with the carrier that is your primary contact for any complaints. The e-merchant will then handle your request with Relais Colis and provide you with a solution, whether a reshipment or refund.

• Complaint deadline: Maximum 3 business days after receiving the parcel to report a problem
• Deadline for providing documentation: Maximum 5 business days after receipt to submit required documents
• Documents to provide: Order invoice, photos of packaging with visible label and photos of damaged product
• Processing deadline: Maximum 30 days from receipt of complete file
• Contact form: Available on relaiscolis.com in the Contact section

For orders placed directly on the relaiscolis.com website, the complaint must be made via the site's contact form. The buyer has a maximum deadline of three business days from receiving the parcel to file a complaint. They then have an additional five business days to submit all required supporting documents. These documents necessarily include the order invoice, photographs of the packaging with the delivery label visible, and photos of the damaged product if applicable.

In case of a parcel visibly damaged when collected at a pickup point, it is recommended to immediately file a reservation with the retailer. They must note information about the observed damage on their scanner. If the parcel's condition indicates significant damage to the contents, the recipient has the possibility to refuse the parcel outright. This precaution is essential as it greatly facilitates subsequent complaint handling.

Regarding compensation, Relais Colis distinguishes between two scenarios depending on whether the sender subscribed to the additional "ZEN option" insurance. Without insurance, if Relais Colis' responsibility is established, compensation is set as a fixed amount of 25 euros per parcel as credit on the Relais Colis prepaid account, or 20 euros per parcel in case of reimbursement by check. This choice is firm and final.

With subscription to the "ZEN option" insurance, compensation may cover a larger portion of the parcel's value. However, reimbursement may in no case exceed the market value of the product on the date of the claim. Compensation takes into account the product's depreciation, meaning depreciation resulting from its age and use, with a maximum depreciation set at 70%. The provision of the original digital invoice of the product is mandatory for any compensation claim with the ZEN option.

Relais Colis has 30 days from receipt of the complete file to validate and close the complaint. After opening the complaint email, the company undertakes to provide an initial response within 48 hours. It is important to keep all elements relating to the shipment (tracking number, order confirmations, proof of purchase) until the dispute is definitively resolved.

Does Relais Colis handle international shipments and customs procedures?

Relais Colis focuses most of its activities on the French market and offers limited international coverage compared to other sector players. The carrier has made the strategic choice to specialize in its domestic market where it has recognized expertise and a high-performance logistics network. This focus allows Relais Colis to offer quality service on French territory while maintaining competitive rates.

Regarding cross-border shipments, Relais Colis has ensured presence in Belgium since 2014 through partnerships with local networks such as Kariboo. Belgian customers can thus benefit from the pickup point delivery service under modalities similar to those practiced in France. This expansion to Belgium currently constitutes Relais Colis' main international offering, allowing parcel exchanges between these two neighboring countries.

• Metropolitan France: Complete territory coverage with all services available
• Belgium: Pickup point delivery service available via partnership with local network
• Other European countries: No direct service, need to use other carriers
• Shipments outside Europe: Not handled by Relais Colis

For shipments to other European or international destinations, Relais Colis does not offer a direct solution. Shippers wishing to send parcels to Germany, Spain, Italy or other countries will need to turn to carriers with wider geographic coverage. Players such as Mondial Relay, Colissimo, Chronopost or DHL offer services to many destinations in Europe and worldwide.

Regarding customs procedures, the question arises mainly for shipments to or from Belgium. The exchange of goods between France and Belgium takes place within the European Union and is not subject to traditional customs procedures. Parcels circulate freely between these two member countries without customs declaration or duties to pay, which greatly simplifies cross-border shipments.

For e-merchants with international delivery needs, it is possible to combine Relais Colis services for France with those of other carriers specializing in international shipping. This multicarrier approach allows you to benefit from each provider's expertise in their preferred market while offering extended geographic coverage to end customers. Many logistics platforms today facilitate the management of these multicarrier shipments.

It should be noted that restrictions on prohibited or regulated goods also apply to shipments to Belgium. Certain products such as hazardous materials, perishable items, valuables or goods subject to specific regulations cannot be shipped via the Relais Colis network. It is advisable to check the carrier's terms and conditions before any shipment to ensure parcel contents compliance.

How to contact Relais Colis?

Relais Colis provides its customers with multiple communication channels to answer their questions, handle their complaints or assist them in their parcel shipping procedures. The carrier's customer service is accessible via different means suited to each person's preferences, whether by phone, email, online form or social media. This multiplicity of contact points aims to guarantee a quick and efficient response to user requests.

The telephone is the preferred means of contact for obtaining immediate assistance. Relais Colis customer service can be reached at 09 70 25 22 31, charged at the rate of a local call. Advisors are available Monday to Friday from 8:00 AM to 5:30 PM and Saturday from 9:00 AM to 12:00 PM. For calls from abroad, the number to call is +33 970 252 231. These extended hours allow you to contact customer service at times compatible with most schedules.

• Phone: 09 70 25 22 31 (local call rate), Monday to Friday 8 AM to 5:30 PM and Saturday 9 AM to 12 PM
• Individual email: [email protected] or [email protected]
• Professional email: [email protected] for commercial requests
• Online form: Accessible on relaiscolis.com in the "Contact us" section
• Postal address: Relais Colis, Cap de Seine Building, 43-47 Boulevard Paul Vaillant Couturier, 94200 Ivry-sur-Seine
• Facebook: Official Relais Colis page for messages and comments
• Twitter: @relais_colis account for quick interactions

For written requests, several email addresses are available depending on the nature of the request and the sender's profile. Individuals can write to [email protected] or [email protected] for any questions relating to a shipment, parcel tracking or complaints. Professionals and e-merchants seeking commercial information or a quote are invited to use the [email protected] address dedicated to B2B relations.

The Relais Colis website also offers an online contact form allowing you to submit your request in a structured manner. To access it, simply go to the home page of the site and click on "Contact us" at the bottom of the page. The form invites the user to specify the reason for their request, their complete contact details, the parcel number concerned and the name of the sending company if applicable. This procedure allows customer service to efficiently process the request by having all necessary information.

Before contacting customer service, it is recommended to consult the FAQ (Frequently Asked Questions) available on the Relais Colis website. This very comprehensive section answers the most common questions about parcel tracking, delivery timeframes, collection conditions, complaint procedures and many other topics. Consulting the FAQ often provides an immediate answer without having to wait for your request to be processed by an advisor.

Finally, Relais Colis is present on social media where the carrier's teams can answer user questions. The official Facebook page and @relais_colis Twitter account allow you to interact with the brand informally and sometimes get quick answers to simple questions. These channels are also used by Relais Colis to communicate about its news, new services and any network disruptions.

Understanding tracking statuses

When you track a Relais Colis parcel online, different statuses may appear to inform you of your delivery progress. These tracking messages correspond to the different steps taken by your parcel from shipment to final delivery. Here are the main statuses and their meanings: