UK or Ireland

If you have sent your product in for repairs, or if you are waiting to receive a repaired product back and believe that the parcel has been lost:

• Please make sure to use the Shipment Tracking Number that was provided to you.
• Please check the status of the shipment on the shipping partner’s website.

Important Information

It is possible that, at certain times, it may take longer to send or receive shipments. We ask that you wait at least 7 days after shipment before contacting our customer service team.

What to do

• If after this time you have still not received your shipment, or the repair centre has still not received your product to be repaired, please contact us here.
• If you are already using the contact form, please select “Contact Nintendo Support” and provide us with the following information in addition to your name and email address:
  • RMA Number
  • Shipment Tracking Number

Germany, Austria, or Switzerland

In case you have sent a product to Nintendo for repairs or were expecting a repaired product back and assume that it got lost en route:

• If it is available to you, please use the Shipment Tracking Number to check the status of your parcel on the shipping provider's website.
• If it has been more than 7 days since your parcel was shipped and you have not received it yet, please contact our Customer Support.
• If you are already using our contact form, please select "Contact Nintendo Support" and tell us your name and email address, as well as the repair number (if known) and parcel number (if known).

Italy

If you have sent your product in for repairs, or if you are waiting to receive a repaired product back and believe that the parcel has been lost:

• Please make sure to use the Shipment Tracking Number that was provided to you via email.
• Please check the status of the shipment on the shipping partner’s website.

Important Information

It is possible that, at certain times, it may take longer to send or receive shipments. We ask that you wait at least 7 days after shipment before contacting our customer service team.

What to do

• If after this time you have still not received your shipment, or the repair centre has still not received your product to be repaired, please contact us here.
• If you are already using the contact form, please select “Contact Nintendo Support” and provide us with the following information in addition to your name and email address:
  • RMA Number
  • Shipment Tracking Number

France

Did your parcel fail to arrive at our repair service centre or your home?

Please refer to the scenario below which applies to your situation and send us the required documents via the contact form here by following the below steps:

1. Select "France"
2. Select "Repairs / Technical Assistance"
3. Select "Transport and parcel issues"
4. Select "My repair parcel is lost"
5. Select "Contact Nintendo Support"

If you are already using the contact form, please select “Contact Nintendo Support”.

We will look into your request and reply to you by email as quickly as possible. We may need to open an inquiry with our courier, and appreciate your patience during these proceedings.

Scenario 1: My parcel didn't arrive at your repair service centre

Please send us the following:

• RMA number (Numéro de dossier SAV) and parcel number (example of a Chronopost parcel number: XP123456789FR).
• Parcel receipt, which must be stamped and dated.
• Proof of purchase (which must be stamped by the vendor and must include the name of the product which was purchased and the date of purchase).
• Confirmation of the parcel's contents (including the console's serial number, if applicable).

Scenario 2: My parcel didn't arrive at my home (no instructions were sent to the courier)

Please send us the following:

• RMA number (Numéro de dossier SAV) and parcel number (example of a Chronopost parcel number: XP123456789FR).

• A signed, dated letter confirming non-receipt (which must include your full address, the parcel number and the delivery date given by the courier). A sample letter confirming non-receipt can be downloaded below.

  Sample letter (in French) (PDF, 427 kB)

  Please note: to view the files in .PDF format, you will need Adobe Acrobat Reader, which can be downloaded for free. If you wish to save the .PDF file to your computer for later use, right click the link and choose "Save Link As" or "Save Target As".

• A double-sided copy of a valid form of ID.
• Proof of purchase (which must be stamped by the vendor and must include the name of the product which was purchased and the date of purchase).

Scenario 3: My parcel didn't arrive at my home (instructions were sent to the courier)

Please send us the following:

• RMA number (Numéro de dossier SAV) and parcel number (example of a Chronopost parcel number: XP123456789FR).
• Record of complaint, which must contain the parcel number (and not the console's serial number).
• Proof of purchase (which must be stamped by the vendor and must include the name of the product which was purchased and the date of purchase).

Spain or Portugal

If you have sent your product in for repairs, or if you are waiting to receive a repaired product back and believe that the parcel has been lost, please contact our Customer Support here.

If you are already using our contact form, please select "Contact Nintendo Support" and tell us your name and email address, as well as the repair number (if known) and parcel number (if known).

The Netherlands or Belgium

The information is not available for this country, please contact us about this topic here.

If you are already using our contact form, please select "Contact Nintendo Support" and tell us your name and email address, as well as the repair number (if known) and parcel number (if known).

Russia

If you have sent your product for repairs, or if you are waiting to receive a repaired product back and you believe that the parcel has been lost, please check the information about the delivery using the tracking number provided to you: https://www.cse.ru.

You can also contact the courier hotline: +7(495)748-77-48.