Your shipment or parcel has been damaged or lost?

Your shipment or parcel has been damaged or lost?

List of valid documents for claiming a compensation

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.

Report damage or loss

Pay attention: You have to report damage within 7 days after delivery.

 

Title EN

Valid documents for receiving a compensation

Calculation of compensation for lost or damaged parcels

Calculation of compensation for loss or damage to registered mail

Valid documents for receiving a compensation

Type of documentValidInvalid

Declaration of non-receipt

  • Declaration of non-receipt: completed, dated and signed by the recipient.
  • An e-mail from the recipient indicating the date of shipment (of the e-mail) and the barcode number of the shipment.
  • A (copy of a) letter signed by the recipient stating the date and barcode number.
  • A screenshot of a conversation between the seller and buyer.
  • Declaration of non-receipt, an e-mail or (copy of a) letter without a barcode number or indication of the date.
  • Declaration of non-receipt or (copy of a) letter without a signature.

Proof of deposit

  • The proof of deposit that you receive at the Post Office or Post Point when you deliver the shipment.
  • The signed and dated shipping list that our employee will give you upon collection of the shipment.

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:
    • an invoice
    • a receipt
    • a bank statement
  • A screenshot of a conversation stating the value of the shipment + a bank statement if it is a sale between 2 individuals.

A screenshot of a conversation stating the value of the shipment alone without the bank statement does not constitute proof of value.

Photos of the damage

Photos of the exact damage to the contents and packaging of the shipment.

  • Photo of the shipment/object before the damage.
  • A blurry photo.
  • Photo in which the damage to the content is not clearly visible.

Calculation of compensation for lost or damaged parcels

 

I have no contract with bpost

I have a contract with bpost

 

Calculation of compensation for loss or damage to registered mail

Registered mailStandard (no specified value)With tailor-made insurance (with declared value)

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.

 

Report damage or loss