Why can't I choose a certain Pick-up point as my delivery preference?
For logistical reasons, you can only choose Pick-up points that are in the same distribution zone as the delivery address. That way our mail distribution is as efficient as possible.
My parcel seems to be stuck somewhere. It has not moved for a while on Track & Trace.
If your parcel was not delivered, check the status of your shipment via Track & Trace or the My bpost app first. If the status of your parcel has not changed for a while (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), ask the sender to contact our customer service. Only the sender of your parcel can submit a complaint. If you are the sender, please contact our customer service. It is best to do this via the online form at the bottom of this page. This way, you can immediately provide us with all the necessary information to start an investigation quickly.
I get a message that my parcel has been delivered, but I haven't received anything. What now?
A couple of tips if you have not received anything:
- Check if someone else (your neighbour or flatmate) has received your parcel.
- If it is a small parcel, the postman may have delivered it to your letterbox without ringing the doorbell.
- Your parcel may also have been delivered according to your delivery preferences (directly to a Pick-up point, to your safe location or to your neighbour).
- Also make sure that you have not received a failed delivery notice from the postman in your letterbox. It will tell you where your parcel has gone to.
When can I follow my parcel with Track & Trace?
As soon as bpost has received your shipment, you can track its progress via the My bpost app or Track & Trace using the barcode. You will often receive an email from the sender when your barcode is created. In most cases, you will not be able to track your parcel immediately via our Track & Trace. This is because it is still being prepared by the sender and therefore has not yet been handed over to bpost. As soon as the sender hands your parcel over to bpost, you will be able to track it.
If you didn't find an answer to your question?
Please contact us.
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08.00 – 12.30
13.00 – 18.00
09.00 – 13.00
Zonal rate. Waiting time varies.
Phone Customer Care Centre
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