Question 1

How do I log into my account?

Accepted Answer

To log into your account, you simply need to: Click on Sign Up/Login then Login
Enter your login credentials and click on Login.
If you do not have credentials, you must create your account.
For security purposes, you may need to accept a captcha to verify the login to your account. To do this, you must select all the photos related to the requested theme (e.g., trains); this selection step must be done twice.

Question 2

How do I create my account?

Accepted Answer

To create your account:
Click on "Sign Up/Login", then "Sign Up"
Enter your personal email address to set a username
Enter the code sent by email to secure the account creation
Set a password
Enter your phone number and postal address
Enter your personal information and click on Create my account

Question 3

How do I reset my password?

Accepted Answer

If you have lost or forgotten your password, you can reset it or log in without a password. From the login page, click on the "Forgot Password" link.
If you choose to reset your password: Enter your login email address
You will receive an email with a link allowing you to reset your password
Note: this link is valid for 10 minutes; after this time, you will need to renew your request.

Question 4

How do I change my personal information?

Accepted Answer

You can change your personal information by going to your Customer Area.
Once logged into your account: Click at the top right on My Account, then My Profile.
In your profile management area, access your personal information.
Update your personal data: first name, last name, postal address, phone number.
Click on Save to validate your changes.

Question 5

What should I do if my username or password does not work?

Accepted Answer

If your username or password does not work or if you have not received a registration confirmation email, first check the information you entered.
If the problem persists, you can contact Customer Service: By email, via the contact form
By phone at +33 5 53 03 19 25 from Monday to Friday, from 9 AM to 6 PM (French metropolitan time)*
*(Charges billed by the local operator may apply)

Question 6

How can I delete my account?

Accepted Answer

Log into your account, then go to the profile section and click on "Delete my account".
Once your account is deleted, you will no longer have access to your Customer Area: order histories, invoices.
However, all ongoing orders remain active despite the account deletion.
Therefore, remember to retrieve all the documents you need, as our Customer Service will not be able to provide them after the termination of your account.

Question 7

Can I modify/cancel my order (add or remove products)?

Accepted Answer

Before payment validation, you have the option to modify and/or cancel your order from your cart on the Site.
After my payment, an order confirmation email is sent to you by email. You cannot modify your order. If you wish to add one or more products, we invite you to place a new order. If you wish to return one or more products from your order, you can exercise your right of withdrawal within 14 days of receiving your order.

Question 8

How do I return products I do not wish to keep?

Accepted Answer

You have a right of withdrawal of 14 calendar days for products sold on the Site.
This withdrawal period starts 14 days from the receipt of the Product.
The Customer can exercise their right of withdrawal on the site under the contact reason "Right of withdrawal", at the following address, specifying their order number, the date of receipt of the order, the description of the products to be returned, or by attaching and completing the withdrawal form present in the annex of the T&Cs, or by sending an unambiguous declaration expressing the wish to withdraw.
For any exercise of the right of withdrawal, La Poste will send an acknowledgment of receipt of the withdrawal request for the products, as well as the return modalities of the products.
It is the Customer's responsibility to return the Products subject to their right of withdrawal under the conditions specified by La Poste.
Regarding the return costs of the products:
For the following countries, La Poste will send the Customer a prepaid Colissimo label to their email address, which the Customer can use to return the Products.
For other countries, the Customer must return the Products at their own expense, and La Poste will reimburse the return costs.

Question 9

When will I be refunded for the products I do not wish to keep and have returned?

Accepted Answer

After you have returned the products, you will be refunded upon receipt of the products by our services with the same payment method used for your order.

Question 10

I want to cancel my order and/or exercise my right of withdrawal, what can I do?

Accepted Answer

Before payment validation:
You have the option to cancel your order from your cart.
After payment validation:
You have 14 days from the receipt of your products to cancel your order by making a return request for your products: On the site under the contact reason "Right of withdrawal", at the following address, specifying your order number, the date of receipt of the order, the description of the products to be returned, or by attaching and completing the withdrawal form present in the annex of the T&Cs, or by sending an unambiguous declaration expressing the wish to withdraw.
By phone at +335 53 03 19 25 from Monday to Friday, 9 AM to 6 PM (French metropolitan time).*
For any exercise of the right of withdrawal, La Poste will send an acknowledgment of receipt of the withdrawal request for the products, as well as the return modalities of the products.
* Local provider charges may apply

Question 11

How can I return the products after canceling the order?

Accepted Answer

It is the Customer's responsibility to return the products subject to their right of withdrawal under the conditions specified by La Poste. Regarding the return costs of the products: For the following countries, La Poste will send the Customer a prepaid Colissimo label to their email address, which the Customer can use to return the products. This label is to be used at a postal contact point.
For other countries, the Customer must return their products by Colissimo (or, if not possible, by an equivalent means), and La Poste will reimburse the return costs. If the Customer wishes to return the products by a more expensive method, the price difference will be at the Customer's expense.

Question 12

When will I be refunded after canceling my order?

Accepted Answer

After you have returned the products and they have been received and their good condition verified by our services, the refund will be triggered.

Question 13

My order is incomplete, what can I do?

Accepted Answer

We invite you to contact us as soon as possible after receiving your products to optimize the processing of your request: On the site via the contact form
By phone at +335 53 03 19 25 from Monday to Friday, 9 AM to 6 PM (French metropolitan time). Local provider charges may apply.
Thank you for attaching a sworn statement with a copy of your ID, as well as a photo of the package before opening.
Once your request is registered, the Commercial Customer Service will verify your order and proceed with a refund of the missing items, if applicable.

Question 14

My order is defective, what can I do?

Accepted Answer

In case of a defective order (packaging, stamps, other products), you must contact La Poste as soon as possible after receiving your products to file your complaint: On the site via the contact form
By phone at +335 53 03 19 25 from Monday to Friday, 9 AM to 6 PM (French metropolitan time). Local provider charges may apply.
Thank you for attaching a written sworn statement, specifying the products that have suffered damage, a copy of your ID, a photo of the package before opening, as well as a photo of the damaged products.
Once your complaint is registered, the Commercial Customer Service will verify the submitted elements and a refund will be made, if applicable.
It is the Customer's responsibility to return the defective products under the following conditions:
For the following countries, La Poste will send the Customer a prepaid Colissimo label to their email address, which the Customer can use to return the products. This label is to be used at a postal contact point.
For other countries, the Customer must return their products by Colissimo (or, if not possible, by an equivalent means), and La Poste will reimburse the return costs. If the Customer wishes to return the products by a more expensive method, the price difference will be at the Customer's expense.

Question 15

My order contains one or more products I did not order, what can I do?

Accepted Answer

Please contact the Commercial Customer Service. For more information, consult the question "I do not wish to keep the products received by mistake and want them to be billed, what can I do?"
If you wish to keep the products that were sent to you by mistake: these will be billed to you.

Question 16

I do not wish to keep the products received by mistake and want them to be billed, what can I do?

Accepted Answer

You must contact La Poste as soon as possible after receiving your products to file your complaint: On the site via the contact form
By phone at +335 53 03 19 25 from Monday to Friday, 9 AM to 6 PM (French metropolitan time). Local provider charges may apply.
Thank you for returning the products received in excess under the following conditions: For the following countries, La Poste will send the Customer a prepaid Colissimo label to their email address, which the Customer can use to return the products. This label is to be used at a postal contact point.
For other countries, the Customer must return their products by Colissimo (or, if not possible, by an equivalent means), and La Poste will reimburse the return costs. If the Customer wishes to return the products by a more expensive method, the price difference will be at the Customer's expense.

Question 17

I have not received an order confirmation email, what can I do?

Accepted Answer

Once your order is completed and validated, an order confirmation email is sent to you. If it has not arrived within 24 hours: Check your SPAM folders.
Check the transaction flow.
Consult your orders in the My Purchases section from the homepage of your Customer Area.
If these checks do not succeed, contact our Commercial Customer Service: On the site via the contact form
By phone at +335 53 03 19 25 from Monday to Friday, 9 AM to 6 PM (French metropolitan time).
* Local provider charges may apply

Question 18

How can I track my order?

Accepted Answer

You can track the shipment of your package on our online tracking tool: https://www.laposte.fr/outils/suivre-vos-envois . To do this, enter your tracking number (11 to 15 characters) in the designated area, without spaces and in uppercase letters.
You will find your tracking number in the shipping confirmation email of your order.

Question 19

When and how should I pay customs duties and taxes?

Accepted Answer

Customs duties and taxes are not included and billed when placing your order on our website. These are to be paid locally upon delivery of your order or with your postal operator.

Question 20

How can I view my order history?

Accepted Answer

You can view your purchase history at any time by logging into your account, then going to My Profile, and My Orders.

Question 21

From what purchase amount are shipping costs waived?

Accepted Answer

Shipping costs are waived depending on the purchase amount and geographical zone:
Zone Preparation/Shipping Costs Threshold from which shipping costs are waived
Zone 1* 6 € 60 €
Zone 2* 6 € 60 €
Zone 3* 8 € 60 €
Zone 4* 8 € 60 €
Zone 5* 10 € 80 €
Zone 6* 10 € 80 €
Zone 1: Germany, Belgium, Luxembourg, Netherlands
Zone 2: Austria, Spain, Gibraltar, Guernsey, Isle of Man, Italy, Jersey, Portugal, Republic of Ireland, United Kingdom, Saint Martin
Zone 3: Denmark, Estonia, Greenland, Hungary, Faroe Islands, Latvia, Liechtenstein, Lithuania, Poland, Czech Republic, Slovakia, Slovenia, Sweden, Switzerland
Zone 4: Albania, Algeria, Armenia, Azerbaijan, Belarus, Bosnia and Herzegovina, Bulgaria, Cyprus, Croatia, Spain specific territories (Balearic Islands, Canary Islands, Ceuta, Melilla), Finland, Georgia, Greece, Iceland, Kosovo, Macedonia, Malta, Morocco, Moldova, Montenegro, Norway, Portugal Madeira, Azores, Romania, Serbia, Tunisia, Turkey, Ukraine
Zone 5: Australia, Canada, China, South Korea, USA, Hong Kong, India, Israel, Japan, Singapore, Taiwan, Thailand, Vietnam
Zone 6: Afghanistan, South Africa, Angola, Anguilla, Antigua and Barbuda, Netherlands Antilles (including Saint Martin), Saudi Arabia, Argentina, Aruba, Ascension, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Myanmar, Bolivia, Botswana, Brazil, Brunei, Burkina Faso, Burundi, Cambodia, Cameroon, Cape Verde, Chile, Colombia, Comoros, Congo, Costa Rica, Ivory Coast, Cuba, Curaçao, Djibouti, Dominica, Egypt, United Arab Emirates, Ecuador, Eritrea, Ethiopia, Fiji, Gabon, Gambia, Ghana, Grenada, Guam, Guatemala, Guinea, Equatorial Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Honduras, Bouvet Island, Norfolk Island, Åland Islands, Cayman Islands, Christmas Island, Cocos Islands, Cook Islands, Heard and McDonald Islands, Falkland Islands, Northern Mariana Islands, Marshall Islands, Solomon Islands, Turks and Caicos Islands, British Virgin Islands, US Virgin Islands, Indonesia, Iran, Iraq, Jamaica, Jordan, Kazakhstan, Kenya, Kyrgyzstan, Kiribati, Kuwait, Laos, Lesotho, Lebanon, Liberia, Libya, Macao, Madagascar, Malaysia, Malawi, Maldives, Mali, Mauritius, Mauritania, Mexico, Micronesia, Mongolia, Montserrat, Mozambique, Namibia, Nauru, Nepal, Nicaragua, Niger, Nigeria, Niue, New Zealand, Oman, Uganda, Uzbekistan, Pakistan, Palestine, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn, Puerto Rico, Qatar, Syria, Central African Republic, Democratic Republic of the Congo, Dominican Republic, Rwanda, Western Sahara, Saint Vincent and the Grenadines, Saint Kitts and Nevis, Saint Helena, El Salvador, Samoa, American Samoa, São Tomé and Príncipe, Senegal, Seychelles, Sierra Leone, Sudan, South Sudan, Sri Lanka, Suriname, Svalbard and Jan Mayen, Swaziland, Tajikistan, Tanzania, Chad, East Timor, Togo, Tokelau, Tonga, Trinidad and Tobago, Tristan da Cunha, Turkmenistan, Tuvalu, Uruguay, Vanuatu, Venezuela, Yemen, Zambia, Zimbabwe

Question 22

What is the shipping method for orders?

Accepted Answer

Orders are delivered by Colissimo international against signature.
The delivery of the package is made to the address indicated by the sender against the signature of the person who takes delivery of the shipment, indicating their acceptance or according to any other method of availability used by foreign partners. In the absence of the Customer or any other person who can take delivery of the shipment, the availability will be made under the conditions defined by Colissimo and/or its foreign partners.
The digital signature collected during delivery, as well as its reproduction, serves as proof of delivery of the package, and the parties recognize this signature as having the same legal value as a traditional paper signature.

Question 23

What are the payment methods available?

Accepted Answer

Payment for your transactions on francestampphilatelystore.laposte.fr is made online only by credit cards, VISA, MasterCard, and Maestro

Question 24

Is the online payment method secure?

Accepted Answer

The payment on the site francestampphilatelystore.laposte.fr is secured by the TLS protocol. This protocol encrypts the transaction and guarantees complete confidentiality and security of the exchange during the transmission of banking data, personal data, and confidential code. Only the financial institution can decrypt the personal information.

Question 25

Can I pay in installments on francestampphilatelystore.laposte.fr?

Accepted Answer

Currently, your order can only be paid in one installment

Question 26

What is the maximum amount I can pay on francestampphilatelystore.laposte.fr?

Accepted Answer

The maximum amount you can pay during your transaction is 1500 €

Question 27

What to do if my payment was refused?

Accepted Answer

It may happen that your payment is refused, in this case, you must contact your bank to see directly with them the reason for their refusal. Communicate to them the nature of your transaction (site, amount, message, etc.) and check with them: That you have authorization for online payments
That you have the necessary funds for the deposit and payment.
That your credit card limit has not been reached.
That no blocking is in place by your bank/card service, as the operation is unusual (98% of payment problems)

Question 28

Will I pay taxes and/or customs fees?

Accepted Answer

The amount of taxes and/or customs duties is determined according to the fiscal and customs regulations of the destination country. For any questions, it is advisable to contact the competent authorities.

Question 29

Can I have customs fees if I am part of the European Union?

Accepted Answer

If the purchase is intra-European, VAT is already included in the purchase price. There are no customs duties.

Question 30

What to do if I receive a potentially fraudulent email or message?

Accepted Answer

Like many large companies, La Poste is a victim of image hijacking aimed at deceiving its customers: some malicious people impersonate La Poste, or use its image, and expose you to fraud attempts.
These frauds can take the form of SMS or emails inviting you to pay for the delivery of your package or to participate in a contest.
For your safety, remain vigilant against these hacking or "phishing" practices. If you receive suspicious messages, you can help us close these illegitimate sites and allow us to better protect our customers. To do this, report the received message to us: by email to the address phishing@laposte.fr, by providing us with the following information: your complete contact details (Name, First name, address, phone number and/or email address)
the date of sending the email or SMS
the phone number, email address, internet link to which you are directed
a visual if you can

Question 31

How is my personal data managed?

Accepted Answer

Find all the information related to the management of personal data at the following link: data protection policy

Question 32

How can I contact our Commercial Customer Service?

Accepted Answer

The online help available on francestampphilatelystore.laposte.fr allows you to access the answers provided by our customer service to the most frequently asked questions.
For a tailored and personalized response, our advisors are at your disposal: On the website via the contact form
By phone at +335 53 03 19 25 from Monday to Friday, 9 AM to 6 PM (French metropolitan time).
* Local provider charges may apply

Question 33

Where can I view the general terms and conditions of sale of the site francestampphilatelystore.laposte.fr?

Accepted Answer

The General Terms and Conditions of Sale are accessible at any time at the bottom of the site page, under the T&Cs section.

Question 34

I am not satisfied with the handling of my complaint, what can I do?

Accepted Answer

You have the option to contact the Consumer Mediator of the La Poste group, an independent entity, competent for any dispute concerning these general terms and conditions of sale.
Without hierarchical or functional links with the companies of the La Poste Group, the Consumer Mediator does not handle complaints but mediation requests. The mediation process is free.
The referral can be made by mail to the following address:
The Consumer Mediator of the La Poste group
CP Y812
5 rue du colonel Pierre AVIA
75757 PARIS CEDEX 15 The complete referral procedures are accessible in article 15.2 of the T&Cs of the Site.
If applicable, for online sales or service contracts, the User can use the European Online Dispute Resolution platform by using the following link: ec.europa.eu/consumers/odr/main/index.cfm .

Question 35

Can I unsubscribe from the Newsletter?

Accepted Answer

Yes, you can unsubscribe from the Newsletter at any time by logging into your account and going to My Profile and disabling the email communications you no longer wish to receive.
You can also directly click on the unsubscribe link at the bottom of the Newsletter.

Zone	Preparation/Shipping Costs	Threshold from which shipping costs are waived
Zone 1*	6 €	60 €
Zone 2*	6 €	60 €
Zone 3*	8 €	60 €
Zone 4*	8 €	60 €
Zone 5*	10 €	80 €
Zone 6*	10 €	80 €

Frequently asked questions