What should I do if my parcel cannot be cleared because insufficient information is provided?

If your parcel cannot be cleared because insufficient information is provided, you will be asked to upload the missing documents with the relevant bpost form.

bpost form in FR: Documents de douane relatifs aux envois internationaux

bpost form in NL: Douanedocumenten bij internationale zendingen

The sooner we receive this information, the sooner your parcel will be cleared through customs.

You will receive this request by email, text message or as a push notification in the My bpost app. If you do not respond or bpost does not have your relevant contact details you will be sent a letter.

You will also find the request for information and the link to the form in the My bpost app or Track & Trace.

 

These documents are required for parcels to clear customs:
  • For purchases: an invoice/proof of payment stating the contents and the value.
  • For gifts: an email from the sender stating the contents of the shipment, the value (up to €45) and the fact that it is a gift.
  • For special authorisations or exemptions: the certificate date and number.
  • For diplomatic exemptions: an 136F form completed in full and validated, uploaded online and original sent by mail.
  • For business purchases when subject to VAT: an EORI number and a VAT number (if you have a licence to defer VAT payments on imports, you must state the ET 14000 licence number).

If you do not respond to this request for additional information within 14 days we will return your parcel to the sender.

Charges may be payable to clear your parcel through customs. Customs duties, VAT and all other possible charges (such as anti-dumping duties and environmental duties) are calculated based on the information you provide. As the addressee, you will receive a request by email, text message, push notification or letter to pay any import charges. You must settle these charges in the My bpost app or Track & Trace before delivery.

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My mail is being delivered, but not in my letterbox. What can I do?
We are sorry that our postman did not place your mail in your letterbox. The best way to report this is via the online form at the bottom of this page. We will ask for your contact details so that we can talk to the right postman about this.
How much does it cost to send a postcard from outside Belgium?
All cards made in the Mobile Postcard app are printed and sent from Belgium. Cards for a destination in Belgium are sent at domestic rates. For cards that are destined for other countries, you pay international rates. Take a look at all our rates under the menu option 'Cards and envelopes'.
Why can my letter or card be returned?
The most common reasons for returning a letter are:
  • The letter does not have a stamp.
  • The letter does not have enough stamps.
  • The letter contains an incorrect address.
The reason why your card or letter was retuned is written on the red sticker.

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

 

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Monday - Friday :
08.00 – 12.30
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Saturday :
09.00 – 13.00

Zonal rate. Waiting time varies.

Phone Customer Care Centre
022785126
My mail is being delivered, but not in my letterbox. What can I do?
We are sorry that our postman did not place your mail in your letterbox. The best way to report this is via the online form at the bottom of this page. We will ask for your contact details so that we can talk to the right postman about this.
How much does it cost to send a postcard from outside Belgium?
All cards made in the Mobile Postcard app are printed and sent from Belgium. Cards for a destination in Belgium are sent at domestic rates. For cards that are destined for other countries, you pay international rates. Take a look at all our rates under the menu option 'Cards and envelopes'.
Why can my letter or card be returned?
The most common reasons for returning a letter are:
  • The letter does not have a stamp.
  • The letter does not have enough stamps.
  • The letter contains an incorrect address.
The reason why your card or letter was retuned is written on the red sticker.