I purchased a guarantee for my parcel. When will I be refunded in the event of damage or loss?

Most senders have permanent agreements with bpost regarding lost and damaged parcels. Only you, the sender, can ask to open a dossier for a lost or damaged parcel because you paid bpost for the shipment. Contact us via the online form at the bottom of this page. This way you can immediately provide us with all the necessary information and documents to process your dossier.

• In case of damage, your complaint must be submitted to bpost within 7 calendar days.
• In case of loss abroad, we will start an investigation if your parcel does not receive a status change after:
  • at least 5 workdays for shipments to a neighbouring country
  • at least 10 workdays for the United Kingdom and all other countries

For a parcel with the 'payment on delivery' option, you benefit from a guarantee consisting of a contribution up to 500 euro for goods and 15 euro for documents.If you would like to apply for a compensation, it is best to contact our customer service via the online form at the bottom of this page. This way, you can immediately provide all the necessary information and documents to process your file. In case of damage, the complaint must be submitted within 7 calendar days.

That depends from case to case. If your parcel is lost or damaged and you would like to file a claim for a compensation, it is best to contact our customer service via the online form at the bottom of this page. This way, you can immediately provide all the necessary information and documents to process your file. In case of damage, the complaint must be submitted within 7 calendar days.