What happens if my parcel is not delivered?

If your parcel was not delivered, check the status of your shipment via Track & Trace or the My bpost app first.

If it's not clear where your package has gone and it doesn't move 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 request an investigation. It is best to contact our customer service via the online form at the bottom of this page. This is the quickest way to start an investigation.

Only the sender can ask to open a dossier with us. If you are the recipient, please contact your sender.

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


Please contact us.

Web form

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Monday - Friday :
08.00 – 12.30
13.00 – 18.00

Saturday :
09.00 – 13.00

Zonal rate. Waiting time varies.