The postman cannot take your return shipment. You can hand it in at a Post Office, Post Point or Parcel Point. The longest side of your parcel can be maximum 1.5 m long, and the total length (1 x length + 2 x width + 2 x height) can be maximum 3 m. You can also leave it in a parcel locker. In that case, it can be maximum 42 x 31 x 58 cm. If desired, we can also come and collect your return shipment. In that case, your parcel can weigh maximum 30 kg. The longest side can be maximum 1.5 m long, and the total length maximum 3 m. The price of a pick-up depends on where we must collect your parcel. You can request a pick-up or "collect" online or by phone on the number 02 278 50 44. If you request a pick-up online before 11:30 or by phone before 12:00, then the postman will pick up your parcel(s) the same day between 12:00 and 17:00. If you contact us later in the day, then the postman will pass by the next workday. Attach a bpost shipping label on every parcel. That label is not included in the price of the pick-up. Find a Post Point

If the status of your parcel does not change for several workdays, something probably went wrong. Please be aware that unforeseen circumstances may cause the delivery of your parcel to be delayed. I used the return label of the sender or webshop If you have used the return label that came with your order to return your parcel, you should contact the sender or webshop. Only they can file a complaint about your parcel because they can pay bpost for the shipment. I bought a return label via bpost Please contact our customer service using the online form at the bottom of this page in the following cases:

• If the status of your return shipment within Belgium has not changed for several consecutive workdays .
• If the status of your return shipment to a neighbouring country has not changed for at least 5 workdays.
• If the status of your return shipment to another country has not changed for at least 10 workdays.

In that case, the company or person who pays for the return shipment is entitled to compensation. If you paid for the return shipment, then you can request compensation. By default, that compensation includes a refund of the shipping fees. If you choose the 'Guarantee and signature' option, then you are entitled to compensation for goods and for documents. This option does not exist for international returns. If the original sender pays for the return shipment, then he/she is entitled to compensation. That is the case when:

• there is a return label in your parcel
• you refused the parcel
• the parcel could not be delivered to you

If you are considered the sender and thus entitled to compensation, you can submit a compensation request to our Customer Care Centre. It is best to do that via the online form at the bottom of this page.