My parcel is lost. What do I do now?

We recommend that you contact the sender 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).
  • Track & Trace mentions the status ‘delivered’ but you cannot find the parcel anywhere.

The sender can work with you to see what the best solution is for your order. Most senders have permanent agreements with bpost regarding lost parcels. Only the sender can submit a complaint regarding a lost parcel because the sender pays bpost for the shipment.

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.

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


Please contact us.

Online form

Recommended option. Resolved swiftly and efficiently.



Monday - Friday :
08.00 – 12.30
13.00 – 18.00

Saturday :
09.00 – 13.00

Zonal rate. Waiting time varies.