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
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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
I received a suspicious text message or email, allegedly from bpost. What should I do?
You may receive an email or text message that appears to be from bpost. It might look real, but it was not sent by us. These emails or texts are fraudulent messages, also known as phishing, sent by scammers. The following tips will help you recognize phishing and will inform you about what to do with these types of messages. Never pay for a parcel that is on its way and do not just fill in your personal informationbpost will never ask you to pay something when your parcel is on its way (e.g. paying clearance fees or paying to avoid extra costs). Senders of these fake messages are often in a hurry: "Pay your shipping costs as soon as possible.” or "Do it within 48 hours." Do not get caught by this. Start by asking yourself if you really are expecting a package.
Only enter personal details if you are 100% sure that you are dealing with bpost. We will never ask you for personal information via e-mail or text message.Check the web addressA fraudulent email or text message usually contains a link or button that goes to an untrustworthy website. You can check the URL by hovering over the link with your mouse. The web address will then appear at the bottom left of your browser. If you do not recognize the address immediately, do not click the link.Help prevent phishingForward suspicious messages to suspicious@safenonweb.be. This way, you will help prevent others from becoming victims of scammers.
Follow my parcel
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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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I am expecting a parcel, but have not received a barcode. What do I do now?
In that case, contact the sender of your parcel and ask for the barcode. Without a barcode, we cannot follow your parcel with Track & Trace.
Follow my parcel
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My parcel arrived in Belgium. How long will my parcel remain at customs?
This depends on where your parcel was sent.
My parcel comes from inside the European Union
Customs is authorised to check all shipments from inside the European Union. That usually involves suspect shipments from EU member states and shipments with excisable goods inside the European Community. Your parcel doesn't usually experience extra delays.
My parcel comes from outside the European Union
These parcels undergo a customs process by default. The handling period depends on the following two factors:
- whether your parcel has enough information, such as the value and nature of the goods. (If that is not the case, you will receive a letter a few days later. In that case, the handling period is extended until you send the additional information). Customs checks whether VAT, customs fees or other duties have to be paid on your parcel.
- whether customs or other official authorities have to check your parcel. That is the case for medicine, plants and food, weapons, suspected counterfeit goods, etc. You can follow the status of your parcel online with Track & Trace and the My bpost app.
Why hasn't my international shipment been delivered?
If your parcel come from outside the European Union: it must undergo an import process and this can lead to delays in delivery.
If your parcel comes from inside the European Union: there is no default import process. If it wants to, customs can check shipments from inside the European Union.
The duration of the import process depends on the following two factors:
- The value of your parcel, and whether your parcel has the necessary information to perform clearance. In this phase of the import process, the customs fees, VAT and any other fees (like anti-dumping duties and environmental duties) are calculated.
- Whether customs or other official authorities have to check your parcel. That is the case for medicine, plants and food, weapons, suspected counterfeit goods, etc.
Estimated handling period for clearance
* Up to €45 if it concerns a non-commercial parcel from private citizen to private citizen. Alcoholic products, perfumes and tobacco products are not exempt of fees for customs formalities.
Additional handling period for certain products
* is investigated by customs and trademark owner
** after receipt of the necessary licences
What if my parcel doesn't have the necessary information to perform clearance?
If the parcel is lacking some information, you will be notified by bpost within two days. In that case, the handling period is extended until you send the additional information. If you do not answer this request for additional information, we will return your parcel to the sender after 30 days.
Customs duties, VAT and any other fees (like anti-dumping duties and environmental duties) are calculated during clearance. The recipient must pay these upon delivery.
When do I have to pay import duties (customs fees), how much and how do I pay them?
According to customs and VAT legislation, you pay a certain amount in taxes (customs fees, VAT and duties) for parcels originating from outside the EU. These fees differ depending on the type of imported goods.
Extra administration fees are also charged for the following customs formalities:
- 0 euro for commercial shipments with a value of maximum 22 euros and for private shipments with a value of maximum 45 euros. (Note: alcoholic products, perfume and tobacco products are not exempt of fees for customs formalities)
- 22 euros for customs formalities for non-exempt shipments with a value of up to 150 euros.
- 30 euros for customs formalities for non-exempt shipments with a value above 150 euros.
- 40 euros for phytosanitary checks of plants and plant products.
- 85 euros for a regularisation dossier
These fees must be paid to bpost in cash or with an app. If you don't want to pay the customs fees, your shipment will be returned or destroyed.
If you didn't find an answer to your question?
Please contact us.
Call
Monday - Friday :
09.00 - 12.30
13.00 – 17.00
Zonal rate. Waiting time varies.
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