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.

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.

Some tips in case you didn't receive anything:

• Ask whether someone else (your neighbour or co-occupant) accepted your parcel.
• If it is a small parcel, it's possible that the postman placed it in the letterbox.
• Your parcel may have been delivered according to your delivery preferences (at a Pick-up point, in your safe place, with your neighbour).
• Check Track & Trace or the My bpost app if the adress on your parcel is correct.
• Check if you received a failed delivery notice in your letterbox. It will indicate where your parcel is.

If you are the receiver and still cannot find your parcel, contact the sender for a solution. Only the sender can start an investigation at bpost and ensure that you receive the parcel. If you are the sender, please 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.