Fnac order tracking: carriers, delivery and problems

Where does Fnac sell online?

Fnac Darty lists these Fnac sites: fnac.com (France), fr.fnac.be and nl.fnac.be (Belgium, with a page for Luxembourg), fnac.ch (Switzerland), fnac.es (Spain) and fnac.pt (Portugal). There's no Fnac in the UK, the US, Germany, Austria or Poland; in Italy the group owns Unieuro, a chain under its own name. fnac.com's delivery page describes delivery in France and says nothing about other countries.

Belgium. The Belgian site, in French and Dutch, offers free store pickup within an hour and free delivery with the Carte Fnac, its membership. It has its own "Contactez-nous" (contact us) page.

Switzerland. fnac.ch has a French and a German site. Delivery is free from CHF 30, and store pickup is free. The membership is also called Carte Fnac: CHF 30 for 3 years, with a 30-day exchange or refund period. Help is at fr.fnac.ch/aide, or de.fnac.ch/hilfe in German.

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

Which carrier delivers my Fnac order?

It depends on the option you choose and who sells the item. According to Fnac:

Fnac's delivery page doesn't name the home delivery carrier. In its universal registration document, Fnac Darty says it sends standard parcels with carriers such as Colissimo, Chronopost or FedEx, and bulky products (TVs, large appliances) with its own network of Darty drivers.

On the Fnac Darty marketplace, more than 3,000 sellers are active, and each one ships itself. Fnac sets the shipping method by item price: up to €25 including VAT, you choose; from €25 to €200, it's tracked or signed for; above €200, it's signed for. Carriers Fnac offers its sellers include La Poste, Colissimo, Chronopost, Colis Privé, DPD, GLS, DHL, UPS, bpost, PostNL, Asendia and YunExpress. Order from several sellers and you get several parcels, each with its own carrier and, when it's tracked, its own number.

1. Fnac or a marketplace sellerEach seller sends its own parcel
2. Colissimo, Chronopost, a courier, Darty or the seller's carrierTracking is in "Mes commandes"
3. Relais Colis or a Fnac storeKept 9 days at Relais Colis
4. YouLetterbox, downstairs or the room of your choice

Where is my Fnac tracking number?

In four places:

• Your customer account. In "Mes commandes", open "Détails de la commande" (order details). That's where Fnac shows the tracking, for pickup point deliveries too.
• The Fnac app. It tracks your orders and parcels from your account, and shows the pickup code for store collection on its home page.
• Emails and text messages. Fnac tells you by email or text message when the parcel is ready at the pickup point. For a Darty delivery, a text message the day before gives a 2-hour slot, and another one says the driver is on the way.
• La Poste. In a laposte.fr account, "Mes suivis" (my tracking) can show Fnac parcels automatically: turn it on in "Gérer les paramètres" (manage settings).

Once you're logged in, the "expert commande" (order expert) on the contact page also answers tracking questions. Other shops: find your tracking number.

The carriers' numbers look like this:

Not sure what you have? Type it here:

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

Fnac gives these delivery times in France:

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

• Not sent yet. Depending on when you order, a Standard parcel leaves the same day or the next.
• No pickup point deliveries on Sunday or Monday. Fnac delivers to pickup points Tuesday to Saturday.
• No number. With "Normale" (normal) shipping, the seller ships without tracking. If a seller gives no number for a tracked shipment, Fnac waits 21 days before treating the order as received.
• No date or delivery time given. Under French law, the seller must then deliver within 30 days of your order.

If nothing moves, you can open an investigation with Fnac's carrier yourself from the 5th day (see below). When waiting is still normal: tracking not updating.

Fnac delivery options and costs

Fnac's delivery page lists no prices. What Fnac does say about cost:

Fnac+ costs €9.99 for the first year, then €14.99 a year, and renews automatically; you stop it under "Ma carte" (my card) in your account. Free express delivery applies in mainland France, on thousands of products sold by Fnac and Darty.

Home delivery. A small parcel goes in your letterbox. Otherwise, it's handed to anyone at the address, outside your house or at the foot of your building (against a signature for Express), and you carry it up yourself, TVs included.

Pickup point. Fnac tells you by email or text message when the parcel has arrived. Relais Colis keeps it for 9 calendar days, that is 7 working days; after that, it goes back to Fnac's warehouse and the order is refunded. To collect it, show an ID card, passport or driving licence; someone else can go with their ID and yours. If the packaging is damaged, Fnac advises refusing the parcel and contacting it for a new shipment or a refund. More: parcel lockers and pickup points.

Courier. For "En 2h chrono" or an appointment (a day and 2-hour slot you choose), the courier comes Monday to Saturday from 11 am to 7 pm and Sunday from 11 am to 6 pm, in 12 large cities including Paris, Lyon and Marseille. Each item page says whether it qualifies.

With installation. Darty delivers by appointment to the room of your choice, installs and sets up eligible appliances, and can take your old one away.

Fnac parcel not arrived or marked delivered: what to do

Look first, then report. In this order:

1. 1Check the trackingOpen "Mes commandes", then "Détails de la commande". For a pickup point, look for the email or text message saying it's ready: the parcel waits 9 days.
2. 2Look around and askA small parcel may be in your letterbox; a bigger one is handed to anyone at the address. Check the letterbox and ask whoever was in.
3. 3Contact FnacFrom the 5th day, click "Colis non livré" (parcel not delivered) in the order details. Customer service also answers by chat, Messenger or phone, Monday to Saturday from 9 am to 7:30 pm.
4. 4Fnac investigatesYour request opens an investigation with Fnac's carrier; customer service emails you the result within 7 to 10 days. La Poste and Relais Colis also send recipients back to the sender or the shop.
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.

For a marketplace item, use the "Marketplace : mes commandes et retours" (marketplace: my orders and returns) topic on the contact page. Fnac tells its sellers they are responsible for delivery, that tracking isn't proof of receipt (only your signature is), and that they must answer within 2 working days and solve a complaint within 8. If you say the parcel never came, you'll have to send the seller a signed statement saying so.

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

Returning a Fnac order

French law gives you at least 14 days to change your mind after buying online. At Fnac, the "Exercer mon droit de rétractation" (use my right of withdrawal) link opens your orders in your account, and Fnac advertises free returns in store. For a marketplace item, go through "Marketplace : mes commandes et retours". Where the return's tracking number is and when the money comes: returns and refunds.

Can I track a Fnac parcel in Peek?

Yes, with the carrier's tracking number. Copy it from "Mes commandes" and paste it into Peek. Peek recognises Colissimo numbers of a digit, a letter and 11 digits by their shape alone, as well as Chronopost numbers starting XR, XT, XU, XW, XY or PZ, Relais Colis numbers starting CC and UPS numbers starting 1Z. For a shape several carriers share, such as 14 digits at Relais Colis and DPD or 12 digits at FedEx and Colis Privé, Peek asks the likely carriers and shows the one that knows the number. If several know it, it asks you to choose; if it shows the wrong one, press "Change" and pick the carrier Fnac or the seller names.

Peek doesn't track Darty or courier deliveries: use the text messages and your Fnac account. 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; the card then shows that carrier and its number.

Peek shows what the carrier publishes. The "Colis non livré" investigation, refunds and returns stay in your Fnac account.