FAQ Delivery
What should I do if my order is stuck in customs?
If your order is held up in customs, you will be contacted by the customs authorities to pay any applicable fees. We advise you to follow the instructions provided by customs to release your package quickly.
How can I track my order?
Once your order has shipped, you will receive an email and/or SMS with a tracking link to follow your package's progress in real time. Please ensure you provide a valid phone number when creating your account.
What to do if a package is damaged, open or incomplete?
Upon receiving your package, it is essential to check its condition in the presence of the delivery driver, if possible. If the package is damaged, open, or clearly incomplete, you must:
- Refuse the package, or
- Make specific and detailed reservations on the delivery note or via the carrier's tracking tool.
If you accept the package without issuing written reservations, it will be considered compliant, which will limit any recourse against the carrier or Siam Marketplace.
What to do in case of loss, theft or damage during transport?
In accordance with Article L.221-15 of the French Consumer Code, Siam Marketplace's liability ends upon delivery of the package to the customer. If the package is delivered against signature or accepted without reservation, it is deemed to be in conformity. Siam Marketplace cannot be held liable for any loss, theft, or damage occurring during transport if the package was accepted without immediate notification. Any request for a refund or reshipment will be considered on an exceptional basis, without contractual obligation.
Frequently asked questions about delivery with Mondial Relay
1. How can I track my package?
You can track your parcel directly on the official Mondial Relay website: Parcel tracking .
2. Why isn't my tracking number working?
The tracking number usually has 8 digits. If your number has 14 digits, follow these steps:
- Remove the first two digits (often "14").
- Use the following 8 digits as the tracking number.
- Enter these 8 numbers in the first field of the tracking form.
3. What should I enter in the second field?
In the second field, enter the postal code of the chosen collection point.
Example: If your collection point is in Paris with the postal code 75001, enter these numbers in the second field.
4. When can I collect my parcel?
- When your parcel arrives at the chosen collection point, you will receive a notification by email or SMS.
- You have up to 14 days to collect your package.
5. I have a problem with my tracking, what should I do?
How to choose a collection point with Mondial Relay?
1. Why choose delivery to a collection point?
Delivery to a collection point with Mondial Relay is an economical and practical option, allowing you to collect your parcel from a local business (supermarket, dry cleaner, etc.) at a time that suits you.
2. When and how to select a collection point?
After payment for your order on Siam Marketplace, if you chose delivery via Mondial Relay:
- You will be redirected to a page to select a collection point.
- Enter your postal code or city to see the list of available collection points.
- Choose the most convenient collection point (you can check opening hours and address).
3. What happens if the chosen collection point is not available?
Sometimes, the selected collection point may not be available due to availability constraints, logistical issues, parcel size restrictions, or other decisions at Mondial Relay's discretion. In this case, Mondial Relay may assign an alternative collection point nearby. Siam Marketplace has no control over these changes and cannot intervene in this process.
4. What happens if I don't select a collection point?
If you choose delivery via Mondial Relay but we do not receive your preferred pick-up point, Siam Marketplace will select a default pick-up point. This choice will be based primarily on proximity to your home, while also respecting Mondial Relay's availability, logistical, and package size constraints.
5. Can I change my collection point after placing the order?
Once the order is confirmed, it is not possible to change the collection point. If you encounter a problem, please contact our customer service at support@siam-marketplace.com .
6. What happens if I don't collect my package on time?
If you do not collect your parcel within 14 days, it will be returned to our warehouse. We will contact you to arrange a new delivery or a refund.
