I haven't received my PIN code to pick up my parcel at a relay point.Updated 21 days ago

If you chose delivery via Mondial Relay, a PIN code is required to collect your parcel at the pickup point. This is a security measure put in place by Mondial Relay to ensure that only the recipient can collect the parcel.
But sometimes, finding that PIN code can be tricky… Don’t worry, here’s everything you need to know.

🪄 Step 1: Download the Mondial Relay app

The easiest and fastest way to find your code is through the official Mondial Relay app.
📱 It’s available for free here:
👉 https://www.mondialrelay.fr/faq/recevoir-un-colis/je-nai-pas-recu-mon-code-de-retrait
The app lets you access your pickup code in just a few clicks, without waiting for a new email or SMS.

🔐 Step 2: Log in with your email address

Once the app is downloaded, log in using the same email address you used when placing your order.
🧠 Make sure there are no typos or extra spaces in the email entered. If you have multiple email addresses, use the one linked to your order.

✅ Step 3: Retrieve your code

Once logged in, your PIN code should appear directly on the screen.
This is the code you’ll need to present at the pickup point (either on the app or written down).

No problem, you have other options:
💡 A trusted person (friend, family member, colleague) can download the app for you and log in with your details (always the order email).
⚠️ This code is confidential: only share it with someone you fully trust.

🙅 Why we can’t provide you with this code

We’d love to help more, but Mondial Relay does not allow third parties (including us!) to access your PIN code.
🎯 This is a security measure to protect your data and your parcel.

✉️ What if my email address doesn’t work?

It’s possible that the email address entered when placing your order contains a typo (a missing letter, an extra dot, etc.). In that case, you won’t receive confirmation emails or the PIN code to collect your parcel.

👉 Contact us as soon as possible, before your order has been shipped.
This allows us (if still possible) to correct the address and resend you the necessary information.

🔁 If the order has already shipped and we can’t fix the address in time, the parcel will automatically be returned to our warehouse (return to sender).

🧾 It will then be processed as a standard return:

checked by our logistics team,
restocked,
and fully refunded as soon as the return is validated.

💡 For more information on order changes or cancellations, we recommend checking our dedicated article: Can I change or cancel my order?

💌 Need advice or a helping hand?

Write to us at [email protected]. We can let you know restock dates, suggest similar models, or help you reserve a pair before it sells out again 😉

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