The website where I ordered my parcel says 'free returns', but bpost is still charging shipping fees. Why is that?
If the counter clerk at your Post Office or Post Point asks you to pay, then the return shipment is not free. Read the terms and conditions for returning parcels on the website of the online shop. Your return shipment is probably an exception to the free returns policy.
Can I hand in my return shipment at a Post Office or Post Point, give it to the postman or leave it in a Parcel Locker?
Yes, you can, as long as your return is arranged through bpost. Depending on the Drop-off point, you will need to take into account the dimensions of your parcel. Delivery of your return shipment to a Post Office or Post Point If you deliver your return shipment to a Post Office or Post Point, the longest side of your parcel may not exceed 1.5 m in length and the total length (1 x length + 2 x width + 2 x height) may not exceed 3 m. Delivery of your return shipment in a Parcel Locker If you are delivering your return shipment to a Parcel Locker, please note the following maximum dimensions: 42 x 31 x 58 cm. Delivery to the postman You can also hand over your return to the postman when he delivers a parcel. Make sure your return is ready for shipment, with the return label attached, and weighs no more than 30 kg. That way it can be handed over immediately. Please note that the postman may refuse your parcel if it does not meet the conditions, or if he is unable to take it with him safely. Have a return shipment picked up If you wish, we can come and collect your return. Your parcel may weigh up to 30 kg. The longest side may also be no more than 1.5 m long and the total length (1 x length + 2 x width + 2 x height) no more than 3 m. The rate for a pick-up depends on where we have to pick up your parcel. You can request a pick-up online or by calling 02 278 50 44. If you request a pick-up online before 11.30 am or by phone before noon, the postman will come and collect your parcel(s) the same day between noon and 5 pm. If you contact us later during the day, he will come the next working day. Stick a bpost shipping label on each parcel. That label is not included in the price of the collection on request. Find a Drop-off point
My return shipment doesn't seem to be moving in Track & Trace. Who can I contact?
If the status of your parcel does not change for several workdays, something probably went wrong. Please be aware that unforeseen circumstances may cause the delivery of your parcel to be delayed. I used the return label of the sender or webshop If you have used the return label that came with your order to return your parcel, you should contact the sender or webshop. Only they can file a complaint about your parcel because they can pay bpost for the shipment. I bought a return label via bpost Please contact our customer service using the online form at the bottom of this page in the following cases:
- If the status of your return shipment within Belgium has not changed for several consecutive workdays .
- If the status of your return shipment to a neighbouring country has not changed for at least 5 workdays.
- If the status of your return shipment to another country has not changed for at least 10 workdays.
What if my return shipment gets lost?
In that case, the company or person who pays for the return shipment is entitled to compensation. If you paid for the return shipment, then you can request compensation. By default, that compensation includes a refund of the shipping fees. If you choose the 'Guarantee and signature' option, then you are entitled to compensation for goods and for documents. This option does not exist for international returns. If the original sender pays for the return shipment, then he/she is entitled to compensation. That is the case when:
- there is a return label in your parcel
- you refused the parcel
- the parcel could not be delivered to you
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