General Questions

What is Mondial Relay?

Mondial Relay is a European parcel delivery service that operates through a network of relay pickup points (Point Relais). Rather than delivering directly to your home, parcels are deposited at and collected from local partner businesses such as shops and supermarkets.

Which countries does Mondial Relay serve?

Mondial Relay primarily operates in France, Belgium, Spain, Portugal, Luxembourg, and the Netherlands. Coverage and available services can vary by country, so always check the website for the most up-to-date information about your specific route.

Do I need an account to use Mondial Relay?

To send parcels directly through Mondial Relay, you'll need to create an account. However, if you're a recipient receiving a parcel sent by a retailer or another individual, you don't need an account — you just need your tracking number and collection code.

Collection & Delivery Questions

How long does Mondial Relay hold my parcel?

Relay points generally hold parcels for 10 working days from the date of arrival. You'll receive a notification when the parcel arrives, and possibly a reminder if you haven't collected it. After the holding period, uncollected parcels are returned to the sender.

Can someone else collect my parcel for me?

In most cases, yes — as long as they have the collection code (sent to the recipient by SMS or email) and, where required, a valid photo ID. Some relay points may ask for additional proof. Check the specific terms for your delivery.

What if the relay point is closed when I arrive?

Relay points are run by independent businesses with their own hours. If a point is unexpectedly closed, try again during their listed opening hours. If you believe the point is permanently closed, contact Mondial Relay customer service — they may be able to arrange an alternative collection.

Problems & Issues

My parcel hasn't arrived — what should I do?

First, check the tracking status on the Mondial Relay website using your tracking number. If the status shows your parcel should have arrived but hasn't, or if tracking has stopped updating for more than 48 hours, contact Mondial Relay customer service with your tracking number and the date of drop-off.

My parcel arrived damaged — what are my options?

If your parcel arrives damaged, document the damage with photos immediately and before leaving the relay point if possible. Contact Mondial Relay customer service to file a claim. If you purchased insurance or declared a high value at the time of booking, you may be entitled to compensation. Processing times for claims can vary.

I lost my collection code — how do I get it again?

Check your original SMS and email notifications. If you can't find it, contact the sender — they may be able to retrieve the booking details. You can also try contacting Mondial Relay customer service with proof of identity and your name and address.

Prohibited & Restricted Items

What items cannot be sent via Mondial Relay?

Mondial Relay prohibits sending several categories of items, including but not limited to:

  • Dangerous goods and hazardous materials
  • Illegal substances
  • Live animals
  • Perishable food items
  • Cash, bank cards, and negotiable instruments
  • Fragile items without adequate packaging (at sender's risk)

Always consult the full prohibited items list on the official Mondial Relay website before shipping anything unusual.

Account & Billing

How do I cancel or modify a booking?

Bookings can usually be cancelled or modified through your Mondial Relay account before the parcel is dropped off and scanned. Once the parcel is in the network, modifications may not be possible. Check your account dashboard or contact customer service promptly if you need to make changes.

How do I get a receipt or invoice for my shipment?

Invoices and booking confirmations are available through your Mondial Relay account under your shipment history. If you need a formal invoice for business purposes, you can usually download it as a PDF directly from the platform.