Cdiscount order tracking: carriers, delivery and problems

Where does Cdiscount sell and deliver?

Cdiscount has one site, cdiscount.com, in French. It delivers to mainland France, Corsica included, Belgium, Germany, Spain, Italy, Luxembourg, the Netherlands, Portugal, Ireland and Austria. The UK, the US, Canada, Australia and Switzerland aren't on the list.

Ireland. Chronopost delivers small parcels to your door from €12.99; Mondial Relay isn't offered. Cdiscount's shipping page also lists a Chronopost pickup point for €9.99, but its terms list pickup points only for France, Belgium, Germany, Spain and Luxembourg: checkout shows what your address can get. Customer service has a free Irish number, 1 800 83 22 86.

Belgium and Luxembourg. Chronopost from €6.99, Mondial Relay pickup points €2.99, and free small parcels with the Cdiscount à volonté membership. Belgium is the only country outside France that gets large items over 30 kg.

Marketplace items go abroad only to Belgium, Italy, Germany, Spain and Luxembourg, including those Cdiscount ships for sellers, so not to Ireland. International marketplace orders go only to the door.

Everywhere else, including France's overseas departments, Cdiscount points you to ColisExpat, its reshipping partner, for products under 30 kg: you have the order delivered to ColisExpat near Paris, then pick the onward shipping on its site. That shipping costs extra, and any import duties and taxes, such as customs duty and VAT, are yours to pay. Cdiscount only delivers as far as ColisExpat: your time to change your mind starts when ColisExpat receives the parcel.

The rest of this guide uses France as the worked example, with Cdiscount's French labels and a translation.

Which carrier delivers my Cdiscount order?

It depends on the option, the parcel's size and who ships it. For Cdiscount, a small parcel weighs under 30 kg and measures under 2 m in length + width + height; anything bigger is a large parcel. According to Cdiscount:

The marketplace has 10,000 sellers. Your order says who ships:

• "Vendu et expédié par Cdiscount" (sold and shipped by Cdiscount). Cdiscount packs and delivers.
• "Vendu par seller et expédié par Cdiscount" (sold by the seller, shipped by Cdiscount). Cdiscount stores, packs and delivers it, with its own options and prices.
• "Vendu et expédié par seller" (sold and shipped by the seller). The seller ships it, with or without tracking ("sans suivi de colis"). Only tracked shipping gives you a number.

1. Cdiscount's warehouse or a marketplace sellerEach seller sends its own parcel
2. Colissimo, Chronopost, DPD, Mondial Relay or the seller's carrierTracking is in "Mes commandes"
3. Pickup point or lockerKept 3 to 15 days depending on the carrier
4. YouLetterbox, signature or appointment

Where is my Cdiscount tracking number?

In two places:

• Your customer account. In "Mes commandes", pick your order. It goes from "En cours de validation" (being validated) and "Validée" (validated) to "En cours de préparation" (being prepared), "Expédiée" (shipped) and "Livrée" (delivered). "Suivre ma livraison" (track my delivery) shows each parcel's number.
• Emails and text messages. The shipping email names the carrier and the expected date; the full tracking is then on the carrier's site. The carrier writes by email or text message, and sends a locker's opening code the same way.

Other shops: find your tracking number.

Numbers from Cdiscount's carriers look like this:

Not sure what you have? Type it here:

Why is my Cdiscount order late, or why isn't tracking moving?

Cdiscount gives these delivery times in mainland France:

When tracking stands still, it's often because of one of these:

• Not sent yet. "En cours de validation" and "En cours de préparation" come before "Expédiée".
• A faraway seller. A marketplace item's delivery time is the seller's. Cdiscount counts 10 to 20 working days for a standard parcel shipped from outside Europe.
• No number. With delivery "sans suivi de colis", there's nothing to track.
• No date or delivery time given. Under French law, the seller must then deliver within 30 days of your order.

If the delay drags on, report it in your account or to customer service, and Cdiscount looks for the cause. When waiting is still normal: tracking not updating.

Cdiscount delivery options and costs

Prices for parcels Cdiscount ships, by the value of each parcel:

The free threshold counts per parcel, and an order from several sellers makes several parcels. A seller who ships itself sets its own prices: add the item to your basket to see its options.

Cdiscount à volonté (Cdiscount as much as you like), the membership in the table, costs €29 a year after a 6-day free trial. Its prices apply to eligible small parcels, at home or at one of 25,000 pickup points. It promises "Rentabilisé ou Remboursé" (pays for itself or refunded): if you save less than €29 in a year, the difference goes into your Cdiscount credit. You stop it under "Mon abonnement à volonté".

Home delivery. A small parcel comes against a signature or into your letterbox; DPD gives a 3-hour slot that morning. If you're out, a notice says where to collect it; a parcel left uncollected goes back to Cdiscount and you're refunded automatically.

Pickup point or locker. Bring ID. The parcel waits 5 days at Mondial Relay, 7 at Chronopost and 3 working days in a Chronopost locker; the email saying it's ready gives the exact deadline. Someone else can collect it with a signed authorisation, your ID and theirs. Once a locker code is used, no delivery claim is possible. More: parcel lockers and pickup points and uncollected parcel.

Large items. Always by appointment: "Livraison devant chez vous" (at the foot of the building), "Livraison chez vous" (in the room of your choice) or "Livraison et installation chez vous" (installed; appliances and TVs, not in Corsica). The driver calls 30 minutes ahead. C Chez Vous large-parcel pickup points keep it 15 days, or 7 with Express.

Cdiscount parcel not arrived or marked delivered: what to do

Look first, then report. In this order:

1. 1Check the trackingIn "Mes commandes", open "Suivre ma livraison", then the tracking of the carrier named in the shipping email. An order can arrive in several parcels.
2. 2Look around and askLook for a delivery notice. Check with a neighbour or the caretaker, in your letterbox, garden or a sheltered spot, and ask the carrier.
3. 3Contact CdiscountStill nothing 24 hours after the delivery date shown? In "Suivre ma livraison", click "Je n'ai pas reçu mon colis" (I didn't receive my parcel), within 30 days of that date. Or call 09 70 80 90 50 (1 800 83 22 86 from Ireland), from 9 am, Saturdays included.
4. 4Cdiscount steps inFor a parcel Cdiscount shipped, Cdiscount undertakes to find the cause of the delay and a way to deliver. For a seller who ships itself, your claim goes to the seller from "Mes commandes"; if the seller doesn't answer or doesn't settle it, Cdiscount may step in, and the seller must accept the solution it finds.
5. 5Refund or new itemUntil you, or someone you named, have the parcel in hand, the seller carries the risk under French law. If it stays lost, ask for a refund or a new shipment.

Who to contact depends on who ships:

Seller silent for 2 working days, or not happy with the answer? In "Mes messages", click "Demandez l'intervention de Cdiscount" (ask Cdiscount to step in). The seller then has 2 more working days; failing that, Cdiscount may call you. La Poste and Relais Colis also send recipients back to the sender or the shop. Last resort: the FEVAD consumer mediator, which Cdiscount belongs to.

A phone, laptop or tablet may come with a code sent by email: once the code is used, you can't make a delivery claim. Damaged parcel? Write reservations on the delivery slip or refuse it, and tell Cdiscount, preferably within 14 days, so it can investigate with the carrier.

More: delivered but not received, lost parcel and damaged parcel.

Returning a Cdiscount order

French law gives you at least 14 days to change your mind after buying online; Cdiscount counts them from delivery. In "Mes commandes", click "Retourner ou échanger des articles" (return or exchange items). You usually get a prepaid Relais Colis, Colissimo or Mondial Relay label; if you changed your mind, its cost comes off the refund. Large items are collected free by appointment; if you changed your mind, you pick and pay a carrier yourself. From Ireland or another country, you start the return the same way. Cdiscount refunds or resends within 48 hours of getting the return; card and PayPal refunds take 5 to 7 working days. Marketplace sellers give their own label or address. More: returns and refunds.

Can I track a Cdiscount parcel in Peek?

Yes, with the carrier's number: copy it from "Suivre ma livraison" or the shipping email and paste it into Peek. Peek recognises these by their shape alone: Colissimo numbers of a digit, a letter and 11 digits, Chronopost numbers starting XR, XT, XU, XW, XY or PZ, Relais Colis numbers starting CC, DPD France numbers of 250 and 12 digits, and C Chez Vous numbers.

For a shape several carriers share, such as 8 digits at Mondial Relay and others, or 14 digits at DPD and Relais Colis, Peek asks the likely carriers and shows the one that knows the number. If several know it, press "Choose" and pick the one in the shipping email; if it shows just one and it's the wrong one, press "Change".

If a seller's parcel changes carrier on the way and the first carrier names the one taking over, Peek keeps the history from the start and switches once the new carrier's own tracking moves. Peek shows what the carrier publishes; reports, refunds and returns stay in your Cdiscount account.