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Lost or Damaged La Poste Package? Here’s What to Do


Dealing with a lost or damaged La Poste package can be frustrating, leaving you feeling helpless and unsure of your options. However, knowing your rights and having a clear plan of action can make a significant difference in getting your package back or receiving compensation. This comprehensive guide will walk you through the steps to take when a La Poste package is lost or damaged, empowering you to navigate the process confidently.

Table of Contents

  1. Track Your Package
  2. Contact La Poste
  3. File a Complaint
  4. Insurance
  5. Alternative Solutions
  6. Legal Recourse
  7. Frequently Asked Questions

Track Your Package

The first step in dealing with a lost or damaged La Poste package is to confirm its status. La Poste provides a convenient tracking service that allows you to follow your package’s journey from the sender to your doorstep.

To track your package:

  • Visit the La Poste website and navigate to the tracking section.
  • Enter your tracking number, which should be provided by the sender.
  • The tracking information will show you the package’s current status, estimated delivery date, and any previous updates.

Understanding the tracking information is crucial. Look for key indicators like “delivered,” which means the package has reached its destination. If the status shows “not delivered,” it could indicate a problem. Carefully examine the tracking details for clues about the package’s whereabouts or any potential issues.

Contact La Poste

If your package is lost or damaged, it’s important to contact La Poste customer service immediately. They can provide assistance and guidance based on your specific situation.

Here’s how to reach La Poste customer service:

  • Phone: You can call La Poste customer service.
  • Email: Alternatively, you can send an email.
  • Online Form: La Poste also offers an online form for submitting inquiries.

When contacting La Poste, be prepared to provide the following information:

  • Tracking number: This unique code helps La Poste identify your package.
  • Date of shipment: This information allows La Poste to trace the package’s journey.
  • Sender’s information: Provide the sender’s name and address.
  • Description of the package: Briefly describe the contents and packaging of your package.
  • Details of the issue: Clearly state whether the package is lost, damaged, or facing another issue.

Remember to keep a record of all communication with La Poste, including the date, time, and content of each conversation. This documentation can be valuable if you need to escalate the issue or pursue further action.

File a Complaint

If you haven’t received your package or it has arrived damaged, filing a formal complaint with La Poste is essential. This complaint will document the issue and initiate the process for resolving it.

To file a complaint:

  • Visit the La Poste complaint website and complete the online form.
  • Provide all the necessary information about the package, including the tracking number, date of shipment, and description of the issue.
  • Be sure to include all relevant details and supporting documentation, such as photos of the damaged package, to strengthen your claim.

Filing a complaint increases the chances of a faster resolution and potential compensation. La Poste takes complaints seriously, and this official step demonstrates your seriousness in seeking a resolution.


Insurance for La Poste packages can provide financial protection in case of loss or damage. It’s crucial to understand the different insurance options and choose the appropriate coverage for your needs.

To purchase insurance:

  • Contact the sender before shipping the package to inquire about available insurance options.
  • Explain the value of the package and ask for the necessary insurance coverage.
  • Ensure you receive confirmation of the insurance policy and its terms and conditions.

Insurance policies typically cover:

  • Loss: If the package is lost during transit.
  • Damage: If the package is damaged during shipment.

The amount of compensation offered by insurance varies depending on the policy and the value of the package. Before filing a claim, carefully review the terms and conditions of your insurance policy to understand the coverage and limitations.

Alternative Solutions

In some cases, contacting the sender directly may resolve the issue. They may have more information about the package’s whereabouts or can initiate a search or replacement process.

If you used a payment platform like PayPal to make the purchase, you may also be able to open a dispute to request a refund or initiate a resolution.

However, these alternative solutions are not always effective and may require more time and effort. It’s essential to exhaust other options before exploring these alternatives.

Legal Recourse

In rare instances, if all other avenues for resolving the issue fail, you may consider pursuing legal action against La Poste. However, this option is generally recommended as a last resort, as it involves complex procedures and potential legal costs.

Before considering legal recourse, consult with a lawyer to assess your specific situation and understand the potential benefits and risks.

Frequently Asked Questions

What if my package is “delivered” but I haven’t received it?

It’s possible that the package was delivered to a different location or left in an unexpected place. Check with neighbours, review the delivery location details provided by La Poste, and consider searching in nearby areas. If you can’t find the package, contact La Poste customer service for further assistance.

What if my package is damaged?

Document the damage by taking clear photos and videos. This evidence will help you file a complaint and potentially an insurance claim. Contact La Poste customer service and file a complaint, explaining the extent of the damage. Follow their instructions for resolving the issue and potentially receiving compensation.

How long does it take to resolve a lost or damaged package issue?

The timeframe for resolving a lost or damaged package issue can vary depending on the complexity of the case. However, complex cases involving international shipments or legal recourse may take longer.

What if my package is shipped from outside France?

For international shipments, you may need to collaborate with La Poste in both the sending and receiving countries. Inquire about the specific procedures for international packages and the potential for international collaboration to resolve issues. Remember to gather all relevant documentation and contact La Poste customer service for guidance.


Dealing with a lost or damaged La Poste package can be a challenging experience. However, by following the steps outlined in this guide and staying informed about your rights, you can navigate the process effectively and increase your chances of resolving the issue. Remember to track your package, contact La Poste customer service, file a complaint, explore insurance options, and consider alternative solutions if necessary. By taking a proactive approach and exercising patience, you can increase your chances of recovering your package or receiving appropriate compensation.

If you have any further questions or experiences to share, please feel free to leave a comment below.