Leroy Merlin order tracking: delivery, returns and problems

Where does Leroy Merlin sell online?

Leroy Merlin belongs to ADEO, a home-improvement group. ADEO's list of its countries has no UK, Ireland, US, Canada or Australia: it names France, Spain, Italy, Portugal, Poland, Greece, Cyprus, Romania, Ukraine, Brazil, South Africa, China and Vietnam. ADEO runs a marketplace on its Leroy Merlin and Tecnomat sites in seven of them: Brazil, France, South Africa, Italy, Spain, Portugal and Poland.

The French site, leroymerlin.fr, says delivery abroad isn't available, and tells customers in Belgium, Switzerland and Luxembourg to use a French pickup point or collect from the nearest Leroy Merlin store. The rest of this guide covers leroymerlin.fr, with its French labels and a translation.

Who delivers my Leroy Merlin order?

It depends on the size of your order and on who sells it. Products show "Vendu par Leroy Merlin" (sold by Leroy Merlin) or "Vendu par" and the name of a marketplace seller:

Leroy Merlin picks the carrier for the weight and volume of your whole order. A freight carrier unloads at the foot of its truck: it doesn't carry goods inside. You need to give easy access for a 19- to 38-tonne truck.

Marketplace sellers ship from their own warehouses, to your home or sometimes a pickup point, never to a store, and leave goods at your outside door, at the kerb or at the nearest accessible point. A mixed order comes in separate deliveries: Leroy Merlin's items apart from each seller's.

1. Leroy Merlin's warehouse or storeMarketplace sellers ship their own
2. Colissimo, Mondial Relay or a freight carrierBulky items: the carrier calls first
3. Store pickup2 hours, or a locker with a code
4. YouCheck the goods before the driver leaves

Where is my Leroy Merlin tracking number?

Look in these places:

• Your account. On the site or in the app, open "Commandes et retours" (orders and returns) and pick the order. "Suivre mon colis" (track my parcel) opens the tracking. Your order number is there too, under the purchase date, and in the confirmation email.
• The shipping email. When Colissimo or Mondial Relay delivers, Leroy Merlin emails a tracking number as the parcel leaves. Leroy Merlin's terms say a delivery may get a parcel number; if not, your order number identifies it.
• Bulky items. The freight carrier contacts you to set the day.
• Marketplace sellers. The seller emails once to confirm the order, then again when it ships, with a tracking link. If that link doesn't work, ask the seller.
• Store pickup. A text or an email tells you when the order is ready. For a locker, you get both, with its place and a pickup code.

Other shops: find your tracking number. Not sure whose number you have? Type it here:

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

When nothing moves, it's usually one of these:

• Working days only. Delivery times count working days, without weekends or French public holidays, from the day after you pay by card. There's no weekend delivery unless your order summary says so.
• A bulky item. The freight carrier books a day with you, with no set time, before the deadline in your confirmation email.
• A split order. Items in one order can travel separately, and marketplace items always do. Check each tracking link.
• A closed pickup point. If your pickup point is shut or refuses the parcel, it goes to another one nearby.
• A marketplace seller. Each seller sets its own carrier and delivery times.

Leroy Merlin says it warns you if it learns of a delay. If the deadline passes, French law lets you set a reasonable extra delay in writing, then cancel if the order still doesn't come; Leroy Merlin then refunds you within 14 days. When waiting is still normal: tracking not updating and delivery times.

Leroy Merlin delivery options and costs

Leroy Merlin delivers in mainland France. Its delivery page leaves out Corsica and overseas France, while its terms add Réunion: check at checkout whether your address is served. Your basket shows the exact price before you pay. Some of Leroy Merlin's prices:

Longer or heavier parcels cost more, up to €199 for 5 t or more. For most parcels of 30 kg to 1.2 t, delivery to the room of your choice costs €30 more.

Store pickup. Free up to 1.2 t: book a pickup slot. Staff put bulky orders at the foot of your vehicle and you load them. Someone else can collect with your ID and the order number. If you don't come, Leroy Merlin reminds you, then cancels the order after 15 days. A locker keeps your order 3 days.

Pickup points. Bring ID and collect soon: Mondial Relay keeps parcels 5 calendar days, Colissimo 14. An uncollected parcel goes back and you're refunded. More: parcel lockers and pickup points and uncollected parcels.

Changes. To change the address of an order on its way, use the contact form; if it's too late and the new address is close by, Leroy Merlin tries to arrange it with the carrier. "Annuler ma commande" (cancel my order) shows under "Commandes et retours" only while cancelling is still possible. More: change the delivery address.

Leroy Merlin parcel missing, damaged or marked delivered: what to do

Look first, then report. In order:

1. 1Check the trackingOpen "Commandes et retours" and each "Suivre mon colis" link. Split orders and marketplace items come in separate parcels, so check them all.
2. 2Look around and askA small parcel can be handed over or left in your letterbox, so check it and ask your household and neighbours. After a missed-delivery notice, you have 15 days for a new delivery or a post office pickup.
3. 3Contact Leroy MerlinCall 03 59 57 46 04 (free), Monday to Saturday 8:00 to 19:00, or use the contact form or chat, with your order number. For a store purchase, call the store. For a marketplace item, use "Échanger avec le marchand" (talk to the seller) on the order.
4. 4Report a delivery problemLeroy Merlin calls this "déclarer un problème de livraison": an item or part missing, a broken item or the wrong one. Report it within 3 working days of delivery with the contact form and photos. After that, use "Déclarer un SAV" (online after-sales) for damage, customer service for missing or wrong items. Marketplace item: tell the seller, ideally within 3 days; if Leroy Merlin delivered it, use Leroy Merlin's form.
5. 5Refund or new itemIf the problem is confirmed, Leroy Merlin ships the items again while stock lasts, or cancels them and refunds you within 14 days, and pays for the return.

Bulky deliveries: check before you sign. Open and check the goods, quantity included, before the driver leaves. Write precise reservations on the delivery note, such as broken, wrong or missing items, take photos, then refuse the goods or accept them as they are, and confirm within 3 working days. Under Leroy Merlin's terms, "sous réserve de déballage" (subject to unpacking) has no legal value, and without precise reservations it can refuse an exchange or refund. If the driver won't wait while you check, write that on the note and have it countersigned.

Marketplace. Leroy Merlin says to raise any incident, late or damaged delivery included, with the seller, not through its contact forms. It also says it can step in as a trusted third party, so keep the conversation in your account. More: parcel marked delivered but not received, lost parcel and damaged parcel.

Returning a Leroy Merlin order

Leroy Merlin takes back its own items for 6 months after purchase, or 12 for members of its Leroy&Moi loyalty programme. For an online order, you can also withdraw within 14 days of receipt, and Leroy Merlin pays the return.

• Online. Under "Commandes et retours", click "Retourner un produit" (return a product) and download the return label. A label for the post office or a pickup point carries a number to follow the return. For a big item, a carrier calls within 3 working days to book a pickup, Monday to Friday, 8:00 to 18:00.
• In a store. Take the item, new, unused and in its original packaging, to any store with your receipt, invoice or loyalty card.
• Not returnable. Made-to-measure items such as a cut worktop, plants, unsealed items that can't come back for hygiene or safety reasons such as a toilet seat or an opened paint tin, goods sold loose or by the metre, display items and special orders.
• Refunds. Within 14 days of the return reaching Leroy Merlin's warehouse, to the payment method you used, with an email when it's done. A store return reaches an immediate-debit card within 72 hours, a deferred-debit one at the end of the month.
• Marketplace. You have 14 days from delivery, and a seller can give longer. Ask under "Commandes et retours": the seller gives the method and carrier, and you pay the postage unless its terms say otherwise. Marketplace items can't go back to a store.

To follow a return: returns tracking.

Can I track a Leroy Merlin parcel in Peek?

Yes, with the carrier's tracking number from the shipping email or "Suivre mon colis": paste it into Peek. Peek recognises most Colissimo numbers of a digit, a letter and 11 digits by their shape alone, like 6A12345678905 (made up).

Mondial Relay's numbers of 8, 10 or 12 digits share their shape with other carriers' numbers. Peek asks the likely carriers and shows the one that knows the number. If several know it, press "Choose"; if it shows the wrong one, press "Change" and pick the right carrier. For a freight carrier, next-day delivery or a marketplace seller's carrier, paste its number all the same: Peek follows more than 3,500 carriers. If your order comes in several parcels, add each number.

If a parcel changes carrier on the way and the first carrier names the one taking over, Peek keeps the history from the start and follows the new carrier. Peek shows what the carrier publishes. Claims, refunds and returns stay with Leroy Merlin or the seller.