What does bpost do if my parcel is lost, damaged or stolen?

Most senders have permanent agreements with bpost regarding lost and damaged parcels. Only you, the sender, can ask to open a dossier for a lost or damaged parcel because you paid bpost for the shipment.

Contact our customer service via the online form at the bottom of this page. This is the quickest way to start an investigation.

  • In case of damage, your complaint must be submitted to us within 7 calendar days.
  • If the status of your Track & Trace 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 the sender can also request an investigation.

If you are the recipient, please contact your sender.

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


Please contact us.

Web 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.