Mondial Relay shipping conditions (France)

Purpose: This guide provides a comprehensive overview of the shipping conditions for the commercial carrier Mondial Relay in France.

Shipping Methods (National)

Special conditions

• Destinations: Delivery is only possible within the country of parcel handover. For example: from France to France or from Spain to Spain.
• Undeliverable parcel: If the parcel cannot be delivered to the designated Point Relais®, MONDIAL RELAY may deliver it to a nearby available Point Relais® and will notify the recipient. Please note that this may incur additional charges, which are non-refundable.

• Contact number (mandatory): Providing a valid mobile phone number is mandatory for Mondial Relay shipments.

  Landline (fixed) phone numbers are not accepted.
  Phone numbers from French overseas territories are not supported.

  In accordance with GDPR regulations, the customer’s phone number does not appear on the shipping label.

• Digital Label (QR/labelless): No printing is required. Just present the QR code link at a Service Point, where the label will be printed and applied to your parcel.
• Service point delivery: Packages delivered to service points or lockers are held for a maximum of 5 days.
• Home Delivery coverage: Mondial Relay Home Delivery supports full postal code coverage in France and Monaco when shipping with Sendcloud's Mondial Relay rates. If you are shipping with your own Mondial Relay contract, coverage may depend on the services enabled in your contract. Please contact your Mondial Relay account representative to confirm availability.

Dwell time is the amount of time a package stays at a delivery location before it is returned to the sender. Providing clear information about dwell time helps customers understand how long they have to pick up their packages and can reduce unnecessary support tickets or claims when packages are returned after this period.

Home Delivery

Service Point Delivery

Shipping Methods (International)

Special conditions

• Undeliverable parcel: If the parcel cannot be delivered to the designated Point Relais®, MONDIAL RELAY may deliver it to a nearby available Point Relais® and will notify the recipient. Please note that this may incur additional charges, which are non-refundable.

• Contact number (mandatory): Providing a valid mobile phone number is mandatory for Mondial Relay shipments.

  Landline (fixed) phone numbers are not accepted.
  Phone numbers from French overseas territories are not supported.

  In accordance with GDPR regulations, the customer’s phone number does not appear on the shipping label.

• Digital Label (QR/labelless): No printing is required. Just present the QR code link at a Service Point, where the label will be printed and applied to your parcel.
• Service point delivery: Packages delivered to service points or lockers are held for a limited period, depending on the recipient’s country.

Dwell time is the amount of time a package stays at a delivery location before it is returned to the sender. Providing clear information about dwell time helps customers understand how long they have to pick up their packages and can reduce unnecessary support tickets or claims when packages are returned after this period.

Home Delivery

Service Point Delivery

Returns

Special conditions for returns

Pick-up

General features

Always keep your proof of handover until all your parcels are successfully delivered. You can do this by asking the driver to sign your pickup report. This document is essential if you ever need to file a claim. You can find more information on how to create one in our Help Center article: How to create a pickup report.

Please note that pickup times are subject to local office availability and may be affected during peak seasons or force majeure events.

Mondial Relay shipments must be handed over to Mondial Relay only. For pickup shipments, parcels must be collected by Mondial Relay and cannot be handed over to another carrier, even if another carrier name appears on the shipping label due to last-mile delivery partnerships.
 

Incidental Pick-up

The one time collection service is not available with Mondial Relay. Therefore, a recurring pickup is required.

Please refer to the Recurring Pick-up section or the Drop-off section for more information.

Recurring Pick-up

For the carrier to pick up your parcels from a specified location on a consistent basis (e.g., daily, weekly), you can pre-schedule regular collections.

Scheduling process

Free Subscription Users: If you're on the Free plan, please refer to the drop-off section.

Lite Subscription Users Onwards: If you would like to schedule recurring pickups for your shipments, please contact our Customer Support Team.

Conditions

Minimum Shipments: 350 parcels per month.

Pickup Days: Monday to Saturday

Request Timing:

• 5 business day in advance during low season.
• 7 business days in advance during high season.

Cancellation & Rescheduling: If you need to cancel or reschedule your collection, please contact the local office directly to notify them. Failed pickups (due to absence or parcels not being prepared on time) may result in a surcharge.

Pricing

Lite Subscription Users Onwards: Please contact our Customer Support Team.

Drop-off

General features

Whether you are on our Free plan or prefer the convenience, you can drop off your parcels at any Mondial Relay Service Point location, which you can easily find using their service point finder tool.

Always keep your proof of handover until all your parcels are successfully delivered. This document is essential if you ever need to file a claim.

Hubs opening times: Mondial Relay France opens its hubs during the weekend. The Monday Delivery Project allows you to drop off your parcels directly in the hubs and/or have collections on Saturday and Sunday, for the parcels to be delivered on the following Monday, without any additional surcharges.

Applicable for the following agencies:

VÉMARS & ARTENAY (14 agencies) : Rennes, Nantes, Orléans, Lyon, Lille, Caen, Nancy, Dijon, Tremblay, Lisses, Ferrières, Chartres, Reims, Niort.

BREBIÈRES (10 agencies) : Orléans, Lille, Caen, Nancy, Dijon, Tremblay, Lisses, Ferrières, Chartres, Reims.

*This is not applicable for Mions hub (from Monday to Friday only).

Package specifications

Parcel Limit: There's no set parcel limit for drop-offs.

Maximum Weight:

• Point Relais: 30 kg
• Locker Delivery: 25 kg

Maximum Dimensions:

Point Relais:

• Maximum length: 120 cm
• Maximum girth (L + W + H): 150 cm

Locker Delivery:

• Maximum length: 64 cm
• Maximum width: 38 cm
• Maximum height: 41 cm
• Maximum girth (L + W + H): 143 cm

The maximum weight & dimensions can vary on the specific shipping method you've chosen. Please refer to the Shipping Methods section for detailed information.

Claims Process

If you ship using Sendcloud's rates, Sendcloud acts as the intermediary between you and Mondial Relay. In case of any incidents with your parcels, you can open a claim directly through the Support panel in your Sendcloud account. For more information in this regard, please refer to Sendcloud's article: How do I start an investigation or file a claim for my parcel?

This process ensures that all necessary documents are collected, resulting in a complete claim file that the carrier can process as quickly as possible.

Claim deadlines & Required documentation

Compensation policy

Mondial Relay exonerates itself from all responsibilities in the following cases:

• Case of force majeure (unforeseeable, irresistible and external fact)
• Inherent vice of the object
• Failure to comply with the restrictions on taking over the package, the consignor's obligations or the conditions of admission of the package
• Failure to comply with good packaging practices, particularly with regard to objects considered fragile (crockery, porcelain, bottles, glassware, etc). For more information in this regard, please refer to Mondial Relay's article: Préparation de vos colis.

Requesting Video Surveillance Footage (Mondial Relay)

If you’re experiencing an issue such as a contested parcel drop-off or pickup (for example, the parcel appears as not scanned or not collected), Mondial Relay offers the possibility to request a review of their video surveillance footage.

To request this, you must contact Mondial Relay directly through their official contact form and select the “Vidéosurveillance” tab. Make sure to include the following details in your request:

• The address and number of the Locker or Relay Point
• The date and/or time of the drop-off or pickup
• A photo and/or description of your appearance on the day of the event

Surveillance footage is only stored for 30 days after the deposit. Please make sure to submit your request within that timeframe. After 30 days, the footage will no longer be available.

Please note: Mondial Relay requires that the request be made directly by you as the sender. Without a user-initiated request, no investigation or claim based on video footage can be processed.

Resolution time (estimated)

Once the claim is submitted to the carrier, we typically receive a response within 7 days. Please note that this is an indicative timeline, and the actual resolution time is subject to the carrier's internal processes and can vary.

Sendcloud insurance

Do you want to insure your shipments for a higher value? This is possible with the help of our insurance: Sendcloud Shipping Protection (XCover).

Surcharges

The carrier will apply surcharges to your invoice if a parcel you ship does not meet the criteria laid out in their shipping conditions.

Surcharge Manual Processing (Weight/Dimensions Error) - €15 + price correction

This applies when your parcel requires special handling or its declared weight/dimensions are incorrect.

Mondial Relay rectifies a weight error detected by its controlled weighing equipment.

The customer is charged the difference in tariff PLUS an administrative processing fee of €15 (including all taxes).

If the parcel is non-compliant (e.g., incorrect weight, dimensions, or packaging), no refund will be made, as the initial service (drop-off and transport) was performed.

Any parcel that cannot reach its final destination will be held at the customer's disposal in a Mondial Relay regional agency.

Surcharge Baleares - €3

Packages shipped to the Balearic Islands receive a destination surcharge of €3.

Package Content Restrictions

Prohibited items

According to Mondial Relay Terms and Conditions, the carrier shall not accept:

Safety & Hazardous Materials

• Dangerous Goods (ADR Classes 1–9): Explosives, munitions, gases, flammable, radioactive, toxic, infectious, or corrosive materials.
• Safety Risks: Any object or packaging liable to damage other parcels, vehicles, or endanger handlers/staff.

High Value & Financial

• Cash & Equivalents: Money, currency, banknotes, checks, credit cards, securities, titles, or any paper medium allowing fungible payments.
• Valuables: Jewelry, precious stones, precious metals, and works of art/antiques.

Biological & Perishable

• Living/Deceased Organisms: Live or dead animals, plants in all forms, human ashes, or funeral relics.
• Temperature Control: Foodstuffs or any products requiring controlled temperature transport.
• Medical/Biological: Biological or blood samples.

Illicit, Illegal & Sensitive Content

• Weapons: All weapons of category A-B-C-D (including imitation weapons).
• Drugs: Narcotics and psychotropic drugs.
• Counterfeits: Counterfeit products or publications/media prohibited by law.
• Offensive Packaging: Packaging containing insults, racist remarks, threats, or mentions contrary to public order or morality.
• Official Documents: Tender response files, pre-qualification dossiers, and examination papers/copies.

Delivery Restrictions

• Forbidden Locations: Deliveries to ships, hotels, campsites, post office boxes (PO boxes), military addresses, construction sites, or freight forwarders are prohibited.

International Exclusions (Additional)

• Shipments requiring Mondial Relay to obtain a special licence or authorization for transport/import/export.
• Goods prohibited for import/export by the destination country (e.g., furs, psychotropic drugs, perishable goods, marketable securities).

Please be aware that certain goods and substances are prohibited from being sent abroad due to international regulations. Adhering to these rules is crucial to prevent customs from seizing or destroying your shipment.

Please note that this list is not exhaustive.

Packaging Guidelines

The packaging used must be able to withstand the various types of handling operations during transit. The following packaging and labelling guidelines are applicable to all parcels entrusted to Mondial Relay:

• Labelling: Affix the label on the outer surface of the packaging, perpendicular to the parcel and on the largest side. Ensure the barcode is readable and that the label is not damaged.
• Outer packaging: The box must be made of strong double-wall BC-flute cardboard and must not have mechanical damage. Packaging must be chosen according to the type of product being transported inside. Read Mondial Relay's recommendations for each product category in the document shared below.
• Inner packaging: Use strong filling material; immobilize the product; if there are several products, keep them separated so they don't damage each other; and secure the contents to ensure they are in a stable position.
• Closure: Ensure the packaging is properly closed and sealed with double H-tape with a minimum width of 48 mm.
• Minimum parcel dimensions:
  • Size: 15 x 10 cm
  • Weight: 100 g
  • Thickness: 1 cm

For more information in this regard, please refer to Mondial Relay's article: Packaging Specifications

Label Validity, Updates & Cancellation

Understanding the ins and outs of label validity, updates, and cancellations helps in managing your shipments efficiently, avoid unexpected costs, and keeping your shipping process hassle-free.

Label validity

Make sure you use the label to ship your package before it expires:

• Mondial Relay labels are valid for 7 days after creation.

Label update

Address change:

• Parcel not yet shipped: you can easily correct the address by cancelling the original label and creating a new one. Using the "Duplicate" feature can simplify this process.
  • Steps to Cancel a Shipment or Label:
    1. Go to the Created Labels overview and select the shipment(s) you wish to cancel.
    2. In the dropdown menu (next to "Print label"), click "Cancel."
    3. Confirm the cancellation. The label will automatically move to the "Cancelled" tab.
  • Steps to Duplicate a Label (for creating a new one with corrections):
    1. Edit the original label in your panel by clicking on the eye icon next to it.
    2. Select the "Edit new label" option from the dropdown menu of the "Actions" button.
    3. Modify the data you need to change (e.g., the address).
    4. Confirm the label creation.
    5. You will find the new label in the "Created Labels" tab.
• Parcel Has Already Been Shipped: You will need to contact our Customer Support Team, who will be able to assist you with the process for an address correction in transit. Please note that there is no guarantee the carrier will be able to process the request before the parcel is delivered.

Cancellation deadline

If you don't use a label, it's essential to cancel it to avoid being charged.

• If you cancel the label before 23:59 on the day of creation, you will not be charged.
• If you cancel it within 42 days of its creation, the costs for this shipment will be corrected on your next invoice.
• After 42 days, it will no longer be possible to cancel or request a refund for the label.

For more information in this regard, please refer to Sendcloud's article: How do I cancel my shipment?

Direct Contract Shipping

You can easily integrate your direct contract with Mondial Relay into your Sendcloud account. Our Carrier Contract Activation guide explains how to connect your contract, allowing you to ship under your own terms and conditions.

By shipping with Mondial Relay, you automatically accept their terms & conditions.

You can review the full details here:

General Transport Conditions