Frequently asked questions.

Fetch is an on-demand courier service in Paris. A verified runner collects something from one address and brings it to another: your belongings, your shop pickups, and even your pets, a cat in its carrier or a dog on a lead. They can also buy it for you and pay at the cashier, in which case you are charged the receipt and nothing more.

Paris and the inner suburbs. Both addresses have to sit inside it, and we take orders 24/7. Outside that, the app turns the order down rather than accepting something we could not do. The exact list is on the coverage page.

The price is worked out from the real route and shown before you send anyone, starting at €8.90. One thing can be added to it, and only if it happens: waiting at the pickup. The first 5 minutes are free, then it is €0.35 a minute, taken after delivery. Get your exact price from the estimator.

Everyday things: a charger, an umbrella, a jacket, books, clothes, a second-hand sale to hand over in person, a parcel already sealed and labelled. Electronics and fragile items travel too, as long as they are properly packaged, and nothing declared above €2,000.00.

Cash and bank cards, jewellery and precious metals, prescription medicine, alcohol, tobacco and nicotine, weapons and hazardous goods, anything that has to stay cold, and anything worth more than €2,000.00. The app asks you to confirm before you send. Electronics and fragile items travel up to €2,000.00 if they are packed for the journey. Badly protected, they are turned down at pickup. A laptop, a camera, a phone, keys and over-the-counter medicine are all fine, declared at their real value. The full list and the reasoning are on the prohibited items page.

Yes, for almost everything. A runner collects your pharmacy bag and brings it to you. Prescription medicine is refused: a pharmacist has to hand it to the named patient. The rest of the pharmacy travels, in its sealed bag, which the runner does not open and gives no advice about. The full list is on the prohibited items page.

Yes. You give the address of the florist, the bakery or the shop, and the runner takes the parcel to the person it is for. A cake or a dish travels if it does not need to stay cold: Fetch holds no temperature on the way. If nothing has been bought yet, the runner can go and pay at the cashier for you.

Yes, as long as it stays under the weight limit, 12 kg, and both addresses are inside the zone. The Paris stations are in it. For an address further out, check it first on the coverage page. Somebody has to hand the case over at one end and somebody has to receive it at the other.

The form asks for a rough weight, never for dimensions. 12 kg is the maximum. Above 5 kg a surcharge applies, and the price updates in front of you before you send. The longest mission we accept is 25 km.

Fetch Protection is optional for items worth €300.00 or less. It becomes compulsory once the declared value goes above €300.00. Fetch protects items up to €2,000.00. 1.5% of the declared value (minimum €1.50), with a €25.00 participation per claim. Fetch owes the reimbursement, capped at the declared value and at €2,000.00, less the €25.00 participation. The contribution is on screen before you confirm.

For Purchase & Fetch, the maximum purchase is €500.00. The protected value is the final amount on the merchant's receipt. Fetch Protection is optional up to and including €300.00 and compulsory above €300.00. The contribution is 1.5% of the final receipt, with a €25.00 participation per claim. Protection starts when the merchant hands the goods to the runner and ends when they are delivered to the customer. If the final amount goes above €300.00 when Fetch Protection was not planned, the customer's approval must be obtained and the protection activated before payment at the cashier.

You pay nothing. If a runner does not take it, the order is cancelled and the hold on your card is released in full. Nothing was ever taken, so there is nothing to refund, and we tell you.

Yes, from the app. While we are still looking for a runner, cancelling is free. Once a runner has accepted and is on the way, you can still cancel it yourself, and it costs €2.00, which goes to them for the trip they have already made. Once your item has been collected the order can no longer be cancelled, so write to us and a person will sort it out.

Yes. When you order you choose now or later, then a day and a half-hour slot, up to two weeks ahead. We look for a runner twenty minutes before your slot. Your card is authorised when you book and charged at handover.

We do not promise a delivery time: nobody can guarantee one across Paris. What you get is an estimate shown before you confirm, then the runner live on the map from the pickup to your door. Ordering takes two minutes, and we take orders 24/7.

Yes. You give the recipient's address and name, and they get the delivery code and the tracking. You stay the one who pays and who sees the run. Somebody still has to be there: the runner leaves nothing outside a door. If nobody appears, they wait, then the order ends and the work already done is charged.

Yes. You add stops between the pickup and the final destination, up to 5 addresses counting both ends. Each extra address adds €2.00 to the price. The total updates before you send.

Yes. You list what you need and set a maximum authorised budget, €500.00 at most. That budget is a hard limit: the runner cannot spend beyond it without your approval. We authorise it on your card with a margin that is reserved and not spendable, the runner pays at the cashier and photographs the receipt, and you are charged what was actually spent, plus the handling fee shown before you send. The rest of the hold is released. If the receipt comes to more than you authorised, nothing is taken until you accept the difference. If something is out of stock the runner offers a substitute and you decide. For Purchase & Fetch, the maximum purchase is €500.00. The protected value is the final amount on the merchant's receipt. Fetch Protection is optional up to and including €300.00 and compulsory above €300.00. The contribution is 1.5% of the final receipt, with a €25.00 participation per claim. Protection starts when the merchant hands the goods to the runner and ends when they are delivered to the customer. If the final amount goes above €300.00 when Fetch Protection was not planned, the customer's approval must be obtained and the protection activated before payment at the cashier.

Yes. Fetch Business is a free company account: one monthly statement in your company's name, your colleagues on the same account each with their own login, and every delivery proved by a code, a photo and a receipt. Fetch Pro is the subscription that takes the service fee off. The detail is on the plans page.

Yes, with Fetch XL: a van, a driver, and as many hands as you need. A sofa, a fridge, ten boxes. You say what there is to move and from where to where, the price builds in front of you and is paid at booking. The transport is carried out by a partner carrier on the French transport register, and Fetch arranges the job and collects on their behalf. The detail is on the services page.

Write to hello@fetch-france.com, or on WhatsApp if it is urgent, and a real person answers, with the whole order in front of them: the route, the photos, the timings.