My parcel was delivered too late. What should I do?

We do all that we can to deliver your parcel on time. If you are not pleased with the amount of time that your parcel was in transit, contact the sender of your parcel. Only the sender can submit a complaint regarding late delivery.

Receive a parcel

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My parcel arrived too late. What should I do?

Receive a parcel

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I received a suspicious text message or email, allegedly from bpost. What should I do?

You may receive an email or text message that appears to be from bpost. It might look real, but it was not sent by us. These emails or texts are fraudulent messages, also known as phishing, sent by scammers. The following tips will help you recognize phishing and will inform you about what to do with these types of messages. Never pay for a parcel that is on its way and do not just fill in your personal informationbpost will never ask you to pay something when your parcel is on its way (e.g. paying clearance fees or paying to avoid extra costs). Senders of these fake messages are often in a hurry: "Pay your shipping costs as soon as possible.” or "Do it within 48 hours." Do not get caught by this. Start by asking yourself if you really are expecting a package. Only enter personal details if you are 100% sure that you are dealing with bpost. We will never ask you for personal information via e-mail or text message.Check the web addressA fraudulent email or text message usually contains a link or button that goes to an untrustworthy website. You can check the URL by hovering over the link with your mouse. The web address will then appear at the bottom left of your browser. If you do not recognize the address immediately, do not click the link.Help prevent phishingForward suspicious messages to suspicious@safenonweb.be. This way, you will help prevent others from becoming victims of scammers.

Follow my parcel

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When will my parcel be delivered?

We try to deliver all national parcels the next workday. You can follow the status of your parcel with Track & Trace and the My bpost app. The stated time slot is an indication; 95% of the parcels are delivered within this time slot.

Follow my parcel

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I am expecting a parcel, but have not received a barcode. What do I do now?

In that case, contact the sender of your parcel and ask for the barcode. Without a barcode, we cannot follow your parcel with Track & Trace.

Follow my parcel

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What is a return shipment?

A purchase that you send back is a return shipment. Online shops offer that option if the contents of your parcel do not correspond with what you ordered or if the product does not fit or does not meet your expectations.

You send your purchase back with the return label from the original sender; the label is either in the package, or you can download and print it at home. If the sender does not provide a return label, then you send it back as a regular parcel.

Be sure to check the website of the online shop to see what the guidelines are regarding returning parcels.

Discover how to send your parcel back

Send your parcel

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.

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

If you are considered the sender and thus entitled to compensation, you can submit a compensation request to our Customer Care Centre. It is best to do that via the online form at the bottom of this page.

How long is a return shipment in transit?

The amount of time that your return shipment is in transit depends on the original sender of your parcel. If you want to know more about this, please contact the original sender.

bpost delivers a national return shipment to the original sender one workday after we receive the parcel. A return shipment to a foreign online shop is often collected by the original sender and is usually in transit for longer.

You can always follow your return shipment with Track & Trace or the My bpost app.

Follow your parcel

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?

The postman cannot take your return shipment. You can hand it in at a Post Office, Post Point or Parcel Point. The longest side of your parcel can be maximum 1.5 m long, and the total length (1 x length + 2 x width + 2 x height) can be maximum 3 m.

You can also leave it in a parcel locker. In that case, it can be maximum 42 x 31 x 58 cm.

If desired, we can also come and collect your return shipment. In that case, your parcel can weigh maximum 30 kg. The longest side can be maximum 1.5 m long, and the total length maximum 3 m. The price of a pick-up depends on where we must collect your parcel.

You can request a pick-up or "collect" online or by phone on the number 02 278 50 44.

If you request a pick-up online before 11:30 or by phone before 12:00, then the postman will pick up your parcel(s) the same day between 12:00 and 17:00. If you contact us later in the day, then the postman will pass by the next workday.

Attach a bpost shipping label on every parcel. That label is not included in the price of the pick-up.

Find a Post Point

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

Please contact us.

Call

Monday - Friday :
09.00 - 12.30
13.00 – 17.00

Zonal rate. Waiting time varies.

Phone Customer Care Centre

tel:022785126