If bpost is responsible for the damage or loss of your parcel or registered mail, you can request a compensation. Whether you are eligible for compensation depends on the method of shipment. Find out how the compensation is calculated for parcels and registered mail
Depending on the type of shipment, you will have to submit certain documents. The table below shows what a valid or invalid proof of non-receipt, proof of delivery, proof of payment and photos of the damage means.
Pay attention: You have to report damage within 7 days after delivery.
I have no contract with bpost
Parcel | Sent with warranty | Sent without warranty |
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Envoi en Belgique (national) | You will be reimbursed for the value of the contents of the shipment (up to max. € 500) + the shipping costs. If the content consists only of documents, you will be reimbursed € 15. | You will be reimbursed the shipping costs. |
Sent outside of Belgium (international) | You will be reimbursed for the value of the contents of the shipment (up to max. € 500) + the shipping costs. If the content consists only of documents, you will be reimbursed € 15. | Depending on the shipping option, you are entitled to the following compensation:
e.g.: a lost international parcel weighing 2.5 kg for which € 15.60 in shipping costs has been paid is entitled to a maximum compensation of: (40 x € 1.19) + (4.5 x € 1.19 x 2.5 kg) + € 15.60 = € 76.6
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I have a contract with bpost
Parcel | Sent with warranty | Sent without warranty |
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Sent within Belgium (national) | The lowest value between the value of the contents and the CMR fee ** (weight x 8.33 SDR*) + shipping costs. Example: A damaged € 0.5 kg parcel worth € 50, for which € 32.80 in shipping costs has been paid, is entitled to a maximum of: 0.5 kg x 8.33 x1.19 + 32.80 = €37.7 In this case you get €37.7, because this is the lowest value between 50 and 37.7. | If the calculation below is above € 5 in your case, then you are entitled to a maximum of that amount. Below € 5, you will not receive any compensation. Calculation: X kg x 8.33 SDR* + postage costs > 5 Example 1: A lost parcel weighing 1.5 kg for which you have paid € 4.70 shipping costs is entitled to a maximum of: 1.5 kg x 8.33 x 1.19 + € 4.70 = € 19.6 compensation Example 2 : A lost parcel weighing 0.2 kg for which you paid € 2.30 shipping costs is entitled to a maximum of: 0.2 kg x 8.33 x 1.19 + € 2.30 = € 4.30 < € 5 No compensation in this case. |
Sent outside of Belgium (international) | The lowest value between the value of the contents and the CMR fee ** (weight x 8.33 SDR*) + shipping costs. Example : A damaged € 0.5 kg parcel worth € 50, for which € 32.80 in shipping costs has been paid, is entitled to a maximum of: 0.5 kg x 8.33 x 1.19 + 32.80 = € 37.7 In this case you get € 37.7, because this is the lowest value between 50 and 37.7. |
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* SDR stands for Special Drawing Rights. This value (currently +/- € 1.19) is adjusted every year. More info about SDR.
**CMR compensation applies to (cross-border) road transport within Europe. The CMR imposes uniform liability rules for damage in the event of loss of or damage to the cargo or in the event of delay. More info about CMR.
Registered mail | Standard (no specified value) | With tailor-made insurance (with declared value) |
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Sent within Belgium (national) | Value of the shipment with a maximum reimbursement of €39. For administrative registered mail (R.P.) a maximum of €26 will be reimbursed. | Value of the contents of the shipment with a maximum of the amount of the declared value (max. €5,000) + shipping costs. |
Sent outside of Belgium (international) | Value of the contents of the shipment with a maximum of 30 SDR* + shipping costs (except for registered mail) Example: Suppose your registered shipment is worth €40 and you have paid €16 shipping costs, then you will be reimbursed the maximum as follows: 30 x €1.19 + € 16 shipping costs = €51.7. (Considering € 40 > 30 SDR* (35.7), 30 SDR is applicable in this calculation.) In the case of an M-bag, the following calculation applies: Value of the contents of the shipment with a maximum of 150 SDR* + shipping costs (except for registered mail). | Value of the contents of the shipment with a maximum of the amount of the declared value (max. €25,000) + shipping costs. |
* SDR stands for Special Drawing Rights. This value (currently +/- €1.19) is adjusted every year. More info about SDR.
Type of document | Valid | Invalid |
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Declaration of non-receipt |
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Proof of deposit |
| A screenshot from Track & Trace or the My bpost app with the status of your shipment. |
Proof of value | A proof that shows the value of the content, such as:
| A screenshot of a conversation stating the value of the shipment. |
Photos of the damage | Photos of the exact damage to the contents and packaging of the shipment. |
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