FAQ Delivery

What should I do if my order is held up in customs?

If your order is held in customs, you will be contacted by customs to pay any fees. We recommend following the instructions provided by customs to quickly release your package.

How do I track my order?

Once your order has shipped, you will receive an email and/or text message with a tracking link to follow your package's progress in real time. Be sure to provide a valid phone number when creating your account.

What should I do if my package is damaged, opened or incomplete?

Upon receipt of your package, it is imperative to check its condition in the presence of the carrier, if possible. If the package is damaged, open, or clearly incomplete, you must:

If you accept the package without issuing any written reservations, it will be considered as 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 responsible for loss, theft, or damage occurring during transport if the package has been accepted without immediate notification. Any request for refund or reshipment will be considered on an exceptional basis, without contractual obligation.

Frequently asked questions about delivery with Mondial Relay

1. How do I track my package?

You can track your package directly on the official Mondial Relay website: Package tracking .

2. Why is my tracking number not working?

The tracking number is usually 8 digits long. If your number is 14 digits long, follow these steps:

• Delete the first two digits (often “14”).
• Use the next 8 digits as your 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 relay point.

Example: If your relay point is in Paris with the postal code 75001, enter these numbers in the second field.

4. When can I collect my package?

5. I have a problem with my tracking, what should I do?

• Telephone: Consult the Mondial Relay contact page .
• Email: support@mondialrelay.fr

How to choose a relay point with Mondial Relay?

1. Why choose delivery to a relay point?

Delivery to a relay point with Mondial Relay is an economical and practical option, allowing you to collect your package from a local store (supermarket, dry cleaners, etc.) at a time that suits you.

2. When and how to select a relay point?

After paying for your order on Siam Marketplace, if you have chosen delivery via Mondial Relay:

• You will be redirected to a page to select a relay point.
• Enter your postal code or city to see the list of available relay points.
• Choose the most convenient relay point (you can check the opening hours and address).

3. What happens if the chosen relay point is not available?

Sometimes, the selected relay point may not be available due to availability constraints, logistics, package size, or other decisions at Mondial Relay's discretion. In this case, Mondial Relay may assign another relay 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 relay point?

If you choose delivery via Mondial Relay but we do not receive your choice of relay point, Siam Marketplace will select a relay point by default. This choice will be based primarily on proximity to your home, while respecting the availability, logistics, or package size constraints imposed by Mondial Relay.

5. Can I change my collection point after ordering?

Once the order is confirmed, it is not possible to change the relay point. If you encounter any problems, 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 package within 14 days, it will be returned to our warehouse. We will contact you to arrange a redelivery or refund.