How can I submit a complaint if my parcel is lost or damaged?

If your parcel was not delivered, check the status of your shipment via Track & Trace or the My bpost app first. If the status of your parcel has not changed for a while (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), ask the sender to contact our customer service. Only the sender of your parcel can submit a complaint. If you are the sender, please contact our customer service. It is best to do this via the online form at the bottom of this page. This way, you can immediately provide us with all the necessary information to start an investigation quickly.

A couple of tips if you have not received anything:

• Check if someone else (your neighbour or flatmate) has received your parcel.
• If it is a small parcel, the postman may have delivered it to your letterbox without ringing the doorbell.
• Your parcel may also have been delivered according to your delivery preferences (directly to a Pick-up point, to your safe location or to your neighbour). If it is left in a safe place by your home, you can view the photo of that safe place in the My bpost app or Track & Trace.
• Also make sure that you have not received a failed delivery notice from the postman in your letterbox. It will tell you where your parcel has gone to. Keep in mind that you only receive this notice if we cannot reach you digitally.

If you are the receiver and you still cannot find your parcel, please contact the sender for a solution. He is the only one who can start an investigation at bpost and make sure that you still receive your parcel. If you are the sender, please contact our customer service. This is best done using our online form. This way you can immediately provide us with all the necessary information and documents to handle your ticket.

As soon as bpost has received your shipment, you can track its progress via the My bpost app or Track & Trace using the barcode. You will often receive an email from the sender when your barcode is created. In most cases, you will not be able to track your parcel immediately via our Track & Trace. This is because it is still being prepared by the sender and therefore has not yet been handed over to bpost. As soon as the sender hands your parcel over to bpost, you will be able to track it.