My parcel was delivered too late. What should I do?
We do all that we can to deliver your parcel on time. If you are not pleased with the amount of time that your parcel was in transit, contact the sender of your parcel. Only the sender can submit a complaint regarding late delivery.
Receive a parcel
184
My parcel arrived too late. What should I do?
We do all that we can to deliver your parcel on time. If you are not pleased with the amount of time that your parcel was in transit, contact the sender of your parcel. Only the sender can submit a complaint regarding late delivery.
Receive a parcel
184
My parcel seems to be stuck somewhere. It has not moved for a while on Track & Trace.
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 your parcel remains unchanged for several workdays (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), then you can 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.
Parcel 'does not move'
211
My parcel has been in transit for longer than expected. What should I do?
Wait a bit longer. If the status of your parcel has not changed for more than 5 workdays, we advise you to contact the sender. The sender will look for a solution together with bpost. Only the sender of your parcel can submit a complaint for non-delivery. 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.
Parcel 'does not move'
211
When will my parcel be delivered?
We try to deliver all national parcels the next workday. You can follow the status of your parcel with Track & Trace and the My bpost app. The stated time slot is an indication; 95% of the parcels are delivered within this time slot.
Follow my parcel
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Customer service
Preparing a parcel
Must I add specific documents to send my parcel abroad?

Must I add specific documents to send my parcel abroad?

To send a parcel to another country, you need the address and e-mail address of the addressee for the shipping label.

Sending a parcel outside the EU

  • Complete the CN23 section / document and attach a copy (customs documents):
    • These fields must be completed on this document:
      • Sender
      • Addressee
      • HS code: Customs worldwide use the uniform HS code (Harmonized System) to identify goods. To find out which code you should use, please consult FPS Finance.
      • Country of origin
      • Shipment details
  • Always include two copies of the invoice or the pro forma invoice.
  • For shipments with a value of more than €1,000 you should also add the Single Administrative Document.

What kind of packaging or boxes does bpost offer?

  • All-in package (box + shipping label) that fits in letterboxes
  • Regular boxes in different sizes
  • Gift boxes in different sizes
  • Padded envelopes

I want to send a large parcel within Belgium. Which sizes and weights are permitted?

If you want to send a parcel within Belgium, then:
  • your parcel cannot weigh more than 30 kg
  • the longest side cannot be longer than 1.5 m
  • the total dimension cannot be greater than 3 m (1 x length + 2 x width + 2 x height)
If you use a Parcel Locker, the following conditions apply:
  • The maximum weight is 30 kg.
  • The minimum size is 145 mm x 112 mm.
  • The maximum size is 420 mm x 310 mm x 580 mm.
The following rules apply for cylinders:
  • Weight: maximum 30 kg
  • Length: maximum 1.5 m
  • Diameter: maximum 400 mm

What can't I send with bpost?

The current postal legislation forbids the sending of letters or parcels with the following contents: 1. Dangerous goods: Dangerous objects are objects that, due to their shape, nature or packaging, can be dangerous for people or can damage other shipments, the equipment of bpost, or the goods of third-parties (including parcels). Some daily objects also cannot be sent with the post. These include lighters, perfume, manicure products, glue, paint, flammable liquids, spray cans, deodorants under pressure, hair dye and lithium batteries. There is a specific exception for lithium batteries. Read all about it in our guide. The guide also includes an overview of all dangerous goods. 2. Prohibited items:
  • Drugs, narcotics and psychotropic substances
  • Weapons, essential parts of weapons and ammunition, imitation firearms, knives, swords, daggers and any other sharp or cutting object
  • Objects, texts or general substances of which the import, export, production, circulation, distribution, use, possession, sale or transport are forbidden by law
  • Objects that include statements that contravene public order or common decency 
  • Shipments that mention forbidden destinations or contain forbidden goods according to commercial law
  • Shipments that contain counterfeit goods
  • Coins, banknotes and bearer bonds (exception: personal cheques with a maximum value of €500 per parcel and a basic guarantee)
  • Jewellery (exception: costume jewellery that does not contain gold, silver or gemstones, is not worth more than €500 per parcel and has a basic guarantee), works of art and collections or other valuable materials, including animal pelts
  • Parcels whose value is more than €25,000 

If you didn't find an answer to your question?

 

Please contact us.

Call

Monday - Friday :
08.00 – 12.30
13.00 – 18.00

Saturday :
09.00 – 13.00

Zonal rate. Waiting time varies.

Phone Customer Care Centre
Phone Customer Care Centre
tel:022785126